Customer Service Technical Support

SEAN HYACINTH

*** ***** ***** • Fairburn, GA ****3 • 386-***-**** • ****.********@*****.***

Professional Summary

An energetic and motivating leader with proven ability to effectively manage both personnel and

projects. Demonstrated success in troubleshooting, modifying and repairing electronic circuits.

A self starter and strong independent worker with experience in manufacturing, laboratory and

call center environments. Excel at analyzing products and procedures to generate new ideas to

improve efficiency and production quality. Highly adaptable to ever changing circumstances. A

key member in any team developing and executing strategic business plans.

Skills

Employee & Customer Training Healthcare & Medical Device Automation

Needs analysis & content creation FMEA (failure mode and effect analysis)

Strong IT background Protocol development & execution

Customer service Technical Writing & S.O.P. management

2nd & 3rd level Technical Support

Pharmacy & Bio-engineering

Strong troubleshooting skills FDA Regulations

High Reliability Soldering Supply Chain Management/Inventory

Field Service Technical Support

GMP (good manufacturing practices) Forklift Operation

Shipping & Receiving

Computer Skills

Microsoft Office SalesLogix (CRM)

TCP/IP Remote Connectivity (PcAnywhere/Enexity)

DHCP DNS

SMTP Great Plains (MRP)

Experience

3/03 – 6/09 ForHealth Technologies Inc – Technical Support Manager

Daytona Beach, Fl

• Responsible for the efficient operation of the Technical Support area.

• Respond to customer’s service requests for main company products-

IntelliFill i.v., a pharmaceutical automation device, and IntelliFlowRx, a

workflow software management suite.

• Provide immediate solution when available

• Reproduce issues on in-house devices

• Escalate reproduced issue to engineering team for workaround/hotfix

• Test and provide workaround/hotfix to customer

• Keep customer informed during the entire resolution process

• Ensure overall customer satisfaction

• Communicates efficiently to address customers issues with internal

departments (sales, professional service, product management,

manufacturing, engineering)

• Travel occasionally to customer sites to install, configure, repair,

maintain and upgrade automated device.

• Provide schedule for 24x7 on-call support

• Complete all performance and merit reviews in a timely manner.

Provide employees assistance in creating a mutually agreed upon

development plan, identifying the goals and objectives.

7/00 – 1/03 Featherlite Luxury Coaches – Electronic Technician

Sanford, Fl

• Installed and tested all 12vdc components

• Installed cabling for external lighting and A/V systems

• Developed test fixtures to quickly test and locate problems in DC

circuits

7/97 – 7/00 Ocean Designs Inc – Electrical Assembly Supervisor

Ormond Beach, Fl

• Responsible for the assembly of all electrical cables for sub-sea control

systems

• Set priorities depending on availability of parts and or resources.

• Traveled domestically as well as abroad to install, service and repair

electrical and fiber-optic connectors and cables both on and off-shore.

• Trained technicians and implemented continuous improvement program

• Set yearly budget and purchased all supplies and equipment for the

electrical department

• Developed procedures to assemble electrical cables and connectors

efficiently and accurately

Education/Credentials

09/01 – 06/03 Associate of Science in Computer Electronic Engineering

ITT Technical Institute, Maitland, Fl, - GPA 3.67

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