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Objective

To acquire a position in Computer Software Engineering field that complements previous extensive Hardware background with an opportunity to improve skills in software design.

Work History

Jan 2008Present

Senior Field Service Engineer

Primary Responsibilities:

  • National Account Representative – Onsite representative that performs necessary service functions for High Value National Account with 24 hour support.
  • Provide rapid response support with a two hour window for maximum uptime on all products.
  • Security Clearance - Passed all necessary security clearances which includes Drug, Criminal, and Credit background checks for working with MICR checks and Experian SSN statements. 
  • Product Environment Support - Perform full range of maintenance on DP180HL, DP180MX, and Color 6060 product family; including technical diagnostics, software loads, installation, removal, retrofit, and customer call assistance
Aug 2003Jan 2008

Regional Service Engineer

Primary Responsibilities:

  • After hour coverage – Coverage four state area with two hour target response time.
  • Product Environment Support - Perform full range of maintenance on Nuvera 200/288/314EA and IGEN4 product family; including technical diagnostics, software loads, installation, removal, retrofit, and customer call assistance.
  • Network diagnostic and troubleshooting – Perform network cabling diagnostics, design, conduits, routing, Install remote diagnostic software and hardware for product support Xerox field technicians and engineers.
  • Provide rapid response support to high value customers in critical areas such as computer rooms, banks, pharmaceutical, and government agencies.
Nov 2001Aug 2003

Field Network Specialist

Primary Responsibilities:

  • Network Product Support - Perform full range of maintenance on Sun Microsystems Servers, Client computer systems with Windows/Apple/Unix Operating systems applications, DigitPath, 665e Scanners, Remote Applications, and Free Flow product family; including technical diagnostics, software loads, installation, removal, retrofit, and customer call assistance.
  • Network diagnostic and troubleshooting – Perform network cabling diagnostics, design, conduits, routing, Install remote diagnostic software and hardware for product support Xerox field technicians and engineers.
  • Provide rapid response support to high value customers in critical areas such as computer rooms, banks, pharmaceutical, and government agencies.
  • Interfaces with senior level decision-makers within the customer account to apply network application solutions.
Sep 1997Nov 2001

Field Service Engineer

Primary Responsibilities:

  • High Volume Product Support - Perform full range of maintenance on 5090, 5690, DT90, DT135, 6135, 6180 and Nuvera product family; including technical diagnostics, software loads, installation, removal, retrofit, and customer call assistance.
  • Manage high volume production team on street support, shift rotations, and standby hours. 
  • Provide after hours and weekend support to high value customers in critical areas such as computer rooms, banks, pharmaceutical, and government agencies.
  • Engage in MIS data collection to support all Team activities.
  • Interfaces with senior level decision-makers within the customer account to apply retention strategies.
Apr 1992Sep 1997

Field Service Specialist

Primary Responsibilities:

  • Managing a work group up 8 technicians 
  • Organize and direct meetings for work group and team coordination
  • Primary focal point for service reps with customer and technical problem escalations
  • Takes leadership role to develop work management processes with service reps to maximize productivity and achieve business results through MIS metrics
  •  Mentors others using coaching skills to improve functional application, use of key business processes and skill certification preparation.
  • Provides training support as needed such as pre / post school learning’s.
  • Role models continuous learning and mentors service reps. Supports service reps in completion of personal learning paths.
  • Responsible for inspection of key business processes; Assists / performs CMP inspections, Inventory management
  • Uses role model facilitation skills to identify focus areas and initiate actions to improve business processes and results.
  • Provides constructive feedback to service personnel for the purpose of performance improvement.
May 1989Apr 1992

Field Service Technician

Xerox Corporation

Primary Responsibilities:

  • Perform full range of maintenance on assigned products; including technical diagnostics, software loads, installation, removal, retrofit and customer call assistance.
  • Manage call activity; perform call close administrative requirements.
  • Take responsibility for customer satisfaction through proper use of customer management skills and engage the support of other Xerox personnel as required.
  • Adhere to proper escalation procedures to resolve customer issues.
  • Provide customer training on assigned products in accordance with current field procedures.
  • Responsible for assigned company assets (i.e. parts, tools, communication and computing devices, vehicles)
  • Responsible for supportive participation in team functions and adherence to agreed upon practices and procedures developed by the Team.
  • Drives a corporate vehicle and effectively adhere to motor vehicle policies
  • Takes ownership for and resolves difficult or vulnerable customer situations using advanced customer relations skills.
  • Proactively plans activity and manages service coverage to maximize personal and team productivity.

Education

Jul 2010Aug 2016

Bachelors of Information Technology

Colorado Technical University

G.P.A. 4.0

Chancellor's List

Software Engineering:Software Design with Java Programming along with J2EE Experience, User Interface design, Data Structures, and Object Oriented Methods

Database Management:Database Design with Structure Query language (SQL), Normalization of tables/Fields, and Entity Relationship Diagrams.

Software Project Management:UML Design Structures, System Development Life Cycle (SDLC), Project Risk Management, Project Performance and Quality Insurance.

Jan 2000Jun 2000

Cumberland County College

G.P.A. 4.0

High Honors

Network Essentials:Training in Network Theory, Communications, and data Delivery methods. Identification and implementation of network media and hardware components. Necessary skills to create various network cabling and conduits for network communications along with troubleshooting major issues such as network cabling, models, and tools.

Windows Server:  Planning and installation of server a server network environment. Establishing security protocol structure along with trust relationships. Performing Windows server directory services along with analyzation of server performance with an implementation strategy for server optimization. Performing all necessary troubleshooting skills through boot process examination with registry edits. 

Sep 1995Jun 1996

Farleigh Dickinson University

G.P.A. 3.85

Dean's List

Computer Training:Computer language studies in Basic, FORTRAN, and Assembly.Training and extensive experience in MS/DOS 3.2 to 6.22 versions and various Windows Operating Systems

Electrical Engineering:Design training in analog circuits that includes transistor/solid state, operational amplifiers, and linear integrated circuits.Designing of digital circuits that includes logic gates, flip-flops, I/O decoders, memory, and microprocessors

Aug 1987Jan 1989

Certification

Lincoln College of Technology

G.P.A. 3.95

High Honors

Basic Electronics:Component theory, DC and AC theory, construction of split mode power supply, use of VTVM, VOM, Oscilloscope, and AR/RF signal generator.

Advance Electronics:Transistor and solid-state theory; construction, testing, and troubleshooting of an AM/FM radio.Use of a sweep generator.

Advance Digital:Microcomputer architecture, hands on troubleshooting and machine language programming of Intel 8085, 8088, 80286, and 80386 microprocessors, memory and I/O decoders, video generation and cathode ray tube theory, UART.Intel 8085, 8088, 80286, and 80386 microprocessor and architecture of the IBM PCXT, PCAT.

Telecommunications and Robotics:Data communications studies including networks, protocols, modems, lasers, and satellite communications; robotics concepts, including hydraulic, pneumatic, and electronic systems; interfacing electromechanical systems to computer controls.

Certification / Recognition

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