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Technical Support Customer Service

Location:
Madison Heights, VA
Posted:
March 02, 2024

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Resume:

Shaun Barnard Wright

www.linkedin.com/in/Shaun-B-Wright M 434-***-**** H 434-***-**** ad311p@r.postjobfree.com

Electrical/Mechanical/Software/Medical: Engineering Professional

I am active cleared (Public Trust) FEMA contractor through the Department of Homeland Security. I am willing to participate in a government clearance investigation. Promoted from Sales Engineer to Product Development Engineer at P1 Technologies. Meet sales goal of $5.5 million dollars for calendar year 2020. I supported multi-million US dollar projects for P1 Technologies, Leidos via Apex, Harris Corporation and CommScope. Supervised a group of engineers in a 24/7 call center during six years of my nine years with CommScope. Promoted twice for outstanding performance while at CommScope from Associate Technical Support Engineer to Technical Support Engineer to Technical Support Supervisor. Comprehensive experience in system hardware / software troubleshooting, alignment, commissioning, installation, configuration, and testing, of complex radio frequency and Information Technology {IT} networking systems supporting 24/7 customer support environment. Motivated Project Leader supporting team members and improving overall end-user experience by resolving technology downfalls and increasing productivity.

TECHNICAL PROFICIENCIES

I am active cleared (Public Trust) FEMA contractor through the Department of Homeland Security.

Microsoft Operating Systems: 10, 8, 7, Vista, XP, NT, 2000, 1995, 98, 95, 3.11, x86, BIOS, DOS

UNIX: Solaris 8, 9, 10

Microsoft Office Suite: 2016, 2013, 2007, 2003 including excel, word, access, PowerPoint, project.

Microsoft Server: 2012 R2, 2008 R2

Word Prefect, Open Office by Oracle (SUN Microsystems)

Platforms: UNIX (Solaris 8, 9, 10), Linux (Ubuntu, Fedora, Knoppix), SAN, Tomcat, MySQL, RedHat

Networking: TCP/IP, Novell, SNMP, MySQL, Ethernet, VPN, SSH, Telnet, Ping, FTP, SFTP, HTTP, HTTPS, IP and URL.

Languages: Basic, DOS, Pascal, C ++, C, HTML and Java

Tools: TILE, Graph Point Find, Checkpoint VPN, McAfee/Norton Virus Protection Utilities, Remedy, Onyx, PSPICE, MFG-PRO, AutoCAD, SAP and VERITAS.

Air Interface: AMPS, GSM, TDMA, PCS, UMTS, IDEN and GPS

Switch Circuits: DS-0, DS-1, T1, T3, 2G & 3G

Land Mobile Radio: P25, EDACS, OpenSky

SUN: Workstations, Ultra 25, SunFire T2000, Netra: T4, T1, 20, 240 Servers, T5120 and V215 servers.

Cisco: 2600, 3600, 7200 series routers.

Virtual Machines: VMware ESX / ESXi, VSphere, and Microsoft Hyper-V

Test Equipment: COM-Power LI-4100 LISN, Amplifier Research Amplifiers, Amplifier Research Field Probe & Laser Probe Interface, Instrument for Industry{ifi}/AMETEK Amplifiers, LogiMetric Amplifiers, Current Probe, Transient Pulse Generator, Digital Multi-meter, RF Network Analyzer, Digital Oscilloscope, Power Meter, Spectrum Analyzer, Ultrasonic Analyzer, Signal Analyzer, Function Generator, Impedance Meter.

Radio Frequency: Passive Intermodulation {PIM}, Microwave, Return Loss, Insertion Loss, Gain, Filters, Frequency Bands, Electro Magnetic Interference {EMI}, Radio Frequency Interference {RFI}.

Expertise in: Troubleshooting electronics, mechanical, radio frequency, computers, servers and Information Technology {IT} networks.

Professional Experience

Suburban Capital, Inc., Lynchburg, VA January 2023 - Present

Maintenance Technician

Maintain hotel property conducting maintenance on: plumbing, heating, air conditioning, electrical, cabinetry, wallboard, painting, landscaping and helping housekeeping.

