Professional Experience Support

TOMMY LEE SCOTT

Cedar Hill, TX 972-***-**** *************@*****.*** Connect on LinkedIn

An exceptionally analytic and detail-oriented computer operations support and analysis professional, recognized as a leader in resolving complex networking and technical problems for a multinational organization through 10+ notable years of experience within J.C. Penney. Maintains a proven track record overseeing and providing mentorship towards a versatile team of support representatives and coordinating a variety of maintenance procedures including firmware upgrades, hardware replacement and allotting server space. Recognized for high level capabilities partnering alongside both internal and external stakeholders to resolve network and application problems while ensuring consistently high levels of customer satisfaction.

AREAS OF EXPERTISE

Computer Server Operations

Firewall & Firmware Upgrades

Detail & Deadline Oriented

Comprehensive Cisco Experience

Team Leadership & Coordination

Troubleshooting & Problem Solving

Root Cause Analysis

Computer Mainframe Operations

Extensive Technical Proficiency

QUALIFICATION HIGHLIGHTS

Consistently recognized for resolving technical issues through a top 10% ranking for closing support tickets both quickly and efficiently.

Personally selected to represent J.C. Penney through a newly developed IT role which was implemented, overseeing the training, development of team members, many of whom continued towards higher level roles within organization through guidance and training.

Oversaw a variety of notable technical operations including leading a team to solve a DOS attack involving 360,000 bots through firewall and UDP port changes and consistently improving nightly batches of over 1.2 terabytes of store Point of Sale data through utilizing in-memory processing techniques.

PROFESSIONAL EXPERIENCE

IT Infrastructure & Mainframe Operations Support J.C. Penney Corp. Plano, TX 2006 – 2017

Directly oversaw a multifaceted team of approximately five individuals coordinating to resolve an immense variety of customer and technical issues regarding applications and systems received in queue.

Operated as a key point of contact for coordinating technical operations through liaising with clients, Engineers and a variety of interdepartmental teams.

Coordinated alongside interdepartmental teams ranging from 5-25 individuals including Managers and Directors for resolving approximately 100+ support tickets weekly, utilizing root cause analysis and post-mortem analysis as required.

Provided ongoing support of all network infrastructure including routers, firewalls, load-balancers, switches and other related network utilities.

Planned, scheduled and implemented various network maintenance procedures including firmware upgrades, hardware replacement and space allotting.

ACADEMIC ACHIEVEMENTS & CERTIFICATIONS

Cisco Certified Network Associate (CCNA)

Cisco Certified Network Professional Routing & Switching Certification (CCNP)

Anticipated Oct 2017

Anticipated Dec 2017

TECHNICAL PROFICIENCIES

Cisco Switches & Routers

Routing Protocols

VMWare ESXi Host

IDS/IPS, SSL, VPN & Firewalls

DNS, DHCP, TACACS+ & RADIUS

Domains & Various IP Addresses

Linux & Windows Server OS

TCP/IP, MPLS & Private Line

Remedy Ticketing System

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