Scott Andrew Croft
Lawrenceville,GA
Summary
Dynamic professional with extensive experience at Believe Music Hall, excelling in operations management and staff development. Proven track record in technical troubleshooting and customer service, achieving high satisfaction ratings. A reliable leader and self-starter, adept at enhancing operational efficiency and fostering strong client relationships.
Overview
13
13
years of professional experience
Work History
General Manager; Operations Manager; Bar Manager
Believe Music Hall
Atlanta, USA
01.2018 - Current
- Supervised 68 employees, overseeing hiring, training, and daily operations, including scheduling, incident responses, performance management, and employee development.
- Maintained and troubleshot point of sale systems and network devices to ensure operational continuity.
- Managed cash and credit transactions to ensure smooth customer service.
- Developed and implemented structured opening and closing procedures to enhance employee efficiency and operational consistency.
Senior Apple Technical Support Advisor Tier 2; Certified MAC+ and Apple Certified iOS Technician (ACiT)
Transcom
Atlanta, USA
01.2020 - 01.2021
- Achieved 97.3% average customer satisfaction rating and 88.08% issue resolution rating, reflecting high-quality service
- Promoted within 90 days of employment to MAC+ department, then again to Tier 2 senior advisor
- Troubleshot and resolved customers' issues while logging troubleshooting steps taken.
- Supported customers by resolving issues and clarifying product features to enhance user experience
- Maintain high level of customer service while maintaining compliance on all confidential information
- Logged calls and customer issues to identify call drivers and improve support processes
Network Operation Center (NOC) Intern
SAFE SYSTEMS Inc.
Alpharetta, USA
01.2017 - 01.2018
- Monitored and troubleshot client networks and devices, ensuring optimal performance and quick resolution of issues.
- Resolved customer work requests promptly, enhancing client satisfaction and retention.
- Documented and communicated all troubleshooting steps, providing clarity and continuity for future reference.
- Client facing representative - responsible for client satisfaction, development, and retention
Microsoft Expert; Computer Sales Associate
BEST BUY
Alpharetta, USA
01.2014 - 01.2016
- Promoted to Microsoft Expert from Computer Sales Consultant after 1 year
- Top-rated customer service support – repeatedly sought after to teach & train new hires
- Supported team objectives by quickly adapting to changing needs.
Education
Bachelor of Science - Information Technology
KENNESAW STATE UNIVERSITY
Marietta, GA01-2017
Associate's Degree - Information Security, Concentration in Linux/Unix, Minor in Windows
GWINNETT TECHNICAL COLLEGE
Gwinnett, GA01-2014
Skills
- Management
- Leadership
- Staff management
- Customer relationship management
- Client account management
- Cash transaction management
- Operational troubleshooting
- Technical Troubleshooting
- Problem solving
- Customer Service
- Conflict resolution
- Embraces Challenges
- Self-Starter
- Team Player
- Reliable
- Quick Learner
- Instructional Teaching
References
Available Upon Request
Timeline
Senior Apple Technical Support Advisor Tier 2; Certified MAC+ and Apple Certified iOS Technician (ACiT)
Transcom
01.2020 - 01.2021
General Manager; Operations Manager; Bar Manager
Believe Music Hall
01.2018 - Current
Network Operation Center (NOC) Intern
SAFE SYSTEMS Inc.
01.2017 - 01.2018
Microsoft Expert; Computer Sales Associate
BEST BUY
01.2014 - 01.2016
Bachelor of Science - Information Technology
KENNESAW STATE UNIVERSITY
Associate's Degree - Information Security, Concentration in Linux/Unix, Minor in Windows
GWINNETT TECHNICAL COLLEGE