Engineer Customer Service
Resume:
Rick Sharp
Oklahoma City, Oklahoma 73117
Home: 405-***-****
Cell: 405-***-**** Email: ****-*****@*******.***
SUMMARY
Experienced and innovative Computer Networking and Biomedical Laboratory Equipment
professional with extensive experience in Network Administration and Medical Diagnostic
Imaging equipment repair. Extensive experience in PC, electronic, hydraulic, pneumatic, air
conditioning, and mechanical repair. Strong interpersonal skills, results oriented, and dedicated
to cost effective business solutions and customer satisfaction.
SKILLS
Installation and management of Novell, UNIX, XP, and Win2000 based networks.
Repair and installation of endoscopy and surgical laboratory equipment.
8+ years experience with HIPPA, and hospital rules and regulations, biomedical repair,
troubleshooting, and installation.
ADP Certifications in UNIX, WinNT Server, Cisco Networking, Alpha Server, Legacy Devices,
Windows 9x, and Computer Environmental.
15 years experience in Mainframe, printer, PC, dumb terminal, and telecommunications repair
and installation.
8+ years experience in business machine and medical laboratory equipment repair, 25+ years in
electromechanical, hydraulic, pneumatic, repair. (i.e. miniature mechanical overhaul and printed
circuit board repair.)
2+ years in High Voltage AC repair and installation.
Advanced MS Applications, Word, Excel, Outlook, Front Page, and Power Point.
Completion of Cisco CCNA program, Knowledgeable in Cat5 and EIATIA standards.
4+ years electronic circuit board to component level repair.
Advanced Customer Communications and Support.
Programming skills in Assembler, Fortran, Pick, Unix, Basic, Pascal, Cisco Command Line
Interface, and DOS.
WORK EXPERIENCE
GE HEALTHCARE INC., Oklahoma City, OK 2007 - 2009
Field Service Engineer/CT
Responsibilities include
Completing Preventative Maintenance on designated equipment . Managing repair parts cycle
times. Performing Functional Management Inspections. Maintaining customer service logs and
internal service records. Maintain daily communications with customers to ensure resolution and
proper follow-up, leading to customer satisfaction. Maintaining tools and test equipment
properly and ensuring they are calibrated. Meeting Health and Human Services and Environment
Health and Safety requirements. Managing vendors service delivery processes in compliance
with GE Healthcare policies. Utilizing the escalation process to resolve customer service
delivery issues and conducting root cause analysis that will lead to effective problem solving.
Participating in sales opportunities such as contract renewals and assist with promoting and
implementing revenue programs. Working as a member of the local team to provide efficient
service delivery to all accounts with assigned area.
OLYMPUS AMERICA INC., Irving, TX 2001- 2007
Field Service Engineer II
Duties included sales support, installation, troubleshooting, and repair of Olympus, IBM, and
Medivator medical and sterilization products. Olympus is an IBM business partner. Performed
all paperwork associated with the position, and upkeep of company vehicle (i.e. field and
expense reports). Coordinated with sales, hospital representatives, training department, and area
service manager on the installation, repair, and upgrades of mission critical computer
applications, files, databases, computer networks, gastroenterology, and surgical labs. Supported
Oklahoma, Dallas, and any additional territories when needed. (i.e. TX, KY, TN, MO, IL, KS,
AK). Trained hospital staff on the care, handling, storage and sterilization of Olympus products,
Medivator disinfectors, also the use of Olympus mission critical applications, and support of
PCs and client/server networks. Supported the Technical Assistance Center (TAC) as a CSR,
both onsite in Melville, NY and over Olympus's VPN network. Sold and quoted service
contracts, PM’s, and repairs.
AUTOMATIC DATA PROCESSING, Oklahoma City, Oklahoma 1986 – 2001
Sr. Field Engineer
Started as Associate Engineer, promoted to Field Engineer and Sr. Field Engineer. Duties
included sales support, installation and repair of mainframe, support peripherals, and large
LAN/WAN computer networks in a TCP/IP hybrid environment. Responsible for the project
to install VPN network to Chicago office. Built OKC office peer-to-peer network. Coordinated
with sales, account executives, and clients, in the layout, design, scheduling, and installation of
clients computer networks. Trained clients, and new service personnel. Onsite and remote
repair of laser, and dot matrix printers, McDonald Douglas, Motorola and Compaq mainframes,
client/server networks, Cisco networking, and other telecommunication devices, satellite uplinks,
ISP, RF hand held scanners, CSU/DSU, ATM, 56k, T1, Frame Relay, Optical WORM and CD
SCSI cabinets, jukeboxes, fiber optic and phone multiplexers, and UPS's. Won “Employee of
the Year for high Client Satisfaction” among all field engineers in North America, as well as
multiple letters of commendation from management and sales.
ZENO COPY SYSTEMS, Oklahoma City, Oklahoma 1982 – 1986
Shop Manager
Started as Associate and promoted to Field Service Representative and Shop Manager. Duties
included circuit board component level repair, machine overhauls, training new employees,
technical support for 12 technicians. Client phone support. Was working on project to build
printed circuit boards for resale before leaving. Prepared demo machines and occasional onsite
service of problem machines. 4+ years business machine repair. Repairof hydraulic, pneumatic,
and miniature and large mechanical devices. Zeno Copy Systems is no longer in business.
EDUCATION
Oklahoma City Community College – Oklahoma City, Oklahoma
Associates Degree in Electronic Engineering Technology - 1985, Certification in
Computer Science -2001
137 college hours with a 3.76 GPA.
Won Deans Award for “Academic Achievement in Computer Networking", ADP “Employee of
the Year” for high customer satisfaction.
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