SCOTT ERVIN
Cincinnati,OH
Summary
Experienced Support Engineer specializing in incident management and SaaS product troubleshooting. Demonstrated ability to integrate APIs and optimize service level management. Committed to continuous improvement and effective communication in challenging situations.
Overview
7
7
years of professional experience
Work History
Support Engineer
Unily
05.2021 - 11.2025
- Experienced Support Engineer specializing in Incident and Release Management using ServiceNow, Octopus Deploy, and Azure DevOps
- Provides support to various clientele 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
Cincinnati, USA
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 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
Cincinnati, USA
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 IT team to identify and solve recurring problems, maintained documentation, and contributed to development of training materials
- This experience enhanced communication skills and deepened overall understanding of technology in an academic setting.
Education
Associate degree - Applied Sciences, Computer Systems Support Technology
University of Cincinnati Clermont College
OH12.2020
High School diploma -
Amelia High School
OHSkills
- Service level management
- Incident management
- Support best practices
- Mentoring and troubleshooting
- Application ecosystems
- Database management
- Server administration
- IIS configuration
- Security protocols
- API development
- Postman usage
- SQL proficiency
- Database migrations
- SSMS expertise
- Problem management strategies
- Change management processes
- Capacity planning
- Root cause analysis techniques
- API integration skills
- Effective communication abilities
- Team collaboration
- User support
Timeline
Support Engineer
Unily
05.2021 - 11.2025
Night Shift Service Desk Analyst
Encore Technologies
01.2021 - 05.2021
Help Desk Technician
UC College of Nursing
09.2018 - 11.2020
Associate degree - Applied Sciences, Computer Systems Support Technology
University of Cincinnati Clermont College
High School diploma -
Amelia High School