1. Scott Parmenter
Scott Parmenter
Overview
I am an expert Systems Engineer/Technical Analyst with significant, demonstrable experience working for
Fortune 500 and FTSE 100 clients in different sectors, including Utilities, Telecoms and Financial Services. I
have extensive experience in developing and testing interfaces, primarily for the utilities industry, using various
software packages such as Constellar Hub, GlobalScape/EFT, Unix and Oracle, and am regarded as the ‘go to’
technical authority by clients and peers.
In addition to my technical/domain expertise, I employ a methodical approach to support work and development
projects, and can effectively prioritise workloads to meet business and budgetary requirements. I am capable of
working to tight timescales both individually or as part of a team. I am an effective and capable multi-tasker
with a ‘can do’ attitude. My excellent verbal and written communication skills have allowed me to build up
significant customer relationships at various levels.
I am currently appointed as a Systems Engineer, and my previous positions include: Senior Service Desk
Operator, Deputy Team Leader, Service Access Administrator and Customer Services Representative.
Key Technical Skills
 Platforms: SunOS, NT
 Software: Constellar Hub, GlobalScape/EFT, Control-M, SQL, Remedy, Primus
 Applications: Interfacing of business to business processes in the Utilities sector.
Professional Highlights
 Provided a dynamic, operational continuity solution for a FTSE100 Utility Company’s credit
strategy/repayments system following a 3rd
party supplier failure. This was a live, business critical situation
that was mitigated by my technical knowledge and prompt action.
 Identified and implemented an innovative, complex technical solution to resolve a long standing,
intermittent and undiagnosed client issue which was affecting business processes, at increasing cost and
interruption to the client. The solution delivered more stability and reliability to the client, improving
productivity and reducing cost.
 Following a major server migration project for a global Utilities company, which resulted in severe interface
issues and failures (primarily due to the client implementing changes outside the agreed migration
schedule), I was instrumental in ensuring business/technical continuity, through the application of expert
domain knowledge, strong communication skills and due recognition of risk and change management
priorities. I received an Achievement Award for my dedication and commitment to this project.
 Took on the role of Technical Lead for a £1.2million project to migrate all file transfer interfaces from a
software client which was no longer supported over to a new Control-M software application. This was a
highly visible project which lasted 3 years.
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2. Scott Parmenter
Employment History
IBM (UK)
(TUPE from Accenture/SAIC
Ltd)
IT Specialist
Apr 02 - to present
Interface Support
 Action faults resulting from automated command post alerts or
customer raised calls.
 Rectify problems using systematic and logical approach whilst
keeping the customer informed of progress at all times.
 Take ownership of long term/ongoing issues until problem is
solved and customer satisfied.
 Support and mentor off-shore team members to enable them to
become increasingly independent.
Interface Development/Project Work
 Review Business/Technical specifications to provide cost and
timescales for delivery in line with service level agreements and
budgets.
 Build interfaces using UNIX, Information Exchange scripts, SQL,
Toad, Constellar HUB, Control-M and GlobalScape/EFT software,
whilst keeping costs within agreed budgetary restraints.
 Create and perform IE unit testing in line with departmental
standards ensuring defects are kept to a minimum, and provide
test plans and results in standard format for the customer to
review.
 Perform User Acceptance Testing/System Testing as required by
the customer and provide reports to customer of any faults arising
during testing and offer advice on best solution for resolution.
 Obtain customer written agreement to allow interface to be passed
for implementation, and implement interface at a time arranged
with customer, ensuring any RFCs/CRQs have been raised and
approved.
 Produce supporting auditable documentation in line with QMS,
SOX, Information Exchange and ISO standards.
Outage Co-ordination
 Receive outage notification and investigate affected Interfaces.
 Liaise with other teams – both internal and external – to discuss
outage and agree course of action.
 Obtain written authorisation from the customer to action changes
and/or create additional schedules where required.
 Disable affected outage schedules for outage period. Monitor
progress of outage and ensure all follow-up tasks are completed.
 Inform the customer of any resulting problems and take action to
ensure resolution.
 Ensure all relevant documentation is produced and completed in
line with SOX, Information Exchange, QMS and ISO standards.
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3. Scott Parmenter
SAIC Ltd
Service Access Administrator
Jan 02 – Apr 02
 Action Service Access Request forms received for access to
systems.
 Set up customer access (where possible) within agreed
timescales.
 Pass relevant requests to third parties for action and follow
through to resolution.
 Resolve customers’ queries i.e. incorrect access, invalid password
etc.
 Provide advice and guidance to customer on service access
procedures.
SAIC Ltd
Senior Service Desk Operator
Nov 97 – Jan 02
 First point of contact for customers’ faults, performing first-line
fixes to resolve where possible.
 Ensure customers’ telephone calls are dealt with efficiently and
within agreed service level agreements/timescales.
 Ensure failure calls are logged correctly and allocated to
appropriate internal or external support team.
 Train and mentor new staff.
 Write and maintain business process to improve working
practices.
 Deputise for Service Desk Supervisor to cover for
holidays/sickness etc and become main point of contact for any
Service Desk issues.
 Responsibility for organising team duties and workloads during
major incident
1990 – 1997: During this period I was employed in various temporary & voluntary positions. From 1992 to
1994 I worked as a voluntary administration assistant for the Victim Support charity. From 1994 to 1996 I
worked in the Chargecard and Direct Debit departments for BT. From late 1996 to the middle of 1997, I
worked as a Customer Service Advisor for Calor Gas.
Education & Qualifications
Bebington High School, Bebington,
Wirral
1985-1990
‘GCSE’ – English, English Literature, Maths, History.
SAIC Ltd
1998
2000-2001
2008
Novell 4 Course – Certified Novell Administrator
NEBSM – Supervisory and Management Course
ITIL Service Management Foundation Course
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