Customer Service Quality Assurance

HERBERT S. LIPHAM

Permanent: P.O. Box **, Coosa, Ga 30129 706-***-**** E-mail:

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

OBJECTIVE: A position dedicated to the management, maintenance and repair

of electronic systems with a company offering opportunities for increased

responsibilities and professional advancement.

SELECTED ACCOMPLISHMENTS:

*Site Lead for a 9-person team successfully maintaining mission

critical systems and assets in a combat theatre

*Provided project management for 3 Navaid/Radar flight facilities,

surpassing all FAA and USAF requirements

*ISO 9000 manager/internal auditor of a $55 million company, provided

oversight and management resulting in

initial international registration and continual recertification of

the company consistent with objective goals

*Implemented corrective and self help actions saving over $500,000

during numerous ATCALS installations

*Ensured the equipment up-time rating was continuously over 99.8% at

a remote ATCALS facility in Iraq

*Supervised over 15 technicians in the daily maintenance of Air

Traffic Control and Landing Systems Facilities

*Successfully provided computer/robotics systems maintenance in

support of nuclear power plant facilities

*Team member of a 3-person group that won the "Best in Service" award

2 years in a row for Customer Service

Support for a small company providing capitol equipment and

customer service

EXPERIENCE:

Electronics Technician III, Lockheed-Martin Inc. Al Asad

Air Base, Iraq 10/08 - Present

Site Lead and supervisor for nine other highly qualified electronics

technicians supporting Air Traffic Control and Landing Systems (ATCALS)

maintenance activities on Al Asad Air Base, Iraq. As sole senior

electronics technician supporting the Tactical Aircraft Navigation system I

ensure the continued operation of this mission critical asset supporting

the flying mission requirements of the air base and the local theatre of

operations. I direct and manage the maintenance programs and focus for the

Area Surveillance Radar, Precision Approach Radar and Air Traffic Control

radios to include the Radar Approach Control facility containing the Denro

Enhanced Voice Terminal System (ETVS) for radio and telephonic control.

This facility provides complete air traffic radar control for the western

Iraq region. I oversee the operations and maintenance of more than 50

discreet radios and over 30 different assigned frequencies. I am

responsible for five long distance data circuits supporting regional

communications that includes the monitoring and operation of the modems,

data converters and driver devices supporting long haul secure

communications. I interacted with senior military personnel in the day-to-

day operations of these facilities and coordinated with other contracted

agencies for support and assistance on systems as required. I ensure all

ancillary programs such Safety, HAZMAT and other such programs are

effective in their coverage and provide for the protection of the

technician and all systems operation. I provide training to other onsite

personnel in the operation and maintenance of the AN/URN-25 TACAN to ensure

the broadest technical coverage possible for a minimally manned

organization. I conduct and complete facility flight inspections, meeting

all FAA and military requirements to ensure flight safety under all

conditions. The overall mission accomplishment rate for all our assigned

systems consistently exceed the required 95% up time rate with a rock solid

99.8% mission capable rate. I also mentor newly arrived technicians to

facility operations unique to overseas military operations.

Self Employed Rome, Georgia Apr 08 - Oct 08

Owner and operator of an independent gasoline service station with four

maintenance bays. I started this full service facility and managed the

complete operations and management of the business. I also provide all the

maintenance services for customers' vehicles that came in for services.

Maintenance requirements range from a simple tire repair to complex

diagnostics with the appropriate scanners and test equipment to determine

faulty systems or components.

Senior Instrument Landing System (ILS) Technician, ITT/FSIC Mannheim,

Germany Mar 07 - Apr 08

Sole contracted ILS Technician for the US Army in Europe (USAEUR). I

directed, supervised, advised and performed second tier level maintenance

on the MARKII 20A THALES Instrument Landing System. Along with one other

engineer, I ensured the commissioning of the Glide Slope at Wiesbaden Army

Air Field. This part of the system had been unusable for several years. I

completed the follow-on periodic flight inspections, trained local national

personnel in the accomplishment of this highly stressful periodic

maintenance event, no other experience/trained technicians were available

to assist. The ground checkpoints for the ILS were not initially

installed, nor upon the Localizer commissioning, upon my advice, USAEUR

immediately contracted the installation of these critical points. Thus

ensuring the appropriate facility checks can be accomplish and post flight

inspection check can also be correctly performed. I assisted the ATC radio

maintenance section with the replacement, servicing and secondary level

maintenance activities to support the US Army in Germany maintaining ATC

communications radios, beacons and VORs at over 11 facilities through out

Germany. We performed the overhaul and installation of over 15 radios

transmitters/receivers for one site in less than one week and prepared the

facility for commissioning. I performed the system equipment upgrade on

the Enhanced Terminal Voice Switch (ETVS) systems with a new computer

system and processing cards at seven U.S. Army airfields in Germany.

