Scott St. Clair is a senior technical support engineer seeking a new position utilizing over 20 years of experience resolving technical issues with complex networked systems. He has specialized expertise in business systems, consumer goods, and interactive voice response systems. St. Clair has held technical support roles at NICE Systems, the City of Irving, and Convergys, gaining experience troubleshooting a variety of applications, hardware, and operating systems. He is proficient in remote access and has a track record of strong customer satisfaction ratings and problem resolution skills.

1. Scott St.Clair
sscottstclair@gmail.com 214.794.9596
LinkedIn.com/in/sscottstclair Dallas, TX 75238
TECHNICAL SUPPORT ENGINEER
Senior Technical Support Engineer is seeking company needing expertise to resolve technical support
issues with Windows and Unix applications on complex networked systems. Experienced customer
focused troubleshooter on issues with operability, hardware and software. Areas of specialization focused
on Business Systems, Consumer Goods, and Telephony IVR (Interactive Voice Response).
PROFESSIONAL EXPERIENCE
NICE Systems (Richardson, TX) Sept 2013 to Apr 2016
Nice Systems (NICE), formerly IEX, with 3,513 employees provides agent management software solutions
for large corporate call centers utilizing Workforce Management (WFM / Totalview) applications.
Technical Application Support Engineer (Insight Global contract led to permanent position at NICE)
Resolving detailed technical issues in a methodical manner independently and with internal and external
business partners to find appropriate resolutions. Analyze problem through customer interaction,
evaluation of application logs, and remote access to WFM servers for assessing system functionality. Use
my technical skills to resolve issues on Windows and Unix based networked WFM call center
applications. Specialization is in troubleshooting Avaya and Cisco ACD, RTA, Reporting, Webstation,
and networked operating systems.
Achievements
• Consistently met or exceeded performance rating expectations of 50 ticket closures a month
frequently in the top 5 within my department.
• Customer satisfaction surveys submitted on ticket closures resulted in 99% overall positive
performance rating.
• Specializations in WFM application facilitating faster problem resolution, reducing system
downtime and resulting in increased contract renewals.
CITY OF IRVING (Irving, Texas) May 2013 to Sept 2013
Irving is a city in the Dallas area that serves a population of over 200,000.
Application Support Contractor
Technical support for IT applications utilized by city departments in managing data related to fleet, fuel
and other city resources as a temporary contract position through Stark Agency. Interact with city
employees and vendors when required to maintain application functionality and ongoing configurations.
INTERVOICE / CONVERGYS (Dallas, Texas) Jan 2000 to Jan 2013
Convergys Corporation (CVG) with 76,000 employees provides customer management business process
outsourcing solutions for communications, financial services and technology markets.
Sr. Engineer / Sr. Product Support Specialist / Specialist, Client Support
Resolve issues using my technical skills or by interacting with various professionals when problems occur
on Windows based networked speech/touch tone IVR (Interactive Voice Response) systems.
Analyze reported issue by gathering information from customer sources, review of the unique
applications and systems, remote access evaluation, and system or application log review. Understand
client’s corporate infrastructure including the connectivity to host mainframe (Telnet, 3174, TCP/IP,
Advanced Sockets), telephony environment (IVR, PBX, Switch, Central Office, ISDN, T1, VOIP),

2. databases (SQL, Sybase, Oracle) and network (Ethernet, TCP/IP, Windows). Utilize hands-on skills with
system hardware (Hewlett Packard / Dell, Ethernet topology, routers, racks and KVM) when necessary.
• Determine the malfunction that occurred: Telephony, Host, Network, Hardware or Software.
• Responsible for technical problem determination, confirmation, remote access, troubleshooting,
and interacting with clients, product engineers, programmers, network administrators, database
administrators, telecommunications administrators, field engineers, and R&D.
Achievements
• Completion of public trust certification process to become primary engineer authorized to work
on key governmental IVR systems allowing company to acquire and maintain government
accounts.
• Received high ratings on satisfaction surveys and tracking system reports documenting
excellence in service and resulting in customer retention for the company.
MICRODYNAMICS / GERBER TECHNOLOGY (Richardson, Texas) Nov 1993 to Jul 1999
Gerber Scientific, Inc., (GRB) with 2,250 employees is a servicer of automated manufacturing systems.
Sr. Product Support Specialist / Sr. Systems Engineer
Provide national on-site support for Windows based fabric pattern and marking equipment as well as
CAD applications running on Novell and Windows networked systems. Perform and provide support to
end users, field engineers, sales personnel and corporate facilitators. Install, configure, troubleshoot and
operate the company’s networked based CAD applications supporting up to 2,000 corporate end users.
Achievements
• Key technical resource person in establishing standards for the configuration of MicroMark CAD
systems resulting in increased sales due to system upgrade to current technology.
• Technical knowledge demonstrated in customer presentation was instrumental in permitting a $4
million sale to proceed.
PROFESSIONAL SKILLS
• Remote access using WebEx, RDP, VPN, Cisco, Putty, Teraterm, Citrix, and PCAnywhere.
• Support of large node networks as used by numerous Fortune 1000 companies.
• Develop basic queries for databases such as Oracle, Postgres, SQL, and Sybase.
• Support of applications and hardware in Ethernet networks including routers, racks, KVM, Peer-
to-Peer/Client Server, Unix, Windows, VPN and VM.
• Manage configurations in Telephony with IVR, PBX, CTI, CSU, ISDN, T1, VOIP, and POTS
and troubleshoot connectivity issues in Telnet, 3174, TCP/IP, and URL fetches.
• Evaluate and review programming languages such as Java, C, HTML, VXML, and Assembly.
• Hardware evaluation, diagnostics and repair on Intel systems such as Hewlett Packard, Dell,
IBM, Compaq, and peripheral devices
EDUCATION
University of Houston (Houston, Texas)
Bachelor of Science - Electrical Electronic Technology (BSET) Hardware Specialization
Richland College (Dallas, Texas)
Associate of Arts and Science