Customer Service Communications Manager

NEIL M. SCOTT

Charlotte, NC

**********@*****.*** • 704-***-**** • linkedin.com/in/neilmscott

SUMMARY

IT professional, known for strong End-User Support, Incident Ownership & Resolution, team collaboration, and positive results

• Utilized Cisco Unified Communications Manager / Cisco Unity Connection Administration for the deployment of new VoIP services with 20+ plus offices per week

• Organized meetings to confer with site contacts to ensure configurations, testing, and scheduling prior to porting phone numbers

• Collaborated with engineering team to verify call flows including number of rings, number masking, hunt groups, and voice mail

• Led team ensuring critical WAN/LAN and telephony connectivity for an enterprise data center, campus, and trading floors

• Installed, tested, and troubleshot circuits (SONET, DS3, T-1, PRI, POTS) for new implementations and break/fix issues

• Coordinated and led numerous projects for router and switch refreshes along with data center buildouts

• Verified 100+ ATM IDs impacted daily with field technicians before beginning upgrades

• Proficiency in handling network and telephony incidents in a timely manner, partnering with NOC team to minimize impacts to network

• Collaborated with cross-functional teams and vendors to ensure maximum production uptime

• Provided onsite and remote support for end users including top executives and all levels of personnel

SKILLS

Technical Proficiencies: Network and Telephony Connectivity, Project Management, Implementations and Decommissions, End-User Support, Incident Ownership & Resolution Telecommunications: VoIP, Cisco Unified Communications Manager, Cisco Unity Connection Administration, Cisco Softphones and Cisco 88XX Phones, SONET, DS3, T-1, PRI, POTS, NICE Call Recording

Networking: Cisco Routers & Switches, TCP/IP

Tools/Software: Microsoft Office, MS Teams, SCCM, ServiceNow, SharePoint, Google Meet, Remedy/PAC 2000, JIRA, Network Monitoring SSH, PuTTY, NetZoom, Visio, Base24 EMPLOYER HISTORY

Field Service Technician (contractor) Novant Health March 2024 - Present

• Respond urgently to assist medical staff with desktop, printing, peripheral, and application support in a hospital setting, as well as clinic offices NEIL M. SCOTT (Continued)

• Troubleshoot network and vendor connectivity, printer mapping, and provide issue resolution

• Install imaging and application changes on user laptops and desktops utilizing SCCM and USB sticks

• Use Active Directory to assist users with access to various medical applications

• Accurately update ServiceNow tickets to reflect ticket status and update end users

• Collaborate with staff leadership to complete project moves and other changes Caregiver for family member November 2023 – April 2024 Implementation Coordinator (contractor) Ameriprise Financial May 2022 – October 2023

• Conferred with internal Financial Advisors transitioning voice services to VoIP that would be integrated with Salesforce/CRM

• Multitasked with 20+ plus offices per week throughout various stages of compiling information for migrations

• Ported phone numbers while collaborating with new carrier and local telcos

• Effectively assessed bandwidth requirements to ensure a seamless transition. Meticulously reviewed configurations in CUCM to confirm they were applied correctly

• Demonstrated customer service savvy to follow up with end users to resolve issues comprehensively and expeditiously

• Trained and guided users in the use of Cisco Jabber Softphone and Cisco 88XX series phones prior to finalizing migrations

• Generated and updated ServiceNow tickets to facilitate engagement, upload documents, incident status, and modify services

Production Services Management (contractor) Bank of America March 2020 – December 2021

• Coordinated ATM Project, guiding Field Engineers as branches upgraded and converted networking and ATM technologies

• Verified with field technicians the approximate 100+ ATM IDs that were impacted daily

• Collaborated with onsite field engineers for ATMs to be taken offline/out of production status for service applying Base24 commands

• Responded readily to restore ATMs to production status upon request once work was completed

• Documented daily project status of ATMs and uploaded to shared drive for management visibility

• Troubleshot ATMs in ticket queue. Updated and escalated tickets to ATM vendors in a timely manner

System Engineer (contractor) Speakerbus, Inc. April 2019 – October 2019

• Partnered with Voice Engineering Teams to implement Trader Voice systems

• Configured and troubleshot user profiles via Cisco Unified Call Manager, which was applied to trading platforms.

• Installed and tested trading platforms to achieve optimal levels of uptime for trading staff Business Systems Consultant (contractor) Wells Fargo July 2018 – December 2018

• Acted in a core capacity with the Enterprise Cloud Services Team to create, update, and close out Azure and Cloud Foundry PAC2000 Change Records as part of migration process

• Verified that all documents and records were signed off by respective groups and teams to move the migration process forward. Escalated issues as needed NEIL M. SCOTT (Continued)

IT Data Center Systems Specialist II (contractor) BB&T Corporation July 2017 – April 2018

• Deployed and decommissioned network hardware including Cisco routers, switches, blade servers, firewalls, mass storage devices, and structured cabling

• Led projects to refresh network switches and build out a new server farm

• Performed CAT5/6 terminations and fiber optic cable testing and troubleshooting on new implementations as well as production infrastructure

• Created a record of circuit dmarcs, connected devices, and locations to aid in fault isolation

• Worked with vendors and took ownership of escalations to resolve issues in an efficient manner ATM Level 2 Support (contractor) Bank of America December 2016 – July 2017

• Assessed and comprehensively responded to ATM concerns to determine whether each stemmed from software or hardware malfunction

• Amassed and studied information across departments to confirm accurate processing of ATM transactions and documented all relevant findings

• Owned all escalations and troubleshot them alongside ATM vendors to achieve timely resolutions

System Support Analyst Wells Fargo May 2013 – December 2016

• Supported trading floor operations regarding network, voice, and hardware

• Engaged with trading staff to understand issues and resolve in a timely manner

• Updated configurations on voice trading turrets, using Cisco Unified Call Manager and Cisco Unity

• Partnered with vendors to complete Moves, Adds, Changes on trading floor Additional Experience

• Maintain and diagnose issues on sorting machines used for utility bills and checks with OCR and MICR readers. Required troubleshooting and replacing defective electro-mechanical parts, sensors, and belts

• Connected and tested new connectivity to WAN/LAN, load balancers, and mass storage devices prior to and during Implementations

• Participated in production operations calls, facilitating fault isolation and service restoration, updating tickets via PAC 2000.

• Promoted to Team Leader, reducing downtime levels by maintaining awareness of network and telecom devices, proactively checking alarms and working with the Network Operations Center

(NOC) to reduce downtime

• Applied IOS and configurations to Cisco routers and switches prior to deployment

• Project coordinator for data center server farm buildout; also led router and switch refreshes throughout the campus

• Acted as an intermediary between technical design staff and business requesters, ensuring timely gathering of requirements

• Authored 2 comprehensive, informative playbooks to assist the team in configuring and troubleshooting telecommunications devices

• Consistently surpassed Service Level Agreements for problem solving and assignment completion

Education & Credentials

• Intermediate Networking & CompTIA A+ Certificates; Central Piedmont Community College

• Electronics Technology; Technical Career Institute

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