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.
• 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.