Scott DeVos has over 15 years of experience in IT support, network administration, and team management. He has skills in VPN and Active Directory administration, analytics and reporting, and customer service. His background includes roles as a team lead, network administrator, and tier 2 technical support specialist for various companies in Kentucky. He has a proven track record of success in meeting service level agreements and creating training programs.

1. Scott DeVos
(502) 472-3782
Scordev@gmail.com
Skills:
4+ Years VPN and Active directory
2+ Years Team Management and Operations
2+ Years Knowledge Management
2+ Years Reporting and Analytics
OS
Windows 95/98/2000/XP/ME/Vista/7/10
OS 9+
Software
Outlook Express, Windows Mail, Mac Mail
Microsoft office suite (Word, Powerpoint, Communicator, Excel, Outlook, Publisher)
Internet Explorer, Firefox, Opera, Chrome, Safari
Microsoft Remote Desktop, Logmein Rescue
Experience:
10/2010-8/2015; Team Lead, L2 AD/VPN Admin, Technical Specialist; Compucom, Louisville, KY.
L2 AD/VPN Admin
● Administrator for 30+ domain network
● Responsible for verifying security for requests. (Including export controlled servers)
● Managed share structure and implementation of changes
● Coordinated with teams worldwide for high priority issues
Technical Specialist
● Assisted in rollout of 12 person L2 technical support team.
● Created analytics and performance measuring for local and remote teams
● Handled escalated user issues in a business to business setting
● Managed schedule creation and agent coverage
Logistic Analyst
● Creating and running ad hoc reports for all Louisville contracts (10+)
● Created Recurring report automation
Team Lead
● Managed rollout and logistics for a team of 60 agents
● Created training program for new agents
● Created all schedules and managed coverage (24/7)
● Responsible for meeting multiple SLA’s and OLA’s
● Created and implemented success plan meeting a 99% SLA

2. ● Created and managed Mainframe/Active Directory/Exchange Server team
10/2009-10/2010; Broadband Technical Specialist I; Charter Communication; Louisville, KY.
● Troubleshooting Cable TV and Internet
○ including 98/Xp/Vista/7/mac OS9+ network connections to a DHCP network
● Was recognized for exceptional customer service
11/2008-7/2009; System Analyst / IT Help Desk; Internetek; Middletown,
KY.
● Troubleshot an internal data network with national, and even international, remote log-in
and its users in a business support environment
● Lead technician in charge of workstation software securities throughout facilities
● Obtained and implemented (and also trained local and offsite users on) audio/visual
components, communication devices, internal data entry, and various computer and
phone systems in collaborative efforts
● Managed quality of service for internet connections, analysis of trending patterns of
bandwidth flow
● Repair and support of user-end equipment (software and hardware both Mac and PC)
● On-call Emergency technician for IT disaster recovery
6/2005-11/2008; Technical Support Specialist- Tier 2; Insight Communications; Louisville, KY.
● High-speed internet technical support representative
● Designated trainer for new broadband and phone support technicians
● Trained tier 2 high speed internet technicians and phone (voip and switch) technicians.
● TSG (or Escalation ticket resolution) Team member, also involved in resolving customer
escalated issue in supervisory capacity
● Troubleshot personal and business computers over the phone
● Including 98/Xp/Vista/7/mac OS9+ network connections to a DHCP network, help with
configuring routers/switches/hubs
● Front end customer service and trouble resolution
● Tier 2 Phone 2.0/Switch Technical support representative
● Troubleshooting VOIP and Switch phone issues
Education:
Some college at Sullivan University
Some college at Jefferson Community College
Graduated South Oldham High School (2001)
References:
Ben Burress (Manager Compucom)– 502-310-8098
Ken Harley (Team Lead Compucom)– 502-541-3019