Customer Service Engineer

Experienced engineer with strong technical support and hardware test

engineering background.

Focused on delivering customer service and delivery of quality product.

PROFESSIONAL EXPERIENCE

MEI Conlux, West Chester, PA

Engineer: September 26, 2007 - October 19, 2012

Managed test efforts which included managing test equipment, software

tools, tools and personnel. Determined to improve product quality. Executed

test plans with careful attention to detail using manual and automated

tools. Created and modified automated test tools. Gained proficiency in the

use of bug tracking software.

Responsible for important field investigation at customer sites in Ireland

and the Netherlands. Results from the investigation helped produce a more

reliable cash handling product which in turn increased customer

satisfaction.

Managed initiative to organize field returns. Developed database for

cataloging field returns for quick retrieval by engineers and technical

support staff.

Maintained lab test activity schedule. Responsible for data capture,

archiving results, producing reports and presenting information. Played an

active role in the product release process.

Responsible for managing support staff. Developed test support personnel

and responsible for their performance. Setup test stations and maintained

hardware and software test tools.

Developed processes to increase support staff test throughput. Created

software tools to automate test efforts. Gained proficiency in the use of

MS Excel making use of conditional formatting, analysis tools, pivot

tables, graphs and VB macros.

MEI Conlux, West Chester, PA

Applications Engineer: October 24, 2005 - September 22, 2007

Held key position as technical support lead to customers in the United

States and Canada for the release of a revolutionary cash handling product

which made cash recycling possible. Developed strong technical aptitude of

products and services. Worked with account managers to deliver product

demonstrations at customer sites and trade shows. Trusted to manage

technical aspect of accounts. Reported support activity to account

managers. Facilitated technical meetings between our design team and the

customer's engineering team. Worked together with the customer's technical

support staff to gather valuable feedback which was instrumental in

improving our product.

Participated in intercontinental product trainings at our European office.

Led effort to share product knowledge of American designed products with

European technical support staff.

Reported back to managers on the repair capabilities and technical aptitude

of our third party repair centers. Feedback played an important part in

awarding repair contracts. Organized product training seminars. Analyzed

product audit data and responsible for daily performance reports. Supported

legacy cash handling products acting as liaison between customer's

technical staff and engineering. Gained experience working with private

sector as well as government agencies.

NetBank Payment Systems, Jackson, MS

Developer: April 29, 2005 - September 20, 2005

Developed a web tool that improved our service call resolution time. This

tool helped our dispatcher and technicians more efficiently plan daily

repair activities. This solution reduced service call turnaround time which

helped the company save money by reducing contract violations.

Technical Support Specialist: February 3, 2003 - March 31, 2005

Served as technical support to customers, sales team, and field

technicians. Responsible for the health of our national automated teller

machine (ATM) network as a technical support specialist. Our group was the

first line of communications for customers having a variety of service

issues. Worked in fast paced work environment fielding service calls from

all over the United States. Developed troubleshooting skills for quick

issue resolution. Personally responsible for growing our ATM network

throughout the United States.

Managed service tickets. Held at high esteem by customers and recognized by

managers for my technical aptitude and ability to quickly resolve issues.

Supervised field technicians. Grew the technical knowledge of customers,

customer service team and field technicians through training and knowledge

share.

EDUCATION

West Chester University, West Chester, PA., Masters Business

Administration, May 12, 2010

Mississippi State University, Starkville, MS., Bachelors Computer

Engineering, December 20, 2002

Penn State University, Great Valley, PA., Programming Microsoft Visual

Studio 2010, Continuing Education Program, May 28, 2011

Penn State University, Great Valley, PA., Technical Writing Courses,

Continuing Education Program, 2007

PROFESSIONAL SKILLS

Computer Programming Environments: MS Visual Studio 2010, Object Oriented

Programming, Scripting

Programming Languages: C#, VB, C++, JavaScript, Google API

Bug Tracking Tools: Atlassian Jira

Operating Systems: Windows, Mac OS

Office Tools: Google Drive, Google Documents, MS Office, Database Tools

PC Troubleshooting Skills: Hardware and Software installation, network

configuration

Electronics: Design, Analysis

OTHER SKILLS & ACTIVITIES

Bilingual Spanish and English

Cycling enthusiast

Arduino microcontroller programming enthusiast

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