Scott Jeffries

***** ******** *****

Boca Raton, FL

954-***-****

ad2wyl@r.postjobfree.com

Seasoned and experienced Customer Support Engineer with extensive technical and management skills. A client advocate motivated to make a difference for an organization, and a team player hoping to mentor and inspire others to be all they can be.

- Broad experience supporting multiple products, advanced technologies and services within the IT field.

- Vast knowledge, experience and understanding of documentation, processes and metrics related to managing customer support engineers.

- Extensive Professional communication skills and experience dealing with challenging clients and scenarios.

- Quick learner with extensive development and operational skills as well.

- Management experience supervising teams as small as 2 members and as large as 75.

- Constantly analyzing and thinking of ways to make things better, easier and more beneficial for clients and the organization.

TECHNICAL AND TROUBLESHOOTING SKILLS

Operating Systems:

Windows XP, Vista, 10, 11 Personal and Business, Windows Server NT, 2000, 2003, 2012, 2016, 2022, Linux Ubuntu 16

Services and Software:

Net+ Certification, Microsoft Active Directory, Microsoft Exchange and Domain Services, IIS and Apache Web Services, VoIP, Broadsoft, SalesForce, Slack, Messenger, Excel, PowerPoint, Access, Git, SharePoint, Outlook, Word, OWA, AWS, JIRA, StableDiffusion

Protocols and Languages:

DHCP, VLAN, TCP/IP, SIP, SSL, ICMP, DNS, HTTP/HTTPS, SOAP, REST, UDP, TCP, FTP, JSON, XML, SMTP, Perl, Javascript, VB.net, Python, VBasic,

Hardware:

Edgewater, D-Link, Cisco and Netgear Routers, Switches, Bridges. Windows Firewall and SPI Firewalls. PCs and Computer Hardware, Printers, Tools and Peripherals.

EXPERIENCE

Customer Care Support Lead

AlertSite at Smartbear in Coconut Creek, FL

November 2013 through February 2023

- First point of contact for all Customer Care issues related to the product.

- Supervisor and mentor for junior support engineers

- Reporting on and monitoring metrics including Customer Satisfaction and Time to Resolution

- Extensive remote troubleshooting of issues related to web monitoring inside a private network

- Deep knowledge of web browser behavior and metrics related to internet traffic and end-user experience

- Sales Engineering Support for sales team when required

- Maintaining communications with all internal teams on relevant customer and global issues

- Tracking issues and acting as an in-house advocating for clients

Exchange and VoIP Support / Operations Engineer

Mailstreet and Apptix in Ft Lauderdale, FL

January 2007 to November 2013

- Provision and Configure telephone hardware and software for new clients

- Troubleshoot and assist clients with telephone or router issues

- Advanced troubleshooting of Router configurations including redundancy and VLANs

- SIP message Tracing and analysis using tools including Putty and Wireshark

- Managing client configuration file security and access

- Worked with Exchange and Active Directory as part of the Mail Team

Call Center Support Engineer and Supervisor

The Answer Group in Ft Lauderdale, FL

May 2004 to November 2007

- Call Center Supervisor managing as many as 75 people at one point

- Troubleshooting computer hardware issues in a high pressure environment

- Setting up appointments for and assisting On Site agents

- Making follow-up outbound feedback calls for call center clients

- Scheduling appointments and selling IT services to callers

- Troubleshooting and assisting callers covered by a product protection plan

- Reporting and maintaining expectations for team members based on their role within the team

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