Remote Operations Support Specialist Candidate

JEREMIAH SCOTT

SENIOR IT PROFESSIONAL MICROSOFT CERTIFIED MANAGED

SERVICES & BUSINESS DEVELOPMENT

Wesley Chapel, FL 33543 813-***-**** [email protected] PROFESSIONAL SUMMARY

Results-driven IT professional and Microsoft Certified expert with 20+ years of progressive experience spanning technical support, network infrastructure, managed services, and business development. Recognized for a consistent career trajectory from hands-on helpdesk technician to Senior Technician and active member of senior leadership, demonstrating deep technical mastery alongside strong organizational acumen. Over the past five years, has successfully delivered seamless hybrid remote and on-site support, adapting fluidly to evolving workplace demands while maintaining exceptional client satisfaction. Combines sharp technical proficiency with a consultative, client-facing approach

— uniquely positioned to drive both operational excellence and sustainable business growth for managed services organizations.

PROFESSIONAL EXPERIENCE

Infotect Design Solutions Tampa, FL August 2016 – June 2026 Senior Support Specialist / Senior Technician

Work Model: Hybrid (Remote & On-Site) — Last 5 Years (2021–2026)

● Advanced from helpdesk technician to Senior Technician, serving as the critical liaison between frontline support staff and network engineers to ensure escalations are resolved efficiently and accurately.

● Manage high-volume inbound and outbound support communications, delivering rapid, expert resolution to client technical issues across diverse environments and platforms.

● Recruit, onboard, and mentor new technicians while coaching and developing existing team members, fostering a culture of continuous learning and technical excellence.

● Design, develop, and facilitate comprehensive annual Security Awareness Training programs for both client organizations and internal staff, reducing risk exposure and strengthening security posture.

● Represent the company as the primary point of contact during new client on- boardings and sustained on-site engagements, building strong, trust-based relationships.

● Contribute actively as a member of the Senior Leadership Team, participating in strategic planning, operational decision-making, and company-wide initiatives.

● Deliver consistent, high-quality technical support across a hybrid model — providing both remote and on-site assistance to clients across the greater Tampa Bay area for the past five years.

Concurrent Role January 2026 — June 2026:

Business Development Specialist

● Identify, qualify, and pursue new business opportunities within the SMB market, expanding the company's managed services client base through targeted outreach and relationship-building.

● Cultivate and sustain relationships with prospective clients, positioning Infotect's managed IT solutions as the strategic choice for businesses seeking reliable, scalable technology support.

● Conduct discovery meetings and needs assessments with prospective clients to align managed service offerings with specific organizational challenges and growth objectives.

● Collaborate cross-functionally with the technical team to develop tailored service proposals and solution packages that address client requirements and competitive differentiators.

● Drive client retention and upsell initiatives by monitoring account health, proactively surfacing value-added solutions, and strengthening ongoing client partnerships.

● Track and report pipeline activity, opportunity status, and business development metrics to senior leadership to inform forecasting and strategic resource allocation. KForce – City of Tampa Tampa, FL November 2013 – August 2016 Junior System Administrator / Deployment Technician

● Imaged and deployed Windows XP and Windows 7 workstations to end users across the organization, ensuring consistent configuration and minimal downtime during transitions.

● Executed user data and settings migrations to new machines utilizing networked drives and external storage solutions, preserving data integrity throughout the process.

● Delivered phone-based and remote technical support to end users, diagnosing and resolving hardware and software issues with speed and professionalism.

● Trained and supervised incoming contractors on standard operating procedures, ensuring adherence to quality standards and organizational policies. Sony Tampa, FL November 2009 – April 2014

Senior Premium Services Technician

● Competitively selected as the sole candidate from a pool of 100+ applicants, recognized for exceptional technical skill, expertise, and professional presence.

● Completed the full Sony product certification curriculum in 4 days — a program standardly requiring two weeks — demonstrating extraordinary learning agility and technical aptitude.

● Designated as a pilot and test location for new intake procedures, reflecting outstanding consistency, operational accuracy, and industry-leading customer satisfaction scores.

● Attained Sony Master Certification across all product lines, establishing authority as the highest-level technical resource in the location.

● Delivered world-class technical support and premium product guidance to customers and retail associates through both in-person interactions and phone-based consultations.

Insight Global / Plum Choice Tampa, FL August 2009 – November 2009 (Contract) Remote Technical Support Specialist

CompuTrainingCorp Tampa, FL January 2008 – November 2013 Professional IT Technician / Consultant

Anything Computers Tampa, FL October 2006 – December 2007 Manager / Head Technician

EDUCATION & CERTIFICATIONS

Solid Computer Decisions 2000 – 2002

● Completed coursework in Web Master (CIW), TCP/IP, Networking, and related technical disciplines.

● Earned CompTIA A+ Certification and Microsoft Certified Professional (MCP) designation.

TECHNICAL SKILLS & COMPETENCIES

Certifications: CompTIA A+, Microsoft Certified Professional (MCP), CompTIA Network+, TCP/IP

Operating Systems: Windows 7 / 8 / 8.1 / 10 / 11, macOS Productivity: Microsoft Office Suite (2010, 2013, Microsoft 365) Communication & Telephony: 3CX VoIP Platform

Remote Support Tools: GoToMeeting, VPN, Citrix, Barracuda, Microsoft Dynamics Core Competencies: Managed Services (MSP), Network Infrastructure, Security Awareness Training, Business Development, Team Leadership, Client Onboarding, Hybrid & Remote Support

Jeremiah Scott 813-***-**** [email protected] — Page 1 of 2

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