Scott Hannah

**** ******** **. **

Columbia Heights, MN 55421

Home: 763-***-****

Cell: 763-***-****

adyoax@r.postjobfree.com

https://www.linkedin.com/in/scott-hannah-7a46b5164/

Client Support Specialist with 15+ years experience and a strong background in technical support, staff training / development and quality assurance providing technical support to a wide variety of clients. Eager to learn new skills and perfect the customer / client experience.

CERTIFICATIONS

NTTData Services ITIL 4 Foundation

NTTData Services Software Asset Management (SAM) – Foundation Grade 4

NTTData Services Data Engineer - ORACLE

NTTData Services Informatica

NTTData Services DWH Concepts Module I

NTTData Services HP Connectivity, Firmware, and Security Technology II

NTTData Services HP Diagnostics Tools Module III

NTTData Services HP Diagnostics Tools Module IV

NTTData Services HP Diagnostics Tools Module V – HP PC Hardware Diagnostics UEFI Assessment

TOOLS UTILIZED

Active Directory Support,, Citrix, CCNA Coursework, CCTV camera systems, desktop and Laptop repair, Endpoint, FSTools, Genetec, Infomatica, Intune, Maximo, Notification, Outlook, Partners Online, Password Vault, Printer support ( HP & Lexmark), RPS, Salesforce, SAP, Security Business Net, ServiceNow, SQL-Query Analyzer

EMPLOYMENT HISTORY

Technical Support Specialist – (NTT Data Services) – St. Paul, MN

December 2021 to July 2023

- Provided escalation assistance for dissatisfied clients or internal employees and/clients.

- Project documentation and technical support for updates for wide variety of clients.

- Substantially reduced property and product loss by providing liaison support between the end

users and the contract vendor support for troubleshooting server hardware and software applications.

- Increased client and vendor productivity by providing excellent technical support for laptop

equipment, inventory control mobile devices, and various printing equipment.

- Enhanced client and employee satisfaction by utilizing remote technical troubleshooting

support for various clients using SCCM, Skype, MS Teams, FS Tools, Intune.

Technical Support Analyst – (Genesis 10) – Richfield, MN

March 2020 to December 2021

Temporary Contract Position (off and on due to COVID19 atmosphere)

Provided escalation assistance for dissatisfied clients or internal employees and/clients.

Technical Support Specialist, (Resideo), Golden Valley, MN

December 2019 - March 2020

Temporary Contract Position

- Increase productivity by providing technical phone support for Honeywell thermostats and

related HVAC equipment.

Various Positions at Target (TVS), Target Corp., Brooklyn Park MN

July 2000-December 2019

- Substantially reduced property and product loss by providing liaison support between the end

users and the contract vendor support for troubleshooting server hardware and software applications.

- Provided the necessary quality assurance standards that met or exceeded UL listing

requirements.

- Increased client and vendor productivity by providing excellent technical support for laptop

related equipment, inventory control mobile devices, and various printing equipment. (Achieved 82% FLR)

- Enhanced the safety of customers and employees by remote troubleshooting CCTV security

camera systems (digital and analog). (Achieved 80%) - Ensured integrity by monitoring the

contractors to provide timely services, deliveries, and product replenishing which increased

efficiency and profitability

- Enhanced client and employee satisfaction by utilizing remote technical troubleshooting

support for various clients using SCCM, Skype, Lync, Base24, and Host.

- Enhanced the process of information sharing between fellow employees by creating detailed

technical documentation. This effort provided an on line option to promote consistency

between technicians and field personnel therefore enhancing efficiency and lowering costs.

- Vastly improved the communication process between clients, contractors, management and

emergency personnel by providing administrative resources maintaining an emergency paging

system. With this process the team could communicate issues or concerns quickly to staff

members. Especially in a business continuation situation.

EDUCATION

Bachelor of Science - Minnesota State University - Mankato

Major: Law Enforcement

Minor: Computer Science

Special Class Engineer Certification – State of Minnesota

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