This document provides a summary of Scott E. Jones' qualifications and experience. He has over 15 years of experience in IT customer service and support roles, including managing help desks and providing on-site hardware/software support. His background includes positions at Polycom, SYMANTEC, and Greater Albany Public Schools, where he supported video conferencing systems, backup software, and school computer networks. He has strong skills in networking, desktop support, and customer service.

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Scott E. Jones
4130 Clay PL SE (541) 497-4997
Albany, OR 97322 townsaver80@hotmail.com
SUMMARY
Friendly and Experienced Hands-On Customer Service approach for each issue all the way to resolution.
I am energetic, positive, team oriented individual who is looking to continue and further my extensive real-
world IT exposure by applying my skills and experience to a challenging and interesting organization. Over
the years I have developed extensive customer service skills with both management and end users. As an
"Out of the box" thinker I frequently find unique solutions to complicated problems. I love to tackle new
challenges and push my learning to the limits! I can stay detail focused and on-track, and have a good sense
of humor to boot. I thrive in a team work environment and love to teach others and pass on my knowledge.
 On-Site Hardware/Software Support  Upgrade Planning, Management and Execution
 Office Relocation/Migration
 Global Part’s and NCR Tech Dispatch
 Help Desk and Telephone/Remote Support
 Call Center Ticket Management and Team Lead
Hardware Knowledge
LAN/WAN, VPN, DSL, Wi-Fi, and Cable Modem hardware
Laptop/Desktop Upgrades/Maintenance Server Administration
Managing Tape backup Hardware, Software and Policies
WORK EXPERIENCE
Polycom, Inc. | 1100 NE Circle Blvd, Suite 160, Corvallis, 97330 | T: 877-715-2121 | 2015-2016
Immersive Studio Audio/Video Conference Support TSE & NOC/CMCSwing Shift Lead
 Provided Enterprise Level Video Conferencing Support to Fortune 50 Customers
 Worked directly with customers worldwide to resolve multiple platform hardware/software issues
 Ticket System/Detailed casework and note taking to document troubleshooting process
 Directed service partner engineers in remote diagnosis and repair of hardware problems, and worked
with network carriers to resolve network circuit issues
 Deep knowledge Base search for error codes and applicable Patch history
SYMANTEC (Veritas) | 555 International Way, Springfield, OR 97477 | T: 541-335-5000 | 2012-2015
NetBackup Support TSE & Database SME
 Provided Enterprise Level Backup Support to Fortune 500 Customers
 Security Background Verified for Secure Queue Support Cases (Army Corps of Engineers, Home
Land Security, & other US Soil only support)
 Detailed casework and note taking to document troubleshooting process
 Case Evaluation and Case Escalation validation and process adherence
 Deep knowledge Base search for error codes and applicable Patch history

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Greater Albany Public Schools | 3610 Grand Prairie Rd SE, Albany, OR 97322 | T: 541-967-4613 | 2010-2012
Network Engineer/Desktop Support/Help Desk
 Maintained computer maintenance of 2483+ PC's across 23 buildings
 Operating System upgrades, Application upgrades and Software Install's
 Planning, scheduling and executing new deployments of 32-450 PC's
 Maintain Printers, LCD Projectors,Document Cameras,Smart Boards in every classroom at 21
locations K through 12th grade.
Right-Click | 4130 Clay Pl SE, Albany, OR 97322 | T: 541-497-4997 | 2003-2010
Hardware Specialist/Network Engineer/Consultant/Owner
 On-site technical field work, system integration, scheduled upgrade Mgt.
 Marketing, Accounting, Purchases,Planning and Tasking workers
 Created custom classes on client requested topics and General Classes
 Provided technical support via telephone
 Responsible for overall quality of service work performed
EDUCATION and CERTIFICATIONS
Certified ISO-9000 Beaverton, OR
Nortel BCM 2.0 certification Salem, OR
Brocade Accredited IP Storage Network Administrator Brocade
Polycom RMX/DMA and GS500/GS700 Endpoints Polycom
Software Knowledge
Office 2013/2010 Outlook 2010/2013 Citrix/Thin Client
Browsers: IE, Chrome, Firefox LAN/Desktop Faxing NetBackup, AntiVirus, VMware
OCR & Scanning Software, Remote Desktop Control, IP Telephony/CTI
Windows Server 2012/2008 & Windows SBS 2003/2008
Windows 98, ME, 2000, & XP, Vista, and Windows 7, 8, 10 (All Versions)