Summary
Overview
Work History
Education
Skills
Timeline
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Scott Ervin

Cincinnati,OH

Summary

Qualified IT Support Engineer eager to advance career and enhance skill set with nearly six years of experience. Able to effectively collaborate with others and committed to promptly resolve issues as they arise.

Overview

6
6
years of professional experience

Work History

Support Engineer

Unily
05.2021 - Current
  • Experienced Support Engineer specializing in Incident and Release Management using ServiceNow, Octopus Deploy, and Azure DevOps
  • Provides support to various clientellee globally while maintaining prompt resolution of requests
  • Demonstrates proficient skills in Service Level Management, adept troubleshooting of SaaS products like Unily, and application of ITIL, ISO27001, and GDPR knowledge
  • Proficient in API integration, SQL queries, and effective database management
  • Effectively uses Service Now to quickly tend to client's needs
  • Actively involved in continuous professional development, well-versed in server monitoring tools such as DataDog and Opsgenie
  • Collaborates efficiently through MS Teams, excelling in Problem, Change, and Capacity Management
  • Brings experience in testing software releases and maintaining Business-As-Usual (BAU) application stacks.

Night Shift Service Desk Analyst

Encore Technologies
01.2021 - 05.2021
  • Provided comprehensive technical remote support through various channels, encompassing general troubleshooting and continuous network monitoring in a 24/7/365 environment
  • Offered support across multiple service desks, including the Global Service Desk, Christ Hospital, and City of Dayton
  • Proficient in utilizing Service Now and Helix Ticketing software
  • Demonstrated basic proficiency in Office365, EPIC Hyperspace, Azure AD (user creation, account management, distribution list editing, password resets, ticketing, MyChart issue resolution, etc.), and macOS Support (v10.13+)
  • Conducted 24/7 network monitoring using PRTG and endpoint monitoring through Ninja and Watchman
  • Collaborated effectively with various teams using Microsoft Teams and Slack.

Help Desk Technician

UC College of Nursing I.T. Help Desk
09.2018 - 11.2020
  • Handled phone and desk support for students, faculty, and staff
  • Addressed technical issues, assisted with software installations, and troubleshooted hardware problems
  • Collaborated with the IT team to identify and solve recurring problems, maintained documentation, and contributed to the development of training materials
  • This experience enhanced communication skills and deepened overall understanding of technology in an academic setting.

Education

Associate degree in Applied Sciences with a major in Computer Systems Support Technology -

University of Cincinnati Clermont College
12.2020

High School diploma -

Amelia High School

Skills

  • Experienced in service level and incident management
  • Committed to implementing support best practices, mentoring teams, and troubleshooting
  • Ability to apply knowledge across diverse application ecosystems, including databases, servers, IIS, and security
  • Adept at utilizing APIs and Postman for seamless integration and efficient communication between systems
  • Possesses proficiency in SQL queries, database updates, and migrations using SSMS
  • Proficient in Problem Management, Change Management, and Capacity Management
  • Able to conduct Root Cause Analysis (RCA)

Timeline

Support Engineer

Unily
05.2021 - Current

Night Shift Service Desk Analyst

Encore Technologies
01.2021 - 05.2021

Help Desk Technician

UC College of Nursing I.T. Help Desk
09.2018 - 11.2020

Associate degree in Applied Sciences with a major in Computer Systems Support Technology -

University of Cincinnati Clermont College

High School diploma -

Amelia High School

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