Customer Service Engineer
Resume:
Anthony Espitia PMP
Leander, Texas
********@**********.***
SUMMARY
. Highly-skilled, results oriented professional offering proven, solid
experience in the areas of Project Management, Customer Service Delivery,
and Engineering Development.
. Experience and operational expertise in the above disciplines spanning
multiple industries, geographies and cultures.
. Proven ability to design and implement business solutions using
structured methodologies and build rapport with clients and team members.
. Able to define, communicate, and fulfill project goals and break complex
issues into definable tasks.
. A recognized leader in handling difficult critical customer issues,
implementing solutions, and tracking and reporting on results.
PROFESSIONAL EXPERIENCE
BOXX Technologies INCORporatED 2007 - 2009
Manager of Engineering and Customer Support - Responsible for the
successful development, testing, deployment, and ongoing support of
Workstation, Render Nodes, and Mobile products in select North American,
European, Latin American, Australian and SE Asian 3D design and advanced
visualization markets.
. Doubled the customer satisfaction rating in less than two months by
identifying, developing and deploying operational improvements to
engineering development, validation, test, manufacturing, and service
processes.
. Decreased call times by more than 50% by designing and deploying call
center enhancements, enabling and empowering agents to provide a
significantly faster, enhanced and more effective customer service
experience.
. Established a core metrics tracking system to enhance the service
experience by creating performance targets and identifying opportunities
to improve, as well as quantify, the customer experience.
. Identified, evaluated and managed a diverse set of relationships with
external vendors, VFX developer communities and application partners to
ensure timely, reliable and consistent service delivery.
. Collaborated with internal groups including finance, sales, marketing,
manufacturing and customer service, as well as outside partners to ensure
a commonality of purpose, goals, timelines and deliverables.
. Acted as a product proponent and evangelist when assisting with business
development efforts within the organization and when working with
external partners.
Temple-Inland (Austin, TX) 2006 - 2007
PlanView Administrator (PMO) - Administered PlanView IT Portfolio
Management suite.
. Administered Planview Project Portfolio Management application suite.
. Generated On-Demand and Crystal Reports for department managers.
. Project managed the successful corporate upgrade of Planview with zero
down-time.
. Provided consistent, dependable delivery of technical support for
internal and external PMO personnel.
. Served as a key resource for multiple projects.
. Configured PlanView WEB and Application servers as well as Oracle, SQL,
and VMWARE servers used to analyze and resolve customer issues.
Planview InCorporated 2005 - 2006
Planview Consultant - Customer Support
. Provided technical support for PlanView Enterprise IT Portfolio
Management suite.
. Configured PlanView WEB and Application servers used for pre and post
sales customer issue resolution.
. Worked directly with software developers on pre-released modules.
. Successfully delivered tangible solutions to customer satisfaction issues
including professional services engagement conflicts, sales issues and
international customer support.
. Primary interface for customers running legacy Planview applications no
longer actively supported by Planview.
SleepMed Incorporated 2003 - 2004
Director of Information Technology - Managed the Customer Support Helpdesk
and LAN and WAN operations
. Project managed the successful upgrade of regional LANs for integration
into the corporate WAN.
. Generated the IT department's policies and procedures, ensuring HIPAA
compliance.
. Managed procurement and service contracts for computer hardware and
software.
. Created request for proposals for WEB site overhaul, helpdesk solution,
new sleep study DB cluster project
. Managed the corporate telephone accounts, PBX systems, and site security
systems.
. Administered the corporation's Enterprise Licensing Agreements.
. Installed and supported XP Professional, Exchange, Blackberry Enterprise
Server, Great Plains, Citrix Metaframe Server, Checkpoint Secure Remote
VPN, MS Office, Project, and Etrust Intrusion Detection System
. Configured and maintained the Ironmail secure gateway, Nokia firewalls,
and the tape backup solution
. Systems Administrator for NT4.0, W2K and 2003 Server
Dell Computer Corporation 2001 - 2003
Development Manager - Managed an electrical engineering design team,
project managers, and multi-disciplinary development teams
. Succeeded in on-time and within budget delivery of Workstation, Desktop,
and Consumer computer products.
. Managed project team in electrical and mechanical design, as well as in
resolution of issues identified in software and hardware test disciplines
and Customer Support.
. Effectively coordinated, managed, and supervised geographically and
culturally disparate teams through complex design, supply, and
manufacturing issues while maintaining focus on project milestones and
timelines.
. Exceeded customer experience primary performance metric (IFIR)
expectations for each new product launched.
. Monitored and controlled all facets of engineering development including
QA and Test.
. Provided feedback to functional managers on extended team members'
performance.
Compaq Computer Corporation 1989 - 2001
(Cumulative time with Compaq includes 6 years with Digital Equipment
Corporation)
Engineering Manager II - Managed Test and Sustaining Engineering Teams as
well as Customer Support team
. Managed the third level customer support team and the Customer Support
center's IT infrastructure.
. Managed the resolution of issues with Desktops, Workstations, Servers,
and Alpha products.
. Achieved industry recognized first in global Customer Satisfaction by
attaining goals for 10 consecutive quarters.
. Project managed the introduction and successful launch of over one
hundred custom peripherals.
. Positions held with Compaq from 1989 to 1995:
o Test Engineering Technician, Support Engineer, Case Manager/Senior
Support Engineer (Trainer), Senior Test/Product Engineer.
. Positions with Digital then Compaq from 1995 to 2001:
o Hardware Engineer, Principal Hardware Engineer, Engineering Manager
II.
EDUCATION and Training
Project Management - St. Edwards University in Austin
Bakersfield College and California State College Bakersfield
Certifications:
PMP (Project Management Institute)
A+
Professional Associations:
Project Management Institute - Austin chapter
References: Furnished upon request
Contact this candidate