David E. Scott Information Technology Professional

Compliance ~ Team Leadership ~ Project Management

A top-performing IT professional providing superior customer service for clients with more than 10 years of technical support in a Call Center and end-user environment providing hardware/software/POS support; Considerable experience in system-operations training, with a strong focus and impeccable detail on superior customer service; Extensive knowledge and experience with Call Center software and phones including call monitoring equipment and monitoring devices; Providing monitoring of network connection to all devices and workstations to include POS connections

Project Management Experience: Led SAP IT project as SAP Test Lead/Project Leader; Responsibilities included coordination of the prioritization of test scripts and defects treatment, scheduling and escalation of issues or concerns, tracking defects from initial identification through post deployment analysis, review, and validation of test components of Project Plans and estimates, coordination with Business and Technical stakeholders

Technical Expertise: MS-DOS, VPN Desktop Configuration, McAffee Configuration Setup, Entrust Configuration, EPO Configuration, SCCM Application Configuration, SQL Configuration, Citrix Configuration, Microsoft Windows XP, QuickBooks Pro, Linux, Unisys/Tandem Nonstop Guardian 90, Vista, 7 and 10. Office (Word, Excel, Outlook /Express 2003/2007/2010 including Active Directory, Service Now, Office 365, SAP and Heat support service 9.5; Bally CMS (Casino Management Systems), NetWare, Smart Reg, NCR CASH SYSTEM (RADIANT SYSTEM); Extensive experience in network and systems configurations, hand held devices, setups and installations of PC’s, printers, laptops, MacBook Computers (MacOS), POS systems, as well as various peripherals, data-entry, and file updating. Application will include the following: Dragon Medical One, Temp Trak, Capsule, Philips Physio Monitoring / IBE, OBIX, Interqual, NexTech, Video on Demand systems, Nurse Call, ProVation, Sterile Processing Management.

Strategic Planning & Analysis

Team Leadership & Collaboration

Cross-Functional Coordination

Documentation & Reporting

Process Optimization

Policies & Procedures

Risk Management & Issue Resolution

Lean Six Sigma & Project Management

Interpersonal Communication

Vendor & Stakeholder (TPA) Relations

Workflow & Flowcharting

Staff Supervision

Root Cause Analysis

Administrative Support

Research & Investigation

Professional Experience

GM FINANCIAL Arlington TX May 2021 – Current

Senior Lead Helpdesk technician

Supervise, motivate, and lead data migration team of 3 people for Windows 10 System Configuration Rollout

Manage the day-to-day financial services IT project operations of upgrading hardware and software to include imaging laptops and desktops from Windows 7 to Windows 10 and Office 365

Support and configure stand-alone and network printers

Troubleshoot connectivity issues for LAN/WAN/VPN locations, as well as remote, for printers and hardware devices, and add end-users to Active Directory

Monitor ticket queue for tickets and process quickly

Document and communicate regularly and effectively through SCCM ticketing & inventory system, verbally with internal and external IT customers

STEWART HEALTHCARE GROUP Dallas TX March 2020 – November 2020

Senior Project Lead Engineer

Supervised, motivated, and led data migration team of 3 people for Windows 10 System Configuration Rollout Project in a hospital environment for locations: Phoenix, AZ, Salt Lake City, UT and Midland, TX

Managed the day-to-day hospital IT project operations of upgrading hardware and software to include imaging laptops and desktops from Windows 7 to Windows 10 and O365

Supported and configured stand-alone and network printers, changed VLAN locations for printers and hardware devices, and added end-users to Active Directory.

Programmed CTZ Capsule Neuron devices for all CCU units while working closely with local Help Desk and BioMed departments

White-gloved new software and hardware installations for doctors, nurses, and pharmacy directors

Performed basic installation of MS Teams and other communications throughout the hospital to include status board.

programming in Pre-Operations and OR Departments. Updating, replacing, and configuring all MacBook computers for all Doctors.

Programmed Honeywell barcode scanners for all departments throughout the hospital.

Utilized ticketing system SERVICE NOW to maintain SLAs to resolve or escalate issues.

Application Support to include Philips and Dragon software, Capsule application and programming, Video and Skype support through out the hospital, Sterile management support in the OR department. Monitoring all Nursing station.

COLLABERA. SANTANDER CONSUMER USA Dallas TX August 2019 – February 2020

Senior Project Lead Engineer

Supervised, motivated, and led data migration team of 7 people for Windows 10 System Configuration Rollout Project

Windows 10 System Migration included changing, updating, and configuration of POS devices (i.e. Verifone and Toshiba 4690)

Managed the day-to-day support operations for the desktop team to ensure timely response and proper completion of incidents and tasks by coaching data migration team though new and routine tasks.

Oversaw the desktop support assigned incidents and tasks, identifying areas for improvement including developing, standardizing, refining, and documenting procedures, and workflows.