Additionally I performed other maintenance task periodically as assigned.

Electronic Engineering Technician III, Lockheed Martin Inc, Tampa,

Florida Jan 04 - Feb 07

Assistant Site Leader for an Air Traffic and Control Maintenance Team

(ATCALS), Kirkuk AB, Iraq, maintaining Air Traffic Control Radar and

Tactical Aircraft Navigation Systems. Maintained and repaired navigation

systems and managed the operation of the facility under contract to CENTAF.

Provided training to personnel, on the operation and maintenance of the

navigational aid, providing support to the flying mission of the coalition

forces over all of northern Iraq. Complete flight inspections under

tactical field conditions; performed adjustments, repairs and alignments of

the systems to pass recertification and periodic flight checks. Maintained

facilities status records, maintenance records and inspection records,

meeting all USAF requirements for ATCALS facilities record keeping.

Replaced existing system with a new system and completed all necessary

inspections to ensure the system meets all flight inspection requirements

for the flying community. Maintained bench stock, technical publications

and associated test equipment.

Field Service Engineer, phoenix x-ray Systems + Services, Inc.,

Camarillo, California Jan 00 - Jan 04

Responsible for the scheduling and installation, maintenance and

owner/operator training of highly complex industrial x-ray systems

extensively used in the semiconductor manufacturing and other industries.

Traveled to customer sites, throughout North and Central America and

performed onsite repairs, often to the component level. I provided 24

hour/7 day telephone support and assistance. The repairs and maintenance

were conducted with customers' requirements in mind for quick restoral and

return to operation of their system in a timely fashion. Accountable for

the ongoing customer satisfaction and support, scheduling of service calls

as required and meeting the customers' immediate service needs. I

conducted comprehensive operator training on the correct maintenance and

operation of a sophisticated x-ray failure-analysis tool and on high-level

real time x-ray imaging methods for best results. Administered company

wide ISO 9000 program, and served in the role as Radiation Safety Officer.

Quality Assurance Engineer, A&D Engineering, Inc., Milpitas, California Jul

98 - Dec 00

Responsible for and managed the quality assurance programs and product

engineering of a 55 million dollar a year company. Evaluated and initiated

corrective actions for reported deficiencies, recommended appropriate

solutions, verified corrective actions. I used my experience as an

electronics technician/trainer to mentor four service technicians providing

repair service for the entire Western hemisphere. Coordinated and

monitored special tasks such as obtaining national and international

certification of measurement devices used in legal for trade purposes.

Evaluated and made recommendations on first article tests of new products

fielded, conducted beta testing of products and produced analysis of

results. Conducted all tasks required for ISO 9000 registration and

implementation, to the scope of registration, including ISO 46001

registration. I developed a customer satisfaction index, used internally

to measure the effectiveness of the company in meeting set goals in

customer satisfaction.

Field Service Engineer, FeinFocus USA, Inc., Agoura Hills, California

Mar 97 - Jul 98

Responsible for the scheduling and installation, maintenance and repair of

industrial real time micro focus radiography (x-ray) systems. Systems

consisted of a high voltage power supply, x-ray-developing tube, CNC remote

controlled robotics systems with computer controlled servo systems. In

addition, repair and servicing of pneumatic control systems, fiber optic

communications, microprocessor controls, state of the art video capture and

image processing systems was required. Provided timely customer service

and problem resolution. Conducted training for the system owner in the use

of digital image processing software and operator/owner maintenance.

Repaired systems to component level and devised effective resolutions to

malfunctions to minimize equipment downtime.

