Jon Scarr Email & Phone Number

Toronto, ON, CA

Toronto, Ontario, Canada

• Manage and support mission-critical enterprise applications for the PwC Canada Tax practice, serving as a point of escalation for support and maintenance matters including CCH iFirm, Tax CCM, Taxprep, QuickBooks.
• Respond to tickets and queries, ensuring timely and high-quality resolutions for Tax engagement teams and specialist service delivery teams.
• Collaborate closely with other IT teams to maintain and support applications according to service level expectations.
• Advise on and recommend improvements to optimize operational and cost effectiveness.
• Developed strong working relationships with internal and external stakeholders, demonstrating leadership, communication, and negotiation skills.
• Adapt to rapidly changing business and technology environments.

Toronto, Canada Area

• Troubleshoot and resolve escalated Level 2/3 support issues; escalate issues further as required.
• Record problem tickets under the appropriate severity into the ServiceNow call tracking system.
• Provide technical support for various practice specific software applications and firm proprietary software. Install and configure software, updates and patches.
• Configure and image PC’s with the required core environment software, printer setup and practice specific software.
• Troubleshoot various hardware issues with PC’s, printers, scanners, etc.
• Provide hardware and software support for various types of mobile devices.

Orlando, Florida, United States

• Acting as SPOC for users experiencing computer related problems provide support for internal systems such as the billing system, telephony, advanced support of commercial and corporate environments, e-mail, outage.
• Perform approved Install, Moves, Add and Changes (IMAC)
• Perform hands-on fixes at the desktop level, including installing and upgrading company approved software, installing hardware, implementing file backups, and configuring systems and applications.
• Photocopier and network printer maintenance
• Field inbound and outbound phone/email-based escalations, and provide customer service and technical support to internal employees on site and/or utilizing remote tools for over 3400 computer systems.
• Utilize Remedy, Serena, and Service Now ticketing systems with diagnostic tools to track, quantify, and assist in resolution of events and maintenances.

Orlando, Florida, United States

• Team lead and supervisor for computer replacement project of 500 computers companywide as part of the Windows XP to Windows 7 upgrade project.
• Ensured end user data was backed up, software inventory was taken, mapped network drives and printers were noted. Restored all user data, software, and mapped network drives and printers to end users satisfaction.
• Scheduled, oversaw, and conducted deployment, replacement, and retirement of 500 computers
• Deployed additional 132 Windows XP to Windows 7 replacement computers for first half of 2010.
• Provided ongoing weekly detailed data and progress monitoring to immediate supervisor.
• Maintained record of daily data communication transactions, problems, remedial action taken, and installation activities through Remedy ticketing system as assigned by senior technicians post deployment projects.

Orlando, Florida, United States

• Provided Tier 1 and Tier 2 desktop support, install and configured computer hardware, operating systems and desktop applications, within a Windows NT/2000/XP LAN/WAN environment.
• Provide onsite and remote help desk support for desktop and enterprise applications, printing, e-mail, connectivity, remote access, computer hardware, VPN, network outages and other end user related issues.
• Purchased, built, and configured desktop / laptop workstations.
• Monitor, track and document data backups. Co-ordinate offsite tape rotation and perform disaster recovery operations as needed.
• Created and maintained Computer Systems inventory including software licenses and asset tags for computer related equipment.
• Created and maintained Help Desk knowledge base for Information Technology Department.

Winchester, Virginia, United States

• Analyzing, troubleshoot and repair a wide variety of desktop / server related issues ranging from software to hardware and network related issues.
• Identify the hardware and software needed to provide solutions to problems.
• ​ Maintain professional and effective face to face contact with customers and vendors.
• ​ Create multiple step by step training documentation for onsite computer help classes.
• Building and configuring new computers.
• Imaging and backup of computers using Norton Ghost.

Associate'S Degree, Information Technology

Windows 7 Enterprise Support

Windows 7 Enterprise Support

Specialized Associates Degree, Digital Communication And Media/Multimedia

Ontario Academic Credit High School Diploma, General Studies