Customer Service Technician

William M. Townes

**** ****** ****** ■ Reynoldsburg,OH ■ 740-***-****

*.**********@*****.***

Over 20 years of technical experience, w ith a diverse technical background in

E lectronics, Electrical –Mechanical installations and repairs, PC operations and

i nnovative customer service. Demonstrates success in being a leader and team

player in groups of diversity. Enjoys adding innovation and value to the

organization.

AREAS OF EXPERTISE

■ Customer Service

■ E lectronic Repair and Ultrasonic

■

Welding Equipment

■ Machinist Equipment

I nterpreted electronic schematics

■ Account Management

■ Windows XP-Windows 7 OS

■ Team Leadership

■ Mechanical Repair

■ Heavy Equipment Management

PROFESSIONAL STRENGHTS

Successfully identified and helped eliminate numerous Samsung Cable Box

unresolved failures, by documenting, detailing and communicating extensive test

results. Created or updated documentation relating to revised repair procedures.

T rained technicians and increased knowledge base resulting in prompt turnover of

units beyond their 45 day deadline – closing priority RSAs and increasing company

productivity

Troubleshooted and repaired over 200 units containing, various un-interrupted

power supplies (UPS) and monitors, clearing backlogs and meeting turn- around

deadlines to improve company successful repair production rating .

•Knowledge of tools and instrumentation such as mechanical hand tools, Drill

Press, Band Saw, Mill and Lathe, precision measuring equipment, Lead and Lead-

free soldering, handheld multi- meter, oscilloscope and spectrum analyzer.

•13 years of extensive electronic and electrical-mechanical knowledge; servicing and

repairing home electronics and security systems, commercial food and beverage

equipment, automotive electrical systems home appliances, and control systems on

m ilitary helicopter aircraft . Excellent customer service skill set. Ability to build and

retain good customer relations with professionalism and courtesy while under

pressure – using innovative problem-solving and communications techniques .

CAREER EXPERIENCE

Technician - Dublin,OH

8-13-2012 - Present

Techsonic UltraSonic Welding

Fabricate, assemble and troubleshoot ultrasonic welding systems to customer specs.

Assemble systems designed for industrial use and business applications . Experience

w ith pneumatic and hydraulic pressurized systems cable/wire harness build and

routing. Fabricate electrical connectors utilizing wire crimping and solder

techniques. Meticulous workmanship, using forged steel, and various metal alloys.

A ttention to detail in assembling welding machinery with zero margin of error. Able

to work with little or no supervision using wiring diagrams, engineering drawings,

and schematics.

Advanced Repair Technician – Columbus, OH

8-30-2010 - 11-09-2012

Ohio Valley Cable Services

Test, troubleshoot and repair various models of Samsung Cable Box Systems.

D iagnosed and document new failure(s), complete no-lead solder repair on mini and

m icro-electronic components and helped streamlined RSA reception to completion

t ime.

I nterpreted electronic schematics, operational flowcharts & test manuals, trained

new repair technicians and developed new methods of troubleshooting in

conjunction with engineering

Wal-Mart Supercenter - Humbolt, TN

3/17/09 -12/19/09

Automotive Technician

Completed initial vehicle inspection(s)

Serviced automobiles; oil changes, tire change, repair, rotations, and balancing

Documented work complete via forms and PC data entry

Maintained 100% fix rating with zero returns or service complaints

Kroger Distribution Warehouse Delaware, OH

10/11/08- 12/17/08

Order Selector

Received and processed distribution orders for various Kroger outlets nationwide

using motorized equipment and conforming to predetermined company standards.

Maintained a high level of productivity in a sub-zero environment utilizing

motorized pallet jack equipment. Worked in high traffic warehouse accident free

while maintaining a high level of productivity based on Company’s predetermined

standards.

Aramark Refreshment Services Columbus, OH

02/04/05 - 3/26/08

Technician

I nstalled, troubleshoot and repaired Curtis, Bunn, Colibri and confections coffee,

cappuccino, and filtered water machines. Interacted with customers to ensure

equipment installed per customers specifications and satisfaction. Responded to

equipment malfunctions in a timely manner in accordance with company’s “on call”

guidelines. Received customer based requests for my serviced based on previous

i nteractions.

Bath and Body Works Reynoldsburg, OH

10/21/98 - 1/10/05

Loss Prevention Rep

I nstalled CCTV cameras for internal theft surveillance, performed background

checks for potential employment candidates, provided first responder medical aid

i ncluding defibrillator use, conducted new hire orientation classes, conducted

workplace safety classes, prepared documentation for employee termination due to

i nternal theft. Initiated investigations based on tips via Ethics Hotline.

Hugh White Honda Columbus, OH

5/15/95 - 10/16/98

Technician

Performed maintenance, inspections, installations and trouble-shoot all makes and

models of Honda vehicles including Acura's in a high volume environment.

Maintained an accident free work record.

Lockheed Support Systems Barstow, CA

11/20/89 - 3/17/95

Helicopter Technician

Performed maintenance, inspections, overhauled and trouble-shoot US Army

helicopters including AH-1 Cobras, AH64a Apaches, UH- 60 Blackhawks, UH- 1h

H ueys and OH-58 scouts.

EDUCATION & CERTIF I CAT IO NS

US Army Aviation Logistics School - Ft.Eustis, VA

US Army Aviation Logistics School Honor Graduate

Fork Lift Certified

References Available Upon Request

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