Contractor, Electronics Technician III, GE Spec Consultants, Huntersville,

North Carolina Aug 96 - Feb 97

Maintained and repaired computers and robotic remote controlled devices

used to perform ultrasonic examinations of the welded metals in nuclear

reactors. All repairs to the systems were to the component level. I used

superior mechanical skills to assemble sophisticated tools from blueprints,

drawings, engineering sketches used for highly detailed and accurate

measurements in the reactor core, prior to extensive repair. These

alignment measurement tools consisted of Sony Magnascales and laser

alignment systems. Sole technician on site for the repair of the NDI (non-

destructive inspection) systems used during three separate nuclear power

generating facilities scheduled outages.

U.S. Air Force - Master Sergeant (Retired) Jul 76 - Jul 96

Managed and maintained complex Navigational-Radar-Weather, Air Traffic

Control Systems (ATCALS), supervised, trained personnel and ensured

appropriate maintenance was effectively performed on highly sophisticated

electronic systems critical to flight safety. I repaired systems to the

component level to include analog, digital, and RF circuitry from DC

circuits to satellite frequencies and including mechanical systems. I

maintained repair history, comprehensive equipment documentation and

detailed technical failure analysis of systems. Developed training plans,

applied training techniques and ensured personnel were fully capable and

trained to maintain critical to flight safety ATCALS equipment. As unit

quality control manager, I implemented effective quality assurance

procedures, techniques to ongoing system operations and maintenance

ensuring timely resolution of recurring maintenance issues. Performed

custodial accounting for communications assets located at over 17 remote

locations, 3 local communications sites and the Air Defense Center located

at Tyndall AFB, Florida.

*Managed and directed maintenance activities of over 15 technicians

in three separate work centers.

*Performed duties as 1st Sergeant for a 100 plus personnel squadron

*Managed and maintained navigational and weather systems for 3

separate operational airfields including the

WSR-88 Doppler Weather Radar, the only one of its type in the Air

force inventory at that time

*Installed/commissioned a solid state tactical navigation system

without engineering resources and

personnel using surplus equipment, significantly enhanced flight

safety of US and Honduran Air Force

*Developed training plans, trained personnel, established maintenance

routines/periods for a state of the

art automated weather data distribution system; consisting of Sun

SPARC stations, UNIX mainframe

computer and HF, VHF, UHF, FM Comm systems with encryption devices

for secure communications

*Accounted for and maintained equipment valued at well over $25

Million

*Maintained Tactical Navigation equipment at numerous remote

locations worldwide, sole technician available

*Saved over $40,000 in expenses by performing a self-help equipment

installation for one single system

EDUCATION:

*Community College Air Force, Maxwell AFB, AL, AA Sci., Electronic

Technology; July 1996

*USAF Honor Graduate, Navigational Aids Electronics Course, Keesler

AFB, MS, Mar 1983 (AFCS: 2E172)

*USAF Senior NCO Leadership school, "Advanced management,

supervisory, problem solving course" Jun 1991.

*USAF Air Weather Service, Radar Maintenance Course, Kelly AFB, TX,

Jul 1986

*phoenix x-ray Systems+Services, factory training on X-Ray systems

maintenance and repair, April 2000, Sep 2001

*A&D Engineering, Inc., training in the IBM business improvement

model, performing Voice of the Customer

surveys, group and team dynamics in achieving process improvements.

COMPUTER SKILLS:

Skilled in using computers with Win 9X, XP, Win 2000, NT, desktop software,

operating systems using UNIX, setup of data networking systems and have

completed course work in programmable logic circuits and C+ programming.

Skilled in using data collection programs for maintenance scheduling,

failure analysis and trend analysis processes.

SPECIAL SKILLS:

*Currently hold active Secret security clearance, previous TS/SBI USAF

Sep 77-Aug 83; Secret Aug 83 - Aug 96

*Quality Improvement team leader training, Internal Lead Auditor

Training, ISO 9000

SUMMARY: Over 28 years experience maintaining complex electronic systems.

I have extensive experience with numerous complex electronic systems along

with troubleshooting and performing repairs to the component level. I have

managed electronic/mechanical work centers, repaired critical assets often

to component level and supervised numerous technicians. I performed highly

technical repairs, accomplished maintenance tasks and provided training to

customers' on-site through out the world on state-of-art x-ray inspection

and failure analysis systems. The work was often conducted under harsh

conditions and subjected to frequent verification by both the FAA, and

quality assurance personnel. I am a self-starting, team player with

excellent analytical, problem-solving and interpersonal skills. Effective

oral and written communicator and I speak, read and write German fluently.

REFERENCES: Excellent references available on request

Contact this candidate