Customer Service Engineer

JAMES G. ROBINSON

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

Mendon, MA. 01756

Home Phone: 508-***-**** Cell Phone: 774-***-**** E-mail: ************@*******.***

SUMMARY OF QUALIFICATIONS

Extensive years of procurement and customer relations support experience working for

companies including food and meal solution distribution and high technology computer

storage service providers.

Enhanced Supplier Relationships • Technical Support

•

Purchasing/Inventory automated software • Trained New Hires

•

Standard Cost reductions • Cross-Functional teams

•

• Customer Service • Strong Analytical skills

PROFESSIONAL EXPERIENCE

HOME MARKET FOODS, Norwood, MA 2005- 06/2009

Diversified provider of premium food and meal solutions thru marketing partnerships.

PURCHASING/INVENTORY CONTROL COORDINATOR

• Ensured accurate paperwork for purchase orders, work orders, material requests,

invoice approval and account coding.

• Maintained Computer Maintenance Management Software.

• Tracked purchase orders, RMA's and delivery dates.

• Work with suppliers/vendors to identify viable solutions to reduce costs

associated with OEM parts and lead times.

• Data entry and filing of packing slips, invoices, work orders and material

requests.

• Maintain critical needs parts and stock inventory.

• Multi-task in a fast paced manufacturing environment.

• Weekend and after hour support during critical production periods.

• Work within maintenance group to identify problems and solutions.

• Maintained good financial relationships with suppliers and service companies.

• Sourced and negotiated alternative suppliers and solutions to reduce OEM costs.

• Consulted with production and accounting to resolve issues within those areas.

• Managed and communicated priorities across 3 shifts of maintenance mechanics

through extended hours of service as needed.

JAMES G. ROBINSON

EMC CORPORATION, Hopkinton, MA. 1995-2004

The world leaders in products /services for data storage and management.

PRODUCT SUPPORT ENGINEER 1998-2004

Primary function was responding to customer engineer incoming calls, identifying

and resolving technical issues. Including:

Provide technical information and quality support requirements at all levels of

customer mainframe products.

Respond to dial homes and phone requests for technical assistance in a high volume

multi-tasking call center.

Carries out replacement of all factory replaceable units.

Assess, escalate and work through problem closure with senior hardware and support

engineers.

Use knowledge base systems to determine appropriate action.

Provide 24x7 support on a rotating schedule.

Work in a team environment, train new hires and provide support other shift

members.

Work remotely from home to assist high call volumes.

Knowledge of Clarify, Primus and Windows XP.

MANUFACTURING TECHNICIAN 2 1995-1998

Primary function was running diversified diagnostics procedures and complex

troubleshooting of mainframe storage systems in a manufacturing environment.

Apply diversified diagnostic skills using test equipment, software programs and

automated tests to identify failed component or module.

PRIME COMPUTER 1983-1992

Customer Service Support Representative 1990-1992

Engineering Lab Assistant 1989-1990

Logistics Repair Technician 1988-1989

Systems Technician 1985-1988

Electronic Assembler 1983-1985

EDUCATION AND TRAINING.

CETA Electronics Technician Certificate Program.

Dean Junior College Windows Programs.

EMC sponsored Professional Development Programs.

Prime Computer Professional Development Programs.

Working knowledge of Clarify and Primus Programs.

Peterson School HVACR/Oil and Gas Heat Systems.

RSES Universal EPA Certification.

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