Scott Coon Email & Phone Number

Agile Frameworks, LLC provides the only cloud-based, SaaS software solution that fully integrates corporate, field, and lab information management activities in one platform across multiple architecture, engineering, and construction disciplines. We offer the industry’s most impactful tools and automated processes to maximize efficiency, growth, and profitability.Our MetaField® solution allows for quick implementation with no hardware or software infrastructure to download, install, or maintain. It includes scheduling and dispatch, field data collection, LIMS, accreditation, document management, reporting and delivery, DIY forms and reports, and digital signature.My role is to support MetaField and lay the foundations for expanding the internal support team. I strive to provide the best possible support for all of our amazing users.

United States

● Fostered professional development in a team of fellow support engineers in advocating for our users.● Multitasked multiple tickets and workloads to determine daily priorities with little management oversight.● Troubleshoot system and network problems, diagnosing, and solving hardware and software faults.● Collaborates with the implementation team to determine the best approach to customer success.● Resolves customer support issues in a timely manner while keeping clients informed with progress updates.● Coordinates effectively with the development team to escalate emergency & Tier 3 situations.● Lead project to create a replicable & scalable support system by developing Standard Operating Procedures.● Trained and onboarded new users to become power users with our software.

Idaho Falls

Achieved record-breaking customer satisfaction with a 97.5% positive feedback rating for support ticketsTook initiative by revamping inherited process to improve efficiency and accuracyDeveloped & implemented training for support agents and inspired them to advocate for the customerEmployed communication skills to resolve numerous support cases over the phone, text chat, and emailFostered long lasting relationships with customers

United States

Leading a team of over 40 technicians in the deployment of Windows 10 computers for Tinker Air Force Base in Oklahoma City, Oklahoma. Helping manage this project is extremely awarding thanks in part to the large logistical scope of the project. Represented Dell to assist in the Department of Defense (DoD) mandated upgrade of all Defense Services and Agencies to Windows 10. Coordinated with military representatives on a day-to-day basis to ensure the proper imaging and deployment of new Windows 10 laptop and desktop computers. Proper security and record keeping practices are a also a top priority of the team. Gaining leadership skills though the training and coaching new technicians. Encouraging them to display professional, accurate, and efficient work. Achieved a high level of client satisfaction in a previous project at the Battle Creek Air National Guard Base in Michigan. Despite fellow employees being sick with the flu I worked effectively to complete the project solo well before the final deadline for which I received a promotion.

Rexburg, Idaho

• Performed as Programming lead or supervisor all company projects from end to end.• Programmed webcati surveys, scripts, tools, and reports. Gained SQL data management experience • Gained experience as a project manager working with others to ensure client satisfaction.• Gained experience with self-education, data analysis, and problem solving.• Created and managed surveys using Qualtrics

Idaho Falls, Idaho

• Resolved software and operating problems in compliance with company procedures• Learned compliance with federal and corporate rules and procedures including security• Worked professionally with team mates and customers in a fast paced and at times stressful situations• Learned to prioritize tasks while keeping customers informed with detailed documentation

St Anthony, Id

I focus on helping individuals accomplish their goals through personal attention and finding powerful yet simple solutions.I aid the school district my installing, troubleshooting, and maintaining the school districts technology. This includes hardware, software, and network assets.I handle help-desk support requests through email, phone calls, and most commonly in person.

Highlands Ranch Colorado

I created and manage an automatic regression testbed that ensures new versions of our software meet quality and performance standards.I maintaine and improve the automatic regression testing and discover and catalog software bugs.