James W. Scott
1529 Naval Ave., Bremerton, WA 98312, H (360)616.4706 C (360)340-0969, [Send
email using form at bottom]
Work Experience:
Real Time Data Analyst @Home Project (2006 – 2008)
Teletech Customer Management Center, Bremerton, WA
Created production and statistical reports using Aspect, Symposium, Crystal
Reports and MS Excel. Presented data to production supervisors and management
both internally, externally (client) and directly to the Corporate headquarters.
Generated reports, exporting of data, monitoring the real-time functions, and
changing agent skills. Involved in the rollout of six new clients from an OSC
perspective. Developed policy and procedure documentation used in training new
hires as well as assisting management teams. Performed all scheduling activities
for @Home projects from Nov 2006 to May 2007 when a scheduling team was created
due to population increases.
Operations Support Specialist (2002 – 2006)
Teletech Customer Management Center, Bremerton, WA
Created production and statistical reports using Aspect, Symposium, Crystal
Reports and MS Excel. Presents data to production supervisors and management both
internally and directly to the corporate headquarters. Generated reports,
exporting of data, monitoring the real-time functions, and changing agent
skills.
Technical Support Specialist (2001 – 2002)
Teletech Customer Management Center, Bremerton, WA
Provided technical support (tier 1) for Nextel phones and services. Personally
handled 4000 calls covering a wide variety of hardware and software configuration
issues for Corporate, Federal Government, and general consumer accounts.
Technical Support Specialist / Software Trainer (1999 – 2000)
The Computer Manager, Inc., Poulsbo, WA
Provided telephonic technical support for debt collection software called Debt
Net. Provided assistance to clients with the installation, configuration and
operation of both the DOS and Windows versions of the Debt$Net product. After six
months was promoted to the training department. Provided training to the debt
collectors and office management staff for new clients.
Technical Support Specialist (1997 – 1998)
Scott Wetzel Services, Inc., Bremerton, WA
Managed and maintained the overall AS/400 network configuration and provided
both on-site and telephonic technical support for over 225 users nationwide.
Installed network hardware and associated software for both local and remote
connections. Prepared and maintained the documentation for all network
configurations; including schematics, floor plans, cabling diagrams, and
inventory information. Provided staff and client training on the use Microsoft
Office products, operating systems and various emulation software packages.
In Store Sales Representative (1997 – 1998)
BDS Marketing, Tacoma, WA
Conducted product demonstrations and training for store personnel to enhance
overall Canon Computer Systems sales figures. These demonstrations covered
computer systems, color inkjet printers, laser printers, fax machines, and
digital cameras.
Sales Associate (1996 – 1997)
The Good Guys, Silverdale, WA
Retail sales and technical support for computers, peripherals, fax machines,
cell phones. Installed computer systems, hardware and software upgrades as
needed. Provided training and technical support for both hardware and software
issues to end-users
James W. Scott page 2
1529 Naval Ave., Bremerton, WA 98312, H (360)616.4706 C (360)340-0969, [Send
email using form at bottom]
Technical Support Specialist (1991 – 1994)
Debra Howard, Inc., Bowie, MD
Provided PC support services for commercial and private clients using a
multitude of hardware platforms and software environments. Specialized in
hardware diagnostics and board-level replacement or upgrade. Installed and
configured new computer systems in preparation for resale. Performed on-site
training of installed software packages to client personnel. Major full time
contract assignments included Sprint International, TRW, Bowie State University,
Prince George's County Housing Authority, and Maryland National Capital Park &
Planning Commission.
Network Communication Specialist (1990 – 1991)
Maxima Computer Systems Upper Marlboro, MD
Operated, troubleshot, repaired, and maintained a high-speed telecommunication
network, comprised of over 2000 remote terminals servicing Prince George's
County, MD. Monitored communication lines for degradation of performance and
initiated repairs as needed. Localized and isolated system problems and either
resolved situation or referred the call to the proper vendor for action.
Provided training to county employees in the proper use of equipment and
software. Installed new hardware, including Telex terminals, controllers, and
printers, Datapoint terminals, printers, and hubs. Performed diagnostic
evaluation and repairs of both coaxial and unshielded twisted-pair cabling.
Director of Computer Services (1989 – 1990)
MDS/PRA Group, Washington, DC
Managed all computer services functions for a fast-paced, 25 person professional
public relations organization. Developed database conversion applications, local
area network administration using Novell Netware 286, monitored and maintained
micro and mini communication systems. Created, modified and maintained client
mailing list databases. Performed diagnostic evaluation and repair of computer
network system, system upgrades, and repaired hardware as needed. Developed
on-line file transfer system with NASA, vastly reducing courier costs to client.
Senior Computer Operator (1987 – 1988)
Maxima Computer Systems, Upper Marlboro, MD
Coordinated client-generated computer reports handling. Created and documented
the operational guidelines for the Output Control Department. Interpreted
console messages and responded accordingly with established operating procedures.
Monitored the execution of programs to ensure normal termination of jobs and to
report abnormal conditions to the appropriate analyst for corrective action.
Provided staff training to new hires.
Production Control Coordinator (1985 – 1987)
Planning Research Corporation, Upper Marlboro, MD
Prepared Job Control Cards for routine production runs for more than 15 County
agencies and departments. Prepared nightly production tape and disk backups for
processing, maintained production run records, logs, and listings. Filed updates
to production run documentation library, performed necessary quality control
checks on production output and dispersed output to the proper county agency
representatives.
|
