Scott K.

IT Manager at Guideline
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Contact Information
us****@****om
(386) 825-5501
Location
Liberty Hill, Texas, United States, US
Skills

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Bio

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Credentials

  • ITIL Foundation
    AXELOS Global Best Practice
    Mar, 2016
    - Nov, 2024

Experience

  • Guideline
    • United States
    • Financial Services
    • 200 - 300 Employee
    • IT Manager
      • Dec 2021 - Present

      Completely own employee onboarding and have successfully built out a nearly zero-touch IT onboarding experience. Work across the entire company to determine ways that IT can better serve other departments with the technology that we have.

    • IT Engineer
      • Jan 2021 - Dec 2021

      Support 250+ employees with IT related issues (break/fix, equipment purchases, general IT queries). Remotely onboarded 150+ employees with a 90% employee satisfaction rate

  • Tethr
    • United States
    • Software Development
    • 1 - 100 Employee
    • Manager of Technical Support
      • Dec 2018 - Jan 2021

      Responsible for delivering a world-class customer experience. Lead the support team in operational performance based on organizationally defined key performance indicators (KPIs). Established support team goals and metrics. Develop team and individual goals to measure performance

    • Senior Technical Services Engineer
      • Jun 2018 - Dec 2018

      Focus on technical services and customer on-boarding. Own new customer accounts through implementation and stabilization before transitioning to production support. Responsible for advanced customer specific application needs, special customer projects and requests. Mentor and coach junior team members.

    • System Engineer
      • Jul 2016 - Jun 2018

      Manage all external customer support activities. Implement and maintain cloud based environments for customers while running a support organization with a 99% satisfaction rate. Develop relationships with both technical and non-technical customer contacts in the pursuit of complete customer satisfaction.

  • Accruent
    • United States
    • Software Development
    • 700 & Above Employee
    • System Administrator
      • Aug 2014 - Jul 2016

      Responsible for leading and working with technicians that handled end user technical support from entry level employees all the way to C-Suite executives. Implemented and managed multiple high visibility technical projects with varying scopes and difficulty levels. Also authored several knowledge base articles that empowered employees to resolve lower level issues without having to rely on external IT help. Responsible for leading and working with technicians that handled end user technical support from entry level employees all the way to C-Suite executives. Implemented and managed multiple high visibility technical projects with varying scopes and difficulty levels. Also authored several knowledge base articles that empowered employees to resolve lower level issues without having to rely on external IT help.

  • Austin Telco Federal Credit Union
    • United States
    • Financial Services
    • 1 - 100 Employee
    • Systems Administrator
      • May 2013 - Jul 2014

      Maintained critical infrastructure that allowed thousands of credit union members the ability to access account information 24 hours a day, 7 days a week, 365 days a year. I also worked with various other departments within the credit union providing technical support, end user training, and issue resolution. Helped implement a training program for IT members to enhance their career paths. Maintained critical infrastructure that allowed thousands of credit union members the ability to access account information 24 hours a day, 7 days a week, 365 days a year. I also worked with various other departments within the credit union providing technical support, end user training, and issue resolution. Helped implement a training program for IT members to enhance their career paths.

  • Texas Tech University
    • United States
    • Higher Education
    • 700 & Above Employee
    • Senior Analyst
      • Jun 2012 - May 2013

      Managed a team of up to five student assistants to help deliver a world class support experience for hundreds of faculty and staff as well as thousands of students each year. Actively provided a secure computing environment for students and faculty to conduct university research and testing. Also worked with multiple other departments to help train end users on computing best practices.Served as project manager and technical lead of a number of projects to improve the overall library experience for University students. Show less

    • PC/Network Support II
      • Jun 2011 - May 2012

      Provided a world class support experience for hundreds of Library faculty and staff as well as thousands of students each year.

Education

  • University of Texas of the Permian Basin
    B.S., Information Systems
    2008 - 2011
  • Odessa College
    2007 - 2008

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