Technical Support Customer Service

Scott H. Hock

**** ******** ***** *********, ** 18104 Cell: 570-***-****

Email: ac1rh2@r.postjobfree.com

BACKGROUND SUMMARY

SAP Basis Administrator, Network Administrator, Project Manager, Team Leader, and Technical Analyst, Experienced Trainer who is able to create great teams with transparency and excellent communication skills. Extensive experiences in defining, implementing, deploying, converting, supporting, and upgrading Systems as well as training of adult associates. A precise communicator.

PROFESSIONAL EXPERIENCE AND SELECTED ACCOMPLISHMENTS

AMAZON.COM, Locally in Allentown/Breinigsville, PA, Corporate Seattle, WA June 2010 - Present

Trainer

Personally, on boarded and trained 72 new worldwide managers for Amazon.com in 2016

Created training schools in Safety, Hazmat and other process areas of the Fulfillment Center (FC)

Trained (or coached Ambassadors to train) more than 800 employees in 5 weeks for startup, and then over 6900 new employees from Jan 1-Dec 30, 2011, and 6500 in 2012.

Responsible for first NA Amazon.com Camperforce Scholars (124) at Breinigsville campus

Power Industrial Truck (PIT) certified operator, co-ordinator, and trainer

Compile Annual Report of Learning Department’s activities with data and graphs

Create Learning documents in SharePoint and submit them through Workflow to improve process and maintain standards

Trained in Kaizen.

US DEPARTMENT OF COMMERCE, 2010 CENSUS, Temporary, Philadelphia, PA 2009-2010

Office Operations Supervisor of Technology and Recruitment (OOST/R)

Promoted to recruitment supervisor in 4 days promoted to tech supervisor when opening was created

Maintain computers, servers, and IP Cisco phone system for three county office

Learn and train various software components including Remedy and Salesforce

In two months scheduled and tested over 3,200 residents to be Census 2010 employees.

Quality Control Enumerator – Temporary

Used first ever US Census hand held GPS computers to enumerate addresses for 2010 census.

LEHIGH HANSON CEMENT COMPANY, Allentown, PA 2006-2008

Technical Support Analyst – SAP Basis Admin

Directly involved in maintaining SAP R/3 business system, conceptual design, pre-production and production of developed Oracle system.

Planned SAP updates, coordinated OSS Notes, Hot Packages, ABAP transports, managing “bolt on” packages, analysis, kernel upgrades, GUI packages and testing implementation of interface systems and data conversion including coordination of supplemental training development for users

Administered and managed 28 servers and virtual servers for AD, OS, patches and upgrades, virus protection, rights and security as well as networking, switching, and EMC SAN on a 24 x 7 schedule.

Planned, participated and documented successful off site Disaster Recovery.

SAP Version 4.7 Performed all daily monitoring of system, database accuracy, and backups

Oracle Version 9.2 Daily evaluation of DB system check and growth, and alert file

SAP GUI Version 6.4 tested new versions and worked with Service Desk to create install scripts

Solution Manager Version 4.0 monitored and downloaded hot packs

Windows Server 2003

Maintained Document Imaging (Humingbird) and Vertex Tax SQL 2005 servers.

LEHIGH HANSON CEMENT COMPANY

SAP Technical Support Analyst – SAP Scale System - 64 locations 1998-2006

Played key role in North American Corporate wide Implementation of SAP and scrubbing data.

Installed SAP Scale System Truck order entry/load processing modules with cross functional responsibilities tied to Sales and Distribution (SD) incorporating Citrix and Crystal Reports.

Managed and provided technical support for SAP Production Systems implementation project including design based on business requirements of several companies throughout North America coupled with SAP functionality.

Provided support to the user community for hardware/software, LAN, applications, technical know-how and diagnostics of technical computing problems. Participatory member in helping to create and maintain company IT customer service unit policies, procedures and service guidelines.

Created and tested elearning documents to train remote users in the scale system and SAP functions

Installed software and hardware for LANs and PCs, providing preventative maintenance, upgraded LAN and software application, provided user training, LAN planning, Asset Management and acted in capacity of Sr. Level Staff with duties of assisting, directing and training other team members

EDUCATION AND PROFESSIONAL DEVELOPMENT

CDL A June 2015 Lehigh Carbon Community College

Spring 2009 Lehigh Carbon Community College – Client side Scripting (HTML) and System Analysis & Design

BA 1972 Pennsylvania State University - Majored in Psychology with emphasis in Computer Research, Minor in Speech Communication

SPECIAL SKILLS/TRAINING

Windows Server 2003/2008 Administration

MS SQL Server 7 Administration

SAP Admin 101

SAP Oracle Database Admin 505

SAP R/3 Application Exp. within a Distributed computing Client/Server

LAN & WAN

Citrix

HTML

Project Management

MS Project, and Visio

Implementing Document Management Administration Using DM v5.1.0.5 OpenText (Hummingbird)

SharePoint and Workflow

Technical Report Writing

Crystal Reports

Dale Carnegie Leadership Training

Accounting

Aldus PageMaker & Persuasion

Electronic Data Interchange (EDI)

AutoCAD

Supervising in a TQM environment and Consensus

Novell NetWare CNE courses 3.x & 4.x,

Lotus Notes Administrator I & II and Development I & II courses

Total Quality Advantage (TQA)

Many more on-line training courses including Disaster Recovery, Storage Solutions, and Maintaining PCs

CDL A Driver License

Stepping up to Leadership

PROFESSIONAL AFFILIATIONS

Rotary Club International -1988-present, Board Director, Paul Harris fellow, Allentown West Club

Volunteer Web Site developer, host, and repairs for Vitalistic Therapeutic Charter School. 2009-12

Volunteer Web Site/Database Administrator and IT Chair Lehigh Valley Career Professionals, 2008-9

Board member St. Luke’s Hospital ARC 2009-2010

Meals on Wheels volunteer current

Member of Toastmasters International, Local Club “Concretely Speaking” 2000-06 Treasurer

Member Berwick Area Chamber of Commerce 1989-92

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