**** *** ****** **. ***********, MN ***** 612-***-**** adxhcd@r.postjobfree.com

Scott Thomas Kneeland

SUMMARY

Pragmatic and resourceful Business Systems Support Analyst with comprehensive experience providing crucial analysis on multi-million-dollar technologies, systems and services. Provides responsive decision-support expertise needed to achieve qualitative enhancements and ensure delivery of high-quality services and technology solutions. Highly adept at identifying, articulating and implementing relevant requirements, understanding complex business process functions and correctly applying cost-effective analytic tools. Excellent communicator and technical liaison capable of resolving challenges among cross-functional departments and individuals. Kk

Works closely with senior managers, IT, marketing, product managers, developers, business owners and customer support teams to consistently solve problems, build new efficiencies and provide the tools for further profitable solutions. Proven reputation for getting to the root of critical problems and providing invaluable expertise.

Time Gap EXPERIENCES

Continuing job searches and interviews while in COVID

Volunteer work at Bloomington VEAP – 6 months

Community education focused on software, hardware and technology

Coursework through Minnesota unemployment – in-class and online

Part time sales associate with Macy’s – 2 years

EXPERIENCE

IT Deployment Operations System Analyst

(March 2019 – December 2019) IBM on-site with Best Buy

Receive project support calls from Best Buy Project Teams and Third-Party Technicians in the field.

Monitor the internal Deployment Operations Application and external ServiceNow systems for incident tickets assigned to the Deployment group.

Receive project support calls from Best Buy Project Teams and Third-Party Technicians in the field.

Work with Best Buy Project Teams, field technicians, retail store employees, L1 Service Desk, as well as IBM and other Best Buy Support groups to resolve project incidents with consideration of ticket severity and priority.

Engage Best Buy and IBM Project Managers as needed for issue resolution.

Proactively search tickets assigned and work towards resolution.

Ensure customer concurrence on incident resolution.

Facilitate retail and network device troubleshooting and service performed by vendor groups as needed.

Office Services – Real Estate and Work Solutions Associate

(2014 – December 2018) Willis Towers Watson

Served as a key resource for internal and external clients, colleagues and visitors in our office.

Maintained a strict service level of professional excellence while providing responsive and supportive services to Associates, Administrative Staff, building management and vendors.

Work effectively with Property management, Corporate Real Estate and outside vendors.

Acted as an IT/OS support liaison in resolving desktop and printer related issues and questions. Assisted in handling computers and peripherals, loaner equipment and other equipment requests.

Maintained a strict inventory of corporate IT assets by conducting physical counts, keeping updated documentation and communicating with IT and Management when assets needed replenishment.

Work with outside vendors in scheduling annual preventative operational maintenance for HVAC units, fire detection/suppression loops, generator and other back-up systems.

Subject matter expert in audio/visual equipment use including conference room telephony, projection systems and computer equipment/peripherals.

Project Manager - Daily Release

(2011 – Aug 2012) Tek Systems on-site with AT&T

Responsible for coordinating, implementation and updates of web activities for www.att.com

Maintained a strict service level of excellence while providing responsive and supportive services to Marketing and Business customers while coordinating multiple projects/tasks under tight time constraints ranging from 1 day to 3 months depending on scope.

Review of all requirements once submitted to ensure all information presented is understood, accurate and complete prior to moving projects forward based on a working knowledge of each team’s roles and responsibilities. Ensuring a repeatable workflow is in process.

Monitored and managed ticketing systems including detailed spreadsheets, assets and deliverables while providing updates to projects as necessary.

Partnered with Management, as well as with developers, testers, business managers and vendors to ensure successful launch and sustainment releases of crucial marketing initiatives and campaigns.

Acted as negotiator/mediator between teams when conflict arises by coordinating communication and work across impacted teams to ensure proper delivery of products and promotions.

Facilitated kick off meetings, technical discussions and planning meetings to organize aspects of projects.

IT Functional & Business Analyst

(2004 – July 2008) Cingular Wireless / AT&T Mobility Information Technology

Responsible for supporting, implementing and documenting management activities for IT Commissions systems and systems access.

Created, and maintained business and functional requirement documentation for IT Commissions.

Maintained a strict service level of excellence while providing responsive and accurate customer care and support services to end user customers.

Monitored, maintained and managed ticketing systems including detailed spreadsheets and ticket activity

Senior Analyst - IS / Product Support

(1999 – 2004) AT&T Wireless, NBS

Promoted to coordinate testing efforts for multiple releases of AT&T’s billing software.

Played key role in writing and publishing documentation on a variety of products and applications.

Partnered with leadership teams, IT, marketing and other internal business organizations to ensure new process, product and program alignment

Provided technical coaching, mentoring and training to team members.

Process & Research Representative

CERTIFICATION EDUCATION TRAINING TECHNICAL EXPERTISE

Certified Software Development Framework (SDF) & Product Offer (AT&T) Product Concept & Development realization, Rational Unified Processes. Agile Scrum Master

College Normandale College, Bloomington, MN

Training Project Management Coursework (PMI), Agile Certification

Technical Firm knowledge of MS Operating Systems & Suites; Excel, Access, PowerPoint. Visio, Cisco, DreamWeaver, HTML, Web Design & Maintenance. SharePoint, Remedy/JIRA. SQL, Oracle training. Data Warehouse/Data Mart experiences.

References Available Upon Request.

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