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Scott DeVos
(502) 472-3782
Scordev@gmail.com
Skills:
4+ Years VPN and Active directory
2+ Years Team Management and Operations
2+ Years Knowledge Management
2+ Years Reporting and Analytics
OS
Windows 95/98/2000/XP/ME/Vista/7/10
OS 9+
Software
Outlook Express, Windows Mail, Mac Mail
Microsoft office suite (Word, Powerpoint, Communicator, Excel, Outlook, Publisher)
Internet Explorer, Firefox, Opera, Chrome, Safari
Microsoft Remote Desktop, Logmein Rescue
Experience:
10/2010-8/2015; Team Lead, L2 AD/VPN Admin, Technical Specialist; Compucom, Louisville, KY.
L2 AD/VPN Admin
 Administrator for 30+ domain network
 Responsible for verifying security for requests. (Including export controlled servers)
 Managed share structure and implementation of changes
 Coordinated with teams worldwide for high priority issues
Technical Specialist
 Assisted in rollout of 12 person L2 technical support team.
 Created analytics and performance measuring for local and remote teams
 Handled escalated user issues in a business to business setting
 Managed schedule creation and agent coverage
Logistic Analyst
 Creating and running ad hoc reports for all Louisville contracts (10+)
 Created Recurring report automation
Team Lead
 Managed rollout and logistics for a team of 60 agents
 Created training program for new agents
 Created all schedules and managed coverage (24/7)
 Responsible for meeting multiple SLAs and OLAs
 Created and implemented success plan meeting a 99% SLA
 Created and managed Mainframe/Active Directory/Exchange Server team
10/2009-10/2010; Broadband Technical Specialist I; Charter Communication; Louisville, KY.
 Troubleshooting Cable TV and Internet
 including 98/Xp/Vista/7/mac OS9+ network connections to a DHCP network
 Was recognized for exceptional customer service
11/2008-7/2009; System Analyst / IT Help Desk; Internetek; Middletown,
KY.
 Troubleshot an internal data network with national, and even international, remote log-in
and its users in a business support environment
 Lead technician in charge of workstation software securities throughout facilities
 Obtained and implemented (and also trained local and offsite users on) audio/visual
components, communication devices, internal data entry, and various computer and
phone systems in collaborative efforts
 Managed quality of service for internet connections, analysis of trending patterns of
bandwidth flow
 Repair and support of user-end equipment (software and hardware both Mac and PC)
 On-call Emergency technician for IT disaster recovery
6/2005-11/2008; Technical Support Specialist- Tier 2; Insight Communications; Louisville, KY.
 High-speed internet technical support representative
 Designated trainer for new broadband and phone support technicians
 Trained tier 2 high speed internet technicians and phone (voip and switch) technicians.
 TSG (or Escalation ticket resolution) Team member, also involved in resolving customer
escalated issue in supervisory capacity
 Troubleshot personal and business computers over the phone
 Including 98/Xp/Vista/7/mac OS9+ network connections to a DHCP network, help with
configuring routers/switches/hubs
 Front end customer service and trouble resolution
 Tier 2 Phone 2.0/Switch Technical support representative
 Troubleshooting VOIP and Switch phone issues
Education:
Some college at Sullivan University
Some college at Jefferson Community College
Graduated South Oldham High School (2001)
References:
Ben Burress (Manager Compucom) 502-310-8098
Ken Harley (Team Lead Compucom) 502-541-3019

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ScottDeVos

  • 1. Scott DeVos (502) 472-3782 Scordev@gmail.com Skills: 4+ Years VPN and Active directory 2+ Years Team Management and Operations 2+ Years Knowledge Management 2+ Years Reporting and Analytics OS Windows 95/98/2000/XP/ME/Vista/7/10 OS 9+ Software Outlook Express, Windows Mail, Mac Mail Microsoft office suite (Word, Powerpoint, Communicator, Excel, Outlook, Publisher) Internet Explorer, Firefox, Opera, Chrome, Safari Microsoft Remote Desktop, Logmein Rescue Experience: 10/2010-8/2015; Team Lead, L2 AD/VPN Admin, Technical Specialist; Compucom, Louisville, KY. L2 AD/VPN Admin Administrator for 30+ domain network Responsible for verifying security for requests. (Including export controlled servers) Managed share structure and implementation of changes Coordinated with teams worldwide for high priority issues Technical Specialist Assisted in rollout of 12 person L2 technical support team. Created analytics and performance measuring for local and remote teams Handled escalated user issues in a business to business setting Managed schedule creation and agent coverage Logistic Analyst Creating and running ad hoc reports for all Louisville contracts (10+) Created Recurring report automation Team Lead Managed rollout and logistics for a team of 60 agents Created training program for new agents Created all schedules and managed coverage (24/7) Responsible for meeting multiple SLAs and OLAs Created and implemented success plan meeting a 99% SLA
  • 2. Created and managed Mainframe/Active Directory/Exchange Server team 10/2009-10/2010; Broadband Technical Specialist I; Charter Communication; Louisville, KY. Troubleshooting Cable TV and Internet including 98/Xp/Vista/7/mac OS9+ network connections to a DHCP network Was recognized for exceptional customer service 11/2008-7/2009; System Analyst / IT Help Desk; Internetek; Middletown, KY. Troubleshot an internal data network with national, and even international, remote log-in and its users in a business support environment Lead technician in charge of workstation software securities throughout facilities Obtained and implemented (and also trained local and offsite users on) audio/visual components, communication devices, internal data entry, and various computer and phone systems in collaborative efforts Managed quality of service for internet connections, analysis of trending patterns of bandwidth flow Repair and support of user-end equipment (software and hardware both Mac and PC) On-call Emergency technician for IT disaster recovery 6/2005-11/2008; Technical Support Specialist- Tier 2; Insight Communications; Louisville, KY. High-speed internet technical support representative Designated trainer for new broadband and phone support technicians Trained tier 2 high speed internet technicians and phone (voip and switch) technicians. TSG (or Escalation ticket resolution) Team member, also involved in resolving customer escalated issue in supervisory capacity Troubleshot personal and business computers over the phone Including 98/Xp/Vista/7/mac OS9+ network connections to a DHCP network, help with configuring routers/switches/hubs Front end customer service and trouble resolution Tier 2 Phone 2.0/Switch Technical support representative Troubleshooting VOIP and Switch phone issues Education: Some college at Sullivan University Some college at Jefferson Community College Graduated South Oldham High School (2001) References: Ben Burress (Manager Compucom) 502-310-8098 Ken Harley (Team Lead Compucom) 502-541-3019