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Customer Service Support

Auburn, New York, United States
November 08, 2018

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Scott L Burkey



Very strong troubleshooting and diagnostic abilities.

Customer service skills second to none. Enjoy researching and creating a resolution for technical issues.

Highly supportive of fellow team members. Strong empathy and listening skills, as well as critical thinking and objective analysis.

Highly organized and excel in detailed preparation and planning of projects.

Education and Training

Completion Date Issuing Institution Location Degree Received Course of Study

Kaplan University Fort Lauderdale, FL Associate Degree It, Network Administration-2003

Occupational Licenses & Certificates

Certification Title Issuing Organization Completion Date

ITIL v.3 Certified ITIL Foundation 01/2014

Employment History

Cargill Meat Solutions-Schuyler, NE 03/2017 - 04/2018

Field Services IT Technician


Provide support services for the business computer environment, via phone, chat, ticket system and in person.

I supported Schuyler, Columbus, Albion, Fremont and Nebraska City locations.

Participate in infrastructure projects, networking and reimaging of user's computers.

Provide training to users when needed.

Work in cooperation with on-site electronics teams/personnel to maintain network infrastructure, and printer availability. Assist in migration of data, operating systems and applications – primarily from Windows 7 Enterprise to Windows 10 Professional, Office 2007/2010 to Office 2016/365.

H & R Block Corporation-Kansas City, MO 10/2015 - 04/2016

TSC Tier 1, Technical Support Specialist


TSC is an internal support organization for H&R Block field retail tax offices.

Tier 1 is purposed with documenting, troubleshooting, and resolving common IT issues reported directly by the retail office personnel via phone or chat. Daily support issues ranged from account access problems to software installation issues, hardware failures, network access and availability, printer issues, and tax preparation software functionality.

HRB utilizes Bomgar servers for remote support services. Hardware manufacturers serviced: HP and Dell desktops, HP servers, Lexmark network multi-function printers, Kodak scanner/copier, Net gear and Cisco switches and routers.

Powertek Corporation - Kansas City, MO 07/2012 - 04/2015

Tier 2, Technical Support Representative


Tier two escalations - provided troubleshooting and support services for higher level incidents. This was a contract position with the USDA, Beacon Hill facility in KC MO.

SDO - Tier 1, Technical Support Representative, 7/2012-3/2013

SDO - Tier 2 and 3, Technical Support Representative, 03/2013-04/ 2015


The Service Desk Organization (SDO) is a division of the Office of the Chief Information Officer (OCIO) for the United States Department of Agriculture (USDA).

Its purpose is to document, troubleshoot and resolve escalated IT issues which are submitted to it from either the Customer Technology Services (CTS) Tier 1 Field agents, or the CTS Tier 1 Help Desk phone center.

The areas of responsibility for SDO are as follows: Foundational software of the endpoint device - e.g. BIOS, drivers, firmware Operating System (Windows, OSX, Droid, iOS) - including laptop, desktop, and mobile devices.

Third-party installed software (see the “Related Skills” section - SDO did not support agency-designed/agency-specific software).

•Troubleshooting customer Active Directory accounts - if an error or omission was found, and was within SDO purview, it was resolved at our level. If the issue was security related it was escalated to Access-SAAR

•Troubleshooting customer Exchange accounts - if the issue was within Active Directory account information, or the account data of the Exchange Customer Management Portal, it was resolved within SDO. If the issue was security related, or required creation of new accounts, it was documented and then escalated to Access-SAAR and Microsoft.

•Escalated support for mobile devices - iPad, iPhone, Android and Microsoft Mobile. Issues within SDO purview were the mobile OS and USDA account access, as well as issues with mobile mail access and encryption services (Mobile Iron). Installed applications - whether agency-specific or third party - were in the purview of the application's creator.

•Troubleshooting and resolution of issues reported by network monitoring systems for customer endpoints and local office servers - the degree of support within SDO purview for servers is the same as for user devices.

Device manufacturers supported: HP desktops & laptops, Panasonic Toughbook, Toshiba laptops. Apple Mac laptops, Apple iPhone 5 and 6, various Droid-based smartphones, Apple iPad and Windows Mobile tablets.

Global Telecommunications Systems, LLC-Lenexa, KS 10/2011 - 06/2012

System Administrator


IP, Wi-Fi, VOIP (AllWorx) and eFAX (MyFAX) systems/account creation and administration, and deployment to small business customers. Assist Network Administrator on occasion with deployment of on-site hardware and cabling. GTS was a Start-up company, the business was closed and later re-opened with only the founder for staff.

Advantage Tech -Overland Park, KS 09/2008 - 04/2009

Technical Support Specialist

Contracted position with H&R Block Overland Park, KS September 2008 - April 2009, September 2009 - April 2010, September 2010 - April 2011 - I had contact only with their representatives on-site at H&R Block, and never utilized their O.P. office. -Advantage Tech took over the contract with HRB from another contracting firm at the end of my 1st season.

Workforce Strategies, Inc. - Contracted position with H&R Block 3497 S 9th St, Kalamazoo, MI 49009 269-***-****


•Seasonal contract to H&R Block, Digital Support.

•Installation and usage issues of H&R Block software and online clients.

•Provide support services for the business computer environment, via phone, chat, ticket system and in person.

Security Clearance

Public Trust, via USDA, OCIO/CTS/SDO-SLB - 6/1/2018

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