Scott Watson Email & Phone Number

Joliet, Illinois, United States

Joliet, Illinois, United States

Manage accounts ensuring the needs of the accounts are met, updating vital data to accounts making sure deliveries are completed. Administer daily status reports to upper management and customers using excel, including billing of proper business usage. Daily communications with customers, customs brokers on relevant issues and resolutions.

Manhattan, Illinois, United States

Consult with clients to design proper coverage of systems. Design layout of cameras, access control, Wi-Fi devices and other security solutions. Install systems to the design specs and instruct customers in the proper operation.

Mokena, Illinois, United States

Manhattan, Illinois, United States

Fulfilled a 16-month position to administer hardware service contracts for clients across the U.S., including troubleshooting/repairs and various reporting solutions within contract terms.* Rewrote and streamlines sales data reports and other reports/spreadsheets used by IMB and its business partners.* Ensured timely delivery of contracts to business partners via ISAT, Contracts Online and Microsoft Excel.* Partnered with IBM customer advocates to analyze technical support coverage, parts and services and develop cost reductions while meeting service-level agreements (SLAs).* Identified availability of service technicians and inventory for business partners and maintained accurate cost records in the ISAT system.

Homewood, Illinois, United States

Provided leadership and direction to a team of 33 IT technicians across two operating divisions, facilitating 24/7/365 coverage of break-fix tickets, installations and special projects for 270 stores, along with remote technical support for ~6,000 business locations nationwide.* Planned and coordinated the installation, configuration, testing and integration of IBM POS systems, IMS servers, Checkpoint systems, Netgear, Cisco switches and routers, and other systems.* Managed the entire project lifecycle encompassing scope assessment, planning, design, scheduling, costing/budgeting, rollout and user training within deadlines and specifications.* Evaluated compatibility of new and existing software and hardware, and completed installations and configurations of software.* Managed over $10 million in IT assets and administered a $1.75 million annual IT payroll budget with full accountability for staff recruiting, training, performance and scheduling/overtime.* Partnered with interdisciplinary teams to administer quality assurance testing, as well as maintain and update hardware and software, such as Cisco equipment, desktops, laptops and peripherals.* Diagnosed and determined the root cause of new and persistent software problems, developing effective resolutions with minimal business impact.* Participated in weekly management meetings to review SLAs, major work tickets and upcoming projects; met with store managers to address outstanding IT issues.* Wrote SOPs, manuals and other IT documentation regarding software installations, upgrades and programming, along with hardware troubleshooting and repairs.* Assisted users with security and access issues, such as password integrity and bad actors/hackers.* Provided software and hardware training to users at multiple levels of the organization.

Alsip, Illinois, United States

Member of a support team performing remote troubleshooting for all retail stores and SmartConnect clients nationwide. Evaluated and resolved service issues for all hardware and software systems, i.e. Kronos, AS400, and numerous servers, printers, alarm systems and other peripherals.* Accurately identified user problems by analyzing information provided by store personnel, e.g. active listening, probing questions and selecting correct troubleshooting documents.* Diagnosed server, software and other problems using Remedy, CIC, Lotus Notes, Telnet, Intranet applications (FixIt, Help Center Events) and Time Tracker.* Efficiently guided callers through troubleshooting steps to achieve desired resolutions utilizing accurate needs assessment, user-friendly terminology/instructions and follow-through.* Logged all problems: documented pertinent information (e.g. store environment, equipment type, frequency of occurrence and power outages) and all problem-solving steps.

Mount Prospect, Illinois, United States

Provided technical support and hardware/software services to users across hundreds of Walgreens store locations, including AS400, CCTV, Bosch &Ademco Alarms, IBM POS, PCs, servers, satellite, telephony and Telxon systems. Accountable for resolving user problems both remotely and in-person while optimizing system performance and reliability.

Associate Of Science - As, Computer Electronics

Managementor Certificate

• Managing Virtual Teams • Stress Management • Project Management • Budgeting • Meeting Management • Time Management • Coaching • Team.