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Customer Service Manager

Matthews, North Carolina, United States
January 28, 2018

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Neil M. Scott 704-***-****


Accomplished Information Technology professional with extensive experience in network, telecommunications, and trading floor environments. Experience in Data Center Operations, Network Operations Support, and Project Management. Detail oriented managing multiple concurrent tasks with a strong commitment to providing excellent customer service.



Cisco Unified Communications Manager (VoIP), Softphone, Unity Voice Mail, Frame Relay, T1, DS3, SONET, ISDN, POTS, ARD, MRD, “Hoot” circuits, NICE Call Recording (NTR)

Networking Systems/Tools

Cisco Routers and Switches, TCP/IP, Wireless connectivity, Remedy/PAC 2000, ServiceNow, TEMS Ticket Systems, SharePoint


Microsoft Office Suite (Outlook, Excel), Visio, Network Monitoring


BB&T Corporation, Charlotte, NC (through consulting company) 2017 – Present

IT Data Center Systems Specialist II

Member of the IT Facilities Management team responsible for maintaining operations in a data center environment. Duties include the following:

Installation and decommission of network hardware including routers, switches, servers, firewalls, and mass storage devices. Test and troubleshoot Layer One connectivity

Document device elevations and maintain logs for defective hard drives that will be wiped or secured for destruction

Bank of America, Charlotte, NC (through consulting company) 2016 – 2017

ATM Level 2 Support

Member of the ATM Support Team responsible for monitoring and supporting ATM network. Responsibilities include:

Monitor and proactively act on ATM issues to determine if software or hardware related

Collect, analyze, and support other departments to ensure transactions were processed correctly and provide documentation on findings

Take ownership of escalations and perform troubleshooting with vendors to resolve issues in a timely and efficient manner

Wells Fargo, Charlotte, NC 2000 – 2016

System Support Analyst 4, 2014 – 2016

Member of the Specialized Communications and Support Team responsible for trading floor support as well as other lines of business with network connectivity. Responsibilities included:

Provided urgent response in fast paced environment supporting trading floor operations for Wells Fargo Securities minimizing impact relating to voice and trading platform issues

Configured and troubleshot VoIP phones and issues in Cisco Unified Communications Manager, Cisco Unity, and Nortel PBX systems for existing and new installations

Supported and configured NICE Trading Recording (NTR) solution for end users in compliance with regulatory legislation

Responsible for installations, moves, additions, changes, and decommissions (MACD) and validated services were operational after completion of activities

Minimized downtime by addressing day to day issues through Remedy/PAC 2000 Ticket system, coordinating repairs with engineers, management, and trading floor personnel

Engaged in support and bridge calls and worked issues to facilitate problem resolution

Consistently met and exceeded SLA’s regarding problem resolution and assignments

System Support Analyst 3, 2000 – 2014

Member of the Network Implementation Services/Data Center Management team. Responsible for maintaining the WAN/LAN network and connectivity at the Customer Information Center campus. Responsibilities in this role included:

Supervisor/Team Leader at Customer Information Center supporting enterprise data center in 24X7 environment to ensure network and telephony connectivity throughout campus buildings and ATM network

Collaborated with network operations team (NOC) on daily basis. Responded to network alarms/issues providing hands-on troubleshooting to reduce any impact to business partners and operations

Installed IOS, configured, and troubleshot Cisco routers and switches for enterprise network connectivity to include mass storage, firewalls, and load balancers

Created and coordinated Remedy Change Management Records with network engineering, business units, and vendors to ensure minimal interruptions to operations

Reported circuit outages, escalating with telco vendors, updating management, stakeholders, and team. Monitored and updated tickets with status

Installed, connected, and troubleshot data and voice circuits (T-1, DS-3, SONET, ISDN) from dmarc to terminating equipment for network WAN/LAN connectivity

Electronic Data Systems, Charlotte, NC 1995 - 2000

Communications Technician, Advanced

Directed system recovery and fault isolation in Network Operations Center (NOC) environment resolving major outages by mapping circuits to new paths in DACS, and verify, reconfigure router interfaces. This was critical to airline reservations, ticketing systems, and baggage/luggage tagging operations

Created training document to mentor staff and improve recovery time during outages


CompTIA A+ Course

Central Piedmont Community College, Charlotte, NC

Cisco Routing and Switching

Central Piedmont Community College, Charlotte, NC

Electronics Technology

Technical Career Institute, New York, NY

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