Senior IT Asset & Support Supervisor with PCI Expertise
Resume:
Sun City, AZ *****
*************@*****.***
https://www.linkedin.com/in/scot-koontz-50950633/
Scot A Koontz
EXPERIENCE
Barron Lighting Group - Systems Administrator - Contract Glendale, Arizona - Janurary 2026 - May 2026
On boarding new employees
Google Workspace environment experience -Windows secondary here Managing user accounts, groups, and permissions within environments like Active Directory or Google Workspace.
Facilitating password resets and implementing Multi-Factor Authentication MFA to secure logins
Troubleshooting issues with desktop computers, laptops, and specialized hardware such as Zebra printers & Chrome sticks
Managing enterprise software deployments, including database connections like resolving ODBC errors and web servers
Creating detailed documentation for system configurations, disaster recovery plans, and ITIL-compliant service desk workflows
Tracking hardware assets and software licenses to ensure compliance and budget accuracy
Talent Group - Asset Specialist - Contract
TriWest Healthcare Alliance - Phoenix, Arizona - March 2025 - August 2025 Tech refresh project
Configure Thin Client users
Validation
Ship devices/Recycling old devices
Service Now Experience
Impact Technical Recruiting Warehouse Tech -Contract Discount Tire - Phoenix, Arizona November 2024 - March 2025 Tech refresh project- VOIP project
Configure VOIP phones
Validations
Shipping and disposal of old devices
ServiceNow Experience
Swift Transportation - Computer Hardware Technician Phoenix, Arizona - December 2021 - December 2024
Respond to and resolve escalated incidents from Level I and the service desk. Perform advanced diagnostics and root cause analysis for hardware and software issues.
Customer facing support
4 years MacOS experience. Upgrades, Schedule warranty repairs if needed, procurement and provisioning.
3 years Procurement & provisioning experience - Laptops, Desktops, Printers, Scanners, Docking stations, keyboards, mice, headsets and Mac peripheials SCCM for image deployment and pushing out updates
Configure, maintain, and troubleshoot desktops, laptops, mobile devices, and associated peripherals.
Manage device deployments, patch updates, and system performance Support access control, group policy configuration, and software provisioning Research and recommend hardware and software solutions for procurement. Respond to and resolve escalated incidents from Level I and the service desk. Perform advanced diagnostics and root cause analysis for hardware and software issues.
Liaise independently with vendors and service providers for escalated repairs Coordinated vendor service dispatch for Lenovo, HP, and Apple products, ensuring Impact Technical Recruiting - IT Warehouse Technician - Contract
Discount Tire Aug 2019 - December 2021
Oversaw asset needs for internal and external partners, ensuring streamlined distribution and alignment with operational requirements 1 year MacOs Experience, Updates, upgrades and warranty work scheduled
Performed hardware maintenance and repairs, minimizing downtime and supporting operational efficiency across Discount Tire operations Conducted preparation and inventory for employee equipment sales, processing approximately hundreds per year
Executed PCI compliance processes for storage devices, safeguarding sensitive data and ensuring adherence to security standards Prepared equipment for disposal in accordance with PCI ensuring data protection and regulatory compliance
Inspected incoming used laptops and desktops, verifying functionality and quality standards for redeployment or resale purposes Re-imaged and configured assets for new users, optimizing setup processes using MDT, enhancing usability for rapid deployment Diagnose non and repair working equipment – Break fix ServiceNow Experience
Choice Hotels International - Helpdesk Management Specialist February 2016 - August 2019
Reviewed and managed all content for the corporate website and mobile app, ensuring accuracy and functionality to enhance user experience Collaborated with GDS and Database teams to resolve communications issues for hotels, improving data accuracy and operational efficiency Provided technical troubleshooting for Active Directory, password resets, system crashes, and data recovery, resolving 100% within 24hrs Tracked and documented Priority 1 issues in a ticketing system, ServiceNow maintaining accurate records to ensure swift resolution and incident reporting
Multi Systems Inc - Technical Support Rep Level 1 & 2/CSC Supervisor
July 2009- February 2016
Answered phones, emails and chat messages as a level 1 & 2 tech, then transitioned and supervised a team of 11-15 technicians per shift, implementing coaching strategies to increase team performance and service quality
Managed daily operations of an inbound technical support center Provided software (PMS Training) to hoteliers on rotation basis Handled all escalated issues, resolving complex technical problems to maintain high customer satisfaction and operational continuity Coordinated swift responses to service outages and critical issues Serve as a resource and mentor for Level I specialists. Liaise independently with vendors and service providers for escalated repairs and support.
Additional Skills:
Windows 10 & 11 Upgrades & Support (as well Win7 & 8) Excellent communication, customer service, interpersonal abilities Strong organization, time management, and prioritizing skills Supplier Relationship Management Client Support
17 years call center/phone, email & chat experience @ Levels 1 & 2 support
Experience with hardware setup, troubleshooting, and repair, including desktops, laptops, printers, and peripherals 4+ years MacOS experience
2 years POS experience
Fundamentals of LAN/WAN, VPNs, TCP/IP, DNS, DHCP, and other networking technologies
3+ years Supervisory experience
Proficient in SCCM
Vendor Coordination
Expertise Warranty Administration
5 years Desktop Imaging Expertise
Active Directory Administration
Microsoft Office & Google Suite modules experience Proficient in ServiceNow Salesforce ManageEngine
Excellent communication and customer service skills 3 years Procurement & provisioning experience
Comprehensive Hardware Assistance
IT Cyber Compliance PCI Data Security Standards
Adobe Creative Cloud Applications
Ability to work independently and prioritize tasks effectively Corel Draw experience
Paintshop Pro experience
AWS Certified Cloud Practitioner
Event Photography
Graphic Design Experience
Training video voice over experience
EDUCATION
The Academy of Radio & TV Broadcasting - Broadcasting January 1991 August 1992
Studied Radio & Television Broadcasting - Certification & Licensing received
Scottsdale Community College
January 1989 -October 1990
Studied Motion Picture and Television Production
No Degree
Collins College of Design
Sept 1986 - Dec 1988
Studied Graphic Design, Art History, Design Techniques No certification
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