Scott O'Neal Email & Phone Number

Lynchburg, Virginia, United States

Analyze, design, and purchase technology needs for end users and campus locationsLead user support department in meeting the technical support needs of end usersProvide ongoing professional development, coaching, and mentoring to help desk staff Implemented ITSM ticketing and knowledge management tool to align the service desk with ITIL standards, resulting in over 90% Customer Satisfaction

Forest, Virginia, United States

Courses taught include AP Computer Science A, AP Computer Science Principles, Honors Computer Science, Design, Multimedia, and Web Technologies, and Advanced Design, Multimedia, and Web Technologies.This role has required designing and delivering curriculum for a multitude of programming languages, computer science topics, and design skills to a combination of novice and experienced students.The Computer Science courses include a focus on Java, Python, Javascript, HTML, cryptography, and networking while the Design courses focus on design theory, Adobe tools of Photoshop, InDesign, and Illustrator, and HTML web design.

Forest, Virginia, United States

While in this role, I coached both onsite and home-based technical support advisors toward established business goals and superior technical customer service through training, performance management, and consistent motivation.Duties included reviewing verbal and both synchronous and asynchronous written employee interactions with customers and providing feedback to provide stronger customer experiences that meet Apple's expectation while still allowing each team member to retain a unique voice.In addition, regular duties included human resource related tasks, including attendance management, disciplinary action, medical accommodations, candidate interviews, and other administrative duties.Throughout my time at Apple, I had the pleasure of serving Apple customers and team members in multiple product lines and support levels including (but not limited to):Tier 1 and Tier 2 Mac Support - (As Advisor and Team Manager)Tier 1 and Tier 2 iOS Support - (as Advisor and Team Manager)Tier 1 and Tier 2 iApps Support - Creative products including iMovie, GarageBand, Photos, Pages, Keynote, and Numbers (as Advisor)Education Support - Supporting Mac Hardware, iOS Products, iPod, Airport products (as Advisor)Tier 1 Mobile Me Support (as Advisor)

Jackson, California, United States

Delivered content to a multi-cultural diverse group of 1800 team members (entry level employees to CEO and executive committee) in the areas of guest service, communication skills, conflict resolution, business writing, computer literacy and other critical workplace skills.Designed flexible instructional curriculum for employee courses that addressed varied learning styles and measured success of curriculum via regular assessments and other relevant metrics.

Irvine, California, United States

Provided technical support for point-of-sale software in the North America region.Managed major projects involving clients such as Disney, AMC Theaters, Regal Cinemas, Denver Nuggets, Denver Broncos, and Los Angeles Lakers.Successfully developed software training curriculum and technical guides and delivered at client sites in United States, Canada, Australia, and China.

Master Of Education - Med

Bachelor Of Science - Bs, Business - Leadership