Frederick Haer Company (FHC) Inc., Bowdoin, Maine August 2021 – October 2021

Procedural Support Specialist

Supported FHC products in the operating room for Deep Brain Stimulation (DBS). Supported surgical staff including brain surgeon, neuroscientist, neurologist, neurosurgeons and scrub nurse. Used WayPoint Navigator to superimpose DICOM images of MRI and CT scans to support the surgeons in navigating the best trajectory into the brain to the Sub-Thalamic Nucleus (STN) within the Basal Ganglia (BG) region of the brain. MRI and CT images needed to meet DICOM 3.0+ contiguous with no X or Y movement, uniform Z increment throughout the scan. CT slice thickness 1mm or less with zero gantry tilt. Supported the use of WayPoint Planner, WayPoint Navigator, Guideline 5, Guideline 4000 LP+ and Valley Forge Scientific (VFS1) Generator.

P1 Technologies, Roanoke, VA January 2020 – May 2021

Product Development Engineer/Sales Engineer

Promoted from Sales Engineer to Product Development Engineer at P1 Technologies. Surpassed my revenue goals for 2020 with customer account earnings of over 5.5 million dollars in 2020. Primary liaison for external customers and internal departmental groups collaborating with: Sales, Quality, Manufacturing, Engineering, Customer Service, Documentation. Designed complex medical cable assemblies, interpreted Solid Works 3D models for injection molding molds. Lead Corrective Action and Preventative Action investigations. Lead seeking and securing new customer through phone calls, emails and marketing brochures.

National Technical Systems Corporation, Rustburg, VA August 2019 – January 2020

Senior EMI Technician

Test U.S. Naval Warfare Systems to the following Department of Defense {DOD} Interface Standard MIL-STD-461 {E, F, G}. Test Equipment Under Test {EUT} for Electromagnetic Interference {EMI} and Electromagnetic Compatibility {EMC} with a focus on the following tests: Conducted Susceptibility, Conducted Emissions, Radiated Emissions and Radiated Susceptibility. Test U.S. Naval Warfare Systems inside a Radio Frequency {RF} Anechoic Chamber for the following MIL-STD-461 {E, F, G} and manage the following test sets: CE101, CS101, CS106, CS116, RS103, RS101, CE102, CS114, RE101, RE102, RS103, CE106, CS109 & RE103. Use and configure Totally Integrated Laboratory Environment System {TILE} software by ETS LINDGREN. TILE runs on Lab VIEW Runtime 2015 SPI f10, Lab Windows/CVI Runtime 2017, Measurement & Automation Explorer 18.0. Use Agilent MXA Signal Analyzer in Fast Fourier Transform mode to measure emissions on or from EUT. Use Line Impedance Stabilization Network {LISN} to rectify three phase 440 VAC source power to the U.S. Naval Warfare Systems. Test EUT in a range of radio frequency from 4 kHz to 18 GHz. Use Solar Electronics Transient Pulse Generator to inject damped sinusoidal transients on EUT power cables and communications cables. Use little horn antenna, big horn antenna, parallel element antenna and active rod antenna to receive radio frequencies from EUT or emit on EUT.

Leidos, Sterling, VA 2019

Engineer Technician I

Use technical skills to assembly complex electrical and mechanical devices for the Naval Digital Video Surveillance System II {DVSS2} for the Space and Naval Warfare Systems Center. Read and understand military specification. Read and understand electronic, electro-mechanical schematics. Ruggedize archive servers and power supplies with Room Temperature Vulcanization {RTV} caulk using an air compressor and special syringe applicator. Load military data into solid-state drives using mini mSATA and Peripheral Component Interconnect Express {PCIe}. Use Philips screw, torque wrenches, heat transfer membrane, cordless hand drill, socket wrench, sockets, open ended wrenches, closed ended wrenches, razor blades, box cutters, assembly data cables, power cables, communication cables.

