Technical Support Technician
Resume:
CRAIG A. DARIEN
Grand Junction CO 81501
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Objective Secure a position which plays to my strengths.
Education BS Bio-Science Mesa State, Grand Junction CO/ San Jose State
University, San Jose, CA.
Minor: Chemistry
Senior Thesis: Effects of Genetic Clocks on Biological Systems
February 2004 - October 2009
Abaxis Inc. Union City CA - Technical Service Lead
o Provide telephone support to our North American customer base on
the operation and maintenance of state of the art product line
in the areas of chemistry, hematology, coagulation, and blood
gas.
o Implemented performance metrics and quarterly review process.
o Launched 24-7 program.
o Brought average hold times from longer than 10 minutes to less
than 30 seconds.
June 2001 - February 2004
DirecTV Broadband, Cupertino CA - QA technician/NOC technician
o Monitor Nationwide Backbone traffic and all Operation Systems.
o Escalate field issues from Level 3 technical support.
Communicated with all US ILEC's and CLEC's (Verizon, SBC,
Ameritech, Bell South, Qwest) at Network level.
o Document and log 100% of all issues escalated to NOC and
escalate to appropriate departments (Operation Systems
Engineering, Network Engineering, CPEM Engineering).
November 1999 - June 2001
Telocity, Cupertino CA - Technical Support Technician/ QA technician
o Third level technical support to our nation-wide customer base
for all DSL/ISP issues.
o Moved to Network Operations Center after 12 months. Interfaced
technical support nationwide backbone providers and Network
Engineering staff.
June 1997 - November 1999
Inhale Therapeutic Systems, San Carlos CA - Research Associate
o Support device and drug development on Insulin team.
o Perform characterization and stability testing of protein and
peptide formulations via UV, HPLC, and gravimetric analysis.
Proficient in Microsoft Office, Mac OS, Adobe Photoshop, Acrobat, Reader
References available upon request
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