Engineer Technical Support
Resume:
Robert W. Kelley Customer Service Engineer
Portland, Oregon 97229 3237
**************@*******.***
QUALIFICATIONS
• Customer Retention Representative.
Provide customers with information concerning store closures and
associated policies. Collect customer data and submit for refunds.
Technical Support Representative. Trained and provided support on Vital Sign Monitors :
•
Propaq CS, Propaq Encore, Propaq LT, Micropaq, VSM300, and Atlas. Completed sales
and repair orders utilizing SAP.
Technical Support Engineer. Trained on Allegro, Simon,
•
Concord, and Networx Series Security Panels; associated wired, wireless, and
motion sensors; 2 wire and 4 wire smoke detectors.
• Certified as a Quality Service Technician on Lion, Bobcat, and Margay displays. Qualified
as installer and trainer on Coolsign digital signage software.
• Consultant to Union Switch & Signal – completed project in Copenhagen, Denmark to re
configure a fiber optic network controlling the Metro Train to enhance reliability and
increase performance.
• 6 years providing technical support to customers and engineers in maintaining,
configuring, installing, and troubleshooting complex voice and data communications
networks.
• 6 years maintaining 104 node fiber optic network at McDonnell Douglas in Long Beach,
California as onsite engineer. Designed and implemented upgrade to their backbone fiber
optic network, increasing revenue by $300,000.
• 3 years advising client engineers in maintaining and troubleshooting their data
communications network for the County of Riverside, California. Designed and
implemented upgrade from 16 node to 65 node statistical multiplexer network.
EMPLOYMENT
October 2009 – March 2010 KellyIT\Hollywood Video
Answered inbound customer inquiries; provided information concerning store
locations, closures, and policies. Collected customer data and submitted it for refunds. Helped
customers locate and transfer accounts to open stores. Called customers to inform them of
pending closures and explained their account credits and options. Helped train and monitor new
agents.
March 2009 – May 2009 KellyIT\Welch Allyn
Provided technical support for a variety of Vital Signs Monitors. Completed sales and
repair orders using SAP. Documented equipment use, malfunctions, and patient impact in
SAP according to Federal guidelines. Assisted customers in understanding the operation,
maintenance, and application of various vital signs monitoring devices such as non
invasive blood pressure, temperature, pulse, and oxygen saturation.
November 2007 – February 2008 ID Technology
Installed, troubleshot, and maintained applicator, marking, and barcoding systems for
commercial applications. Assisted regional salesperson on site visits and demonstrations.
Set up, monitored, and tore down display and equipment at an annual trade exhibition.
February 2007 – November 2007 GE Security
Provided technical support to dealers, installers, and technicians on
Concord, Simon, Networx, and Allegro security panels, and associated
intrusion, fire, and panic sensors and detectors. Assisted dealers and
distributors in selecting the correct equipment and sensors for particular
applications. Helped train and monitor new technical support reps.
July 2005 November 2006 Clarity Visual Systems
Provided technical support to end users and resellers on Clarity displays –
Margay, Puma, Bobcat, Baycat, Tigress, and Wildcat models, and Coolsign
digital signage. Installed and troubleshot Clarity displays and Coolsign
networks at customer sites and educated clients on their use. Provided
support to Sales for demonstrations and presentations. Assisted
manufacturing in upgrading, diagnosing, and repairing digital signage.
2004 (January – May) Solectron
Provided technical support and assisted clients using tax software. Provided
technical support for corporate laserjet printers. Helped end users understand
operation of printers. Diagnosed printer problems and determined the
proper part and part number to correct the problem.
2003 (February – March) Union Switch & Signal
Acted as technical consultant to enhance performance and increase reliability
of the fiber optic network that controls the Metro Train in Copenhagen,
Denmark. Measured light propagation to determine cause of intermittent
failures. Implemented project to correct deficiencies. Installed new equipment
to extend network to new spurs.
(May – July) Intellimark
Completed project to inventory and document networking equipment for
client offices in Oregon and Washington.
1991 2002 Kentrox
Provided technical support via phone and email concerning DS0, DS1, DS3,
Asynchronous Transfer Mode, Frame Relay, and fiber optic telecommunication
networks. As onsite engineer maintained 104 node fiber optic network for
McDonnell Douglas in Long Beach, California. Submitted weekly plan to move
or add equipment while minimizing impact. Estimated time to implement and
backup plan to return equipment to original state in the case of new
equipment failure. Was available 24 hours a day, seven days a week, to
respond to emergency situations. Monitored network for proper operation
and offered remedies to keep data flow at optimum levels.
1984 1991 Codex Corporation
Maintained network of modems, CSU/DSUs, and statistical multiplexers for
The County of Riverside, California as onsite engineer. Designed and
implemented growth of their network from 16 to 65 multiplexer nodes.
Programmed network management system. Advised 45 Codex field
engineers in configuration, installation, and troubleshooting of complex
communication networks.
EDUCATION
Certified as Qualified Service Technician for Clarity Visual Systems on Margay, Lion, and Bobcat.
Qualified to install and train on Coolsign digital signage.
Certificate in Photonics, California State University at Long Beach.
Electronics Management classes, Southern Illinois University at Riverside, Ca.
Mandarin Chinese, Los Angeles Community College, Ca.
Computer Science, Broome Technical Community College, N.Y.
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