Customer Service Maintenance

GREGORY M. KROLL

*** **** ***** ********* ****** LOUISVILLE, KENTUCKY 40203 *******@***.*** 502-***-****

QUALIFICATIONS PROFILE

SOLUTIONS-ORIENTED Service TECHNICIAN 12-YEAR BACKGROUND IN THE TROUBLESHOOTING, REPAIR, AND CALIBRATION OF

WITH

VARIOUS ELECTRONIC SYSTEMS.

POSSESS KNOWLEDGE OF AND EXPERTISE WITH AN ARRAY OF TESTING TOOLS, EQUIPMENT, AND PROCEDURES; PROVEN ABILITY TO

QUICKLY GAIN AN UNDERSTANDING OF AND EXCEL IN NEW PROCESSES.

EXPERIENCED IN WORKING WITH A VARIETY OF ELECTRICAL AND ELECTRONIC EQUIPMENT, INCLUDING MEDICAL MONITORING

DEVICES, COMMUNICATION EQUIPMENT, AND COMPUTER SYSTEMS.

HIGHLY ADEPT SUPERVISOR AND TRAINER, WITH EXPERIENCE DIRECTING THE EFFORTS OF JUNIOR TECHNICIANS AND FACILITATING

TECHNICAL TRAINING SESSIONS.

COMMUNICATE EFFECTIVELY WITH VENDORS, MANUFACTURERS, AND CUSTOMERS IN DIAGNOSING AND REPAIRING EQUIPMENT.

SKILLED AT CREATING WORK SCHEDULES BASED ON PRIORITIES, REPAIR REQUESTS, AND AVAILABLE RESOURCES.

EXCEL AT PROVIDING THOROUGH, ACCURATE CUSTOMER SERVICE IN THE RESOLUTION OF COMPLEX TECHNICAL ISSUES.

OFFER HISTORY OF MAINTAINING DETAILED WRITTEN DOCUMENTATION ON REPAIRS PERFORMED, REPORTED ISSUES, AND STATUS OF

MAINTENANCE/REPAIR PROJECTS.

EQUIPMENT REPAIR, TESTING, & CALIBRATION / PREVENTIVE MAINTENANCE / DIGITAL & ANALOG CIRCUITRY

INVENTORY MANAGEMENT / TROUBLESHOOTING / SCHEMATICS & BLUEPRINTS

TECHNICAL PROFICIENCIES

PLATFORMS: WINDOWS 9X/NT/2K/XP/SERVER2K3, MAC OS X, LINUX,

UNIX

TOOLS: MICROSOFT OFFICE, REMOTE DESKTOP, ULTRAVNC, BASIC

PROGRAMMING, ILIFE/IWORK SUITES, PARALLELS DESKTOP,

SAP, MP2

PROFESSIONAL EXPERIENCE

Service TECHNICIAN II, Amazon FULFILLMENT CENTERS, INC., SHEPHERDSVILLE, KENTUCKY 2010 – PRESENT

RESPOND TO OPERATIONS TROUBLE CALLS VIA RADIO AND ticketing system. MANAGE EQUIPMENT IN 823,000 SQUARE-FOOT

WAREHOUSE, INCLUDING PERFORMANCE OF FACILITIES MAINTENANCE AND REPAIRS. IDENTIFICATION, ANALYSIS AND RESOLUTION OF TECHNICAL

ISSUES. COMMUNICATE UNRESOLVED PROBLEMS TO VARIED MAINTENANCE TEAMS AND MANAGEMENT, PASSING ALONG DETAILED NOTES ON

WORK PERFORMED. TRACK TECHNICAL ISSUES AND OPERATIONS TROUBLE CALLS BY CREATING WORK ORDERS AND REPORTS WITH THE

MAINTENANCE DATABASE. DEMONSTRATE ABILITY TO WORK SUCCESSFULLY WITH LITTLE SUPERVISION.

KEY ACHIEVEMENTS:

● CONTRIBUTED TO THE IMPLEMENTATION OF NEW CONVEYOR SORTATION SYSTEM.

