NEIL M. SCOTT

Phone: 704-***-**** Email: ad16gz@r.postjobfree.com

PROFESSIONAL SUMMARY

Detail-oriented IT Support candidate experienced in production operations and coordinating projects in telephony and network environments. This includes managing incidents, implementations, and projects in data centers, a campus environment, and trading floors providing an urgent and timely response. Strong ability to partner with leadership, stakeholders, cross-functional teams, and vendors to identify solutions and streamline processes. Currently seeking an IT Support position by demonstrating the following key strengths and areas of expertise:

Incident Ownership/Resolution

Change/Project Management

Team Building/Leadership

Network and Telephony Support

Installations/MACD’s

End User Support

WAN/LAN connectivity

Documentation

ServiceNow/Remedy/PAC2000

CORE COMPETENCIES

Exceptional problem solving, multi-tasking, communication, organizational, and time management skills.

Responsible for loading and confirming configurations on Cisco routers and switches.

Directed vendors during migrations while communicating with engineering and project teams.

Experience in implementing and supporting enterprise-scale business IT systems and equipment.

In-depth knowledge of datacenter connectivity to include WAN/LAN, storage, and servers.

Active listening to assist in translating business issues into technical solutions including technical leadership, coordination, and ensuring customer needs are met.

Outstanding leadership abilities; able to coordinate and direct all phases of project-based efforts while initiating efficient customer support initiatives.

CAREER OVERVIEW

Ameriprise Financial Implementation Coordinator (through consulting company) May 2022 – October 2023

Engaged with Ameriprise financial advisor offices interested in migrating voice services to VoIP which are integrated with SalesForce/CRM.

Collaborated with end users to discuss voice and telecom needs. This included masking numbers, Hunt Groups, Call Flow, ring time to individuals, and voicemail. Reviewed bandwidth requirements for a smooth transition.

Ensured legal and configuration documents for porting were completed.

Reviewed configurations in Cisco Unified Call Manager and Cisco Unity Connection Administration.

Instructed and trained users on Cisco Jabber Softphone and Cisco 88XX series phones prior to completing the migration.

Responded to user issues in a timely and urgent manner.

Opened and updated ServiceNow tickets for engagement, incidents, and changes to service. Bank of America Production Services Management (through consulting company) March 2020 – December 2021

Oversaw ATM Project supporting field engineers during Branch upgrades and conversions, reporting daily results to leadership.

Compiled list of ATM locations and ATM ID’s that will be affected on daily basis and distribute to team.

Fielded and handled calls from engineers and took ATM’s offline and out of production during site work using Base 24 commands. Restored network connectivity and verified the ATM’s are in production status after site work is complete.

Reviewed, updated, and escalated tickets to ATM vendors for field service. Speakerbus, Inc. System Engineer April 2019 – October 2019

Partnered with voice engineering teams to ensure the successful implementation of Trader Voice systems.

Configured, tested, and troubleshot user profiles using Cisco Unified Call Manager and applied to trading platforms.

Installed, tested, commission, and maintained trading platforms and networking equipment to ensure maximum uptime for trading personnel.

Loaded IP configurations and software licenses on network switches prior to deployment. Neil M. Scott Page 2

CAREER OVERVIEW (CONTINUED)

Engaged in bridge line calls to assist in troubleshooting and resolving network issues and outages. Wells Fargo Business Systems Consultant (through consulting company) July 2018 – December 2018

Key member of Enterprise Cloud Services team responsible for creating, updating, and closing PAC2000 Change Records for Azure and Cloud Foundry applications migrating to the Cloud.

Collaborated with Business Analysts, Project Managers, and stakeholders to gather requirements to populate the Change Record and meet the expectations of the scheduled migration.

Escalated issues to various business partners and stakeholders to ensure all required approvals are signed off. BB&T Corporation IT Data Center Systems Specialist II (through consulting company) July 2017 – April 2018

Responsible for deployment and decommission of critical network hardware including Cisco routers, Nexus and Catalyst switches, servers, firewalls, mass storage devices, and structured cabling.

Performed CAT5/6 and fiber optic cable testing and troubleshooting on new implementations as well as production infrastructure. Worked with vendors and took ownership of escalations to resolve issues in an efficient manner.

Documented and RFID tag devices and cabinet elevations. Maintained logs for defective and legacy hard drives that needed to be secured for destruction.

Bank of America ATM Level 2 Support (through consulting company) December 2016 – July 2017

Monitored and proactively acted on ATM issues to determine if software or hardware related.

Collected, analyzed, and supported other departments to ensure ATM transactions were processed correctly and provided documentation on findings.

Took ownership of escalations and performed troubleshooting with ATM vendors to resolve issues in a timely and efficient manner.

Wells Fargo System Support Analyst/Project Coordinator May 2000 – December 2016

Team Leader and point of contact at Customer Information Center supporting an enterprise data center and campus in a 24X7 environment to ensure critical WAN/LAN and telephony connectivity throughout network.

Installed, connected, tested, and troubleshot circuits including T-1’s, DS-3’s, SONET (optical) circuits, POTS from dmarcs to terminating devices for new implementations and break/fix issues.

Partnered with engineering teams to load and test Cisco IOS and configurations on routers and switches prior to installation.

Coordinated with stakeholders and vendors through life cycle of implementations and projects. This includes migrations to refreshed devices and decommissions of legacy devices.

Managed and submitted vendor quotes for allocation of funds for data center and campus project initiatives.

Successfully led numerous projects related to server farm buildouts, router and switch upgrades, and VoIP implementations.

Forged partnerships as a liaison between the technical design staff and business requester to ensure all requirements were met and gathered in a timely manner.

Participated in production operations calls to partner in facilitating fault isolation and restoration of services, coordinating and troubleshooting with Network Operations Center, management teams, and stakeholders. Updated tickets through PAC 2000 Ticket system

Provided urgent response in fast paced environment supporting trading floor operations for Wells Fargo Securities minimizing impact relating to voice and trading platform issues.

Documented circuit dmarcs, connected devices, and locations to assist in facilitating troubleshooting and fault isolation on affected devices.

Created playbooks to assist team in configuring and troubleshooting complex communications devices.

Configured and supported NICE Call Recording solution for end users in compliance with regulatory legislation.

Exceed Service Level Agreements on a consistent basis regarding problem resolution and assignments. Electronic Data Systems Communications Technician, Advanced

Direct system recovery and fault isolation in a Network Operations Center (NOC) environment utilizing a Frame Relay network critical to airline reservations, ticketing systems, and luggage tagging operations. Neil M. Scott Page 3

EDUCATION

Intermediate Networking Course

Central Piedmont Community College, Charlotte, NC

CompTIA A+ Course

Central Piedmont Community College, Charlotte, NC

Electronics Technology

Technical Career Institute, New York, NY

TECHNICAL PROFICIENCY

Telecommunications: Cisco Unified Communications Manager, Cisco Unity Connection Administration, Cisco 88XX phones, VoIP, SONET, DS3, T-1, ISDN, POTS, NICE Call Recording

Networking: Cisco Routers and Switches, TCP/IP

Tools/Software: MS Teams, SSH, PuTTY, Network Monitoring, NetZoom, Remedy/PAC 2000, ServiceNow, SharePoint, JIRA, Microsoft Office, Visio

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