Scot A Koontz
Sun City
Summary
Dynamic and results-driven professional with extensive experience at Discount Tire, excelling in asset management and hardware support. Proven ability to enhance operational efficiency through effective team leadership and compliance with PCI standards. Skilled in desktop imaging and vendor coordination, consistently achieving significant reductions in equipment downtime.
Overview
14
14
years of professional experience
1
1
year of post-secondary education
Work History
Warehouse Specialist – Asset Management
Discount Tire
Phoenix
11.2024 - Current
- Company Overview: Discount Tire contract
- VOIP Project – Contract
- Including phone configuration
- validation of phones
- shipping and disposal/recycling of old phones
Computer Hardware Engineer Technician - Asset Management
Knight/Swift Transportation
Phoenix
12.2021 - 12.2024
- Managed asset requirements for internal and external partners, supporting efficient hardware distribution and meeting operational standards
- Performed hardware maintenance and repairs, reducing equipment downtime by 20% or more and ensuring operational continuity
- Executed PCI process for storage devices, maintaining strict compliance with security protocols and protecting sensitive data across asset transitions
- Prepared equipment for disposal by adhering to per environmental and data security standard mitigating risk during asset decommissioning
- Inspected and reviewed incoming used assets (laptops, desktops), ensuring functionality and quality standards for reuse or resale
- Reimaged and reconfigured devices for new users, leveraging [specific software/tools] to optimize setup time and improve end-user experience
- Diagnosed and repaired non-functional equipment, utilizing diagnostic tools to restore operations and minimize downtime
- Coordinated vendor service dispatch for Lenovo, HP, and Apple products, ensuring timely issue resolution and minimal workflow disruption
- Conducted follow-ups with technicians on repair status, ensuring efficient tracking and completion of service requests
- Managed the sale of end-of-life equipment, coordinating with vendors and generating [mention specific revenue] to optimize asset lifecycle value
- Facilitated the standardization of asset disposal processes, implementing consistent procedures that improved compliance and efficiency across departments
- Track and resolve issues in ticketing system Manage Engine (ME)
- Supported printer infrastructure through updates, purchasing, and maintenance, ensuring seamless printing services and reducing equipment downtime by 10%
Service Desk Analyst – Warehouse Technician – Asset Management
Impact Recruiting Group - Discount Tire Corporation
Scottsdale
08.2019 - 12.2021
- Oversaw asset needs for internal and external partners, ensuring streamlined distribution and alignment with operational requirements
- Performed hardware maintenance and repairs, minimizing downtime and supporting operational efficiency across Discount Tire operations
- Conducted preparation and inventory for employee equipment sales, processing approximately hundreds per year
- Executed PCI compliance processes for storage devices, safeguarding sensitive data and ensuring adherence to security standards
- Prepared equipment for disposal in accordance with PCI ensuring data protection and regulatory compliance
- Inspected incoming used laptops and desktops, verifying functionality and quality standards for redeployment or resale purposes
- Re-imaged and configured assets for new users, optimizing setup processes using MDT, enhancing usability for rapid deployment
- Diagnose non-working equipment – Break fix
- Coordinated with service vendors for Lenovo and Apple products, ensuring quick response times and continuity in equipment operations
- Followed up with technicians to ensure timely repair completions, streamlining asset turnaround and reducing service times
- Oversaw end-of-life equipment sales to vendors, contributing to cost recovery and reducing waste through effective asset disposition
- Supported the development and standardization of asset disposal processes, contributing to regulatory compliance and resource management efficiency
- Track and resolve issues within a ticketing system (ServiceNow)
Help Desk Management Specialist
Choice Hotels International
Scottsdale
02.2016 - 08.2019