Tracked and managed inventory of end user equipment including capacity planning to ensure inventory met short timeline requests through asset replacement and recycling.

Supported and configured stand-alone and network printers, VOD (Video on Demand), to include Zoom and Cisco WebEx conferencing tool, also to include Microsoft Skype.

Company applications pipeline developed by the Development teams, being heavily involved in operation, deployment, and support.

Troubleshooted and resolved overly complex customer technical problems requiring sound judgment across company-wide environments and provided recommendations.

Performed Level II and Level III trouble shooting duties.

TEEMA SOLUTIONS GROUP. WINSTAR CHICKASAW NATION CASINO Dallas TX October 2018 – July 2019

Lead Desktop Client Support Engineer

Installed and configured QuickBooks Pro software for Accounting and Payroll departments

Led data migration team of 6 people for Windows 10 System Configuration Rollout Project

Supported and configured stand-alone and network printers.

Monitored, logged and tracked all phases of help desk support including executive’s support.

Performed daily uploads to POS systems (Agilysys, Verifone, Data Logic, data card devices, etc.) and networking devices throughout the Casino property.

Windows 10 System Migration included changing, updating, and configuration of POS devices (i.e. Verifone, Toshiba 4690, and NCR software including hand-held)

VOD (Video on Demand to include Cisco WebEx to configure in each conferencing room. Also, Microsoft Skype tool configured.

Maintained inventory of desktops, laptops, MacBook computers and monitors throughout the Casino property.

Supported all Microsoft and Apple products by performing any administration and configurations.

Maintained Windows OS desktop systems for retail in-store operations.

Performs Level II and Level III trouble shooting duties.

AAA/TITLE MAX/ UNISYS Carrollton, TX January 2015 – September 2018

Desktop Support/Tech Support

Maintained daily operations for customers on site and off site, including India.

Supported Cisco network devices, vendor connection devices, and supporting all POS software devices and updates.

Handled an average of 60 calls per day; Resolved 50% of calls within company's 6-minute Average Handle Time

Supported and configured stand-alone and network printers.

Monitored, logged, and tracked all phases of help desk support including executive’s support.

Remoted into customer computers using BOMGAR to resolve software and hardware issues.

Used Network protocols inside SOLAR WINDS to find broken communications.

Supported all Microsoft, add and configure.

Maintained inventory of desktops, laptops, and monitors throughout the company.

Used ticketing system SERVICE NOW to maintain SLAs to resolve or escalate issues.

Daily uploads to POS systems and networking devices in the NOC center

ACE CASH EXPRESS Irving, TX April 2012 – December 2014

Technical Support

Supported and resolved issues concerning NCP and state by state Title and Payday loans

Support for deployment of hardware including desktops/laptops of all types.

Support for all Cisco router, hubs, and switches

POS troubleshooting, support, connectivity and loading POS Software and updates

Configured and installed network and stand-alone printers

Installed customer software using Altiris software console.

Supported Microsoft Windows XP, Vista, 7 and 10. Office 2003/2007/2010 including Active Directory and NCP

Installed field software to remote devices, desktops, and laptops.

JCPENNEY CORPORATE OFFICE Plano, TX March 2011 – March 2012

Phone hardware and Software Deployment support

Provided user support by resolving issues via Remedy Ticketing System over the phone

POS troubleshooting, support, connectivity, loading POS software and updates for all MacBook Computers for the Designers Department using MacOS.

Installed customer software using Altiris software console to push all software either by IP address or machine name.

Provided technical support, set up, and configurations for Blackberry, Note Pad devices

Installed field software to remote devices, desktops, laptops, and notebooks.

Imaged new Windows 7 machine for Developer and field support of the device

Support for deployment of hardware, including desktops and laptops of all types (Oracle, Dell, HP, Lenovo, Apple)

Support for all Cisco routers, hubs, and switches and configured and installed network printers and stand-alone printers.

DR PEPPER SNAPPLE GROUP-VOLT TECHNICAL RESOURCE Frisco, TX November 2010 – March 2011

Helpdesk Support Agent (CONTRACT POSITION)

Investigated and logged all proprietary software issues reported by customers.

Researched technical calls logged in the Remedy tracking system name.

Trained other staff to use the program efficiently by way of desktop remote tools.

Performed data conversions and repairs of customer data to meet specified program requirements using the SAP application, such as unlock SAP id’s and setup process.

Identified and resolved network and Internet connection issues.

Maintained 50 to 150 call base of customers per day for user support throughout Dr. Pepper.

Answered technical questions regarding proprietary software products.

Access all remote and VPN services.

Education

Bachelor of Science, Network Communication Georgetown University Washington, D.C.

Certified Manufacturing Specialist, Robotics Support Delta Community College Monroe, LA

Certifications

A+ CCNA

Network+ Security +

Contact this candidate