Customer Service Engineer
Resume:
ANGELO BOUYOUKAS
Harvard, Illinois 60033
******.*********@***.***
SUMMARY
Innovative, results-oriented configuration management professional with ten
years experience and proven success in the telecommunications industry.
Experienced in Clearcase, from creating views to merging and config spec
editing, defect tracking in Clearquest, release coordination and project
management. Background includes leading process improvement initiative
within department to improve cycle time and quality, therefore reducing
cycle time by 60% and escaped defects to zero. Demonstrated ability to
acquire technical knowledge and skills rapidly. Recognized for strong
analytical, problem solving and mentoring skills. Works well in a fast-
paced, team-oriented environment. Committed to product excellence and
customer satisfaction.
TECHNICAL EXPERIENCE
Software: Perl, HTML, Visual Basic, SQL, Make
Operating Systems: UNIX, MS Windows (9X, 2000, NT, XP, Vista)
Applications: Clearcase, Clearquest, DOORS
PROFESSIONAL EXPERIENCE
Ipod Rx, Harvard, Illinois November 2009 to Present
A sole proprietorship launched with the intention of providing repair and
refurbishing services to the Apple iPod, iPhone, and iMac user community.
Our goal is to provide fair-priced services and complete customer
satisfaction.
Owner
November 2009 to Present
Providing repair and refurbishing services to customers, along with top-
notch customer service. Handle all duties such as repair/refurbishing,
customer service, sales, and ordering.
. Started business as a hobby, developing the skill set needed to repair
Apple Ipods and Iphones
. Responsible for all repairs and refurbishing, including diagnosing
issues, providing resolutions, generating estimates, contacting
customers, sourcing repair parts and performing all repairs
. Generate advertisements and promote business. Approach local
businesses about offering repair and refurbishing services to their
customers. This provides local business owners opportunity to expand
clientele by offering value-added services and generate income.
. Launched an eBay business providing refurbished Apple products at
auction. This involved creating auction listings, photographing items
for auction listings, monitor auctions, respond to questions,
collecting payment, shipping product and handling any other issues.
Motorola, Inc., Schaumburg, Illinois February 1993 to January
2009
A Fortune 100 company; Leader in design and manufacturer of
telecommunications products for government, industrial, commercial and
consumer markets.
Senior Software Engineer, Arlington Heights, Illinois
September 1998 to January 2009
Led software configuration management (SCM) team for CDMA division to
provide our customers with quick-turnaround and defect-free software
deliverables as to not impact customer scheduling commitments.
A. Bouyoukas Page 2
. Reduced cycle time by 60% and escaped defects from 2% to zero for
software packages delivered to customers through streamlining of build
process and automating most user intervention in packaging process.
This involved gathering metrics on current process to determine
problem areas, generating software plans, requirements, design,
writing code in Perl, generating SQL queries to gather metrics, test
planning, integration builds and deployment. Received BRAVO award for
zero defects in 2008.
. Functioned as a Clearquest data administrator for CDMA. This involved
responding to trouble tickets opened by users, such as for editing
records, adding functional areas, creating queries, troubleshooting
reporting issues and repairing incorrect links within baselines.
Critical SRs would require root cause analysis and documented
corrective action. I would personally field approximately 20 tickets
per week along with my other duties.
. Functioned as release coordinator for SCM team across several
different releases, attended CCB (change control board) meetings and
scheduled build group resources to meet customer commitments.
Depending on where the release was in its lifecycle, we would receive
as many as 10 packaging requests per week per release and as many
build requests. We typically had at least 3 concurrent releases along
with specific feature releases.
. Performed official system builds for CDMA using Clearcase. Our SCM
team fielded over 500 builds per year on average along with our other
duties. I personally completed approximately 200 builds per year on
average for our various subsystems in concert with performing
packaging and functioning as release coordinator and Clearquest data
administrator. This process involved performing merges to a designated
mainline, editing the config spec, creating views and labels, applying
labels and locking to prevent unauthorized check-ins.
. Performed integration builds for SCM-specific scripts build. I
personally handled all of the SCM-specific builds which amounted to
about one per month. This involved creating branches, check-out and
check-in of code, performing code merges and resolving merge
conflicts, labeling, locking and test of integration build prior to
merging to a designated mainline.
. Performed packaging of builds in accordance to specifications set
forth by release and deployment managers. Our SCM team fielded over
320 packages per year on average. I personally completed
approximately over 100 per year on average in concert with performing
system and integration builds and functioning as release coordinator
and Clearquest data administrator. This involved verifying request,
compiling build executables and specific scripts, reversioning
objects, generating contents file and auditing packaging procedure
prior to announcing completion.
. Strengthened expertise within group by training and mentoring current
team members to build understanding of configuration management
processes and procedures. Trained at least 10 different engineers on
a variety of software build and packaging procedures.
. Coordinated effort to transition CDMA division to new inspection tool
with minimal impact by meeting with leaders of different departments
and providing training sessions to individuals affected by the
transition. This resulted in a smooth transition to the new
inspection tool with minimal resistance from users of the retired
inspection tool.
. Created procedure and software tool for labeling software deliverables
generated by SCM group. Results were professional-looking labels and
reduced cycle time versus handwriting labels.
. Received BRAVO award from CDMA project management for above and beyond
effort in meeting customer commitments. This was earned by working
odd and long hours during evenings and weekends with extremely short
notice over a period of six months in order to meet customer
commitments.
Software Engineer, Arlington Heights, Illinois
March 1997 to September 1998
Worked in software subcontractor management group for CDMA as an interface
point between Motorola and third-party software vendors identifying
scheduling and defects
. Managed third-party software deliverables consumed by CDMA, from
defect tracking to scheduling commitments.
A. Bouyoukas Page 3
. Led weekly status meetings with vendors, communicating issues and
concerns. Also communicated were resolutions to issues and expected
timeframe for resolution.
. Provided bi-weekly status reports to management as to outstanding
issues and expected resolutions to issues.
Communication Technician, Harvard, Illinois
February 1993 to March 1997
Worked on the production line for Motorola's cellular phones functioning as
the lead technician for the shift, monitoring factory DPU (defects per
unit), troubleshooting and repairing cellular phones.
. Developed Visual Basic application to setup tests on units through a
PC
. Generated weekly reports for management showcasing common defects
found and frequency of defects. Data was presented to vendors to
improve component quality.
. Experienced in SMT repair techniques.
. Mentored technicians and line workers by explaining process, test,
inspection or equipment operations and procedures.
. Interviewed technician candidates and provided feedback to management
for hiring decisions.
. Received training on empowerment and Six Sigma quality.
Intrinsic Quality, Inc., Rolling Meadows, Illinois August 1990 to
February 1993
A provider of cost-effective and quality guaranteed in-circuit and
functional test solutions for Genrad, Teradyne and Agilent ATE systems.
Test Engineer, Rolling Meadows, Illinois
August 1990 to February 1993
Developed both in-circuit and functional test software for Genrad test
equipment.
. Developed structured in-circuit and functional software and hardware
to test production circuit boards.
. Debugged test software and hardware and verified validity of tests.
. Prepared complete documentation packages for software and hardware.
. Structured code development emphasized.
EDUCATION
Bachelor of Science in Electronics Engineering Technology
DeVry Institute of Technology, Lombard, Illinois
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