Ren Scott
Herndon,VA
Summary
Arrow Award-winning technical and customer support supervisor with 10+ years of IT and Customer Service experience. Detailed-oriented and passionate about working new projects and learning new skills. Worked an entire backlog of tickets from 4500 to less than 600, resulting in a consistently balanced and contractually managed ticket count.
Overview
9
9
years of professional experience
Work History
Senior Technical Supervisor
IronBow Technologies
06.2020 - Current
- Provided daily ticket monitoring of technicians
- Provided daily call monitoring of technicians
- Performed ticket trending and reporting to Senior Management and Program Management
- Worked on ticket trend analysis
- Creation of new processes and procedures/SOP Documentation
- Worked with Supervisors and Operations Management to analyze solutions for problems
- Started and delivered on ongoing projects (Backlog/Aging Tickets, Unassigned tickets, and Inventory)
- Handled escalations from business partners
- Led a team of 15+
- Led cross-functional teams to implement technical solutions enhancing operational efficiency.
- Developed and executed strategic project plans aligning with organizational goals.
- Mentored junior staff, fostering professional growth and knowledge sharing within the team.
- Streamlined processes through continuous improvement initiatives, reducing downtime significantly.
Project Coordinator / Data Analyst
General Dynamics
03.2020 - 06.2020
- Coordinated between Project Managers and their staff on major projects
- Kept track of enhancement work
- Worked with ongoing projects
- Created forecasting reports
- Produced data analytics for project managers and executive level management
- Reported on hourly and monthly uses of time and scheduling for assets and staff utility
Supervisor
CACI - End User Service Division
08.2018 - 11.2019
- Coordinated day to IT service and incident management for government contract
- Assisted in knowledge management and data analysis
- Created ticketing trend reporting
- Assisted in change management coordination for IT Service Desk and end user government client
- Utilized monitoring tool Solar Winds to track outages
- Coordinated personnel and worked with management to facilitate best practices and core activities
Production Support Analyst IV
Fannie Mae
03.2016 - 07.2018
- Coordinated closely with production support teams to create process by which approvals for patching and major projects would be utilized
- Assisted production support and management in collection of data for analysis and reporting
- Created automatic spreadsheets for major projects to help lessen repetitive tasks
- Facilitates closely in CMDB, Infosite, My Services, Sharepoint
- Worked heavily with Unix and Windows production hosts, oracle databases and SAN engineering
- Assisted with major projects such as SAN storage migration, Reston Data Center migration/retirement, Virtual Infrastructure migration, SLES OS upgrade
- Worked with Cisco Jabber
- Collaborated with incident management and root cause analysis
- Worked closely with change management to assist in proper ticketing for CAB approval
Education
High School -
Potomac Senior High School
Dumfries, VirginiaIT
Northern Virginia Community College
Skills
- Experience with enterprise software solutions
- Operating Systems: Windows OS, Mac OS, iOS
- IT infrastructure
- Business analysis
- Product management
- Stakeholder management
- Technical leadership
- Client relationship building
- Presentations and public speaking
- Technical guidance
- User training
Timeline
Senior Technical Supervisor
IronBow Technologies
06.2020 - Current
Project Coordinator / Data Analyst
General Dynamics
03.2020 - 06.2020
Supervisor
CACI - End User Service Division
08.2018 - 11.2019
Production Support Analyst IV
Fannie Mae
03.2016 - 07.2018
IT
Northern Virginia Community College
High School -
Potomac Senior High School
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