1. SCOTT C. SIMPSON
Antioch, CA 94509
scssimpson@yahoo.com 925.886.9055
www.linkedin.com/in/scssimpson
QUALITY-DRIVEN TECHNOLOGY SERVICES LEADER
AND VENDOR DELIVERY SPECIALIST
Drives vendor delivery improvement through continual performance auditing, feedback, and training to
increase vendor effectiveness. Self-motivated leader with strong analytical approach to problem root cause
identification and resolution improving vendor services quality to reduce operational down time and costs.
Solid track record of working across teams to improve processes globally and coordinate large and small
scale networking projects.
Process Improvement | Team Leadership | Problem Management
Project Management | Inventory Management | Service Delivery
Technical Skills
Software: HTML, Microsoft Office (Word, PowerPoint, Excel, Visio, Access, OneNote), SharePoint
Professional Classes: AT&T Data Communications I and II, Cisco Networks IP Networking
PROFESSIONAL EXPERIENCE
SUPERVALU/Albertsons/American Stores/Lucky Stores, Dublin, CA
Systems Engineer III, Managed Services, Network Operations 2012 – 2016
Ensured Supervalu received, at a minimum, the level of service from all network vendors they were
contractually obligated to deliver through performance auditing, feedback, daily training and mentoring of
offshore Network Operations Center (NOC) staff in Supervalu network procedures. Duties included the
creation, and ongoing updates, of Standard Operating Procedures (SOPs).
• Responsible for all aspects of day to day offshore network support processes, achieving SLA’s, process
improvement and positive relations between cross-functional SUPERVALU teams and Tata Consultancy
Services (TCS) network teams. Including interworking relationships between offshore and onshore TCS
Network teams and other telecommunications vendors and equipment maintenance vendors. Provided
vendor access to company platforms and maintained multiple team SharePoint pages.

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• Utilizing period metrics, and daily performance monitoring, maintaining continual process of improving
offshore NOC operations helping NOC achieve target SLA’s and continual staff development through
positive constructive feedback and training.
• Improved NOC ticket handling quality 155% less than 1 year meeting 94% quality audit service SLA
pass rate.
• Held average 95% quality audit pass rate 3 years continually.
• Process improvement project for NOC yielded side benefit, saving Supervalu over $1M, by eliminating
unnecessary network equipment maintenance spending.
• Coordinated and trained NOC team, assisting with concurrently running large scale network projects and
collaborating with PM’s.
• Provided customer service aspect by soliciting customer feedback on vendor performance, and
implemented improvements based on feedback.
Senior Team Lead, Network Operations Center (NOC) 2006 – 2012
• Responsible for all aspects of day to day Tier 2 Network Services (T2NS) operations support processes
including, access authorities, hands on break/fix, tools acquisition and maintenance, team cohesiveness,
• achieving SLA’s, process improvement and positive intra-team relations between T2NS staff and the
offshored NOC staff.
• Utilizing period metrics, and daily performance monitoring, initiated continual process of improving
offshore NOC operations enabling NOC achieving target SLA’s and continual staff development through
positive feedback and coaching.
• Developed SOP’s for Knowledge Transfer and supporting offshore NOC turnover resulting with smooth
offshore NOC work responsibilities transfer.
• Collaborated between cross-functional Tier 2 team leaders, sharing information, coordinating new ideas
and implementing process improvements.
• Coordinated and trained NOC team, assisting with concurrently running large scale network projects and
collaborating with PM’s..
• Drove period performance reviews of primary network vendors, stay in tune for outage trends with
vendors.

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• Transitioned seamlessly 3 NOC’s into 1 off shore NOC. Kept team morale up, aiding transition, resulting
zero business down time, during and after transition.
• Eliminated need for hiring office desktop support associate by self-assigning support for 100+ PC’s.
• Developed and implemented retail store Wi-Fi hotspot installation process and created knowledge
transfer documents offshore responsibilities transition. Reconfigured broken installation processes and
launched successful processes.
1986 - 2006
Additional SUPERVALU/Albertsons/American Stores/Lucky Stores Experience
Team Lead, NOC Supervisor, Network Specialist I / II / Sr., Master Terminal Operator
CERTIFICATIONS
Currently studying to pass PMI exam for PMP certification.
AWARDS
7 time PEER award winner in the areas of Leadership (from offshore NOC), Process Improvement, Team
Player, Customer Service and Company Values
Community
Appointed and served on the California Barbecue Association Board of Directors
Personal
• Kansas City BBQ Society (KCBS) Certified Master BBQ Judge
• Competition Barbecue Grand Champion Pitmaster