Scott E. Pilcher
**** *. ***** ***** #**, Santa Ana, CA, 92705
Technical Support Specialist with 14 years experience in first and second level technical support. Customer focused performer who is committed to quality in every task, from personal interaction with co-workers and users, to high levels of service provided to companies and customers. Enthusiastic learner who quickly grasps new concepts and technical skills. Valued contributor who performs confidently and effectively under pressure and thrives on challenges.
October 2010 – March 2018
Technical Support Representative
Provide support for appliance and cloud-based email security services. Managed support queue and documentation through Salesforce CRM. Manage new customer activation and integration for the entire job process. Over 500 new customers with a 94% retention/renewal rate since 2010. Provide individual and group training of new customers and onsite administrators. Assisted in creating and updating training curriculum. Built customer loyalty through timely and effective one call resolution resulting in 40% increase in customer renewal/retention. Ability to translate technical issues to end users. Provide root cause analysis and solutions for incidents. Utilized VPN, RDP, TeamViewer, GoToMeeting and other tools to conduct helpdesk and software support. Linux, Vmware, Windows server configuration and management in data center, managed backups for multiple client systems. Performed limited system administrator functions managing local network, printers and PCs. Quality assurance testing of product updates and new features. Worked with development staff to improve product for better customer satisfaction causing increased retention/renewal. Ensured tasks were completed in line with SLA’s.
May 2004 – Sept. 2010
Message Vision Inc.
Technical Support Specialist
At Message Vision, an internet document delivery company with a SaaS business model, provided technical support and training for clients via telephone and email. Wrote technical documentation, provided quality assurance testing on new applications. Managed the support ticket system and was the liaison between operations, sales and customers.
Oct. 2001 – May 2004
Supervised a staff of 7 officers in Southern Orange and Riverside counties providing security patrol services of private communities and buildings. Attended association meetings as well as trained and supervised the officers in their nightly duties.
Aug. 1997 – Sept. 2001
Route Sales Associate
Responsible for route sales and support of existing customers. Attained twenty percent annual growth within my region and sustained a high retention rate with existing customers.
Prudential Overall Supply
June 1995 – Aug. 1997
Route Sales Associate
Responsible for route sales and support of existing customers, and business development within specified regions of Orange County. Generated new business and increased customer base.
Los Angeles County Sheriff’s Department
July 1988 – April 1995
Managed inmate work crews for jail maintenance. Was a member of the construction management team for the Twin Towers Jail, writing technical manuals, testing electrical, security, and fire alarm systems. Helped to develop management regulations for a high-rise jail and participated in the development of the operational manuals.
Quickstart Technologies - 1998
Orange Coast College 1983 – 1985
El Modena High School 1980-1983
Committed to community service. Adult volunteer for the Boy Scouts of America with 18 years of service. Dedicated to helping young men become responsible citizens and adults. Served in local Troop and District roles for the Orange County Council. Mentored numerous young men to the rank of Eagle Scout during tenure as Scoutmaster.