Kenneth Scott
Jacksonville,Florida
Summary
Talented professional considered knowledgeable leader and dedicated problem solver. Brings 15 years of valuable expertise to forward company objectives. Attentive to detail with experience in coordinating projects, programs and improvements. Willing to relocate and travel.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Project Coordinator
SilkRoad Technology
01.2022 - Current
- Kept projects on schedule by managing deadlines and adjusting workflows.
- Liaised between departments to facilitate communication and keep appropriate parties updated on project developments.
- Supervised multiple projects from project start through delivery by prioritizing needs and delegating assignments.
- Gathered requirements for ongoing projects and organized details for management use.
- Built strong relationships with internal and external stakeholders and devised strategies, initiatives and events promoting products and services.
- Coordinated presentations for customers and project members to detail project scope, progress and results.
- Tracked hours and expenses to keep project on task and within budgetary parameters.
- Arranged events by overseeing logistics, budgets, venue selection and activity planning.
- Developed executive presentations and reports to facilitate project evaluation and process improvement.
Level II Support Specialist
Silkroad Technology
07.2021 - 01.2022
- Provided superior client support
- Provided telephone and email support to internal and external customers
- Managed and document assigned cases, including internal and external communications
- Documented all customer interactions in a major CRM system
- Managed all tickets escalated beyond Level I Support team from start to finish
- Worked with the Development and Engineering teams to diagnose problems and identify corrective actions for customers
- Understand and assess customer-reported issues to determine prioritization and steps to replicate the issue
- Assist in the review and updating of knowledge base and technical support documentation to reflect current technical information on product
- Mentors and assists peers with in depth technical issues
- Assisted Level 1 reps with all support needs.
- Used SalesForce and Jira to create and update tracking documents.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
- Increased sales by educating prospects on benefits of products and services in comparison to competitors.
Senior Software Support Analyst
SilkRoad Techno;ogy
05.2018 - 07.2021
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Broke down and evaluated user problems, using personal expertise and probing questions.
- Helped streamline repair processes and update procedures for support action consistency.
- Carried out day-day-day duties accurately and efficiently.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Worked flexible hours; night, weekend, and holiday shifts.
- Maintained energy and enthusiasm in fast-paced environment.
Technical Support Representative
SilkRoad Technology
01.2015 - 07.2018
- Primary Responsibilities include Provide guidance to Human Resources personnel and coworkers regarding administrative and technical matters related to our SaaS products
- Support Onboarding, Recruiting, HRMS and All Ticket Queues
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Translated complex technical issues into digestible language for non-technical users.
Service Desk Analyst
CSX Technology
01.2014 - 01.2015
- Engaged in user support interactions via telephone, chat and email platforms.
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Identified system hardware, network infrastructure and connectivity issues that prevented execution of user-initiated tasks.
- Configured hardware, devices and software to set up work stations for employees.
Senior Support Representative
Web.com
Jacksonville, FL
01.2008 - 01.2013
- Analyzed and developed service goals for in-bound call center.
- Tracked KPIs and created continuous improvement plans.
- Managed customer contact center with 15 support representatives.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Met customer call guidelines for service levels, handle time and productivity.
Education
Technical Degree - Management Information Systems
FastTrain College
Skills
- Software: Outlook, Active Directory, MS Visio, MS Office, FileZilla, Oasis, Matrix
- Public Speaking
- Technical Support
- Business Development
- Assignment and Project Coordination
- Sales and Marketing
- Project Organization
- Data Collection
- Status Updates
- Research
- Financial Analysis
Accomplishments
- Certifications: CompTIA A
Certification
- CompTIA A+ Technician
Additional Information
Eagle Scout (Boy Scouts of America), 1997
Timeline
Project Coordinator
SilkRoad Technology
01.2022 - Current
Level II Support Specialist
Silkroad Technology
07.2021 - 01.2022
Senior Software Support Analyst
SilkRoad Techno;ogy
05.2018 - 07.2021
Technical Support Representative
SilkRoad Technology
01.2015 - 07.2018
Service Desk Analyst
CSX Technology
01.2014 - 01.2015
Senior Support Representative
Web.com
01.2008 - 01.2013
Technical Degree - Management Information Systems
FastTrain College
Similar Profiles
Phillip Thomas MathewsPhillip Thomas Mathews
Customer Success Manager at World Wide Technology, Inc.Customer Success Manager at World Wide Technology, Inc.
Dallas MerrittDallas Merritt
Delivery Driver at Fedex Contractor (Northstar Inc. / Silkroad Inc.)Delivery Driver at Fedex Contractor (Northstar Inc. / Silkroad Inc.)
M. SELCEN ULUTASM. SELCEN ULUTAS
QA MANAGER at Radisson Collection Telegraph Hotel, Silkroad GroupQA MANAGER at Radisson Collection Telegraph Hotel, Silkroad Group