Scott Christesen Email & Phone Number

United States

-Oversee team of subject matter experts for Manufacturing Excellence (MX) product.-Work with other teams to craft support processes for the MX product.-Provide advanced level support including DML queries, scripts, defect documentation and verification.-Craft SQL queries for troubleshooting and sales research.-Lead and mentor other engineers.-Advise management team on support requirements for MX product. -Coordinate with development, support and infrastructure teams to set up monitoring and alerting rules.-Generate knowledge articles, SOPs and other documentation-Develop test plans for black box testingfor each new release of MasterControl.

Cottonwood Heights, Utah, United States

Primary Duties-Act as an escalation point for difficult customer issues.-Provide advanced support for Enterprise Support.-Liaison between support department and development teams.-Set up servers and reproduction sites to troubleshoot difficult issues.-Participate in a regular on-call schedule for afterhours support. -Write and evaluate SQL queries for fixing customer data.-Identify, test, and document software defects.-Set up virtual desktops with Windows Server for testing customer issues.-Train internal customers on subject matter expertise.Accomplishments-Awarded two “Trailblazer” department awards for efforts to bridge the gap between the support -department and the development teams.-Developed a custom report with data on customer adoption of the manufacturing module, a key contributor to annual recurring revenue, for senior leadership.

Cottonwood Heights, Utah, United States

Primary Duties-Assisted customers over the phone and via email with restoring functionality and maximizing feature usage with the MasterControl software.-Wrote and published knowledge base articles.-Mentored new engineers and provided training.-Acted as subject matter specialist for the manufacturing, bill of materials, and supplier modules.-Developed training plan for subject matter responsibilities.Accomplishments-Recognized as MVP of Support for 2018.-Awarded “Trailblazer” department award for outstanding mentorship.

Powder Springs, Ga

-Manage and maintain over 1,500 computers and mobile devices, and other technology for over 2,000 students and staff across 3 schools.-Provide onsite network support and troubleshooting.-Image computers and deploy software and system updates using LANrev.-Troubleshoot hardware issues and replace damaged components for malfunctioning desktop and laptop computers.KEY ACCOMPLISHMENTS-Oversaw deployment, imaging, and set up of over 250 laptops and desktops at Varner Elementary School, and 240 desktops and laptops at Tapp Middle School.-Advised principals at 3 schools on most appropriate technology purchases with limited funding.-Maintained 99% first time resolution rate.

Atlanta, Ga

- Assisted legal professionals at over 80 law firms worldwide with remote support for applications, document processing, and over the phone troubleshooting.- Quickly analyzed, diagnosed, and repaired computer, printer and mobile device issues from a remote environment.- Accurately documented service with the IQTrack ticketing system.-Contributed articles to knowledge base.KEY ACCOMPLISHMENTS-Maintained a 98% customer satisfaction rating and 95% first call resolution rate.-Produced over 41,000 service request tickets over 4 years.-Mentored new analysts as part of they after hours mentoring program.-Frequently filled in for team lead by quality checking escalated tickets and escalating tickets to appropriate tier 2 support.

Shaw Afb, Sc

-Created encoded weather forces, graphical weather charts, and weather warnings, watches and advisories for sites across southwest asia and the middle east.-Oversaw production of forecasts by subordinates.-Maintained standards for dress and appearance and physical fitness.-Oversaw management of the flight community of practice.KEY ACCOMPLISHMENTS- Supervised 240 weather forecasts and 337 weather watches, warnings and advisories between 2007 and 2013- Received Air Force Achievement Medal and Air Force Commendation Medal for meritorious service in the line of duty

Barksdale Afb, La

-Created encoded weather forces, graphical weather charts, and weather warnings, watches and advisories for sites across the south central U.S..-Produced flight path forecasts for pilots flying to and from the south central U.S..-Maintained standards for dress and appearance and physical fitness.KEY ACCOMPLISHMENTS-Lead a 4 person graphical weather production team.-Completed a tour to Balad Air Base in Iraq as a force protection augmentee in support of Operation Iraqi Freedom

Bachelor Of Science - Bs, Computer Science

Bachelor Of Science - Bs, Business Management In Culinary Arts, 3.7Gpa

-Magna Cum Laude -Academic Excellence Award