Ian Scott Email & Phone Number

United States

Tempe, Arizona, United States

As an applications support engineer for Chase, I monitored issues for the Orbital, Universal Payments Gateway, and Helix payment systems. Utilizing Datadog, Splunk, Service Now, and AWS, I would determine where the problem was, whether it was operating to Spec, and what changes needed to be made. I would then send that data along to the application development team to implement those changes.Utilized practices in SRE (Site Reliability Engineering), DevOps, automation, monitoring, logging, and configuration management; employed Datadog, Splunk, Service Now, and AWS to identify and diagnose system problems. Performed a wide range of on-call duties and conducted the continuous analysis and improvement of security, performance, and availability of Orbital, UPG, and Helix. Consistently maintained a 99.999% uptime for Orbital, Universal Payments Gateway, and Helix payment systems. Responsible for the establishment and monitoring of SLI. Scoped and prioritized activities based on business and customer impact and provided hands-on leadership, methodology, structure, and information necessary to coordinate decision-making and development critically. Developed implementable strategic plans, established future department goals that aligned with enterprise initiatives, and set priorities for the application development team. Worked closely and harmoniously with the application development team to successfully develop and implement necessary changes for system improvement

I managed my team of 7+ specialists, creating documentation, giving performance reviews, collecting data on performance, performing call evaluations, and also performed a customer service role. I had to work on scheduling for specialists, coaching and mentoring, as well as keeping a database of performance issues. As this was a technical role, I also needed to be familiar with technical documentation writing, JSON, XML, SOAP, staying up to date on changes in web browsers, OS updates, and more. I had to walk very many non-technical folks through how these systems worked, as well as train new specialists on how to perform the very many tasks and customer service skills needed.Developed and managed a team of over seven specialists and provided oversight and supervision to individual and overall performance, schedule development, and coaching. Successfully merged the call center team into a Site Reliability Team and provided world-class technical support and customer service in a consistent, timely, and effective manner. Prepared, delivered, and measured documentation on procedures, company policies, and performance standards. Responded to and appropriately handled emergency situations that arose calmly and effectively with the ability to change the approach or method to fit the situation best. Provided training to non-technical team members and new specialists on administrative procedures, company policies, and performance standards. Passionate about leading and developing others.  Developed, maintained, and improved familiarity with technical documentation writing, JSON, XML, SOAP, and web browser and Operating Systems updates

I was a mentor and second level support for specialists within Chase's APS (Advanced Product Support) Team. I handled escalated customer service issues, provided coaching and mentoring to level 1 agents. As well as wrote technical documentation for my role. As well as identify technology breaks, troubleshoot, and escalate.Functioned outstandingly as a mentor and second-level support for specialists within the APS (Advanced Product Support) Team.Authored technical documentation for the role. Outlined plans and processes, reviewed department policies, and created documentation to align both department and enterprise initiatives and security. Took accountability for handling escalated customer service issues and coached and mentored level 1 agents. Quickly and efficiently remediate any discrepancies as quickly as they arise and provide efficient infrastructure administration and support. Identified technology breaks, troubleshot issues, and escalated as needed.  Assisted with organization improvement by applying expertise in identifying patterns to contribute to overall improvement and communicating with managers to report suggestive takeaways. Followed all communication procedures, guidelines, and policies and went the extra mile to engage with customers and resolve their issues.

Phoenix, Arizona, United States

 Conducted workflow analysis in user areas, quality control, problem, and change management, and proactively contributed tosystem upgrade projects. Provided daily customer support while delivering exceptional technical support and providing solutions to all customer and employee inquiries and complaints. Built sustainable relationships and trust with customer accounts through open and interactive communication and provided accurate and valid information using the right methods. Routinely observed operational performance and collaborated with technical staff and clients to improve efficiency and customer satisfaction while reducing costs. Followed up on customer service interactions to measure customer happiness as part of the commitment to customer-driventechnical support