Technician Customer

MARK L. SMITH

**** **** ** • Loveland, Colorado *0537 • 720-***-**** • ********@*****.***

ENGINEERING TECHNICIAN: Customer Quality, Systems Management

Accomplished electronics technician with more than 20 years of experience providing diverse customer

bases with the analysis and troubleshooting of system components. Offer strong aptitude for identifying

and troubleshooting errors, issues, and malfunctions through application of expert analysis, planning, and

repair skills. Communicate complex engineering topics effectively, maintaining superior levels of customer

satisfaction and retention.

System-Level Operations • Client Relations • Product Performance Enhancements • IT Platforms

Customer Support • Issue / Failure Analysis of different interface issues • Problem Solving • Team Facilitation • Quality

Control • Procedures Development • Use of X-Ray equipment

Debugging • Verification Analysis • Documentation • Staff Supervision • Field Engineering

PROFESSIONAL EXPERIENCE

SEAGATE TECHNOLOGY, Longmont, Colorado • 1997-2009 • Global producer of Computer Hard Disk Drives.

Senior Engineering Specialist-Customer Quality: Delivered expert debugging and troubleshooting

services / support to clients in the areas of components, software, and system performance. Conducted

all aspects of Failure Analysis, specializing in overall systems as well as disk drives, media, read/write

heads, preamplifiers, and component issues. Facilitated problem verification and failure analysis by

creating detailed procedures, technical descriptions, and documentation of failure mechanisms.

Generated comprehensive failure analysis reports for feedback to customers.

Successfully completed debugging projects by utilizing the following systems, processes, tools or

techniques:

• Specialized test software, digital oscilloscopes, electrical lab equipment, and bus analyzers to

pinpoint system level issues.

Visual mechanical inspection and teardown analysis within Class 100 clean room ISO 9001 knowledge

Interface level test software and exercisers for customer support and troubleshooting of "data

miscompares” modification and re-compilation of microcode to facilitate identification of data corruption in

RAM chips

MAXTOR / SEAGATE, Longmont, Colorado • 1994-1996 • Organization was acquired by Seagate.

Technician III: Tackled diverse customer issues, debugging problems found in components, software,

and systems. Forged and cultivated productive relationships with customers. Utilized bus analyzers, ran

benchmarks, and generated results graphs for new disk drives.

• Played an instrumental role in successful failure analysis by field engineers and analysis technicians

with the development of written procedures focused on troubleshooting disk drives.

Contributed to retention of a major corporate client through quality servicing.

ADDITIONAL EXPERIENCE

EXABYTE, Boulder, Colorado • Technician III

Administered the debugging and repair of PCBs to component level (including drives and decks), utilizing

specialized soldering / de-soldering equipment and implementing re-testing processes.

AUTOMATED CONTROLS INC., Thornton, Colorado • Supervisor / Technician

Orchestrated and monitored the debugging as well as repair of diskette drives and power supplies. Led

closing of assigned shift. Enhanced the performance of technicians through training focused on failure

analysis encompassing specialized test equipment.

CDI TEMPORARY SERVICE, Arvada, Colorado • Technician

Proofread schematics against CAD drawings focused on ensuring accuracy of PCB layout. Conducted

prototyping and rewiring in support of engineering and assembly systems.

ASSEMBLYFAB INC., Broomfield, Colorado • Technician / Wave Soldiered / Assembler

MILEHIGH TRANSMISSION, Denver, Colorado • Automotive Transmission Mechanic

EDUCATION / TRAINING

A.A.S. Degree in Electronics – Input / Output, Denver Institute of Technology, Denver, Colorado

Customer Relations and Personal Development Course, Dale Carnegie, Denver, Colorado

Automotive Mechanics Program, Eastern Montco Vocational Technical School, Willow Grove,

Pennsylvania

Contact this candidate