- Reviewed and managed all content for the corporate website and mobile app, ensuring accuracy and functionality to enhance user experience
- Collaborated with GDS and Database teams to resolve communications issues for hotels, improving data accuracy and operational efficiency
- Provided technical troubleshooting for Active Directory, password resets, system crashes, and data recovery, resolving 100% within 24hrs
- Tracked and documented Priority 1 issues in a ticketing system, (ServiceNow) maintaining accurate records to ensure swift resolution and incident reporting
CSC Supervisor
Multi Systems Inc (MSI)
Phoenix
07.2016 - 01.2016
- Supervised a team of 11-15 technicians per shift, implementing coaching strategies to increase team performance and service quality
- Managed daily operations of an inbound technical support center, improving response efficiency by 50% and enhancing customer satisfaction
- Handled all escalated issues, resolving complex technical problems to maintain high customer satisfaction and operational continuity
- Coordinated swift responses to service outages and critical issues, reducing downtime and maintaining operational uptime at 95% or higher
- Delivered targeted feedback and coaching to improve technician performance, implementing training and corrective action plans that boosted team productivity and service quality
- Collaborated with Development to recommend bug fixes and enhancements for property management software, contributing to a more robust and user-friendly product
- Update knowledge-based articles
Interface Installation Specialist/Systems Integrations Specialist
Sabre Holdings
Chandler
03.2011 - 06.2014
- Installed and provided third-party interface support for Onity, Lodgenet, Mitel, POS, Shift4 payment, and Visanet systems, enhancing system interoperability for client properties
- Conducted QA and support for property management software, identifying and resolving issues to ensure seamless system operation and user satisfaction
- Provided hardware support for IBM/Lenovo and Dell servers and printers, maintaining operational reliability and minimizing downtime
- Supported OS - Windows 7 & 8
- Troubleshoot, resolve issues related to hardware/software, password resets, Microsoft operating systems, security, desktop applications, and peripherals
- Effectively manage issues through multiple forms of inbound requests including calls, e-mails, web forms, or client tracking/ticketing databases
Education
Additional Skills - Radio And Television Broadcasting
The Academy of Radio & Television Broadcasting
Huntington Beach, CA 03.1991 - 07.1992
Some College (No Degree) - Graphic Design
Al Collins Graphic Design College
Tempe, AZSome College (No Degree) - Cinematography, Film & Screenwriting
Scottsdale Community College
Scottsdale, AZSkills
- Windows 10 & 11 Upgrades
- Supplier Relationship Management
- Client Support
- Effective Team Leadership
- Proficient in Office 365
- Proficient in SCCM
- Vendor Coordination Expertise
- Warranty Administration
- Desktop Imaging Expertise
- Active Directory Administration
- Proficient in ServiceNow Solutions
- Salesforce Experience
- ManageEngine Administration
- Heat Experience
- Fundamental Networking Skills
- DHCP Setup
- IT Support Services
- Comprehensive Hardware Assistance
- IT Cyber Compliance
- PCI Data Security Standards
- Skilled in Adobe Creative Applications
- Corel Draw Proficiency
- Experienced in Paintshop Pro Software
- AWS Certified Practitioner
- Event Photography Expertise
Timeline
Warehouse Specialist – Asset Management
Discount Tire
11.2024 - Current
Computer Hardware Engineer Technician - Asset Management
Knight/Swift Transportation
12.2021 - 12.2024
Service Desk Analyst – Warehouse Technician – Asset Management
Impact Recruiting Group - Discount Tire Corporation
08.2019 - 12.2021
CSC Supervisor
Multi Systems Inc (MSI)
07.2016 - 01.2016
Help Desk Management Specialist
Choice Hotels International
02.2016 - 08.2019
Interface Installation Specialist/Systems Integrations Specialist
Sabre Holdings
03.2011 - 06.2014
Additional Skills - Radio And Television Broadcasting
The Academy of Radio & Television Broadcasting
03.1991 - 07.1992
Some College (No Degree) - Graphic Design
Al Collins Graphic Design College
Some College (No Degree) - Cinematography, Film & Screenwriting
Scottsdale Community College
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