Sign in

Customer Service Manager

Silver Spring, MD
March 16, 2019

Contact this candidate


Scott A. Sartorius

**** ******** ******* ****** ******, MD 20906 Home: 301-***-****

Professional Profile

Accomplished IT support professional with experience in combining technical and business solutions to support overall corporate strategic goals. My ability to lead effective teams and leverage operations and technology to meet and exceed business objectives has led to my career growth and progression. I am looking to utilize my background in an IT leadership role with an organization that rewards hard work, results and success. Highlights of skills:

Network Support

Disaster Recover & Continuity Planning

Project Management

Strategic Planning & Analysis

Training & Development

Team Leadership & Effectiveness

Hardware & Software Support

Process Implementation

Technical Competencies

Software: Windows Office 2000/2003/2007/2010, Windows Active Directory, Norton Ghost, Symantec PC Anywhere, Veritas,SafeBoot, Florical, ITv, Flip Factory, M Series Server, Statmon Nielson Monitoring, INews, Dalet, CGS Crawl/School Closing, Video Ship (VOD), LeaderPlus, Deko, Oasis, Panasonic P2 Viewer, Edius, Wincue, Tight VNC, Avid Media Manager, Citrix, Omar, Sametime, Antivirus (Sofos, McAfee, & Symantec), Blackberry Desktop Manager, Adobe Photoshop, Caption Cop, Win ZIP, Firefox,, Putty, Magic, Cisco Unity Manager, Nagios, Solarwinds, Jira HD

Hardware: Netopia T-1, DSL, & ISDN, Flowpoint DSL, and Adtran Total Access T-1/VoIP routers, P2 cards, Desktop PC’s (Dell 260/270,620/745/760), Laptop PC’s (Dell 400/600/610/620/630/820), Blackberry, wireless routers, local and network printers, tape backup storage devices, KVMs & KVM extenders, Cisco routers & switches, Ethernet & fiber optic patch panels, monitors

Operating Systems: Windows 95/98/NT/ME/2000/XP/ Vista/ 7/8 /10, various Mac operating systems,

and Linux (Ubuntu)

Professional Experience

Get Well Network – 2015 to 1/2019

Tier 2 Support Engineer

Perform daily responsibilities of technical escalation support and production configuration requests.

Record, research, and troubleshoot issues reported by clients.

Became a knowledge expert in all aspects of the products.

Act as primary liaison between participating (manages, field support, software development, & client).

Provide timely communication on status and resolution of issues to clients and internal teams.

Ensure efficiency, productivity, and quality standards are met for all clients according to established service level agreements.

Western Union (TGBP/CCT Division) – 2013 to 2015

Production Support Specialist

Provide technical, procedural, and administrative support for an entire suite of 17 proprietary applications used for financial transactions and management.

Work closely with application developers, database administrators, and project managers to identify, replicate, and resolve application and systems issues.

Participate in QA testing of new applications and functions.

Delegate responsibility to the Tier 1 Help Desk staff.

Train and mentor new employees.

Western Union (TGBP/CCT Division) – 2011 to 2012

Technical Support Specialist

As part of a team of 4 specialists, responsible for fielding over two thousand emails, one thousand phone calls, and one thousand trouble tickets a month from offices in twelve different countries world wide.

Adhere to strict security, anti-money laundering, and compliance regulations and laws such as Sarbanes/ Oxley (SOX) and Dodd/ Frank.

Create and administrate user accounts in Active Directory for all North American offices.

Administrate Cisco telephones and telephone systems for all North American offices.

Occasionally provide desktop support for DC offices.

NBC/CompuCom – 2007 to 2010

Technical Support Analyst

Responsible for providing hardware, software, network, broadcast and support for numerous functional business units, leveraging IT resources to make key business functions more efficient.

Core Support Projects:

o NBC News Washington Bureau, WRC & MSNBC.

o NBC Press offices in the White House, Capitol Hill, State Department and The Pentagon.

o NBC Shows “Meet the Press”, “Hardball”, “NBC Nightly News”, and “The Today Show”.

