Scott Martens
Jacksonville,FL
Summary
Seeking a position that utilizes my training in technology, management, and customer support.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Tier 1 Technical Support
The Scarlett Group
08.2023 - Current
- Reduced call resolution time by effectively troubleshooting software and hardware problems.
- Managed multiple priorities simultaneously while maintaining focus on delivering exceptional customer service.
- Enhanced customer satisfaction by efficiently resolving technical issues and providing clear explanations.
- Collaborated with teammates to identify recurring issues and develop long-term solutions.
- Adapted quickly to new technology releases, staying informed on updates that could impact customer experience.
- Delivered exceptional phone support, maintaining patience and understanding while addressing client concerns.
- Escalated high-priority incidents to appropriate departments, ensuring swift resolution and minimal downtime.
- Consistently received positive feedback from clients for professionalism and expertise displayed during support interactions.
- Maintained detailed records of customer interactions, noting solutions provided for future reference.
- Utilized various communication channels such as chat, email, and phone calls to provide prompt assistance to customers in need.
- Provided remote support for customers, guiding them through the resolution process stepbystep.
- Improved team efficiency by actively participating in training sessions and sharing acquired knowledge with peers.
- Assisted in creating a knowledge base of common issues and resolutions for use within the support team.
- Used ticketing systems to manage and process support actions and requests.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Diagnosed and troubleshot hardware, software and network issues.
- Configured hardware, devices, and software to set up work stations for employees.
- Installed and configured operating systems and applications.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Created user accounts and assigned permissions.
- Researched and identified solutions to technical problems.
- Onboarded new employees with training and new hire documentation.
System Administrator
Catalis
01.2020 - 05.2023
- Maintained and monitored over 300 virtual servers
- Administers Active Directory, Group Policies, and patch deployment
- (SCCM/WSUS/Ivanti) Participate in 24X7 on call support rotation
- Generate or update application and system documentation
- Backup Administrator for Veeam and Tape Backups
- Setup FTP accounts for internal and external use
- Performed large file uploads to an online platform (Docuphase)
- Created and maintained jobs in MoveIT Transfer software for internal and external clients
- Logged all work in Samanage ticketing system.
- Simplified troubleshooting processes by creating detailed documentation for system configurations, procedures, and best practices.
Help Desk Technician
Intuition LLC
12.2018 - 01.2020
- Monitor and respond to requests received through the IT Helpdesk
- Install, test and configure new workstations, peripheral equipment and software
- Modify configurations, utilities, software, default settings, etc
- For all Desktop and Laptop users across all locations (including remote users)
- Troubleshoot Hardware/Software issues received via IT Helpdesk
- Maintain an Inventory of all equipment, software and software licenses
- Perform timely workstation hardware and software upgrades as required
- Assign users and computers to proper groups in Active Directory
- Assist with on-boarding of new users (Active Directory, Office365, plus 3rd party Applications)
- Document internal procedures
- Adhere to asset management policies and procedures and defined service levels
- Communicate to customers regarding the status of requests; ensure tracking software is updated with current information on request status.
IT Support Analyst
Ultimate Survival Technologies
02.2016 - 10.2018
- Provided technical support calls for all IT customer support inquiries
- Troubleshoot, diagnose and resolve all customer related mechanical, hardware, software, installation, training and system failures, using established procedures, documentation and training materials
- Research and resolve complex technical support calls as directed
- Develop strategies to improve technology and prevent future problems
- Maintains all call activity in Help Desk ticketing system
- Determines most effective repair resolution to minimize customer downtime
- Develops and maintains positive customer relations; coordinates with various departments within the company to ensure customer requests are handled appropriately and in a timely manner
- Perform quality assurance, testing and documentation on all products and applications to ensure product functionality
- Determine and execute changes to hardware, networks, software, applications, or systems
- Perform set-up and configuration of computer or networking hardware and software
- Assist other IT Operations related activities and special projects as needed
IS Support Specialist
Healogics
08.2015 - 02.2016
- Provide excellent customer service and technical support via phone
- Management of an Active Directory with over 10,000+ users
- Reset passwords for multiple company systems
- Account creation for multiple company systems
- Set permissions for users
- Imaging all user laptops for deployment
- Installation of Office suite
- Utilized Footprints ticketing system
- Maintain detailed tickets for future reference
- WebEx remote session tool
- Setup and activate company cellphones for users
- Maintain and update inventory of IT assets
- Desktop support and setup for users
- Write technical documentation for Knowledge Database
- Assist with VoIP phone setup
- Configure and ship out equipment for field users
- Train new users on company procedures, policies, and software
- Create and document purchase orders.
Tier 1 Technical Support
Convergys
07.2014 - 10.2014
- Provide excellent technical support via phone
- Process orders
- Process repairs
- Make appointments
- Used Bomgar screen sharing tools
- Ticketing system
- Create detailed logs for future use.
Education
Bachelor of Applied Science in IT Management -
Florida State College at Jacksonville
05.2014
Associate of Arts -
Florida State College At Jacksonville
05.2011
High School Diploma -
Fleming Island High School
05.2006
Skills
- Over 15 years of PC hardware, software troubleshooting, repair, and desktop support
- Microsoft Windows
- Microsoft Office Suite
- Apple products: Mac OSX, iPad, iPhone
- Android phones
- Virus and Ransomware removal
- LAN troubleshooting and installation
- WAN troubleshooting
- Web browsers: IE, Edge, Safari, Chrome, Firefox
- Ticket Management
- Active Directory Management
- Microsoft Exchange Management
- VMware
- Group Policy Management
- WSUS
- Backup Management
- SCCM Management
- VOIP Management
- Remote Support
Certification
- CompTIA A+ Certified
- CompTIA Net+ Certified
- Microsoft Certified Professional
- Microsoft Technology Associate: Security Fundamentals
- Windows Operating System Fundamentals
- Database Fundamentals
Timeline
Tier 1 Technical Support
The Scarlett Group
08.2023 - Current
System Administrator
Catalis
01.2020 - 05.2023
Help Desk Technician
Intuition LLC
12.2018 - 01.2020
IT Support Analyst
Ultimate Survival Technologies
02.2016 - 10.2018
IS Support Specialist
Healogics
08.2015 - 02.2016
Tier 1 Technical Support
Convergys
07.2014 - 10.2014
Bachelor of Applied Science in IT Management -
Florida State College at Jacksonville
Associate of Arts -
Florida State College At Jacksonville
High School Diploma -
Fleming Island High School
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