Leidos, Manassas, VA 2018 – 2019

Avionics Electronics Technician III

Use technical skills on the building and termination of complex cable assemblies for the Leidos Airborne Reconnaissance Low-Enhanced (ARL-E) systems under the Leidos ARL-E program for the United States Army. Use soldering iron, string tie {wax string}, specialty pin/contact/socket positioners, heat gun, shield termination, side cutters, wire strippers, needle nose pliers, vise grip, specialty crimp tools. Terminated: Eaton, Safran, LEMO, GLENAIR, CORSAIR, ANPHENOL, PIC connectors. Prepared and terminated American Wire Gage 2 through 36 AWG cable assemblies. Terminated RJ-45, Glenair El Ochito, Micro Twinax, Quadrax, Solder Micro Twinax, USB, Power Cables, Ethernet Cables, Data Cables, DVI-D, splices, military specification circular connectors. Read military specification and read electrical/electronic schematics. Ensured all cable assemblies electrically pass testing in addition to form-fit-function into racks. Testing, building, integrating complex cable assemblies for special modular devices which perform intelligence, surveillance and reconnaissance for the United States Army.

Here are some bullet tasks I do daily at work on the Leidos ARL-E program:

Read and understand complex electrical/electronic schematics

Solder ground shields to amberstand {cloth like ground shielding}

String tie {wax string} solder joints, strain relief, expandable sleeving "snake skin".

Solder wire to power plug solder cups.

Assembly complex connectors; for example: Glenair El Ochito, solder Micro Twinax, Quadrax, DVI-D other military specification connectors.

Heat solder shield terminators into daisy chain configuration for maximum reduction of radio-frequency interference, electromagnetic interference and cross-talk.

Assembly military specification connectors to cables per Leidos schematics.

Use soldering iron, string tie, specialty pin/contact/socket positioned, heat gun, shield termination, side cutters, flush cut, wire strippers, needle nose pliers, vise grip, clamp, specialty crimp tools.

HARRIS CORPORATION, Lynchburg, VA 2012 – 2017

Technical Support Engineer III

Provided onsite support of P25 Land Mobile Radio systems. Applied knowledge in Linux, UNIX, Cisco (routers, switches, and firewalls), Microsoft Server 2003, 2008, 2013, setup and configuration. Employed knowledge on fundamental Radio Frequency with practical troubleshooting skills.

Upgraded 911 Dispatch Center in Pittsylvania County, VA from legacy IP Maestros Consoles to Symphony Consoles. Built personality for each Symphony console, resolving issues with Maestros audio card. User friendly system running on embedded Microsoft Windows 7.

Supported 911 Volusia County, FL (Daytona Beach) during EDACS to P25 integration events. Provided on-site troubleshooting of EDACS and VIDA system. Eliminated unexplained missed audio events on land mobile radio system by isolating problems to EDACS Gateway and provided data to development engineers.

Supported Chicago, IL 911 Dispatch Center of approximately 110 IP Maestro, ensuring large center was operating efficiency. Troubleshot touch screen monitor software, PCs blue screening and call not routed properly. Upgraded touch screen monitor software and BIOs, grounded PCs, cleaned contacts on M-Audio cards and cache.

Ran testing in central and southern Maine, supporting State of Maine P25 land mobile radio system for RF interference and performance. Tested many rounds of portable and mobile radio code, improving performance and efficiency of land mobile radio system in Maine.

COMMSCOPE, Ashburn, VA 2002 – 2011

Technical Support Supervisor

Led team of engineers in supporting 24/7 call center. Supported networked geo-location product using mobile / cellular telephone when dialing 911 and received at Public Safety Answering Point (PSAP) typically 911 dispatch center. Developed management skills while coaching diverse team of engineers.

Supported Bell Canada during system outages and / or equipment failure. Provided on call 24/7 for outages and escalations, ensuring proper troubleshooting, staffing and quick resolution of each event.

Developed and maintained schedule, provided weekly training, conducted annual performance reviews, and investigated any conflict among engineering team.

