About Scott Keatinge

  • Academic Level Diploma
  • Age 48 - 52 Years
  • Industry Development
  • Viewed 80

About me

An IT professional with over 20 years’ experience in technical support, whom has been a consultant for the past 7 years, and is looking for opportunities in Canada.

As a consultant, I have gained experience in project management, PoV’s, product implementations and upgrades, presenting webinars, developing and running training sessions, technical documentation, and regression testing.

I am currently a volunteer for WG21 helping them develop ISO 19770-10:  Guidance for implementing ITAM, and am studying for my MBA with Project Management.

Education

  • 2022 - Present
    University of Sunderland

    MBA with Project Management

    This MBA consists of the following modules, each being worth 15 credits: - Big Data in Organisations - Developing Skills for Business Leadership - Enterprise and Entrepreneurship - Financial Management and Control - Global Corporate Social Responsibility and Ethics - Global Corporate Strategy - International Trade - Marketing in a Digitally Connected World - Operations Management - Organisational Behaviour and Cultural Change - Project Management - Risk and Change Management

Experience

  • 2001 - 2002
    Flextronics Int. GmbH & Ko. KG

    Hardware Technician

    • Installation and Configuration of Primergy Servers to customer orders.
    • Mounting and cabling of the Server and periphery devices in system racks
    • System and approval tests.
    • Administrative work of customer orders (booking in/out via SAP and utilizing an internal Program).

  • 2002 - 2003
    Symantec GmbH

    1st & 2nd Level Support Engineer

    • Email & telephone support.
    • 1st Line support consisted of the initial case creation as well as Forum & Knowledge Base resolution searches.
    • 2nd Line support consisted of investigating issues that 1st Line could not resolve, as well as case advancement if 3rd Line/development was required.

  • 2003 - 2014
    Symantec GmbH

    Senior & Principal Technical Account Manager

    • Dedicated point of contact for Symantec Endpoint Management (Client Management Suite, Server Management Suite, some components of Asset Management Suite, as well as Workspace Streaming & Virtualization) enterprise customers.
    • Maintained case ownership upon escalation to third Line or development.
    • Pro-actively communicated patches, hot fixes, and security vulnerabilities upon identification of impact to the account, and implemented them if required.
    • Reproduced customer environments for troubleshooting purposes, utilizing either physical or virtual (VMWare ESXi & Workstation) machines, in Home Lab or shared Global Labs.
    • Co-ordinated communications and facilitated the resolution of an account’s escalated technical issues that involved development & product management.
    • Created custom inventory files using XML as well as custom reports using T-SQL as an “out of scope” service upon request.
    • Communicated enhancement requests to product management through existing enhancement tracking methodology (either via third Line, development or PM directly).
    • Provided coaching and mentoring to team members regarding the technical and operational aspects of their jobs to assure understanding of tasks and to maximize team performance.

  • 2014 - Present
    Raynet GmbH

    Senior IT Consultant

    • Planning & realization of Raynet products for PoV’s (hosted, onsite & remotely)
    • Design & implementation of Raynet products (onsite & remotely)
    • Performing Raynet product upgrades (onsite & remotely)
    • Presentation of pre-sales product webinars
    • Development and delivery of Raynet product trainings
    • Performing regression testing against Raynet products for QA
    • Providing technical support for Raynet products
    • Creation and review of English technical documentation

Languages

English
Proficient
German
Beginner

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