Keith Scott

Experience

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  First Advantage

  May 2001 - Oct 2005

  Network Administrator

  • Designed and employed network lab for testing third party, and proprietary applications before release into the production environment minimizing impact to corporate infrastructure by 50%.• Implemented and supported a corporate Help Desk infrastructure for local and remote end-user support, inventory control and problem resolution.• Reduced labor for system distributions by 75% via development of a cloning procedure for streamlining OS system implementation and security properties configuration.• Constructed disaster recovery strategy for data backup and recovery of key infrastructure systems to achieve and maintain SOX compliance while utilizing vendor for offsite tape storage. Show less

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  Verizon Wireless

  Oct 2005 - Nov 2009

  • Resolved defective POS credit card reader issues by conducting research and troubleshooting, thereby preventing distribution of faulty units to three other regions averting payment issues during new store openings.• Received Commitment Award for identifying and remediating the POS issue across the entire organization,• Provided technical support for retail stores by troubleshooting network and desktop issues in a Windows Active Directory, Novell and Linux network environment.• Led technical team in building out new stores with installation of Cisco routers, switches, WAP, VOIP phones, Content Engines, plasma TVs and desktops.• Earned Focusing on Results Award (Team) for driving successful completion of large-scale re-imaging project. Show less

  • Technical Analyst

    Jan 2009 - Nov 2009

  • LAN/Desktop Support 2 Technician

    Oct 2005 - Jan 2009
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  Independent Consultant

  Nov 2009 - Aug 2011

  Independent Consultant

  • Delivered expert technical support to customers for software and hardware issues.• Developed comprehensive training materials for customers.

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  NTT DATA Services

  Aug 2011 - Oct 2017

  Client Field Technical Services Senior Associate

  • Traveled in multiple regions to train and support new technicians at their facilities along with mentoring for the development of support actions for the Honeywell account.• Reformed problem resolution by implementing innovative solutions that improved operating stability and efficiency.• Created an additional comprehensive knowledge base by consolidating information from various sources using Microsoft Office Suite, providing the team with an invaluable resource for exploring new ideas.• Led training sessions for new technicians at out-of-state facilities, providing critical support for the team.• Collaborated with end-users to provide comprehensive training on new systems and software, resulting in an increased adoption rate of 25%.• Monitored and resolved issues using Remedy ticketing system, consistently exceeding service level agreements.• Oversaw inventory management for top-performing site, ensuring timely return of assets Show less

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  RL Canning

  Oct 2017 - Apr 2022

  • Lead a cross-functional support team of 15 across Louisiana, Florida, and Puerto Rico for the Honeywell account.• Provided regular, and ad-hoc reporting on key performance indicators, trends, and performance against service level expectations utilizing Service Now.• Acted as an escalation point for support cases. Determine root cause of issues, and effectively communicate to key teams.• Worked collaboratively with the networking teams to resolve complex infrastructure issues. • Trained team on and perform multiple critical site bi-annual DRP exercises. • Acted in a liaison capacity between stakeholders, IT, and technology vendors.• Established weekly meetings with IT business stakeholders to appraise any issues with service and implement plan to resolve any points of concern employing a RAIL. Show less • Received Outstanding Performer Award for demonstrating a strong commitment to quality work and fostering a culture of excellence among team members.• Leveraged advanced tools and technical knowledge to remediate customer problems and conduct scheduled installations on the Honeywell account.• Executed service delivery (IMAC, Break-Fix, Deskside Support) according to policies and procedures for the Honeywell account utilizing Service Now for ticket and asset management.• Proactively identified potential issues that could adversely impact end-user experience and took necessary actions to mitigate them. Show less

  • Service Delivery Leader

    Jun 2019 - Apr 2022

  • Site Operations Analyst

    Oct 2017 - Jun 2019
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  Wipro

  Apr 2022 - Apr 2024

  Senior Engineer/Zone Leader

  • Lead a 15-member multidisciplinary support team across Louisiana, Florida and Puerto Rico for the Honeywell account, increasing customer satisfaction by 25% and reducing costs by 15%.• Quickly address business department complications that impact production loss of $1 million a day in revenue. • Operate as a liaison between stakeholders, IT, and technology vendors.• Moderate daily meetings with senior management and team members to share team updates and project goals.• Ally and arrange with vendors to provide support for the site and region.• Measure and communicate individual and team performance employing established KPIs. Show less

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  Tata Consultancy Services

  Apr 2024 - now

  Systems Analyst/Zone Leader

  • Manage the daily operations of a 40-member end user support team for the Honeywell account across a multi-state region including Puerto Rico.• Mentor team members to streamline support services to align with the objectives of the organization.• Conduct regular training sessions to enhance team skills and knowledge.• Develop and enforce IT policies and procedures, maintaining compliance with industry standards.• Utilize service metrics to generate insightful reports, informing strategic decision-making and enhancing operational effectiveness.• Reduced SLA infractions by 25%, ensuring timely resolution while improving customer satisfaction. Show less