Scott Cates

Seattle, WA 602-***-****, ac417i@r.postjobfree.com

IT Help Desk Technician

● Proactive self-starter known to initiate process and system improvements that increase program performance and staff productivity.

● Four years leading and coordinating 25 break-fix teams with 44 onsite technicians for 16,000 users with a solid reputation for productivity, complex problem resolution and professionalism.

● Successfully coordinated special projects increasing 100% of all key performance indicators.

● Streamlined management processes for training, reporting and inventory.

● Proven in supervisor roles providing high-volume support in enterprise-level managed services programs.

TECHNOLOGIES

Windows 10, 7, XP, 9X Sharepoint Oracle ODBC LAN Printers Security Patches Wireless Networks Citrix MS Office Suite Proxy Configuration WSUS Updates HP, IBM, Dell, Lenovo SAP, Siebel Remote Desktop Profile Migration Ghost, SCCM McAfee, Symantec,

AdAware

Outlook and

Exchange

DNS, DHCP,

TCP/IP

Process

Management

Active Directory

Administration

Data Backup/Restore Lotus Notes VPN Clarify SME Group Policy PROFESSIONAL EXPERIENCE

Travel Lead and Onsite Technician, JP Morgan Chase, Bank of America, Catholic Health Initiatives, UBS Financial (Peak Technology, HP/Insight Global) 3/2016-Present Separate roles as Repair Technician, Lead Technician and Tiger Travel Lead for some of the largest companies in the banking, financial services and medical industries.

● Supervised team of 20 technicians to migrate 1,600 hospital PCs.

● Selected to train and lead team of 18 technicians for thin client conversions of 120+ PCs per week.

● Imaged, repaired and reclaimed computers and printers throughout WA and CA.

● Securely prepared data on hard drives and thumb drives in adherence with a regulated chain of custody.

Repair Technician, Handy Guys, 8/2015–2/2016

● Implemented and executed repairs at residences and businesses.

● Maintained office computers, printers and email system.

● Connected, maintained and troubleshot routers.

IT Queue Manager, Philips (CompuCom), 11/2007–8/2009 (Promoted) Managed Help Desk ticket distribution for all Philips Medical North America sites by coordinating escalations to onsite technicians, Dell warranty group and backfill staff.

● Helped write security policies that reduced laptop losses by 15%.

● Provided solutions for customers, administrators, Help Desk and technicians.

● Awarded quarterly High Performance in productivity and customer satisfaction.

● Interviewed job candidates and trained new hires.

● Helped migrate 2,500 workstations from Lotus Notes to Outlook. Help Desk Call Coordinator, Philips (CompuCom), 05/2005–11/2007 (Promoted) Supervised and scheduled local technicians to resolve issues from an offsite Help Desk.

● Prioritized and assigned work orders, purchase orders and secure PC inventory.

● Improved processes with a call-tracking dashboard for site analysis.

● Key member of winning team resulting in a nationwide contract. IMAC Lead and Technician, Philips (CompuCom), 12/2003-5/2005 (Promoted) Leader of onsite team to image computers for new hires and employee transfers.

● Trained new technicians, cutting training time by two days with faster processes.

● Helped migrate all campus PCs to Windows 2000 in one weekend.

● Exceeded the team’s SLA goals, leading to higher bonuses. Help Desk Analyst, Philips (CompuCom), 04/2002–12/2003 Provided first-call resolution of PCs, email, printers, and software issues.

● Resolved cases for 1,800 local and remote workers.

● Exceeded SLA goals for customer satisfaction and call closures. Help Desk Analyst, Microsoft (Keane), 9/2000–3/2002

● Mastered Windows troubleshooting in all OS modes.

● Wrote Microsoft Knowledge Base articles that helped renew the contract. Help Desk Analyst, Boeing (ComForce), 3/2000–9/2000

● Reset passwords for all main systems and rebuilt Outlook mailboxes. Help Desk Analyst, Microsoft (Convergys), 12/1999-3/2000

● Supported keyboards, mice, trackballs and game controllers. EDUCATION

● Bachelor of Arts, Business Administration, University of Washington, 1992

● A+ Certified at Comp/TIA, 1999