1. Parker, R. Scott
208.991.4411 | scottp@yahoo.com
Objective
· Experienced and knowledgeable Information Technology Professional seeking to contribute training and acquired skills within a Tier
I, II, III Technical Support and/or Help Desk role. Work well independently, or in a group setting providing all facets of computer
support such as troubleshooting, installations, and maintenance. In-depth knowledge and understanding of numerous software
packages and operating systems. Skilled in providing Customer and End-User Help Desk Support. Easily identify and resolve technical
issues and concerns. Excellent communication and presentation capabilities.
Skills & Abilities
· Comprehensive knowledge of many IT environments: Corporate; Supply Chain; Retail; Pharmacy
· Highly effective written and verbal communication skills
· Diagnose and resolve problems
· Exceptional customer service skills
· Excellent attendance and ability to meet specific expectations and goals
· 12 years of continuous employment supporting: Windows Clients/Servers; Linux/Unix OS; WAN/LAN networking; wireless
peripherals; multiple platforms of POS systems; network devices; security/password integrity; general troubleshooting and support
of retail/office hardware and multiple corporate applications.
· Workload automation tools and techniques: (Autosys, ESP, CAWA, CA7, Appworx, Robot),
· Automated Monitoring: (HP OVO, CA Service Desk)
· Automated and manual ticketing: (Any service desk technology)
· MF and open system data formats: (VSAM, IDMS, DB2, GDG, Flat files, Oracle, SQL, etc),
· System Management: (Unix/Linux servers, Windows servers, Mainframe (TSO, SAR, Control-D, XCOM, JES2, zOS, CICS), AS/400)
· Platform specific utilities and tools: Exceed on demand, Putty, FTP, IBM Utilities (IEBGENR, IEBCOPY, IDCAMS, syncsort), Smart
restart, Panvalet
· Security technologies: (Access Control, Top Secret, ACF2, etc.),
· Backups: (TSM)
· Disaster Recovery concepts
Experience
Infrastructure Operations Tech I | Supervalu | 9/2014-3/2016
· Ensuring smooth operations through proactive monitoring of all scheduled processing (Unix, Windows, Mainframe, AS/400),
performing job requests (force start, cancel, complete, etc.)
· Monitoring of the open system tape Libraries. Performing the tape backup related activities, checking for ejected tapes, DRactivities,
tracking scratch tape count, vaulting and other activities related to open systems tapes
· Monitoring FTP processes and resolving or documenting and escalating issues involving file transmission errors and also monitoring
of FTP processes.
· Documentation and escalation of issues on jobs and workload automation technology issues.
· Provide emergency access to systems in order to prevent outages or assist in the incident resolution process
· Ability to prioritize work from various sources of input (CA Service Desk (incidents/requests), Job scheduler monitoring, phones, etc)
· Participating in the outage escalation process
· View output of job failures and determine the next course of action where possible.

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HelpDesk IT SpecialistIII| Supervalu|07/2006-9/2014
· Follow processes, develop and update procedures; provide fast, consistent and reliable IT Support and customer service to end users.
· Operate in a support role to other team members, performing both administrative and directed tasks.
· Observe system functioning and verify correct operations.
· Develop training materials and procedures, and then train users in proper use of hardware/software.
· Mentors and guides IT Specialist I and II.
· Extensive experience with Retail, Corporate, Pharmacy and Supply Chain systems, IT support and operations.
· Develop innovative ways to permanently resolve existing or potential problems.
· First line of support for all users regarding computer software or hardware related problems.
· Escalate high visibility and impactful issues to supporting teams and business stakeholders.
· Complete and comprehensive ticket logging of all issues, including all troubleshooting steps, knowledge documentation used critical
information and resolution.
· Support IT goals, objectives and Service Level Agreements. Drive the resolution and root cause analysis of technical outages affecting
single users, single sites up to enterprise wide major issues affecting multiple users.
HelpDesk IT SpecialistI&II| Volttechnical | 8/2004-7/2006
· Follow processes, develop and update procedures; provide fast, consistent and reliable IT Support and customer service to end users.
· Operate in a support role to other team members, performing both administrative and directed tasks.
· Observe system functioning and verify correct operations.
· Develop training materials and procedures, and then train users in proper use of hardware/software.
· Mentors and guides IT Specialist I and II.
· Extensive experience with Retail, Corporate, Pharmacy and Supply Chain systems, IT support and operations.
· Develop innovative ways to permanently resolve existing or potential problems.
· First line of support for all users regarding computer software or hardware related problems.
· Escalate high visibility and impactful issues to supporting teams and business stakeholders.
· Complete and comprehensive ticket logging of all issues, including all troubleshooting steps, knowledge documentation used critical
information and resolution.
· Support IT goals, objectives and Service Level Agreements.
· Drive the resolution and root cause analysis of technical outages affecting single users, single sites up to enterprise wide major issues
affecting multiple users.
Education
HS DIPLOMA |1972| BOISE HIGH SCHOOL
· GPA 3.1
NEW HORZIONS COMPUTER TRAINING| 1996
· Coursework: MS OfficeSuite
· Coursework : MS NT Security Administration, Windows 95 and 98
· Cert.: CompTIA A+ Hardware Cert., Windows NT Admin Cert.