Scott Belk Email and Phone Number

Responsible for managing the performance of technical/desktop/help desk/applications/client services support teams (Ally employees - suppliers) to ensure quality service to end-users. Reviews and evaluates the performance of the support teams and of the individuals on the teams; defines, implements, and monitors SLAs - other performance metrics. Ultimately accountable for project deliverables, budgets, schedules and quality. Acts as resource for procedures, processes, implementation documentation, disaster recovery, and business continuity strategy.

*Manage the County’s computer operating systems & software packages, ensuring compliance with all applicable policies, procedures, laws, regulations and standards.*Analyze technology requirements of County departments; develops plans to implement new or modified technologies to help meet departments’ business needs.*Develop and document functional & technical specifications based on business requirements.*Research, evaluate, recommend, and implement new management information system technologies, applications and systems.*Communicate with consultants and vendors to determine appropriate hardware and software technologies for assigned projects; oversees vendor contracts for hardware and software support & maintenance.*Perform analysis, design, coding, testing & documentation of software application customizations.*Perform regular updates to operating systems and software packages; implement interfaces between operating system and personal computer software applications; develop and coordinate interfaces between the Internet, Intranet and operating system.*Train end-users in the use of computers and applications; develop training materials and manuals.*Manage user activities; assigns and manages security for users; manage client access.*Develop and format queries for software applications; generate computer reports.*Perform system operator duties, including but not limited to performing printer interfaces and data backups. *Develop and perform data export / import procedures.*Analyze, propose and implement solutions for end-user service requests, trouble reports, and a variety of problems associated with the County’s computing network.*Ensure all procedures and processes are completed in a manner minimizing system downtime.*Develop, document, & implement standard operating procedures.*Receive and respond to inquiries, concerns, & complaints in areas of responsibility.

Manage all day to day business operations including• Manage and process all purchase orders• Manage and process all accounts payables and receivables• Manage and process all shipping and receiving including international and domestic shipments• Manage and supervise warehouse operations• Manage transportation vendor relationships including decisions on selecting appropriate shipping companies• Interact with international manufacturers located in Europe and Asia on a consistent basis• Manage inventory of finished goods and component parts, including ordering as necessary• Maintain all PC's, telephony, printers, networking, and server for companyUpdate and maintain all software including Peachtree Accounting, UPS WorldShip, and FedEx Ship Manager

• Led team in troubleshooting and correcting issues on the intricate worldwide network.• Managed and delivered desktop and location support for Charlotte (Dell shop – approximately 1000 PCs). • Maintained the overall desktop systems infrastructure in Charlotte with a focus on minimizing any interruption of service.• Ensured that appropriate, adequate, and understandable communications took place between IT and the other practices in Charlotte.• Served as key partner with business leads to ensure they received high level service from the team and that tasks were performed within their requirements and timelines. • Served as escalation point for client issues that could not be resolved by team members.• Ensured that a viable and cost effective staffing/scheduling model was in place.• Ensured that workload management was continually reviewed to make sure it met company needs in an efficient manner. • Ensured that all overtime was approved and in accordance with company goals and requirements.• Managed ticket queues in Siebel and Remedy.• Managed procurement of desktop and printer equipment.• Managed the Exult to Hewitt Associates integration project from a desktop perspective.

Managed desktop support technicians across North America for the leader in human resource business process outsourcing for Global 500 corporations.• Managed the desktop support teams for North America (12 technicians):o Charlotte (Dell shop – approx. 1000 PCs) – 5 technicianso The Woodlands (Dell/Compaq shop – approx. 300 PCs) – 2 technicianso Memphis (Dell shop – approx. 200 PCs) – 2 technicianso Toronto (Dell shop – approx. 250 PCs) – 2 technicianso Irvine (includes support for the Virtual U.S. personnel – approx. 150 including executives –mainly Dell/IBM laptops) – 1 technician• Managed the desktop support component for the Exult to Hewitt Associates integration/transition project. This included the migration of the 2,000+ users from Outlook to Lotus Notes. Management responsibilities also required an in-depth inventory, utilizing Microsoft SMS, of the applications on each user’s PC. Then, corrective measures, sometimes involving re-engineering, were utilized in order to achieve compatibility on the Hewitt platform.• Ensured that all desktops were installed, configured, and maintained in support of business requirements and that service requests were completed in a timely manner for all location teams.• Calculated metrics for the LAN/WAN Services team (included desktop support, server administration, network support, and telephony) corporate-wide and provided a report on a weekly basis.• Approved and tracked IT purchases for North America.

Managed entire IT department for the Charlotte Exult location.• Managed the IT teams for the Charlotte CSC (included desktop support, server administration, network support, and telephony teams).• Delegated service requests from the clients to my direct reports and ensured that the work had been completed to customer satisfaction. • Managed ticket queue for team. • Delegated tickets and projects to team members. • Managed all hardware assets for Charlotte.• Tracked IT purchases for the Charlotte office.