Scott

Safford

I N F O R M A T I O N T E C H N O L O G I S T

ad4i6x@r.postjobfree.com Maple Heights, United States 419-***-**** Profile

Accomplished and results-driven professional with over 20 years of extensive experience in Information Technology, Project Management, and Customer Service. Adept at leveraging technical expertise, strategic planning, and exceptional communication skills to drive successful outcomes in complex IT projects while ensuring utmost client satisfaction. Proven track record of leading diverse teams, managing multimillion-dollar budgets, and delivering innovative solutions to meet organizational objectives. Strong ability to navigate dynamic environments and adapt to evolving technologies, consistently exceeding expectations and delivering excellence. Seeking to leverage comprehensive expertise to contribute to the success and growth of a forward-thinking organization.

Employment History

Account Representative, LycaTel Inc, Independence

• Serve as the primary point of contact for assigned customer accounts, delivering personalized assistance and resolving inquiries related to billing, account management, and technical support.

• Provide technical troubleshooting and support for cellphone devices, accessories, and wireless network connectivity issues, ensuring timely resolution and customer satisfaction.

• Conduct needs assessments to identify customer requirements and recommend tailored solutions, resulting in increased customer retention and revenue generation.

• Collaborate with cross-functional teams including sales, technical support, and billing departments to streamline processes and address customer concerns effectively.

• Maintain accurate records of customer interactions and service requests using the company's CRM system, ensuring data integrity and accessibility for future reference.

• Proactively identify opportunities to upsell or cross-sell additional products and services based on customer needs and usage patterns, contributing to revenue growth targets.

• Stay updated on the latest advancements in cellphone technology and industry trends, participating in ongoing training and development initiatives to enhance knowledge and skills. Operations Manager, Discount Wireless, Cleveland

• Oversee the daily operations of the customer and technical support departments, ensuring adherence to service level agreements (SLAs) and performance targets.

• Lead a team of customer service representatives and technical support specialists, providing guidance, coaching, and performance feedback to drive continuous improvement.

• Develop and implement strategic initiatives to enhance customer satisfaction, reduce resolution times, and optimize resource utilization.

• Collaborate with cross-functional teams including sales, product development, and quality assurance to address customer feedback, resolve issues, and drive product improvements.

• Analyze operational data and performance metrics to identify trends, areas for improvement, and opportunities to streamline processes.

• Implement best practices and standard operating procedures (SOPs) to ensure consistency and quality in service delivery across all customer touchpoints.

• Act as a liaison between frontline staff and senior management, communicating key performance metrics, operational challenges, and strategic recommendations.

• Conduct regular training sessions and workshops to enhance team members' technical skills, product knowledge, and customer service techniques.

• Stay updated on industry trends, emerging technologies, and competitor offerings, leveraging insights to inform decision-making and maintain a competitive edge. Owner, SES Consultants, Toledo

• Provide front-line technical support to end-users via various channels including phone, email, chat, and in-person interactions, ensuring timely resolution of IT-related issues.

• Diagnose and troubleshoot hardware, software, and network problems, utilizing a systematic approach to identify root causes and implement effective solutions.

• Document support requests, incidents, and resolutions accurately and comprehensively in the company's ticketing system, maintaining detailed records for tracking and reporting purposes.

• Assist with the setup, configuration, and maintenance of desktops, laptops, printers, mobile devices, and other IT equipment, ensuring optimal performance and functionality.

• Collaborate with IT team members and vendors to escalate complex technical issues, coordinate problem resolution efforts, and follow up with end-users to ensure satisfaction.

• Educate end-users on IT policies, procedures, and best practices, providing guidance on security awareness, data protection, and system usage to promote compliance and minimize risks.

• Conduct training sessions and workshops to empower end-users with the knowledge and skills needed to leverage IT resources effectively and enhance productivity.

• Stay informed about emerging technologies, industry trends, and software updates, proactively researching and learning new tools and techniques to enhance technical expertise.

• Participate in IT projects and initiatives such as system upgrades, migrations, and deployments, providing input and support to ensure successful implementation and minimal disruption to operations.

• Continuously monitor and evaluate IT support processes and procedures, identifying opportunities for improvement and implementing enhancements to optimize service delivery and customer satisfaction.

Information Technology Specialist, D.S. Brown Company, North Baltimore

• Trained staff members on the use of new hardware or software technologies

• Managed multiple projects simultaneously while meeting deadlines. Performed system backups and data recovery operations when required

• Collaborated with other departments to develop effective strategies for leveraging technology investments

• Analyzed user needs to determine functional requirements for new or modified technology solutions

• Maintained inventory of IT equipment including computers, printers and phones

• Developed custom scripts for automating tasks in an Active Directory environment.

• Provided technical support to end-users on software applications and network infrastructure

• Created technical documentation for IT projects and processes

• Installed, configured, maintained and upgraded hardware components such as servers, routers, switches and firewalls

• Resolved complex technical issues related to networks, operating systems and applications

• Monitored system performance and identified potential issues before they became problems

• Configured network settings to ensure secure access to the organization's resources both internally and externally

• Trained new employees on technical support processes and procedures; answered questions as needed

• Configured and tested new hardware and software

• Provided technical support for customers via phone, email and chat; responded to customer inquiries promptly and professionally

Education

Bachelor of Arts, Communications, Ashland University, Ashland, Ohio Graduated Magna Cum Laude

Associates of Arts, Business, Ashland University, Ashland, Ohio Graduated Cum Laude

Links

LinkedIn

Skills

Ability to Multitask

Communication Skills

Leadership and Teamwork

Effective Time Management

Computer Skills

Project Management Skills

References

Jeremy Miller from LycaTel, Inc.

ad4i6x@r.postjobfree.com 216-***-****

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