MBA, Experienced Leader of People and Projects
Austin, Texas Area
- Past
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- Manager, Customer Care at Time Warner Cable
- Network Engineer at Wayport
- Sr. Test Analyst at Dell Computer Corporation
- Network Engineer at UUNET Technologies
- Support Specialist at Dell Computer Corporation
- Education
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- Walden University
- Norwich University
- Kaplan University
- Kaplan University
- J. Frank Dobie High School
- Recommended
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9 people have recommended Scott - Connections
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183
connections
- Industry
- Information Technology and Services
- Websites
Scott Davis’s Summary
Over 18 years experience in support, engineering, and management. Strong leadership abilities and experience in building highly effective, efficient, service-oriented support organizations from the “ground up”. Well established career in management with a proven track record of increasing department efficiency, establishing and improving processes and exceeding customer expectations. I am a professional manager with a strong work ethic and attention to detail, as well as results-oriented leader, and a problem solver with excellent communication skills.
Scott Davis’s Specialties:
• Strategic Resource Management
• Operations Management
• Organizational Leadership
• Customer Care
• Performance Metrics
• Employee Development
• Process Improvement
• Data/Call Center Operations
• Strategic Partnerships
• Influence & Problem Solving
• Creativity/Innovation/Change
Scott Davis’s Experience
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Manager, Customer Care
Time Warner Cable
(Public Company; TWC; Telecommunications industry)
June 2001 — March 2009 (7 years 10 months)
• Direct daily operations of the Customer Care team, including training programs, workforce management, policy compliance, and quality assurance efforts.
• Utilize in-depth metrics to measure all functions of team and individual performance (related to productivity/scaling, performance, and customer experience).
• Provide leadership to the Customer Care organization to foster cross-department collaboration and encourage an innovation culture of continuous improvement.
• Drive measurable, high-impact productivity performance and customer experience improvements into the organization via development in human capital, organizational capital, processes, coaching, tools and technology.
• Align Customer Care strategies with corporate vision, goals, business operations, and markets.
• Currently manage over 100 people including a support team, a development team, special projects, and supervisory staff. -
Network Engineer
Wayport
(Privately Held; 201-500 employees; Information Technology and Services industry)
December 1999 — April 2001 (1 year 5 months)
• Conducted day-to-day operations, deployed and monitored network, circuits, CPE, controlling equipment and software upgrades
• Was responsible for the successful operation and maintenance of Wayport’s global backbone and network equipment to ensure efficient operation of point-to-point circuits as well as DS3 end-links from hubs in major cities to individual hotel and major airport facilities worldwide, as well as the building of network hubs in major cities in the US -
Sr. Test Analyst
Dell Computer Corporation
(Public Company; 10,001 or more employees; DELL; Computer Hardware industry)
November 1998 — December 1999 (1 year 2 months)
• Duties involved performance testing of Dell Power Edge servers and related storage subsystems to established industry benchmarks, beta test of server hardware and its integration into networked environments using multiple operating systems, hardware configurations, and a large suite of test tools
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Network Engineer
UUNET Technologies
(Public Company; 10,001 or more employees; WCOM; Internet industry)
July 1996 — November 1998 (2 years 5 months)
• Responsibilities include directing call center operations and assessing call center requirements to devise, articulate, and implement/manage a call center strategy.
• Managed group of 8-11 network engineers responsible for monitoring and maintaining thousands of nodes worldwide. Facilitated global software roll-outs and upgrades at regular intervals
• Scheduled maintenance windows for system upgrades and emergency maintenance and assisted in the build-out of hub facilities in USA and Europe. Provided overall technical administration, security and support services to enterprise network of Cisco, Unix and Windows NT systems in a 24X7 operating environment. -
Support Specialist
Dell Computer Corporation
(Public Company; 10,001 or more employees; DELL; Computer Hardware industry)
October 1992 — July 1996 (3 years 10 months)
• Provided technical phone support for customers on operational issues and maintenance of all Dell products, including servers, desktops, and notebooks
• Point of contact for internal escalations from other engineers provided pre-sales support for the sales force.
• Assisted management with the development of new methods of delivering new product and established product enhancement information to the support center audience via web (Intranet) deployment.
Scott Davis’s Education
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Walden University
Doctor of Business Administration , 2009 — 2011 (expected)
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Norwich University
MBA , International Business , 2007 — 2009
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Kaplan University
Bachelor of Science , Management , 2005 — 2007
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Kaplan University
Associates of Applied Science , Computer Information Systems , 2003 — 2005
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J. Frank Dobie High School
1985 — 1989
Additional Information
Scott Davis’s Websites:
Scott Davis’s Interests:
Photography. game theory, behavioral economics, organizational development, supply and demand, socioeconomics, new technology.
Scott Davis’s Contact Settings
Interested In:
- career opportunities
- consulting offers
- new ventures
- job inquiries
- expertise requests
- business deals
- reference requests
- getting back in touch
