Summary
Overview
Work History
Education
Skills
Relevant Computer Expertise Knowledge
Timeline
AccountManager

Scott Sutton

Churchville,New York

Summary

Knowledgeable and dedicated customer service professional with extensive experience in IT industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

15
15
years of professional experience

Work History

Consultant/Senior Consultant & Coach

Sutherland Global Services
01.2012 - Current
  • Site Support: Helping the professional sites when their systems and tools are not working
  • Troubleshooting problems within the system so the sites can resolve their technical issues
  • Resetting passwords for agents and setting up new agents authorizations within the system
  • Consultant: assisting and troubleshooting client issues with a computer tax software
  • Aiding clients with software, printing, networking, and other application components throughout tax season
  • Senior Consultant/Team Lead: Managing a team of agents during two tax season
  • Mentoring, coaching and training agents during the tax season
  • Guiding them with knowledge to achieve better statistics and great customer relations when the agents troubleshoot client issues Training: Helped in development and creation of a new program for incoming agents that will be utilizing the techniques and processes.

IT Manager/PR & Art Director

Golden Tans
01.2011 - 01.2012
  • Designer: Design and create promotions, coupons and ads for all web and print for Golden Tans
  • Manage and maintain the computers for all company sites
  • Set up new e-mail accounts for managers
  • Create the website and set it up on the server
  • IT Support: Skilled and experienced in computer hardware installation and instruction of numerous software applications for multiple locations.

Technical Support & Trainer

ProTrain Solutions, LLC/ (Computer Confidence)
01.2009 - 01.2010
  • Trainer: Design and develop curriculums for training seminars for corporate clients in the areas of Microsoft Office 2003-2010, Graphic Applications, as well as Business Applications
  • Manage and maintain IT Support: Maintained and update IT equipment for training facility
  • Setting up user accounts using Active Directory for employees and setting up computer equipment for classes.

Education

Training Seminar-Become A Better Trainer -

Rochester, NY
01.2017

MASTER OF SCIENCE- Information Technology in Instructional Design -

Rochester, New York
05.2006

BACHELOR OF SCIENCE- Information Technology -

Rochester, New York
05.1999

ASSOCIATE OF SCIENCE- Computer Information Systems -

Johnstown, New York
05.1995

Skills

  • Data Entry
  • Product Knowledge
  • Account Updating
  • Technical Troubleshooting
  • Customer Service
  • Account Management
  • Escalation Management
  • Service Recommendations
  • Customer Satisfaction

Relevant Computer Expertise Knowledge

  • College/Corporate Training
  • Communication Skills
  • Management Skills/Team Lead
  • Project Management
  • Corporate Software Applications
  • Server Technology
  • Networking Experience
  • Business Programming
  • Operating Systems
  • Printing/Scanning Troubleshooting
  • Instructional Design & Programming
  • Audio and Video Techniques

Timeline

Consultant/Senior Consultant & Coach

Sutherland Global Services
01.2012 - Current

IT Manager/PR & Art Director

Golden Tans
01.2011 - 01.2012

Technical Support & Trainer

ProTrain Solutions, LLC/ (Computer Confidence)
01.2009 - 01.2010

Training Seminar-Become A Better Trainer -

MASTER OF SCIENCE- Information Technology in Instructional Design -

BACHELOR OF SCIENCE- Information Technology -

ASSOCIATE OF SCIENCE- Computer Information Systems -

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