Customer Service Technician

Shawn P. Marra

*** ****** ***.

Jersey City, NJ 07302

Cell # 201-***-****

DSN: 318-***-****

***********@*****.***

QUALIFICATIONS

. Military Electronics

. Customer Service Oriented

. Leadership and Supervisory Skills

. Skilled Electro-mechanical Technician

. Work well with out direct supervision

. Utilizes office computer systems including Excel, Word, and E-mail

. Active SECRET security clearance

WORK EXPERIENCE

Team Lead, L-3 Communications IS/JOG, Afghanistan / Iraq

Jan 2010 - Present

. Work in conjunction with local military command to determine equipment

requirements and operational status for OIF AOR

. Support fielding of new ECM systems as well as all upgrades and updates

of new and legacy systems

. Participate in meetings with FSR's and Military Leadership as required to

ensure ECM system readiness

. Compile and submit all L-3 and Government reports as required

. Comply with all taskers from L-3 Corporate and Military PM Management

team

. Travel to FOB's as required to performed system installation, operation,

diagnostics/troubleshooting, and repair for ECM systems within AOR

resulting in decreased downtime of equipment and increased protection of

the war fighter

. Knowledgeable in understanding of ECM systems designs, field testing, and

electro-mechanical maintenance analysis to include pre-convoy, post

mission fault isolations, and problem solving techniques.

. Analyze and provide solutions to complex ECM issues leading to increased

mission readiness

. Experienced in working with electronic testing equipment. (ie. Spectrum

analyzers, Signal generators, and oscilloscopes).

. Test cable communication systems to ensure circuit system quality to

detect and locate line faults

. Travels between assigned FOB's to perform assigned duties

. Train and supervise soldiers on ECM installation, operations and PMCS

Country Operations Manager, Computer Sciences Corp., Afghanistan

Jun 08-Sep 09

. Supervise 50+ CSC and CSC sub-contract Field Service Reps (FSR) and

Logisticians (LOG)

. Direct in-country movement and work assignment locations of FSR and LOG

personnel

. Instrumental in directing and managing fielding of over 1600 new ECM

systems (MMBJ 2.1 and CVRJ)

. Work in conjunction with local military command (JTF Paladin) to

determine manning and equipment requirements for OEF operations

. Participate in conference calls and VTC's with Stateside reps of PM CREW,

PMS-408, as well as ECM system manufactures and program officials to

determine specific needs and report on system reliability issues

. Participate in all staff meetings and FSR/LOG gatherings with local

command

. Compile and submit all CSC and Government reports as required

. Comply with all taskers and conference calls from CSC Corporate and Iraq

Management teams

. Travel to FOB's as required to meet with local military leadership and

review FSR performance

. Maintain vacation/leave requests and tracking log for all CSC and CSC sub-

contractors in theater

. Assist local command to analyze and resolve all FSR/LOG personnel and

equipment issues

. Schedule training for incoming personnel (FSR, EWO and Soldiers)

Brigade Field Service Representative, Computer Sciences Corporation,

Afghanistan 2006-2008

. Support initial fielding and testing of DUKE counter intelligence remote

controlled improvised explosive device electronic warfare system.

. Performed system installation, operation, diagnostics/troubleshooting,

and repair procedures for all ECM systems in theater resulting in

decreased downtime of equipment and increased protection of the war

fighter.

. Knowledgeable in understanding of ECM systems designs, field testing, and

electro-mechanical maintenance analysis to include pre-convoy, post

mission fault isolations, and problem solving techniques.

. Analyze and provide solutions to complex ECM issues leading to increased

mission readiness

. Experienced in working with electronic testing equipment. (ie. Spectrum

analyzers, Signal generators, and oscilloscopes).

. Test cable communication systems to ensure circuit system quality to

detect and locate line faults

. Travels between assigned FOB's to perform assigned duties

. Train and supervise soldiers on ECM installation, operations and PMCS

. Assists Military EWO's with equipment, training and data collection

Lead Field Service Technician, Qualex, Inc., Fairfax, VA.

