Customer Service Technical Support

SCOTT D. GALLANT

* * ******* **. *** ****, BalƟmore, MD, 21202●207-***-****●*******@**********.*** Qualifications Profile

IT professional with over 8 years of experience in technical support and an education in video technology. I am dedicated to providing the highest standards of customer service and always strive for excellence. Expertise Includes:

MS Office O365 deployment and Support Windows Laptops & Desktops. Service Now, Autotask Ticketing System Dell E, C & Universal series docking stations SCCM Imaging and account management Windows 7, 8.1 & 10 Enterprise. Active Directory Admin, Azure AD, MS Exchange, Tier 1 & 2 support Event Viewer Diagnostics tool, System Internals Apple computers, iPhones and iPads Remote Desktop Support. Microsoft Windows 2008/2012 Server I Consistently Provide-

• A pleasant and professional disposition.

• A Quick Resolution.

• Superior Customer Service.

• Outstanding verbal and written communications skills.

• Technical Document Creation

• Providing customer education for systems and software.

• Exceptional interpersonal skills.

• Working directly with High Profile Customers.

• Experience working in high stress environments with difficult customers

• I am Independent, Creative and Analytical and enjoy working with a wide variety of personalities and skill levels. Experience

Ebay Sales

Professional Storefront Manager 08/2023-Present

Online Sales selling new and used goods to a worldwide customer base. Creating and managing sales posts including photography of products. Customized promotions and advertising tools.

Responded to customer inquiries via email.

Provided shipping to customers via USPS with use of weight scales, Thermal Printer and invoicing printer. Uber Eats Delivery Driver 08/2023-12/2023

Restaurant Delivery Driver

Worked with Uber Eats Smartphone App to pick up customer orders and deliver food in a timely and courteous manner. Developed a professional knowledge of the Uber Eats delivery policy with restaurants and Uber Eats dispatch.

2DineIn LLC, South Portland, ME 11/2018-08/2023

Lead Delivery Driver

Received delivery requests via smartphone application dispatched through local South Portland office. Coordinate customer orders for pickup and delivery in an expedient and courteous manner. Atlantec Technology Services, Falmouth, ME 07/2018-10/2018 IT Technical Support Specialist

Provided direct technical support to internal and external customers and partners. Answered inbound calls, ticket creation, ticket resolution and escalation. Communicated to team members and management any factors affecting quality and/or service level Used knowledge-based tools to diagnose and resolve product technical issues for customers within predefined- SLA time frames

Took ownership of escalated service requests

Integrated and/or solved problems in environments comprised of Microsoft 2012/2008 Server, Exchange Server, SQL Server, IIS, Cisco Networking, VPN's, firewalls, backup and anti-virus solutions, and more.Windows 7, 8.1, 10 Pro, MS Exchange Admin, Azure AD, Active Directory, Cisco VPN, Watchguard VPN, Sonic Firewall, Microsoft Windows 2008/2012 Server, Cloudjumper, Replibit-Vault Manager, EFolder, Mozy Backup, PC Doctor, System Internals, UBCD, Autotask ticketing system.

UNUM. (Collabera Contractor), Portland, ME 07/2017-04/2018 IT Technical Support Specialist

ServiceNow ticketing system

Bulk computer imaging & deployments.

Workstation configurations, software installations & configuration. Deployment scheduling, Return to Stock. Imaging & deployment support for multiple national campuses. User data backup/restore/recovery.

ARServer Admin. interface. SCCM, Bit-locker, Dell Data Protection Encryption. Office O365 migration project. (installation & support) Event Viewer, Computer Management, MS Configuration, Registry Editor, Component Services, Command- Prompt. BIOS settings, BIOS updates, DART recovery tools,

Maine Medical Center. (Pro Search Contractor), Portland, ME 02/2016 - 04/2017 IT Technical Support Specialist

Footprints ticketing system.

Support tickets for software, hardware and networking issues. Hospital specific equipment/software systems.

DameWare remote assistance.

Wyse Thin Client terminals.

Point to point manual Windows security updates upon hundreds of network computers statewide. Fiscal Year computer upgrade project for southern Maine region. Computer categorization project-southern Maine region. SCEP & Windows Defender configuration & update project. Citrix configuration/Installation

Working with hospital software/hardware vendors.

Office 2007/2010 Support.

DELORME PUBLISHING, INC.(Now GARMIN), Yarmouth, ME 11/2011-12/2015 IT Technical Support & Sales Specialist

Desk Pro ticketing system

Global technical support for DeLorme’s inReach 2 way satellite communications hardware/software Hand-Held GPS support.

PC based road navigation software Street Atlas USA. GIS (Geographic Information Systems) software sales & support.(XMap 8 Enterprise) SQL 2008 R2 installation & Tier 1 support

Inbound sales and support questions via phone and email In depth knowledge of the Iridium and competitors satellite systems functionality and capabilities. Monitored and prevented fraudulent domestic and international orders. Approved and verified legitimacy of all international orders. In depth knowledge of international customs regulations regarding GPS communications. In depth knowledge of US State Department safe travel advisories. WEX INC (Wright Express INC)., South Portland, ME. (Pro Search Contractor) 10/2010-11/2011 Payment Solutions Representative

Inbound account support to both Canadian and U.S. customers. Transitioned customers from physical invoicing to electronic invoicing systems across all Canadian provinces. U.S. & Canadian fuel card account management services. UNIVERSITY CREDIT UNION, Portland, ME 09/2008 - 07/2010 Bank Teller/Customer Service Representative

Processed all day-to-day customer transaction types. Foreign currency exchange.

Opening and closing procedures.

Money shipping/receiving and confirmation.

Document notarization.

International and Domestic Wires.

Led initiative to revise customer document scanning process, reducing internal workload by 50%. TD BANK, Portland, ME 04/2007 -09/2008

Bank Teller-Customer Service Representative

Managed all transaction types in a high volume and fast paced environment. Foreign currency exchange.

Opening and closing procedures.

Money shipping/receiving and confirmation.

Commercial transaction station receiving large deposits from commercial customers. Document Notarization.

EDUCATION

SOUTHERN MAINE COMMUNITY COLLEGE, South Portland, ME May 2003- Sept. 2006 A.S. in Video Technology

A.A. in Liberal Studies

Phi Theta Kappa High Honors Society

Achievements and Awards

NASM, (National Academy of Sports Medicine) Certified Nutrition Coach-Fall 2024 Notary Public of the State of Maryland-2025

Maine Association of Broadcasters Scholarship 2004. Intern with Portland Maine Community Television CTN4. Maine Film Festival Volunteer Digital Projectionist for both 2004 & 2005 seasons. Semi-Professional drummer with 30 years of live and studio experience.

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