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Engineer Manager

Location:
Philadelphia, Pennsylvania, 19124, United States
Posted:
May 25, 2010

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***** J. *****

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

Philadelphia, PA 19124

(215)***-****

OBJECTIVE

To acquire a position as a computer professional with a company offering

special challenges and an opportunity for growth.

EDUCATION

Control Data Institute, Philadelphia, PA (Graduated 1984)

Completed 853 hours of individualized instruction in the Computer

Technology Course, which included Basic Electronics, Introduction to

Computer Systems, Central Processor (hardware and software),

Telecommunications and Microprocessor Principles. Acquired hands-on

experience with the CDC Cyber 18 Computer and Peripheral Devices.

Performed troubleshooting and repair of Visual Display Terminals, Card

Readers, Drum Printers, Tape Drives and Disk Storage Equipment using an

Oscilloscope, Multi-meter and Operational Diagnostic System. Also studied

assembly, disassembly, diagnostic testing and operation of the equipment.

Although I was working as well as going to school, graduated with an 88

average.

Northeast Catholic High School, Philadelphia, PA (Graduated 1982)

Received two years of Electronics training, which included instruction on

Color Codes, Currents, Resistance, Voltages and Power in both series and

parallel circuits. Also studied Number Systems and Digital Electronics.

Served as member of the school's TV and Audio Visual Club for one year.

Duties included filming and setting up microphone volumes for various stage

productions. Graduated with distinction in the top 15th percentile of my

class.

WORK EXPERIENCE

Parmetech, Inc. December 2007-Present

Hired as a Service Manager/field technician. Provided repair and

maintenance on printers from various manufacturers including Hewlett

Packard, Xerox and Lexmark. Also performed installation and setup of these

devices including network setup, scan to e:mail, scan to network, and

Pagepack software installation. Achieved more certifications including the

newest Xerox MFP devices (Workcentres 4118, 4150 and 7345) by attending a

week long training class in Chester county. Also added HP certifications

including the LaserJet 2400 and 3500 series printers. Management duties

include setting up the daily schedule, placing warranty parts orders, and

keeping upper management informed of ticket status. Worked with customers

such as Lankenau, Bryn Mawr and Paoli hospitals as well as Philadelphia

Insurance Company, University of Penn and Drexel Colleges.

Siemens Business Services (formerly ENTEX IT Services) April 1997-November

2007

Initially hired as a customer engineer. Advancements included promotions

to senior customer engineer, call coordinator and help desk/triage group.

Responsibilities included the repair and maintenance of computer equipment

and peripherals from vendors including Hewlett Packard, Compaq, IBM,

Toshiba, Lexmark, Gateway, Xerox, Stratus, EMC and Dell. Performed service

and move/add/changes for some of the most recognized fortune 500 companies

(Hartford and Liberty Mutual insurances, HP, Toshiba, DHL, Experian,

Provident Mutual, Astrazeneca, Cigna and Mc Donald's). Am certified on all

the latest equipment and also received my MCP in Windows 95/NT. Recently

achieved my Server+ and Network+ certifications as well as being A+

certified for over 10 years.

While a call coordinator, I was in charge of assigning calls to the

technicians, making sure their calls were consistently updated with time

and comments. Also assisted in closing out calls when the technicians were

finished. Interacted with management and vendors on a daily basis to

ensure that the calls were completed to their satisfaction. Ran weekly

and monthly reports to track technician performance and verify the calls

were being closed within our SLA. Assisted the manager with quarterly

reviews.

As part of the help desk/triage group, I viewed calls in a designated que,

and, based on the complaint, ordered parts I thought would correct the

problem. Worked with HP partsurfer and IBM/Toshiba e:claim websites or

vendor technicians to obtain correct FRU numbers. When my que was empty,

assisted other triage technicians who were working with tickets in other

que's. This was only supposed to be a pilot program, but I was asked to

stay on full time based on my performance.

Tandy Corporation March 1984-April 1997

Started with Tandy right out of technical school. Worked on computers

manufactured by Tandy starting with the Z80 microprocessor up until Tandy

opened the Computer City chain, which allowed me to work on computer

equipment and peripherals from other vendors such as Hewlett Packard,

Compaq, Canon, Toshiba, Packard Bell, Acer and AST. Performed component

level repair initially using oscilliscopes and DVM's until vendors went

with FRU's. Also performed upgrades and installations while customers

waited. They ranged from simple memory and CPU upgrades to hard drives,

I/O cards and multi-media kit installations.

PERSONAL

Possess excellent time-management skills as well as the ability to interact

with people on a professional basis. Hobbies include fishing, playing golf

and spending time with my family.



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