2005-2006

. Analyzed and resolve photo lab equipment issues at customer locations to

reduce downtime

. Assist in work assignment designations for junior technicians

. Maintain multiple types of Photo Lab equipment utilizing skills in

electro-mechanical, photo chemicals and electronics to ensure uptime

goals met

. Service PC based Kodak digital photo kiosks to include connectivity to

Photo Mini-Labs

. Provided training, supervision and technical assistance to other

technicians

. Involved in weekend supervisory on-call rotation and work load

distribution

. Maintained service vehicle, tools, inventory, and expense account

District Technical Coordinator, Qualex, Inc., Durham, NC.

2000-2005

. Assisted District Manager in day-to-day operations and supervision of 45

personnel

. Assisted Technicians and Customers with technical and logistical concerns

of photo lab equipment and supplies

. Work with call center personnel to resolve customer issues

. Work with District Technical Supervisors to identify and correct

technician and customer issues

. Maintain District parts inventory

. Approve and assist in technician parts acquisition

. Monitored and assigned workload among 40 technicians

. Involved in weekend supervisory on-call rotation and work load

distribution

. Utilize company computer systems for service call and technician

monitoring, parts ordering, time keeping, reporting, and communications

. Maintained work and time off schedules

Installer, Qualex, Inc., Atlanta, GA

1998-2000

. Install, upgrade and start up photo labs across the country, utilizing

skills in electro-mechanical, photo chemicals, and electronics

. Install, upgrade and start up PC based digital photo kiosks

. Assist field service technicians when assigned to do so

. Maintained expense account and company vehicle

. Coordinated travel each week

. Trained and Supervised new installers as required

Sr. Field Service Tech, STERIS/AMSCO, Winston Salem, NC / Atlanta, GA

1993-1998

. Installed, analyzed and resolved medical equipment issues to increase

uptime

. Equipment consisting of OR tables, OR lights, Sterilizers, Washers, Steam

Generators and all other company products

. Utilize skills in plumbing, electrical, mechanical, hydraulics, and

electronics to include PLC controls

. Maintained expense account, company vehicle, test equip. & tools

. Worked in assigned territory as well as assist in other territories

MILITARY SERVICE

Guidance and Control Technician, U.S. Air Force, Stationed Worldwide

1982-1992

. Analyze and resolve aircraft avionics systems issues to include all

system components and wiring to effectively increase mission readiness

. Scope of Avionic systems maintained include Autopilot, Instrumentation,

Navigation and Flight Controls also limited Communication and Radar

system knowledge

. Utilize appropriate TO's, tools, and specialized test equipment (system

specific and electronic testers such as multimeters, spectrum analyzers,

and oscilloscopes)

. Work C-5A & B, C-141B, C-130E, C-9, KC-10, WC-135, UH-1 platforms

. Assist in analyzing and resolving issues of numerous aircraft systems

including Hydraulics, Engines, Environmental, Crew Chief servicing, as

well as other Avionic systems

. Participate in chemical warfare and nuclear disaster exercises

. Go on TDY for mission support and aircraft recovery

. Supervised and trained new personnel

. Served in support of Dessert Storm while stationed in Germany

. Achievement Award 1991

Guidance and Control Technician, Tennessee Air National Guard, Knoxville,

TN 1994-2004

. Analyze and resolve aircraft avionics systems issues to include all

system components and wiring to effectively increase mission readiness

. Scope of Avionic systems maintained include Autopilot, Instrumentation,

Navigation and Flight Controls also limited Communication and Radar

system knowledge

. Utilize appropriate TO's, tools, and specialized test equipment (system

specific and electronic testers such as multimeters, spectrum analyzers,

and oscilloscopes)

. Participate in chemical warfare and nuclear disaster exercises

. Work KC-135E aircraft platform

. Go on TDY for mission support and aircraft recovery

. Activated in 2003 to support Operation Iraqi Freedom

. Attained 7-level and promote to E-6

. Retired & Honorably discharged Jan. 2004 with 21 years of total military

service

. Achievement Award 2004

EDUCATION & TRAINING

. GED 1984 while stationed at Travis AFB CA.

. A+ hardware & software class, completed 2005, Durham Technical College,

Durham, NC

. Military Electronics Training, including test equipment such as

Multimeters, freq. meters, and spec A

. Aircraft Avionics and Guidance systems

. STERIS/AMSCO factory training, steam sterilizers, OR tables, OR lights,

washers

. Qualex/GRETAG 320/340, 740 & Master flex tech training

. Qualex "Train the Trainer" course

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