Scott Fearnow Email & Phone Number

Austin, Texas, United States

• Transformed a 4-member team into a robust multi-region organization with 4 leaders and 40+ TAM Engineers to accommodate a 450% increase in TAM accounts.• Achieved and sustained a TAM service renewal rate above 90%, driving exceptional customer loyalty and satisfaction through strategic service management.• Surpassed margin targets by optimizing team profitability, leveraging targeted hiring and efficient TAM engineer utilization to maximize financial performance.• Implemented comprehensive training programs, enhancing TAM skills and streamlining operations to boost service delivery efficiency and consistency.• Partnered with teams to align TAM initiatives with broader company objectives and championed new service offerings, driving significant revenue growth.

Austin, Texas, United States

• Directed a diverse team of contractors and GM employees to deliver high-impact projects with efficiency and collaboration.• Spearheaded the development and successful market launch of advanced Infotainment apps for 2023 and 2024 vehicle models.• Ensured product excellence by exceeding client expectations and overseeing flawless rollouts.

Austin, Texas Area

• Oversaw global website management for General Motors brands (Chevrolet, Buick, Cadillac, GMC) with a dedicated 24/5 support team of 10-12 Analysts and Developers, ensuring optimal performance and reliability across multiple platforms.• Directed app defect support for Shopping Tools, enhancing user experience and functionality for a seamless customer journey.• Acted as the primary liaison between external content management teams and internal Software Developers, facilitating successful new vehicle product launches and providing ongoing software support.• Managed incident resolution for high-priority (P1) and critical (P2) issues, coordinating efficient incident management and resolution to minimize impact on web properties.

Austin, Texas Area

• Established and insourced the Global Brand Site Operations support team for GM’s extensive network of over 280 global web properties, enhancing operational efficiency and support.• Developed comprehensive documentation and managed backlog grooming for defects and user stories, ensuring clear prioritization and effective issue resolution.• Led incident troubleshooting and support, providing prompt and effective solutions to maintain high availability and performance of web properties.

Austin, Texas Metropolitan Area

• Led deployment of mass-imaging of Windows ecosystems at third-party customer sites through Dell's internal tools.• Delivered expert troubleshooting and training support to System Admins for SCCM deployments on Dell hardware in corporate environments.

Chicago, Illinois, United States

• Provided executive desk-side support to private equity firm staff at GTCR in Chicago, Illinois.• Managed Active Directory, Exchange, SCCM, and CUCM systems to ensure seamless operations.• Implemented a new IT asset management system to streamline processes and enhance efficiency.