Kevin Scott
Bristow
Summary
Dedicated System Engineer adept at cultivating long-term partnerships with vendors and clients. Expertise includes installing, configuring, and monitoring complex systems and infrastructures. Offering successful career history comprising more than 20 years.
Overview
28
28
years of professional experience
Work History
Systems Engineer - Team Lead
MicroAutomation Inc.
Chantilly, VA
02.2010 - Current
- Led system integration projects, ensuring alignment with organizational goals and technical specifications.
- Developed and implemented automated testing protocols to enhance system reliability and performance.
- Mentored junior engineers, fostering skill development and knowledge sharing within the team.
- Collaborated with cross-functional teams to refine processes and improve overall system efficiency.
- Improved system performance by identifying and resolving technical issues in a timely manner.
- Completed software updates and assessed security patches for optimized computer use.
- Evaluated new tools and technologies for possible integration into existing infrastructure environments.
- Coordinated with stakeholders throughout all stages of the project lifecycle from inception to completion.
- Maintained stability, integrity and efficient operation of information systems supporting organizational functions.
- Contributed towards continuous improvement initiatives aimed at streamlining internal processes and enhancing overall service delivery quality.
- Streamlined troubleshooting processes by creating comprehensive documentation to guide support teams.
- Coordinated with stakeholders to gather requirements, ensuring solutions aligned with business goals.
- Reduced system downtime significantly with proactive maintenance and rapid response to issues.
- Trained team members on new technologies and best practices, elevating overall skill set of department.
- Trained and mentored junior engineers, providing guidance and direction.
Customer Operation Support Team Leader
MicroAutomation Inc.
Manassas, VA
01.2008 - 01.2010
- Responsible for coordinating COS team members in installations, maintenance, upgrades, and repairs of all customer solutions. This ensures trouble tickets and updates are completed in a successful and timely fashion.
- Responsible also for Customer Operation Support Technician duties plus the support of partners software such as Presence and Loquendo.
- Led support team in resolving complex client issues, enhancing overall customer satisfaction.
- Streamlined support processes, resulting in improved response times and service efficiency.
Customer Operation Support Technician
MicroAutomation Inc.
05.2006 - 01.2008
- Responsible for analyzing and correcting reported troubles for all CTI, IVR, Recording and Siemens switch customer solutions installed by MicroAutomation.
- Monitoring all customer sites to ensure 99.99% up time of all automated systems.
- Perform system installations, maintenance, upgrades, and repairs of all solutions to ensure that solutions is within customers security parameters and to guarantee that solutions are working at there full optimal potential.
- Testing, coordinating, and performing implementations of new code for production system enhancements.
- 24x7 on call rotation to support all customer operations.
Customer Support Technician
MicroAutomation Inc.
01.2000 - 05.2006
- Responsible for installing and configuring all call center and contact center solutions including products from MicroAutomation, Intel, Nuance/Speechworks, Dialogic, NTS, Edify, Vocalocity, Genesys, Voice Genie and IBM.
- Design IVR flowcharts and IVR applications using NXI's NTS, Vocalocity's AppCenter and Edify's Workforce Application Builder.
- Knowledgeable in advanced IVR technologies such as Text-to-Speech, Voice Recognition, Automated Speech Recognition (ASR), Fax, and host and database interfaces.
- Develop and test MicroAutomation CallCenter solutions.
- Responsible for providing Internal Helpdesk support to all company employees including installation and configuration of desktops computers including the installation and configuration of Microsoft Office Suite software components.
- Responsible for providing twenty-four (24) hour Technical support to clients on maintenance contracts for hardware and software components.
- Responsible for installing and setting up operating systems such as Windows 3.x, Windows 95/98, Windows NT, Windows XP, Windows 2000, DOS, Unix, AIX on internal servers and customer servers.
- Install, configure, and maintain internal Siemens Hipath 3750 switch, Edify Maintenance System, Auto Attendant, IVR, and CTI solutions.
- Install, configure, and maintain clients’ Siemens Hipath 3000 switches, various vendor IVRs, Mercom digital voice recording server, and CTI solutions.
- Conduct on-site customer training for CTI and E911 products and systems.
- Experience in working with a variety of PBXs including Nortel Meridian, Nortel DMS-100, Siemens 9751, Siemens Hicom, Siemens Hipath, and Avaya Definity.
- Provide assistance for complex systems integration with telecommunications products and services such as T1, PRI, BRI, DSL, and POTS.
Logistician
CACI
Chantilly, Virginia
04.1998 - 01.2000
- Member of the Military Sealift Command (MSC) Technical Support Group (TSG).
- Support MSC Configuration Data Manager and ILS functions.
- Provide supports in execution of new ship construction, overhauls/conversions of ships, and ship availability.
- Extract shipboard specific configuration data from CMIS to build an accurate configuration database using DB2.
Education
Bachelor of Science - Computer Science
Strayer University
Alexandria, VA06-2000
Skills
- Troubleshooting
- User support
- System testing
- Technical support
- Hardware and software installation
- Client service and support
- System troubleshooting
- Root-cause analysis
- Application testing
- Hardware integration
- Helpdesk operations
- Operating systems
- Troubleshooting and diagnosis
- Multitasking Abilities
- Critical thinking
- Customer service
- Teamwork and collaboration
- Team building
- Computer skills
- Active listening
- Organizational skills
- Problem resolution
- Written communication
- Relationship building
- Attention to detail
- Teamwork
- Problem-solving
- Problem-solving abilities
- Multitasking
- Reliability
- Excellent communication
- Effective communication
- Verbal and written communication
- Client relations
- Interpersonal skills
- Self motivation
- Task prioritization
Timeline
Systems Engineer - Team Lead
MicroAutomation Inc.
02.2010 - Current
Customer Operation Support Team Leader
MicroAutomation Inc.
01.2008 - 01.2010
Customer Operation Support Technician
MicroAutomation Inc.
05.2006 - 01.2008
Customer Support Technician
MicroAutomation Inc.
01.2000 - 05.2006
Logistician
CACI
04.1998 - 01.2000
Bachelor of Science - Computer Science
Strayer University