Customer Service Engineer

Alex Behrouzfard

508-***-**** . Cell 508-***-**** . ab0p6z@r.postjobfree.com

SYSTEM / TECHNICAL SUPPORT ENGINEER

Quality-driven and service-focused System/Technical Support Engineer, with

extensive history of achievement in systems management, administration, and

technical support for major enterprise and government customers.

Broad technical knowledge encompassing advanced business systems,

networking technologies, and manufacturing control systems. Highly adept in

project management, technology evaluation, test development and execution,

advanced diagnostic troubleshooting, technical team leadership, field

engineering, and customer support, with proven ability to meet aggressive

deadlines and deliver quality results that exceed customer expectations.

Platforms: Active Directory, DOS, Windows 3x / 9x / ME / NT / 2000 / 2003 Server /

XP

Tools: MS Office Suite (Excel, Outlook, PowerPoint, Project, Visio, Word),

Norton, Ghost, DTR, FMS, VMS, FTP, RapiDeploy, WFM, easitools,

Salesforce, CRM

Networking: Digital Equipment Corporation, Cisco, LinkSys, D-Link, Netgear,

broadband, dial-up, remote, VPN, IPX / SPX, TCP / IP

Data Management: MIS database programs, Datatrieve, FMS, DCL, ADT

OLYPMUS NDT, Corporation Newton, MA

2013 - Present

Ultrasonic Field Service Engineer

service and support projects at leading manufacturer of specialized

inspection solutions equipment's for applications ranging from weld

inspections to the detection of hidden cracks, voids, porosity and other

internal irregularities in metals, composites, plastics and ceramics.

Travel to customer locations across the globe to provide hands-on

technical service, equipment installations,

troubleshooting, training plans, safety procedures, perform detailed

operational checks, inspections, and calibrations

Selected Contributions:

. Olympus The FOX-IQ Process & On-Line XRF

STREAM Non-Ferrous Automated XRF for Sorting & Recycling Non-

Creating and setup field

installation, in-house test station, and developing

a complete test procedure and

customer training process. ( Stainless Steel &

Specialty Alloy industrial),

(Medical: Non-Destructive, Low Cost, High Speed

Medical Grade Alloy Verification)

Spire Solar Corporation, Bedford, MA

2008 - 2013

Solar Field Service Engineer

Completed service and support projects at leading manufacturer of

specialized capital equipment's for producing photovoltaic solar modules

with PLC based automation systems. Travel to customer locations across the

globe to provide hands-on technical service, equipment installations,

troubleshooting, training plans, safety procedures, perform detailed

operational checks, inspections, and calibrations.

Selected Contributions:

. Project manager for first production manufactory equipment in a U.S.

federal prison.

. Developed and managed system process training, for staffs and 110

inmates in a prison facility.

. Provided weekly equipment service visits, and remote technical

support to prison facility.

. Delivered engineering solutions to customer technical problems

remotely on daily base.

. Managed the activity before and after installations and provided a

customer service hot-line for customers.

. Provided technical documentations and demonstrations for support,

upgrade, and preventive maintenance of equipment to customers on-

site or remotely.

. Developed and executed an acceptance protocol for all equipment

before shipment.

. Took lead on equipment modifications, tests, repairs, and over

hauls, providing expert direction for installation and warranty

phases to customers.

. Capitalized on strong problem-solving skills to diagnose challenging

installation and service issues; kept projects on schedule by

implementing corrective actions quickly.

Advanced Metrology Systems (AMS), Natick, MA 2006 - 2007

Semiconductor Metrology Field Service Engineer

Helped drive successful installation and operation of semiconductor

fabrication tools for metrology product lines in clean room; provided both

in-house and on-site support to address customer field service issues,

working directly with customers and local representatives to resolve

emergency breakdowns, provide warranty service, and ensure quality of

service contract work.

Selected Contributions:

. Maintained strong working relationships with internal divisions

across multiple functional areas; leveraged expertise of personnel

at every organizational level to keep technical knowledge base

continually updated and push customer service to higher levels of

excellence.

. Provided internal and external customers with expert training and

document preparation.

HP / Compaq / Digital Computer Corporation, Andover, MA 1990 - 2006

System Specialist Engineer

Earned promotions through series of positions with increasing

responsibility, advancing from initial field service roles through

positions as Technical Support Operations Leader and Project / Program

Manager. Adapted quickly to new corporate cultures during period of

explosive industry growth; retained by senior leadership through several

company acquisitions and mergers to support internal clients and provide

world-class technical service to high-profile accounts. Led collaborations

between QC, IT, Engineering, Manufacturing, Customer Service, and Sales on

special projects; helped develop new project policies and procedures,

conducted trainings for customers, and provided Information Systems

Management services for HP Technical Support Center.

Selected Contributions:

. Played integral role on engineering teams supporting computer

product integration, testing, and imaging for FBI, CIA, Homeland

Security, Navy, Air Force, and U.S. Post Office (total of $100M in

contracts).

. Provided expert support services to 100+ end-users, actively

participating in all phases of system build, installation,

configuration, testing, troubleshooting, and repair of servers,

desktops, laptops, PDAs, routers and switches from every major

technology vendor.

. Skillfully executed projects and met customer expectations as

manager of a major Citigroup account, delivered accurate cost

estimates, comprehensive staffing and quality plans, and hands-on

service in software / hardware integration, system testing and

maintenance, and all aspects of technical support.

. Created broadcast system to disseminate daily technical support

operations summaries across the network, enabling personnel to

adjust quickly to shifting service priorities.

. Contributed toward slashing operating costs; created shared

computer resource center for all users, and instituted materials

substitution process that saved the company over $400K.

. Retained as one of the 12 key employees and appointed Team

Supervisor upon Digital's takeover of Applicon-Schlumberger's Test &

Repair Department; managed three-year migration with zero losses in

customers or revenue.

. Established IT department as a professional group, and managed six-

member technical support team servicing Microsoft products for 100+

end users; devised and implemented department policies, procedures,

and HW / SW standardization plan. Determined requirements and

technical specifications, evaluated PC desktop hardware and ISP

services, and solicited resource bids.

NASEAM PC CONSULTING, Ashland, MA

Freelance Technical Consultant

Planned, managed, installed, and documented small business and home

networking systems. Networks consisting of Windows 2003 servers with

Windows 2000 and XP clients, Windows XP pier-to-pier networks connected

via wireless, and wired networks to broadband, DSL, and T1 connections.

Education

Bachelor of Science in Electronic Engineering Technology

Oklahoma State University

CERTIFICATIONS

System Specialist Engineer Hewlett-Packard Co.

(MCSA) Microsoft Certified System Administrator (in progress)

Linux System Administrator (in progress)

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