Scott A.
Mid-Level IT Systems Administrator
Open to offersNew to PlatformAbout
Scott Z. is an accomplished Comcast Account Management Supervisor with extensive experience at Teleperformance USA in Montego Bay, Jamaica. He has developed and implemented key performance indicators (KPIs) that enhance accountability and transparency within his teams. Scott's leadership in account management has positively impacted customer experiences, retention rates, and service delivery standards. As an IT professional, Scott spent five years at Unique Vacations LTD, where he optimized IT infrastructure and provided critical systems administration. His technical expertise includes installation, configuration, and troubleshooting of Microsoft Server systems, as well as maintaining system security with industry best practices. Scott has a proven track record of resolving complex IT issues, automating management tasks, and leading technology advancements that drive organizational growth. He is adept in Technology Utilization, KPI Establishment, Problem Resolution, Customer Satisfaction, and Team Leadership, making him a versatile asset in IT and management roles.
Experience
Comcast Account Management Supervisor
Teleperformance USA · 2024 — 2026Supervised a team of account managers to improve customer satisfaction and retention rates. Designed training initiatives to enhance staff product knowledge and service standards. Established key performance indicators to assess team efficacy and foster accountability. Conducted weekly meetings to address team challenges and share effective practices. Performed regular evaluations to support employee growth and advancement. Launched a recognition initiative to boost team motivation and morale. Managed account management budgets, ensuring cost efficiency and optimal resource use. Onboarded new employees regarding company policies, promoting a culture of compliance and high standards.Comcast Account Management Representative
Teleperformance USA · 2022 — 2024Provided exceptional customer support by addressing inquiries and resolving complaints to boost customer satisfaction. Led training sessions for new employees to enhance team knowledge and performance. Handled a high volume of incoming calls while maintaining professionalism and achieving a notable call resolution rate. Participated in team meetings to review performance metrics and exchange successful strategies. Addressed billing discrepancies and account-related issues to maintain customer trust. Managed escalated complaints with empathy, effectively de-escalating conflicts. Engaged in ongoing training and development activities to keep up-to-date with product knowledge and industry standards. Offered assistance during peak periods, showcasing adaptability to contribute to team success.IT Systems Administrator/I.T Co-Ordinator
Unique Vacations LTD · 2017 — 2022Installed, configured, and troubleshot operating system hardware and software on Microsoft Servers, ensuring optimal performance. Evaluated and implemented software updates and system upgrades, addressing hardware and software-related issues. Collaborated with a networking engineer to manage the infrastructure and connected devices. Maintained system security in line with company policies and industry best practices, deploying security patches and conducting vulnerability scans. Worked with IT staff to automate management tasks and streamline processes. Provided support and guidance to junior staff members facing complex system issues. Oversaw the procurement of hardware and software for the call center, recommending technology enhancements as necessary. Managed user access by setting up and deactivating login credentials and enforced IT policies regarding hardware and software use.
Skills & Expertise
Education
- Cisco CCNA 200-301Cisco University · 2023 — Present
- High School DiplomaVictory Academics · — — 2017
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