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Project Manager, Customer Service Manager, Network Engineer

San Antonio, TX
March 20, 2018

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Scott T. Copper, MBA/MSIS



Remote ITIL Project and Channel/Customer Service Manager with over 10 years of experience managing multiple projects simultaneously. Able to apply customer service and business concepts into IT to improve user experience for clients, employees, and administration with strong communication, presentation, analytical and problem solving skills.

Professional Experience:

Optanix (Formerly ShoreGroup, Inc.)

New York City, New York (Remote Worker – San Antonio, TX)

Project Manager - PMO Group (06/14 - Present)

Customer Service Manager (06/10 – 06/14)

●Managed project reviews and implementation of new customers within the defined project timeline.

●Collaborated with clients’ senior management on project development, hosted daily/weekly/monthly calls with networking teams and executive leadership to drive design and deployment of SaaS monitoring equipment and software.

●Lead development of requirements, trained clients, and created all documentation throughout the agile project lifecycles.

●Managed team of developers and technical support employees for a large enterprise government account.

●Partnered with Sales and Finance to grow business and increased sales by over $10 million


San Antonio, Texas

Network Engineer II

06/08 – 06/10

●Performed a full range of maintenance, monitoring, corrective action, hardware replacements, software upgrades, and troubleshooting of networks, call center infrastructure, and application; including Avaya CMS, Cisco ICM & CIM, and Aspect High-Volume Dialer.

●Voice Project Lead to implemented Aspect High-Volume Dialer for the Credit Card Collection department.

●Organized requirements, built designs, implemented and maintained post-implementation to build a tech support model for off-shore Help Desk.

Telephone Connection

Austin, Texas

Business Development and Tech Support Project Manager

09/05 – 06/06 (To attend school)

●Discovered new small to medium leads for voice solutions through networking, cold calling, and door-to-door activities to reach my quota every month of Avaya or Samsung product lines to customers to upgrade current PBX systems into VoIP system.

●Designed and implemented turn-key, customer specific VoIP systems and supported customer base technical issues that included updates, patches, or collaboration with Avaya Tier 3 Tech Support.

Avaya (Contractor)

Atlanta, Georgia

Channel Account Manager

11/02 - 09/05

●Educated all channel and sales partners for Avaya’s Small-to-Medium (SMBS) sales activities.

●Provided sales, training, and technical support to channel partners.

●Presented partners with on-site assistance and responsible for 20-30% growth each year; earning Gold Channel Account Manager West-Coast growth award (July 2004).

Southeastern Data (now Arista Info)

Atlanta, Georgia

Product Support Manager

8/00 - 9/02

●Managed clients operation teams’ day-to-day of Customer Service, Sales, Quality Control, Accounting, Product Support and IT for a mail distribution call center that provided over 3.1 million envelopes each month.

●Created and implemented Doc1 (Billing) software on servers to maintain accounting for gas, electric and other cooperatives.

●Successfully implemented billing software at two (2) locations from initial training to “go-live”. (out of business)

Atlanta, Georgia

Project Research Manager, Site Development


●Aided in the development of corporate strategy for Internet startup into a company worth $16 million.

●Interviewed, hired and managed a team of seven (7) that performed market research to identify potential clients/distribution partners in the B2B exchange market.

●Designed and managed the production of various aspects of three shopping platforms (B2C, B2B and an incentive based model) and an e-CRM platform with Microsoft.

Sears Regional Credit Service Center

Atlanta, Georgia

Team Manager of Account Services


●Interviewed, hired, trained, and managed thirty-five (35) associates in an authorization and customer service regional call center.

●Team Manager certified and awarded the Regional Manager of the Month and top Team Manager for Customer Service in 1998.

●Designed and implemented Customer Service Guidelines for organization.


Baylor University Waco, Texas

MBA & Master of Science Information Systems May 2008

Gwinnett Technical College Atlanta, Georgia

Diploma Program - Computer Programming August 2002

Stetson University Deland, Florida

Bachelor of Arts and Science - History / Marketing May 1997

Special Skills:

Microsoft CRM and Office (Excel, Word, PP, Access, Project), ITIL Foundation Certified, Agile Project Methodologies, Avaya Partner and IP Office (VoIP) Sales and Technical Certified, MAC, Lotus, SPSS, DOS, DOC1, HTML, Visual Basic, SQL, Avaya CMS and OA, Cisco ICM and CVP, Aspect UIP and ALM, and Internet applications

Activities, Certifications and Honors:

ITIL Certified

NACI (Government FBI Clearance)

Cisco ICM Boot-camp Certification and CVP Training

Aspect UIP and ALM Certified

USAA Alumni Leadership Council

Baylor Graduate Business Association member

Intern at TX Parks & Wildlife implementing wireless networks at 10 State Parks

Georgetown Chamber of Commerce Ambassador

Youth Sports Coach

Team Manager Certified

Director of Sears Atlanta Regional Center’s United Way Campaign.

Game Operations Marketing Intern for the Atlanta Hawks (NBA): 12/96 – 8/99

Designed a professional reference manual for The Golf Channel’s Marketing/Sales Department

Worked and participated in Stetson Intramurals, Amnesty International, Red Cross Blood Drives and Habitat for Humanity

References and Recommendations:

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