Customer Service Engineer
Resume:
Tim Essom
210-***-**** San Antonio, TX 78249 ******@*****.***
Data Analyst, Quality Engineering, Reliability Engineering
Strengths in data analyzing will be used to resolve problems which in turn
will be utilized to significantly enhance product or service to customers.
Proven abilities includes; data collection, extracting data, identifying
trends, team development and self direct individual project assignments.
ACCOMPLISHMENTS
. Pioneered Defect per Million Opportunities (DPMO) reporting system which
provided continuous improvement teams the ability to track their quality
metrics. Reduced SMT assembly defect levels by 70% within one year.
. Liaison between offsite manufacturing and corporate to create cohesive
solution on the implementation of a serialized database system
encompassing production, shipping and customer service. Increased product
traceability and won the High Five Extra Effort Award.
. Re-wrote and improved reliability concept paper to inform customers on
company's reliability program. Retained and establish new customers.
PROFESSIONAL EXPERIENCE
OPERATIONAL TECHNOLOGIES CORP, San Antonio, Texas 2009
Quality Manager - Refurbish telecom product. Manages total quality program,
policies, and initiatives
. Streamlined external monthly metrics; Turnaround time, On Time Delivery.
. Development of internal metrics; Corrective action closure rate, Invoice
closure rate.
. Maintain ISO/TL documents; control document changes.
HARRIS MICROWAVE COMM / HARRIS STRATEX NETWORKS, San Antonio, Texas
2004 - 2008
Senior Quality Engineer - Supplier of wireless network solutions.
Provided and presented process capability studies, production metrics and
reliability engineering.
. Created Highly Accelerated Life Testing (HALT) plan, implemented and
discovered mechanical weakness.
. Conducted and wrote Accelerated Life Testing (ALT) plan on supplier fans
to predict MTBF.
. Provided predicted Mean Time Before Failure (MTBF) on product in
development with or without protection
. Carry out ISO 9001 readiness audits, generated and delivered reports to
management.
. Generated customer failure mode analysis reports triggered by customer
complaints.
. Generated process capability on transceiver test parameters which
resulted in yield increase.
. Created rolled yield report, Pareto on defects and conducted meeting on
results monthly.
. Determined root causes on RMA's and Pareto primary causes to management
and sales personnel.
. Interfaced well with programmers to instruct them on developing
reliability reports, data mapping plus detect program / data collection
errors. Resulted in accurate quality and reliability reports.
. Launched TL 9000 return metrics which enabled management understanding of
return rates in field plus compliant with Quest Forum.
ALCATEL USA, Raleigh, North Carolina 1988 - 2003
Senior Quality Engineer - Supported an electronic assembly line for a major
telecommunication provider.
. Enhanced, analyzed, and published process capability reports for test
engineers; R&D and management resulting in higher test yield and increased
production.
. Implemented Quality Report Tracking Systems on 3 platforms; IBM
mainframe, VAX and Oracle.
. Provided guidance and team development for board prep, SMT assembly,
test, and final inspection for seven years, resulting in Quality Cups and
monetary rewards.
. Facilitated and provided quality engineering expertise on cross-
functional teams. Resulted in Operations receiving American Best Plants
and Shingo Manufacturing Excellence Prize.
. Developed, documented and trained factory personnel on automatically
loading solder paste height measurements into statistical process control
(SPC) software package. Reduced solder defects by 20%.
. Conducted ISO 9000 compliance audits; training records, ESD logs and
documentation control.
. Wrote procedures and conducted training classes on: process control;
corrective action and data collection.
. Participated in Kaizens and 5S Kaizens
. Primary player in converting quality database system from input forms to
serialized data collection system.
. Established bar code label material and label printers for printed
circuit boards and scanner equipment.
. Team member in transition from water soluble paste to no clean paste.
. Analyzed data through relational databases using ad-hoc query tools Data
Browser and Impromptu.
. Conducted and analyzed surveys for quality data collection system.
. Performed legacy data mapping in union with IT to ease transition to
corporate system.
. Served as quality database system administrator.
. Monitored and trended frequency of problem reports and corrective action
closure rate.
. Strengthen quality by transforming SMT lines from 100% product inspection
to proactive process audits through Kaizen project.
. Generated work in progress backlog by age reports for customer service.
. Generated Telcordia I plots based on outgoing test and inspection data.
. Tracked and conducted first article inspections.
. Designed, initiated and enhanced quality database systems within the
printed circuit board industry.
EDUCATION
Bachelor of Science in Statistics
State University of New York at Oneonta, Oneonta, New York
Associate of Arts Degree in Mathematics, Science
State University of New York at Alfred, Alfred, New York
PROFESSIONAL MEMBERSHIPS
American Society for Quality, 1990 to Present
Surface Mount Technology Association 2004 to Present
CERTIFICATIONS EARNED
American Society for Quality Certified Reliability Engineer - October 2008
American Society for Quality Certified Six Sigma Black Belt - 2004
American Society for Quality Certified Quality Engineer - 2002
Six Sigma Green Belt Certificate Villanova University - May 2004
Six Sigma Black Belt Certificate Villanova University - Aug 2004
TECHNICAL SKILLS
Relex reliability software, JMP statistical software, Excellent in Excel,
Intermediate in PowerPoint and Word
Intermediate in Data Browser, Impromptu, Access, Outlook and SQL Oracle
applications
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