Customer Service Engineering

Michael A. Capovilla

*** ********* ******

Sunnyvale, CA 94085

408-***-**** *****************@*******.***

Engineering Technician

Senior Engineering Technician with experience in both Manufacturing Test

and Customer Service Logistics Engineering environments. Extensive

technical experience includes test flow design, test procedure generation,

vendor technical escalation support, metrics generation and analysis, ECO

review, and vendor support. Strong background with computer systems of

various size and complexity, from desktop workstations to large multi-

processor servers, including advanced graphics and attached storage

devices. Demonstrated Project Management experience. Solid understanding

and experience with UNIX and Windows operating systems. Also experienced

with system failure diagnosis, and with component-level troubleshooting of

complex CPU, I/O, and graphics PCB assemblies. Extensive experience using

oscilloscopes, signal generators, multimeters, and schematic diagrams.

Excellent verbal and written communication skills.

Professional Experience

Silicon Graphics Inc., Sunnyvale, California 1991 to 2009

Member of Technical Staff - Manufacturing

> As a Manufacturing Engineer in the SGI Customer Service Logistics

organization, directly responsible for all technical aspects involving

SGI's largest commodity repair vendors. Responsibilities included:

creation and implementation of test flows and test process documentation;

modification of vendor diagnostic scripts; training vendor repair

technicians; repair transition project management; First Article

Inspections; and quality metrics analysis. Implemented cost reductions at

Logistics repair vendors.

> Collaborated successfully with many different functional teams within

SGI, including Product Support, Quality, Purchasing, Planning, Product

Design, and Manufacturing groups.

> SGI certified ISO 9000 Auditor; Engineering team ISO Representative.

Senior Engineering Technician

> Production line technical support and maintenance. As part of the SGI

Customer Service Engineering team, responsible for providing technical

support for three complex product repair lines. Repaired and maintained

test fixtures and environmental chambers. Modified diagnostic test

scripts as needed. Developed web-based repair request process for use by

production personnel.

> Promoted to Production Supervisor, with responsibility for managing a

work group of as many as 15 technicians, testers, and rework assemblers.

Prepared performance and salary reviews. Interviewed job candidates for

both regular and temporary positions. Responsible for daily priority

shipment fulfillment and inventory cycle count accuracy.

> Component level troubleshooting of complex CPU, I/O, and graphics PCB

assemblies. Made extensive use of schematic diagrams, oscilloscopes,

signal generators, and multimeters.

Sun Microsystems, Mountain View, California 1987 to 1990

Electronics Engineering Technician

> Supported multiple R&D projects in Sun Graphics Product Development

Group.

> Assisted engineers in bring-up of four-board medical imaging system for

large OEM customer.

> Set up and maintained engineering lab, including lab servers, lab

network, and debug stations.

> Maintained rework listings for prototype PCB assemblies.

Education

Associate of Science, Electronic Engineering Technology, Heald Engineering

College, San Francisco, CA

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