Customer Service Engineer
Resume:
Melvin V. Reyes
************@*******.***
Summary
Technical Writer with a strong passion for helping others and a proven
track record in providing high customer satisfaction. Documentation skills
include MS Word, PowerPoint, FrameMaker, Dreamweaver, Acrobat and Visio.
Hands on troubleshooter with solid field service background including
equipment installation, on-site repair, preventive maintenance and customer
training. International business experience.
Education
March 2011 Computer Information Systems Certificate, Coleman University,
San Diego, CA
GPA 3.6
January 1995 B.A. English, California State University Fullerton,
Fullerton, CA
Computer Skills
Operating Systems: LINUX, UNIX, Macintosh, DOS
Computer Languages: JAVA, C#, XML, HTML (including CSS), SQL, PHP
Professional Experience
October 2008 - April 2009 CalAmp Inc., Carlsbad, CA
Wireless data modem provider used in Mobile Resource Management (MRM)
industry for vehicle fleet monitoring, asset tracking for subprime vehicle
lending as well as location base services.
Field Applications Engineer
. Successfully integrated beta version and new product rollout of new
platform used in motorcycle tracking (CalAmp product LMU 1100).
. Provided onsite field service support for upgrading customer's firmware
of over 500 units (Dublin, Ireland).
. Performed drive testing of new products to quantify robustness and
accuracy of GPS antenna and cellular network connectivity.
April 2006 - October 2008 Advanced Medical Optics, Irvine, CA
A world class medical device manufacturer providing laser based corneal and
refractive surgical equipment.
Final Test Engineer (Intralase Division)
. Maintained 100% success rate for Manufacturing Dept's quarterly goals
since 2005 by performing System and Final Testing of laser systems.
. Improved efficiency of production flow in Final Test department by
managing department documentation (SOPs, work instruction and ECOs and
equipment calibration schedule).
. Provided additional technical support such as software upgrade
instructions and corrective action procedures to field engineers and
customer service staff.
Advanced Medical Optics continued
Field Service Engineer (VISX Division)
. Provided technical support to end users of Lasik surgical systems
(excimer laser) via on-site service repair, preventive maintenance and
sales support
. Performed site survey and system installations for new laser equipment
and facilities
. Managed field service account that consisted of over 24 systems in five
states within the Southeast region of the USA (FL, AL, MS, LA and GA)
October 2000 - February 2002 AirFiber Inc.,San Diego, CA
A manufacturer and provider of broadband wireless networks that
incorporated free space optics (FSO) used in metropolitan area networks and
disaster recovery environments.
Field Service Engineer
. Successfully demonstrated viability of FSO wireless system by deploying
and commissioning networks in over six countries.
. Ensured customer satisfaction by performing customer acceptance test of
networks prior to handing off network control to service
provider/carrier.
. Improved quality of customer service within Field Service Department by
developing a Field Service Bulletin and Technical Support knowledge base
to manage, schedule and resolve service calls.
March 1998 - October 2000 Cymer Inc, San Diego, CA
A world class laser manufacturer that provides the light source used in
wafer fabrication in the semiconductor industry.
Process Engineer
. Automated data acquisition and online help system for laser test dept
that shortened system test cycle time and reduced data entry errors.
. Maintained continuous improvement process by creating and managing work
instructions and test procedures for Final Test department
. Assisted in meeting production goals by performing system and final test
on excimer laser systems.
July 1996 - March 1998 Symitar Systems Inc, San Diego, CA
Software developer whose product is the leading platform for operating
systems used in Credit Union industry.
Technical Writer
. Improved customer support by designing and migrating company's text based
user manuals to an online format.
. Assisted in maintaining high product quality by performing QA testing of
beta system platforms to detect and identify possible software bugs prior
to software release. Prepared and authored software release notes.
. Created instructional material used in corporate training curriculum.
References
Available upon request
Contact this candidate