SCOTT A FOWLER
Beverly Hills,CA
Summary
Detail-oriented technical support professional with a strong focus on continuous improvement. Proven ability to resolve complex customer issues through effective communication and teamwork, while consistently exceeding service expectations and promoting safety awareness.
Overview
19
19
years of professional experience
Work History
Senior Service Desk Analyst
VCA Hospitals
Los Angeles, California
04.2019 - 09.2026
- Managed incident tickets using service desk management software effectively.
- Diagnosed and resolved network connectivity problems for staff and clients.
- Provided technical support for hardware and software issues at veterinary hospitals.
- Performed troubleshooting on operating systems, hardware components and network connections.
- Assisted users with installation of new applications and system upgrades.
- Collaborated with IT teams to implement system upgrades and enhancements.
- Analyzed recurring issues to recommend improvements in service desk operations.
- Facilitated communication between departments to enhance service delivery efficiency.
- Developed user guides for common technical issues faced by employees.
- Created detailed documentation for all processes used in providing IT services.
- Trained junior staff members on best practices for resolving customer inquiries.
- Responded promptly to emergency situations requiring immediate attention.
- Enforced the company's information security policies across all departments.
- Managed inventory of computers, peripherals and other IT equipment.
- Provided feedback on emerging technologies that could benefit the organization.
MSP, Technical Support Engineer
Neutrino Networks
Century City
12.2015 - 04.2019
- Provided first and second tier support for clients, resolving issues remotely and onsite to enhance user experience.
- Provided desktop support for Windows and Mac workstations, ensuring optimal performance.
- Resolved printer issues and configured Active Directory and Office 365 Exchange to ensure seamless operations.
MSP, Technical Support Engineer II
6thStreet Consulting
Redondo Beach, CA
10.2014 - 12.2015
- Provide 1st and 2nd level technical support and expertise for client server and network infrastructure.
- Executed network management activities to maintain connectivity and system integrity.
- Provide consulting and guidance in requirements definition, specification, design, development, and integration of systems and network management on complex projects to ensure services adhere to client specifications.
- Executed scheduled and impromptu maintenance to minimize downtime and ensure stability of physical and virtual workstations and servers.
- Provided desktop support services to resolve technical problems and software issues for users, enhancing overall user experience.
- Collaborated in cross-functional teams to analyze, design, test, integrate, and maintain complex infrastructure solutions, ensuring seamless integration of hardware and software for larger projects.
- Communicate, maintain, and enforce technology standards and solutions.
- Utilized cloud computing platforms like AWS and Windows Azure for various projects.
- Oversaw facility management tasks related to AC, electrical, and networking to ensure operational efficiency.
- 6SC is a management and technology consulting firm specializing in expert SharePoint solutions and offering Managed Services for local businesses in the South Bay area.
IT Support Analyst
IMPACT Financial Services, LLC
Franklin, TN
11.2007 - 07.2014
- Diagnosed and resolved network and computer hardware errors to ensure system reliability.
- Performed research, troubleshooting, and diagnostics of IT software issues.
- Resolved connectivity and user access issues in SSRS Reporting Services.
- Supported development of new computer and software applications to enhance user experience.
- Customized and upgraded a variety of information technology products.
- Conducted user training on applications and developed user documentation and training materials to improve user engagement.
- Researched issues on various computer systems and databases to resolve complaints and answer inquiries.
- Evaluated emerging technology, installed, and tested SQL Server Express and proprietary software on the client's Microsoft Windows based servers to establish compatibility and produce functionality quickly and efficiently.
- Updated and published custom Report Definition Language files using SQL Server Business Intelligence Studio.
Education
B.A. Degree of Science - Recreation and Parks Administration
Illinois State University
Skills
- Windows OS and Microsoft Office 365
- VMware vSphere
- Azure cloud services
- Intune management
- Hardware troubleshooting
- Scripting languages
- Axonius security platform
- Remote desktop connections
Timeline
Senior Service Desk Analyst
VCA Hospitals
04.2019 - 09.2026
MSP, Technical Support Engineer
Neutrino Networks
12.2015 - 04.2019
MSP, Technical Support Engineer II
6thStreet Consulting
10.2014 - 12.2015
IT Support Analyst
IMPACT Financial Services, LLC
11.2007 - 07.2014
B.A. Degree of Science - Recreation and Parks Administration
Illinois State University