● IDENTIFIED COST-SAVING MEASURES IN PARTS PROCUREMENT, RESULTING IN SIGNIFICANT SAVINGS FOR THE MAINTENANCE

DEPARTMENT.

● DELIVERED ON-THE-JOB SYSTEMS TRAINING TO NEW MAINTENANCE TECHNICIANS AND FOSTERED AN INCREASED ESPRIT DE CORPS

AMONG THE MEMBERS OF THE SECOND SHIFT MAINTENANCE TEAM.

TECHNICAL SUPPORT ENGINEER, SIEMENS MEDICAL SOLUTIONS, CARY, NORTH CAROLINA 2006 – 2008

RESPONDED TO CUSTOMER TECHNICAL INQUIRIES VIA PHONE AND EMAIL. MANAGED TROUBLE TICKETS, ANALYZed SOURCE OF AND

RESOLVed ISSUES. PROVIDED THOROUGH TROUBLESHOOTING BASED ON COMPREHENSIVE UNDERSTANDING OF SIEMENS’ SYNGO IMAGING

SOFTWARE. RESOLVED ISSUES WITH BOTH SERVERS ON WHICH SOFTWARE OPERATEd. ESCALATED ADVANCED ISSUES TO TOP TIER SUPPORT,

PASSed ALONG DETAILED NOTES ON WORK PERFORMED. TRACKED TECHNICAL ISSUES AND CUSTOMER PROBLEM TICKETS THROUGH TWO

DATABASES AND THREE INTERFACES.

KEY ACHIEVEMENTS:

● PROVIDED CRITICAL SUPPORT TO IMPLEMENTATIONS TEAM IN THE INSTALLATION AND CONFIGURATION OF SOFTWARE AND HARDWARE

WITHIN A COMPLICATED HOSPITAL NETWORK TOPOLOGY.

● RECOGNIZED SUBSTANTIAL ERRORS IN DOCUMENTATION DETAILING LENGTHY PROCESS FOR CONDUCTING SOFTWARE UPDATES AND

UPGRADES, CONVEyed ISSUES TO R&D DEPARTMENT AND COLLEAGUES.

● DELIVERED TRAINING TO SYSTEMS ADMINISTRATORS AND FIELD SERVICE ENGINEERS OVER THE PHONE IN EFFECTIVE USE AND

TROUBLESHOOTING OF SOFTWARE SYSTEMS.

FIELD SERVICE ENGINEER, BIOTECHNICAL SERVICES, INC., SAN DIEGO, CALIFORNIA 2005 – 2006

ASSESSED AND REPAIRED OPERATIONAL ISSUES WITH COMPLEX LABORATORY EQUIPMENT. CALIBRATED EQUIPMENT AND MAINTAINED RECORDS

ON INFORMATION GATHERED. INTERFACED WITH CUSTOMERS TO DETERMINE PROBLEMS WITH EQUIPMENT AND ARRANGE REPAIR SCHEDULES.

TRAINED AND MENTORED TEAM OF SEVEN TECHNICIANS. LIAISED WITH MANUFACTURERS AND OTHER TECHNICIANS TO DETERMINE

RESOLUTIONS FOR COMMON TECHNICAL ISSUES AND TO GATHER INFORMATION ON REQUIRED PARTS. PARTICIPATED IN WEEKLY MANAGEMENT

MEETINGS, DISCUSSING PROGRESS OF REPAIRS AND DETERMINING SOLUTIONS FOR NEW AND RECURRING ISSUES. PREPARED JOB

ESTIMATES/QUOTES AFTER DETERMINING REQUIRED PARTS AND REPAIR METHODS.

KEY ACHIEVEMENTS:

● SPEARHEADED DEVELOPMENT AND IMPLEMENTATION OF NEW CALIBRATION AND VALIDATION STANDARD OPERATING PROCEDURES

(SOPS).

● DEMONSTRATED CONSISTENT TRACK RECORD OF OUTSTANDING PERFORMANCE AND CUSTOMER SATISFACTION, LEADING TO REDUCED

CUSTOMER CALLBACK RATES, IMPROVED CUSTOMER SATISFACTION, AND INCREASED REVENUE.