Delivered real-time troubleshooting of AT&T Wireless Geometrix / GeoLens system. Scheduled proper staffing, troubleshooting and resolution of incidents, meeting customer Service Level Agreements during system outages and or equipment failure. Provided detailed (8D) root cause analysis of each reported event.

Additional Relevant Experience

FRAMATOME CONNECTORS INTERNATIONAL, Mount Union, PA

Quality Engineer

Promoted to Quality Engineer from Associate Quality Engineer for outstanding performance. Supported quality department by ensuring entire product produced in facility met or exceeded customer specifications. Investigated and generated root cause analysis of non-conforming product from plating, molding, forming, stamping, assembly, and packaging, generated Supplier Corrective Action Request {SCAR}.

C-COR.NET / C-COR Electronics INC., Tipton, PA

RF Product Support Engineer

Monitored the assembly, alignment, test and troubleshooting of broadband cable TV amplifiers to meet performance specifications. Modified existing electronic schematics to account for part obsolesce. Demonstrated learned skills to technicians on more efficient methods to troubleshoot filters, amplifiers and electronic circuits.

UNITED DEFENSE L.P., GROUND SYSTEM, York, PA

Procurement Technical Liaison

Summer Internship – Worked on the Bradley and MLRS armored tracked vehicles for the USA Army. Investigated all types of technical issues (electrical, mechanical, welding, paint, form-fit-function); ensured that all parts received met documented military specifications.

C-COR ELECTRONICS INC., Reedsville, PA

Advanced Electronic Test Technician

Promoted to Advanced Electronic Test Technician from Electronic Test Technician for outstanding performance.

Trained technicians to test, align, and troubleshoot broadband Radio Frequency (RF) amplifiers. Tuned and aligned filter circuits. Performed final quality testing of RF amplifiers using: Hewlett Packard (HP) RF Network Analyzer, Oscilloscope and SAM Power meter.

ADVANCED TECHNOLOGY LABORATORIES (ATL), Reedsville, PA

Electronic Test Technician

Used technical skills to test, align and troubleshoot medical transducers. Used Oscilloscope, Spectrum Analyzer, Ultrasonic Analyzer, Function Generator and Hewlett Packard Impedance Meter.

Education

Bachelor of Science Electrical Engineering Technology (BS-EET), Pennsylvania State University, Middletown, PA

Associate of Science Electrical Engineering Technology (AS-EET), Pennsylvania State University, Schuylkill Haven, PA

Certificate, Electro-Mechanical Technology, Schuylkill Training and Technical Center, Frackville, PA {One year program}

Certificate, IPC-OVT-74C ESD Control For Electronics Assembly

Cisco Network Professional’s Advanced Internetworking Guide – Central Virginia Community College

Cisco Certified Network Associate Study Guide – Central Virginia Community College

Certificate, Soldering – State College School District

Earned the following MBA classes: Finished Public Accounting, Management Accounting, Business Law and Financial Management for my Master of Business Administrations {MBA} Degree.

Professional Development

I am active cleared (Public Trust) FEMA contractor through the Department of Homeland Security.

Eagle Scout, Boy Scouts of America

Commercial Driver’s License - Class A

An Introduction to Project Management, Computer Based Training Direct LLC

Certificate – Grounding Tips and Tricks

Certificate – High Risk –SAL-ENG-SHP

Certificate – Network Operation & Maintenance

Certificate – P25 System Maintenance

Certificate – Simulcrash to Simulcash

Certificate – Symphony Dispatch Console Operation Course

Certified Help Desk Manager, STI Knowledge

Certified in Remedy

Diploma – Effective Trade Compliance

Diploma – Insider Trading: Acting on Non-Public Information

Diploma – Intellectual Property: Protecting Company Assets

Leadership by Franklin Covey / Stephen Covey

Management Skills for New Supervisors, American Management Association

Manager Labor Law Training

PSPC Systems & Products Overview

Regional Network Manager

Successfully Managing People, American Management Association

Team Conflict: The Seeds of Dissent, Computer Based Training Direct LLC

The 7 Habits of Highly Effective People, Franklin Covey / Stephen Covey



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