Engineer Customer Service

JEFF DEFABIO

***-**** ****** ( Richmond, California 94804

(h) 510-***-**** (c) 510-***-**** ( ******@*********.***

PRODUCT SERVICE ENGINEER ( IT SPECIALIST ( NETWORK ENGINEER

Pragmatic, multifaceted, technology specialist leading IT projects, network

development, troubleshooting and strategic planning. Repeated success

guiding sizeable, cross-functional teams in the launch of leading-edge

technical solutions. Seasoned in setting up, upgrading, and repairing

diverse systems within budget, time and scope. Quick in learning cutting

edge software, hardware, networking and assimilating client and corporate

requirements. Passionate achiever with 20+ years distinguished technical

and engineering experience.

Technology Deployment ( IT Project Management ( Strategic Planning (

Malware Removal ( Maintenance

Hard Drive Cloning ( Routers/Firewall Installation ( Windows/Office

Programs ( Customer Service

Resource Optimization ( Team Management ( PPPOE ( POP Mail ( DSL/Cable/Dial-

Up Networks Programming ( IT Solutions Strategy ( Risk

Mitigation/Management ( Product Rollout ( DOS Commands

Proprietary Software ( Speech Recognition Software ( HP

Workstations/Servers ( MCSE ( Novell

PROFESSIONAL EXPERIENCE

Medquist, Inc, Mt. Laurel, New Jersey ( 1983-2009

Leading US provider of medical transcription software technology and

services, enabling health systems, hospitals and group medical practices to

efficiently manage clinical documentation workflow.

Product Service Engineer

Began with company fixing and maintaining all types of office technology as

they came into the market including dictation equipment, advanced copiers,

multi-use fax machines and multi-line telephone systems. ? Promoted rapidly

to areas of increased responsibility, constantly learning cutting edge

technical maintenance and repair of diverse resources. ?Troubleshoot and

work with clients both in-house and remotely to resolve technical issues. ?

Performed in-depth analysis of connectivity problems. ? Spearheaded

critical data recovery during emergency situations, successfully bringing

back vital client data. ? Self-taught on optimal methods of installation,

service and maintenance. Championed preventative maintenance making sure

future problems didn't occur. ?Aided in fixing diverse proprietary software

such as speech recognition programs.

Notable Accomplishments

. Charged with oversight and service of diverse technical equipment valued

from $10K- $300K.

. Worked with medical personnel to identify and resolve issues and ensure

100% client satisfaction.

. Recruited to aid new division focusing on hardware/software for creation

and transcription of medical records.

. Teamed with multiple in-house departments dealing with product

availability and requirements, streamlining communication and helping

customers to gain timely, accurate information.

. Worked on-call, providing key emergency services for multiple hospitals

and clinics.

Technical Enhancements

. Kept current on IT resources and tools, upgrading hardware, software,

CPUs, fans memory chips, firewalls and optical drives.

. Installed and repaired routers, programs (including Windows and Office),

operating systems, drivers and accessories such as printers.

. Found and removed viruses, trojans, worms, spyware and various types of

malware, ensuring top security and that systems ran at optimal levels.

. Set up and administered DSL, cable and dial-up connectivity.

. Installed PPPOE and POP mail systems.

JEFF DEFABIO ( Page 2 ( ******@*********.***

EDUCATION

Associate in Science ~ Electronics Technology

Contra Costa College, San Pablo, California

Diploma ~ Computer Technology

Control Data Institute, San Francisco, California

CERTIFICATIONS

A+

Network +

Server +

Security +

MCSE

Novell

HP Workstations/Servers

TECHNICAL KNOWLEDGE

TCP/IP, DHCP, DNS

IP Addressing

Telephony andNetwork Cabling

Wireless 802.11

LAN/WAN

Windows and Office Programs

DOS commands

PPPOE

POP Mail

Data Recovery

Systems and Hardware from Dell, Compaq, HP, Sony, Gateway, Toshiba,

Fujitsu, IBM

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