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Network/Telecom Support

Matthews, North Carolina, United States
December 09, 2018

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


Accomplished Information Technology professional with extensive experience supporting trading floor environments, network operations, telecommunications, data centers, and project management. Detail oriented managing multiple concurrent tasks with a strong commitment to providing excellent customer service.


Telecommunications: Cisco Unified Communications Manager, Unity Voice Mail,

VoIP, SONET, DS3, T-1, ISDN, POTS, NICE Call Recording (NTR)

Networking: Cisco Routers and Switches, TCP/IP, Wireless connectivity

Tools/Software: Remedy/PAC 2000, Network Monitoring, ServiceNow, SharePoint, Microsoft Office Suite, Visio


Wells Fargo, Charlotte, NC (through consulting company) 2018 - Present

Business Systems Consultant

Member of Enterprise Cloud Services team responsible for creating, updating, and closing PAC2000 Change Records for applications migrating to the Cloud. Duties include:

Working closely with Business Analysts and Project Managers to gather pertinent data to populate the Change Record and meet the expectations of the scheduled migration

Escalating to various approval groups to ensure all required approvals are signed off

BB&T Corporation, Charlotte, NC (through consulting company) 2017 – 2018

IT Data Center Systems Specialist II

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

Deployment and decommission of network hardware including Cisco routers, Nexus and Catalyst switches, servers, firewalls, mass storage devices, and structured cabling

Perform troubleshooting with vendors and take ownership of escalations to resolve issues in a timely and efficient manner

Document and RFID tag of devices and elevations, maintain logs for defective and legacy hard drives that need to be secured for destruction (HDDE)

Wells Fargo, Charlotte, NC 2000 – 2017

System Support Analyst 4, 2014 – 2017

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

Providing 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, Turrets, using Cisco Unified Communications Manager, Cisco Unity, and Nortel PBX systems for existing and new installations

Assisted Project Manager during VoIP implementation during upgrade of over a thousand users from PBX to VoIP telephony service

Neil M. Scott 704-***-**** Page 2

Experience continued:

Implemented installations, decommissions, moves, additions, and changes (MACD’s) and validated services were operational after completion of activities

Engaged in bridge calls with support teams to identify and facilitate problem resolution

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

Exceeded SLA’s on consistent basis regarding problem resolution and assignments

System Support Analyst 3, 2000 – 2014

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

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

Collaborated with Network Operations Center (NOC) on daily basis and responded to alarms/issues providing hands-on troubleshooting to reduce any impact to business partners and operations

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

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

Led numerous projects compiling information for refreshes and building out new areas of the data center while working closely with management, project teams, and vendors

Configured, implemented, and supported NICE Recording for end users in compliance with regulatory legislation

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

Other relevant experience:

Electronic Data Systems, Charlotte, NC

Communications Technician, Advanced

Directed system recovery and fault isolation in Frame Relay environment for operations critical to airline reservations, ticketing systems, in a Network Operations Center (NOC) environment.


Intermediate Networking (Currently enrolled)

Central Piedmont Community College, Charlotte, NC

CompTIA A+ Course

Central Piedmont Community College, Charlotte, NC

Electronics Technology

Technical Career Institute, New York, NY

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