Collaborate with technical teams and key decision makers in the development and evolution of technical standards, guidelines, IT roadmaps, usability and scalability.

Provide extensive network and application support to numerous departments, monitoring and maintaining laptops and desktops and providing overall support to internal and external end users.

Accountable for training cross-functional support teams on assembling, configuring and supporting various servers and workstations, along with network printing, application issues and modem connectivity.

Mentor and train team members and management on organizational objectives and “mission critical” projects, ensuring all deadlines were met and IT operations remained functional.

Atlantech Online Inc. – 2003 to 2007

Provisioning Manager/Customer Service Supervisor (2004 to 2007)

Primarily responsible for managing and directing a high volume call center for an Internet service provider, leading a team of customer service associates to resolve technical and billing-related issues.

Supported the inside sales staff and contributed individually by effectively answering technical questions surrounding products and services while providing solutions to new and prospective customers.

Provided customer service training to new associates, including professional business acumen and methods of handling frustrated customers with issues and complaints.

Determined customer service training needs by evaluating current team competencies and long and short-term goals of representatives, including a transition to solutions based selling.

Maintained the master schedule to allocate resources on numerous projects, particularly in times of high volume and customer service overflow.

Successfully coordinated the installation and configuration of T-1, DS3, VoIP and DSL Internet connections with end users and vendors, answering questions regarding systems enhancement and limitations.

Atlantech Online Inc. – 2003 to 2007

Level III Technical Support Engineer (2003 to 2004)

Responsible for providing on-site and remote technical support and expertise working with numerous internal support teams on overall IT troubleshooting for T-1, DS-3, DSL, ISDN and dial up connections.

Provided 24 hour troubleshooting and technical support, accommodating multiple departments and coordinating action plans to support and maintain email accounts for both individuals and domains.

Maintained and monitored DNS zone files, co-located servers, backup devices and peripherals, websites and servers, firewalls and various hardware and software.

Assisted with disaster recovery related processes and business continuity planning, ensuring procedures were in place to secure proprietary information, recommending solutions to minimize risks and intrusions.

Trained and directed new and existing support personnel on policies and standards, ensuring proper documentation and training was in place for all procedures.

Cleverex Systems – 2002 to 2003

Software Trainer/Support Technician

Responsible for providing technical support for over 1400 users of Head Start Family Information Software (HSFIS), a product offered free of charge to any government-funded Head Start agency in the US.

Travelled extensively to support client sites and develop partnerships with key stakeholders, providing onsite technical support and training on the proper installation and usage of the software.

Led instructional workshops and demonstrations at the in-house training facility, delivering presentations to end users on the limitations, enhancements and objectives of the software.

Provided insight and expertise on the functionality of different software modules, including proper data input procedures, installing software on network servers and stand alone PC’s.

Created and documented training procedures for custom software configuration, generating reports, and purging and correcting corrupt data from the user’s HSFIS databases.

CapuNet, LLC – 1999 to 2001

Level II Lead Technician/Systems Engineer (2000 to 2001)

Level I Helpdesk Technician (1999 to 2000)

Provided Tier 2 technical support for business and residential DSL, Dial-up, ISDN and T1 customers, working extensively with Unix Shell to complete daily troubleshooting and testing tasks.

Trained support technicians on proper troubleshooting procedures, implementing processed to onsite engineers to maximize high speed connectivity.

Acted as a liaison between the help desk and CLEC, collaborating with management, billing and customer care on multiple, simultaneous projects to streamline processes and expand company growth initiatives.

Successfully rolled out VPN solutions for remote users and customers, including custom engineering and projects for VPN topography.

As a result of high performance reviews and manager recommendations, received a promotion from Level I to Level II support within my first year of employment.

Education & Training

Computer Analytics, Inc. – Courses taken in a variety of IT support competencies

Omega School for the Recording Arts

Montgomery College – Courses taken towards a degree in general studies

Contact this candidate