Scott Engel Email & Phone Number

St. Louis, Mo, Us

Delivered a HiTRUST alignment to SOC 2 ComplianceDeployed a Risk Management Program to identify, prioritize, resolve or acceptance of company risks.Lead a Governance, Risks, Compliance Committee that met quarterly to review current Security and Compliance posture and roadmap. Created & Deployed a Change Management Program for Client and Infrastructure Changes aligned with ITIL Framework including weekly CAB (Change Advisory Board) Meetings.

Lead a Team of Associate Engineers and Engineers supporting Managed Clients and Services across multiple technologiesCreated and Implement a workload sorting algorithm that prioritizes tickets within an Engineering Team’s queue based on ticket priority and target SLACreated a multiple phased approach to evolve Change Management within the Operations Center. Deployed phase one to a multi phased evolution to the Change Management process.Created a Client Change Management form as part of improving the client experience, internal ability to execute change more successfully and focus on our complianceCreated and updated multiple Job Aids and Process Documents that support the Operations Team within their day to day functions.Participated and provided feedback associated to a Business Review and Proof of Concept for a Voice Collaboration automation toolCompiled and reviewed metrics in association to operational volumes, level of effort, KPIs and client CSAT to help drive and improve the operations center and client experience

Greater St. Louis Area

Represented the Business, Supported IT and helped lead the roll out of a Global Change Management Tool to over 2000 users in the form of Remedy Partnered with IT Leadership to design, document, and lead an Incident Tracking and Problem Management governance program for IT issues that impacted Operations Tracked, Documented, and Presented Monthly Metrics for IT tools that support the Operational Business Units. Lead a Month Governance meeting between Sr Leadership within this Operational Business Teams and the Sr Leadership of Product and Sales teams to ensure we are meeting client demands, meeting roll out timelines, and tracking budget on a quarterly and annual basis. Project Manage all enhancements that support the Business in relationship to Remedy Incident, Change, and Problem Management. Product Owner for multiple tools that support Operations – Remedy, Single Work Queue, and Vantive

Greater St. Louis Area

Lead a team of Managers who’s teams are responsible to be a single point of contact and triage all Managed client Incident, Requests, and Changes Participated in the implementation of a new ticketing system “Remedy” to the global Client Response Center Lead the integration of client support as it pertains to triage for our New CenturyLink Cloud product Participated in the Follow the Sun roll out of the GCRC which has created both procedural as well and monetary efficiencies Implemented a global scorecard and dashboard that is used to measure our front line employees as it pertains to month 1:1s and annual reviews Leading Efficiency efforts in the way of auto ticket routing, one call request completion and workload segmentation based on skillsets and tenure Implemented a Triage Tool which has improved escalation success percentages, time to triage and increased consistency and efficiency

Lead a team Sr. Engineers who are responsible for monitoring and managing a our Global Security Appliances through incident and change management Ensure effective change management is created, documented and executed to ensure zero impact to the client experience or the infrastructure. Assisted in a Global Process alignment of our Corporate Change Management Process that will be the guiding principle for client and infrastructure change Gather, Analyze, and Communicate critical metrics to my staff and management. Implemented a follow the sun organization to support our global client base Collaborate with my peer groups to ensure proper knowledge transfer and cross function support for any incidents or changes

Manage a team of 15 Sr. Engineers who are responsible for monitoring and managing a Global Network through incident and change management Ensure effective change management is completed to provide stability to our Global Network while minimizing client business impact with a success rate of less than 1% of error or impact…….In 2011 the team I lead completed 590 and participated in 1900 changes with zero human error. Assisted in a Global Process alignment with our Service Center and Command Center to ensure proper efficiency and client satisfaction Gather, Analyze, and Communicate critical metrics to my staff and management. Proposed a cost analysis solution to reduce cost and gain business continuity within the Infrastructure Management Center. Collaborate with my peer groups to ensure proper knowledge transfer and cross function support for any incidents or changes

Ensured Customer Services was on the forefront of the Client Services organization by achieving an NPS score of 11 Assisted in the creation and completing of a single documentation repository, including process documents, known error database, problem records, and all training modules. Lead a 24/7 US based support staff, which include Tier I and Tier II support for both Hosting and Network based clients. Lead the rollout of a Global Automation tool to all of managed servers for our Hosting Client base

Managed and coordinated the roll out of a new internal monitoring tool (NetCool) to replace the existing monitoring tool of SAVVISStation. Participated in SAVVIS’ Efficiency Campaign to improve efficiency by reducing volume of events through automated services. Ensured Customer Services was on the forefront of the Client Services organization by achieving a customer service gap score of less than 0.8 on a scale of 10. Assisted in the creation and completing of a single documentation repository, including process documents, known error database, problem records, and all training modules. Managed a Staff of 60 employees include 8 Managers that reported directly to myself, which includes monthly and annual performance reviews.

Completed ITIL certification that is now used today to ensure SAVVIS is following the best possible business practices. Participation in the Order to Install ITIL team to improve the handoff relationship from the Service Delivery to Client Services. Assisted Senior Management in the organization and roll out of the Platinum and Strategic desks which focus on a higher level of technical support to a group of SAVVIS’ top 700 clients. Coordination / participation of projects to provide and improve internal tools (SAVVISStation) to the EMs so the organization can deliver timely proactive notification, thorough investigation of escalated tickets; which in turn improves MTTR and Customer Satisfaction. Created process and procedure documentation for the help desk which is used daily for existing employees and is used as training material for new hires. Managed a staff of 15 plus Network Edge Managers; which includes monthly and annual performance reviews. Made sure that at all time there is a high level of continuous communication with our Telco Vendors and internal Vendor Relations group to insure third party vendors are meeting their Service Level Agreements.

Traveled to Tokyo to train the Hosting Desk overseas to understand and be able to monitor and troubleshoot the Network connections of the backbone. Traveled to Virginia to train myself and employees of my staff on how to support and integrate the Cable and Wireless acquisition into the day to day operations of the help desk. Assisted in the integration of both a Hosting (Intel) acquisition and Media Service (Wam!Net) into the monitoring tools and day to day operations of the Help Desk. Managed a staff of 20 plus employees in all ranges of TSRs, Edge Managers, NOC, and Production Engineers. Insured a high level of customer service to our entire global client base at all times. Made sure that. at all time there is a high level of continuous communication with our client’s and management on important issues. Completed weekly documentation on staffing numbers which included Call, Cases, and Escalation Volumes. Perform Annual reviews for all of the employees that report to me.

Monitored and troubleshot all of the core nodes in the global network while assisting the overseas desks during their hours of operation. Assisted in the migration and monitoring of clients to a new routing device (Nortel Shasta) on the global backbone. Worked in both the Private Backbone Team and the Internet Routing Team which has allowed me to learn both parts of the Global Network. Worked with Telco Carriers on testing and troubleshooting circuits from 56k connections up to and including OC192s.

Call and Case creation for client and internal related issues with a high level of detail and documentation. Demonstrated strong customer service skills in both verbal and written form on a daily basis Managed a high level of internal and external communication for our entire client base.