Customer Care Desktop Support

Scott A. McKay

** ******** **. ******* **, *****, Cell 716-***-****, *******@*****.***

Computer Scientist / Network Administrator / Cisco Meraki

SUMMARY

Professional with 20+ years of experience in the computer industry as a WAN and LAN technical specialist, data communications trouble-shooter, and support representative. Background includes user support, systems installation / engineer, repair, maintenance, troubleshooting, problem resolution, and programmer. Proven record of success in small businesses, as well as call-center environments, universities and corporate environments. Facilitated technical support to customers, along with construction, maintenance, and repair of client / server machines. Successfully designed, constructed, and implemented network strategies for home, businesses, and Universities.

SKILLS

OSX Microsoft Windows (all) Diagnostics

Training Help Desk Operations Microsoft Office

Cisco Meraki CMNO RDC / RDP Mail Clients

System Tuning Customer Service System Maintenance

Programming Component Repair Apple IOS

Call Center Logistics Support Techniques / Ticketing Web Developing / IIS

Cisco Networking / VPN Active Directory Network repair

EXPERIENCE

Baillie Lumber Company – November 2018 – Present

Worked with staff to provide outstanding service to the customers and company.

Provide Technical support and customer care for remote lumber yards related to desktop and network issues

Worked with internal employees to solve help desk related issues - LAN and WAN

Provided real time input to Engineers and Management related to company operations

Spectrum – Complex Coax Support Team Specialist – March 2017 – November 2018

Worked with staff to provide outstanding service to the customers and company.

Provide Technical support and Customer Care for Business Class Customers.

Work with business class customers to solve and develop I.T. solutions for their business.

Provide real time documentation and reporting of possible outage and company concerns

impacting the customers and services.

Work to resolve customer related issues using Spectrum tools including, ICOMS, EMPRIX, RIO, NYROC, Archer, TrackOS, Device Mgmt, Omse, IMPT, DNS tools, CSG, and OMSE.

Time Warner Cable – Tier 3 Rep 2 – August 2015 – March 2017

Worked with staff to provide outstanding service to the customers and company.

Advanced Technical support for Time Warner cable customers.

Troubleshoot customer equipment to resolve issues relating to CPE and modems.

Work to resolve customer related issues using TWC tools including, ICOMS, AAD, EMPRIX, RIO, NYROC, CALL ABROAD, T3 Tools, Device Mgmt., Key and Omse.

Provide real time documentation and reporting of possible outage and company concerns

impacting the customer and company.

McKay’s Clothing – E-Commerce Manager - April 2011 – Present

Worked with our staff to provide outstanding service to the customers and company.

Developed the ecommerce site www.mckaysworkclothing.com. Built upon the NopCommerce platform I am responsible for the security, development, structure, sales, and image of McKay’s Clothing’s presence on the Internet.

Companies security monitoring, and backup of systems that run the daily operations of the business.

Backup and maintenance of critical systems that run B.E.S, ensuring our catalog of over 100K designs is always available to our designers.

Vonage Networks – Advanced Operations Tier 3 – Holmdel, NJ October 2008 – April 2011

Provided technical assistance to customers, assisting with network / internet access, and application software operation and installation of Vonage devices.

Worked with staff to provide outstanding service to the customers and company.

Worked with internal applications to diagnose and resolve customer issues in a timely manner.

Applications and tools used are but not limited to cca, interact, ping, trace route, DNS tools, voip tests, arrin, Whois, IKB, work flows, Twikki, sip logs Cisco VPN, VPN’s, Did stat, Sip traces.

To insure customer satisfaction contacted ISPs and did call backs to insure customer loyalty.

Rutgers University • New Brunswick, College Avenue March, 2004 – 2007

Division of Public Safety – Central Administrative Services

Provide technical/Help Desk assistance to Staff, assisting with network / internet access, and application software operation and trouble shooting including LANDesk,Bomgar.

Responsible for the maintenance of four departmental web server and websites http://rudots.rutgers.edu http://publicsafety.rutgers.edu http://rues.rutgers.edu http://publicsafety.rutgers.edu/rupd http://emergency.rutgers.edu using Front Page 2003, Dreamweaver Studio 8 and Server 2003 IIS 6.0.

Support C.A.S IT Staff to provide outstanding service to Public Safety and the University community.

Recipient of the Presidents Bridge recognition award for work with Citizen Schools.

Rutgers University • New Brunswick, Busch Campus January 1, 2004 – March 2004

RUCS Help Desk Consultant

Provided technical assistance to Students, assisting with network / internet access, and application software operation.

Worked with Help Desk staff to provide outstanding service to the University community.

Assisted Faculty and Staff in daily trouble shooting operations.

United On-Line (NetZero - Juno) • Buffalo, New York May 2002 - August 2002

Tech Support Agent

Provided technical assistance to customers, assisting with network / internet access, and application software operation.

Performed routine maintenance and user file backups.

Configured DUN (Dial up Networking) for new and current customers of Juno's and NetZero's dial up service.

Worked to meet company standards and provide constant customer care, as a corporate team member.

Adelphia Communications - Power Link Division • Buffalo, New York May 2001 - August 2001

Tech Support Rep.

Responsible for first line call resolution - In areas of cable modem installation and troubleshooting.

Provided technical assistance to customers, assisting with network / internet access, printing, and application software operation.

Logged call interactions into REMEDY Database for further customer care / support.

Performed troubleshooting of computer systems and related equipment.

Skilled at diagnosing and repairing personal computers.

Verizon • Buffalo, New York May 2000 - August 2000

Tech Support Rep - Level 2

Provided advanced support for DSL installation.

Performed maintenance of personal computers and peripheral equipment, identifying problems and providing appropriate solutions.

Provided desktop support for specialized hardware and software systems used in personal / business / corporate settings.

Worked with trouble-ticket data base systems to record and track user calls and e-mails.

Reported on common problems and complaints, escalating network-wide troubles to Lead Support Technicians - Tier 3.

Great Lakes Electronic Distributors • Buffalo, New York February 1999 - August 1999

System Engineer / Software Setup

Software setup of new computers w/ drivers and Operating Systems.

Board level diagnostics / repair.

System builder / upgrade analyst - Dual / Triple boot configurations.

Performed network configuration and system tests.

Performed routine maintenance on all types of computer equipment and printers.

Performed software and mechanical upgrades.

Performed maintenance of personal computers and peripheral equipment, identifying problems and providing appropriate solutions.

EDUCATION

St. Bonaventure University • St. Bonaventure, New York May 2003

Bachelor of Science, Computer Science

- Strong Object-Oriented analysis, design, and documentation background, with extensive programming and project experience in C/C++, HTML, Java, SQL, Visual Basic, Access, LISP, and Scheme. Limited experience with VBScript, JavaScript, Assembly, COBOL, FORTRAN, MIPS, and Pascal.

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