Scott Menze Email & Phone Number

Tahlequah, Oklahoma, United States

Jasper, Texas, United States

United States

Compucom is a provider of IT support services and technical resources that lead to better business outcomes for clients.As IT Support Specialist, I was accountable for planning, managing, diagnosing, and troubleshooting 15+ daily in-person and remote problem tickets for a high-volume manufacturer of electrical and electronic products; serving as first point of contact and representative for all technical and IT support service requests.Among my responsibilities, I routinely diagnosed and troubleshot end-user desktop application software or network issues from 800+ local or remote employees and approximately 1400 decives; providing timely resolution of problems or escalation to appropriate resources. I also managed and triaged support tickets and oversaw all communications with impacted employees to understand their needs, manage their expectations, and collaborate on solutions implementation.Among my accomplishments, I have:➥ Excelled at explaining highly technical concepts to a non-technical audience and getting buy-in for troubleshooting and solutions implementation.➥ Received consistent recognition from peers and leadership for consistently exceeding customer satisfaction goals.➥ Overhauled the asset management program; improving equipment tracking and database administration practices to improve reporting accuracy by 20%-25% and save significant resources on new asset purchases.➥ Raised the facility’s customer satisfaction scores by 22% over the first year.➥ Consistently maintained compliance with SLAs, ensuring 100% alignment with customer needs and expectations.➥ Became the go to troubleshooter for the client client CIO to address reoccurring issues for root cause and mitigation rather than solely triage.

As IT Support Service Delivery Manager, I was tasked with managing a number of key functions within the IT Department to enable the delivery of best-in-class services to end-users and ensure that sufficient, high-quality Service Support and Service Delivery processes are in place to meet business needs. On top of my primary duties, I also served as Technical Advisor and Project Manager to spearhead a suite of special projects and facilitate the launch of 8 new service desk offerings.Here are some of the ways I’ve made positive contributions to business growth:➥ Established and managed stakeholder expectations; driving the IT team to achieve those expectations to a high standard.➥ Facilitated a period of exponential expansion, growing from 77 employees to 443+ over the span of 5 years, with supervisory responsibility for up to 54 IT personnel.➥ Designed innovative staffing models based on past data and trends to ensure optimal allocation and utilization of staff.➥ Implemented enhanced standards and best practice guidelines based on HDI, group collaboration, and personal experience. ➥ Mentored and coached new managers on core IT systems, enabling them to grow into their new roles. ➥ Implemented key incentivization strategies, leading to approximately one promotion every six weeks.➥ Increased the team’s support capacity by almost 100%, going from 122 business lines to 239 business lines.➥ Improved first call resolutions by over 125%.➥ Routinely consolidated and automated key procedures; creating 100+ new processes to improve team agility and responsiveness.

Macon, Missouri

Service Desk Manager

Ccna

Associate Of Arts (Aa), Computer Science

Design Thinking