BIOMEDICAL TECHNICIAN, SCRIPPS HEALTH, INC., SAN DIEGO, CALIFORNIA 2004 – 2005

MAINTAINED AND TROUBLESHOT OPERATIONAL ISSUES WITH PATIENT CARE AND MEDICAL EQUIPMENT. PERFORMED MONTHLY INSPECTIONS TO

ENSURE OPTIMAL EQUIPMENT PERFORMANCE. MAINTAINED DETAILED DOCUMENTATION ON REPAIRS PERFORMED. LIAISED WITH EQUIPMENT

PROVIDERS TO DETERMINE LOCATION OF EQUIPMENT. PREPARED REPORTS FOR MANAGEMENT ON EQUIPMENT STATUS AND PROGRESS OF

MONTHLY INSPECTIONS. OPERATED A VARIETY OF TOOLS AND EQUIPMENT IN CONDUCTING TESTS AND PREVENTIVE MAINTENANCE.

KEY ACHIEVEMENTS:

● RECOMMENDED SUCCESSFULLY IMPLEMENTED STREAMLINED METHOD FOR REWIRING ENDOSCOPE IMAGING CARTS.

● CONSISTENTLY MAINTAINED 95% COMPLETION RATE FOR ALL INSPECTIONS PERFORMED.

ELECTRONICS TECHNICIAN, US NAVAL RESERVE, VARIOUS LOCATIONS 2000 – 2004

INSPECTED, CALIBRATED AND REPAIRED SOPHISTICATED AVIATION ELECTRICAL SYSTEMS. SUPERVISED AND EVALUATED WORK OF 3-5 JUNIOR

TECHNICIANS, ENSURING COMPLIANCE WITH SAFETY AND PERFORMANCE GUIDELINES. INTERFACED WITH MAINTENANCE MANAGERS, RECEIVING

REPAIR / CALIBRATION INSTRUCTIONS, AND PROVIDING PROGRESS REPORTS. LIAISED WITH MAINTENANCE STAFF FROM OTHER DEPARTMENTS IN

COORDINATING SHARED REPAIR PROJECTS AND RESOURCES. CONDUCTED MONTHLY TRAINING SESSIONS WITH UP TO 30 TECHNICIANS.

COMMUNICATED WITH SUPPLY DEPARTMENT IN PLACING ORDERS FOR, AND COORDINATING RECEIPT OF MATERIALS. MANAGED RELATIONSHIPS

WITH MANUFACTURERS AND VENDORS. COMMUNICATED WITH AIRCRAFT OPERATORS VIA WRITTEN, ORAL, AND RADIO COMMUNICATIONS TO

DIAGNOSE AND CONVEY INFORMATION REGARDING REPAIRS OF MALFUNCTIONING EQUIPMENT. UTILIZED AND MAINTAINED AN ARRAY OF

TESTING/TROUBLESHOOTING EQUIPMENT.

KEY ACHIEVEMENTS:

● RECOGNIZED SIGNIFICANT ERRORS IN DOCUMENTATION DETAILING LENGTHY PROCESS FOR CONDUCTING EXTENSIVE CALIBRATIONS ON

AVIATION EQUIPMENT; STREAMLINED AND PREPARED NEW DOCUMENTATION ON PROCEDURE, REDUCING PROCESS FROM 3 DAYS TO

APPROXIMATELY 8 HOURS.

● CONSISTENTLY RECEIVED EXCEPTIONALLY HIGH MARKS ON ALL TECHNICIAN QUALIFICATION EXAMS, OFTEN COMPLETING

REQUIREMENTS IN RECORD TIME.

EDUCATION AND TRAINING

ELECTRONIC TECHNICIAN CERTIFICATION TECHNICAL TRAINING CENTER, PENSACOLA, FLORIDA

PROFESSIONAL DEVELOPMENT

NET+ CERTIFICATION ~ KEMPNER-TREGOE ANALYTIC TROUBLE SHOOTING

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