Customer Service Technician

JOHN THORNTON

**** ****** ******* * Eau Claire, WI 54703

715-***-**** * ********@*******.***

QUALIFICATIONS

Experienced Electronics Technician with ability to perform multiple

tasks and meet critical deadlines. Versatile team player with ability

to incorporate new concepts and interact with all levels of

professionals. Seasoned professional with comprehensive experience

and achievements in diverse manufacturing arenas, including machined

parts, fabricated parts, and testing programs.

PROFESSIONAL EXPERIENCE

Building and Testing

> Installed PC's, servers, printers, and kiosks, for various small

businesses throughout western Wisconsin on a contract basis.

Currently installing PC,s and printers for IS department at

hospital, Luther Midelfort

> Tested and debugged high-end supercomputers in production test

department and debugged Broadband RF circuits using Spectrum and

Network analyzers

> Built prototype test beds used for characterizing, testing and

debugging newly designed CODECS, AD / DA converters and Ethernet

IC's

> Manipulated test vectors to find Min / Max timing measurements for

various parameters of new IC's

> Verified results using Logic Analyzers and wrote macros in Excel to

display results

> Concentrated experience in broadband video amplifiers, high voltage

deflection amplifiers, and high speed switching circuits

> Gained experience reading schematics and the use of test equipment

assisted other technicians in fault isolation on the component

level

Customer Service

> Provided technical support for telecom and internet customers using

online diagnostic tools to troubleshoot telephone and internet

modems

> Scheduled work orders as needed, set up new accounts for Cable,

Phone and internet, and handled billing issues

> Adjusted or modified equipment to enhance equipment performance or

to respond to customer requests

> Answered user inquiries regarding computer software or hardware

operation to resolve problems

> Resolved customers' service or billing complaints by performing

activities such as exchanging merchandise, refunding money, and

adjusting bills

> Kept records of customer interactions and transactions, recording

details of inquiries, complaints, and comments, as well as actions

taken

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JOHN THORNTON

2725 Sonoma Parkway * Eau Claire, WI 54703

715-***-**** * ********@*******.***

Problem Solving

> Identified and resolved equipment malfunctions, worked with

manufacturers and field representatives as necessary to procure

replacement parts

> Adjusted and replaced defective or improperly functioning circuitry

and electronics components, using hand tools and soldering iron

> Used test programs to troubleshoot various system failures with

memory, graphics, power supplies, and operating systems

> Discovered several hardware problems with new rev modems that

resulted in ECO to existing design

> Used GenRad in circuit test equipment and functional testers to

troubleshoot multiple types of surface mount through hole boards

for various companies including Motorola, IBM, and Compaq

> Assembled, tested, and maintained circuitry or electronic

components according to engineering instructions, technical

manuals, and knowledge of electronics, using hand and power tools

> Read blueprints, wiring diagrams, schematic drawings, and

engineering instructions for assembling electronics units, applying

knowledge of electronic theory and components

EDUCATION

> Associate of Applied Science, Chippewa Valley Technical College,

Eau Claire, WI. GPA 3.72

> Completed course work in C, Pascal, Chemistry, Philosophy, Austin

Community College, Austin, TX

> Completed course work in Computer networking, Chippewa Valley

Technical College, Eau Claire, WI

WORK HISTORY

Installation Technician Luther Midelfort

2010-present

Enumerator US Census Bureau

Spring 2010

Customer Service Representative GSI Commerce

Seasonal-2009

Customer Service Representative Charlton Group

2008-2009

Process Specialist Hutchinson Technology

2005-2006

Installation Technician Pomeroy IT Solutions

2003-2005

Engineering Technician SGI Corporation 2001-

2003

Technician 111 ADC

Telecommunications 1996-2001

Engineering Technician Cirrus Logic

1993-1996

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