Scott Mowry
Austin,TX
Summary
Experienced Help Desk agent with over 10 years of providing empathetic support in person, over the phone, and through chat or email. Skilled at simplifying technical issues for less experienced individuals. Productivity-focused with a knack for improving personal and workplace performance. Proficient in Windows operating systems from XP to Windows 11, adept at working with high-level personnel, IMAC processes, and MDM.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Help Desk Technician
Pulse Staffing
10.2022 - 05.2025
- Provide face-to-face and remote Technical Support to offices in Houston, Austin, Beaumont, and San Antonio
- Run diagnostics and install proprietary software on incoming laptops before mailing them out to staff and nurses across Texas
- Manage employee accounts on active directory
- Assist with the dismantling and installation of company servers
- Run RJ45 cabling and set up VoIP phones in new offices
- Log and track technical issues using Remedy ITSM
Support Engineer
Amazon
02.2022 - 08.2022
- Provide live internal support to Amazon employees via phone and chat
- Assist users with O365 and MS Office applications like Outlook
- Remotely interface with Amazon lockers via SSH to diagnose and resolve issues
- Log detailed and meticulous notes in Amazon's proprietary ticketing system
- Submit tickets for dispatching technicians to sites requiring on-hand support
Help Desk Support Specialist - Amentum
Amentum
11.2019 - 10.2021
- Accept calls and answer emails from Amentum employees requiring technical support
- Manage user accounts in active directory and assist callers with lockouts and password resets
- Log detailed notes on support sessions using the CRM platform Zendesk
- Remotely connect to user's machines and provide direct help via Bomgar from BeyondTrust
- Assist employees with setting up two factor authentication and connecting to Amentum intranet through the VPN
- Guided users through setting up applications like Intune and Symantec VIP on their mobile devices
Deskside Support Technician - Contract
Applied Materials
03.2017 - 11.2019
- Provided face-to-face technical support for employees at main campus
- Used toolkit to disassemble and re-assemble laptops for hardware issues (i.e. re-seating, replacing, or upgrading keyboards, batteries, RAM, hard drives, etc.)
- Tracked and managed support tickets via ServiceNow.
- Ran preliminary checks on new and refurbished Dell, Lenovo and Toshiba laptops
- Walked and drove to employee locations both on and off campus to provide hands on support
- Followed proper gowning procedure when entering sterilized manufacturing areas
- Backed up user data on a portable or network drive before re-imaging employee laptops and desktops
- Worked alongside network team and HP technicians to set up and repair shared office printers
- Ensured computers were running the latest approved image of Windows 10 and programs via SCCM
Desktop Support
Pulse Staffing
02.2016 - 02.2017
- Assisted main office and branch offices with transition to Windows 10.
- Installed and networked new computers to accommodate growing workforce.
- Replaced out of date machines with new ones and updated hardware to better meet performance standards.
- Answered calls from Pulse employees having trouble with new OS and provided assistance from home using remote desktop.
Application Support Analyst
Q2ebanking
06.2015 - 02.2016
- Answered incoming calls from banks and credit unions that utilize Q2's banking system.
- Used the SQL computing language to retrieve and correct information on client databases.
- Created, tracked, and resolved cases in the SalesForce customer management platform.
- Collaborated with other departments to restore service to clients experiencing system failure.
- Communicated with Metavante, Checkfree, and PartnerCare in regards to issues with Bill Pay.
National Service Desk - Contract
Charles Schwab
04.2014 - 04.2015
- Answered calls from Schwab employees having issues with their accounts, computers, or software.
- Assisted callers directly by remotely connecting to their computer or guiding them with verbal instructions over the phone.
- Answered questions and concerns from employees transitioning from Windows XP to Windows 8 in regards to the new operating system and its features.
- Collaborated with other tech support groups to find a resolution to the caller's issue.
- Thoroughly documented interactions with callers using BMC Remedy ITSM and followed up with them if an immediate fix can't be found.
- Utilized the in-house knowledge base or web to research solutions for caller issues and shared findings with coworkers.
- Volunteered for up to 12 hour shifts to help handle influxes in call volume.
Call Director - Contract
Dell
02.2013 - 08.2013
- Greeted customers calling in for support and assisted them with reaching the correct department.
- Ensured callers were connected with the appropriate specialist by identifying their level of support and making a basic diagnosis of their issue.
- Took customer information and logged detailed notes of each session while protecting confidentiality.
- Maintained a top ten ranking for average handle time without jeopardizing quality of customer care.
- Helped train new contractors by explaining the call system and taught workarounds to maximize efficiency.
Account and Technical Services - Contract
Blizzard Entertainment
08.2012 - 02.2013
- Received tickets from Blizzard customers concerning their accounts, billing information, and software issues.
- Investigated accounts for suspicious activity and returned hacked accounts to their rightful owners
- Authenticated account ownership claims by verifying government issued IDs and denying fraudulent identification.
- Analyzed dxdiags and msinfo32s submitted by customers to diagnose the cause of their technical issue and provide the best possible support.
- Answered individual complaints and suggestions with thoughtful responses unique for each customer.
Customer Support Representative
iEnergizer
03.2012 - 08.2012
- Worked multiple call-center contracts for various companies including En Masse Entertainment, The Home Shopping Network, and MyTechHelp.
- Handled tickets and calls for players of the MMORPG TERA regarding billing and technical issues.
- Took orders for customers of the Home Shopping Network and upsold additional merchandise over the phone.
- Answered calls for MyTechHelp customers dissatisfied with their service and spoke with them into retaining and even upgrading their support plan.
Game Master - Contract
Blizzard Entertainment
08.2010 - 02.2011
- Assisted World of Warcraft players with issues encountered in-game.
- Investigated claims of harassment, abuse, and violation of Blizzard's ToS.
- Settled disputes between players concerning exchanges of digital item and in-game currency.
- Provided troubleshooting for client related issues and submitted bug reports to the development team for review.
- Researched the game to better understand players concerns and kept up to date with frequent patch information.
Education
Mass Communication/Media Studies
Houston Baptist University
01.2009
High School - undefined
The Tenney School
01.2007
Skills
- IT Hardware Support
- Application support
- Network diagnostics
- Communication/Troubleshooting
- Technical support triage
- Incident management
Websites
Certification
CompTIA A+ ce Certification
Awards
State Recognition in Mathematics Texas
National Student Leadership Conference Alumni
Timeline
Help Desk Technician
Pulse Staffing
10.2022 - 05.2025
Support Engineer
Amazon
02.2022 - 08.2022
Help Desk Support Specialist - Amentum
Amentum
11.2019 - 10.2021
Deskside Support Technician - Contract
Applied Materials
03.2017 - 11.2019
Desktop Support
Pulse Staffing
02.2016 - 02.2017
Application Support Analyst
Q2ebanking
06.2015 - 02.2016
National Service Desk - Contract
Charles Schwab
04.2014 - 04.2015
Call Director - Contract
Dell
02.2013 - 08.2013
Account and Technical Services - Contract
Blizzard Entertainment
08.2012 - 02.2013
Customer Support Representative
iEnergizer
03.2012 - 08.2012
Game Master - Contract
Blizzard Entertainment
08.2010 - 02.2011
High School - undefined
The Tenney School
Mass Communication/Media Studies
Houston Baptist University