Customer Service Engineer

Thomas M. McKenzie

** ****** *. ******* ****

North Attleboro, MA 02760

Home: 508-***-**** *********@*******.*** Cell: 508-***-****

PROFILE

Highly experienced, goal-driven Customer Service / Support professional

with an extensive background in manufacturing, retail, technology and

financial industries. Proficient in all phases of staff development and

training. Committed to sales goals, management directives and quality.

Demonstrated interpersonal and communications skills. Skilled and

experienced with warranty administration and service level agreements. Out-

of-the-box visionary with exceptional attention to detail in providing

innovative solutions to effectively meet critical business requirements.

TECHNICAL SKILLS

Extensive experience with the following operating systems / software /

hardware

( Windows XP ( Microsoft Excel ( ProfitKey

( Microsoft Access, Word ( Microsoft Great Plains ( Clariion, NetApp

( Oracle ( Internet ( Symmetrix DMX,

VMax

PROFESSIONAL EXPERIENCE

COMPUTER DATA SOURCE, Inc., Eatontown, NJ

2011-2012

Multi-million dollar company providing post-warranty service contracts for

maintenance, parts and repairs for many brands of digital storage

equipment.

Technical Support Engineer

. Performed daily call monitoring and acceptance from dispatch team,

ensuring quick response to customer needs and Service Level Agreements.

. Remotely diagnosed and performed corrective action commands for peak

system performance.

. Ensured system service continuation by dispatching necessary parts and

arranging field service for replacement parts and upgrades. Recorded

accurate parts inventory transfers and usage to specific sites and

service providers.

. Provided continuous updates and notes for each call, ensuring an accurate

record of each call and assuring clarity for any future reference.

. Escalated particular events to Sr. Management when necessary, ensuring

proper requirements for customer accounts were met appropriately.

EMC CORPORATION, Hopkinton, MA 2008 - 2011

Multi-billion dollar digital data storage company providing many lines of

digital data storage equipment and services.

Product Support Engineer

. Performed daily call acceptance from designated queues in support of

Symmetrix product line; ascertained site messages, special instructions,

service history and maintenance status of each call in providing

resolution effectively.

. Provided continuous connectivity and system availability for clients by

connecting to and remotely diagnosing, observing and issuing commands for

effective corrective maintenance.

. Ensured peak system operation by dispatching any parts or service to

field service requiring physical presence at customer site.

. Recorded accurate notes for each call indicating diagnosis, corrective

action and time expended providing accurate records for future reference

and audit.

. Escalated issues to Management, Recovery Team or Engineering when

necessary.

Thomas M. McKenzie, page 2

PROFESSIONAL FLOORING CONTRACTOR, MA / RI 2002 - 2008

Self-Employed and specialized in the installation of ceramic, granite and

marble floors.

. Achieved contract agreements by traveling to client locations to discuss

and explain flooring and construction processes, preparation of formal

written estimates, time frame for completion and project expectations.

. Ensured client satisfaction by personally performing agreed upon

services; managed contracted assistance as needed.

ONE BEACON INSURANCE, Foxboro, MA 2001 - 2002

Multi million dollar insurance company specializing in auto, home, life and

business insurance.

Branding Conversion Specialist (Contract Assignment)

. Led team developed to transfer software licenses, building and equipment

leases in major brand name change for federally mandated downsize

providing uninterrupted client servicing.

. Developed weekly status reports for management review efficiently

delivering status of project progress.

. Tracked and insured proper documentation of software contracts resulting

in accurate, updated data files.

. Generated amicable agreements by consulting with legal department in

regards to high profile software transfers and leases.

ADDITIONAL PROFESSIONAL EXPERIENCE

TERADYNE, INC., Boston, MA

1999 - 2001

Marketing Specialist

BANKBOSTON CORPORATION, Boston, MA 1998 - 1999

Millennium Compliance Analyst

DOUBLE E COMPANY, INC., West Bridgewater, MA 1995 - 1998

Regional Customer Service Manager

PANAMETRICS, INC., Waltham, MA 1990 - 1995

Customer Service Supervisor

LECHMERE, INC., Woburn, MA 1986 - 1990

Visual Merchandising Field Representative

EDUCATION

Certification, Direct Marketing Program, Bentley College, Waltham, MA

BFA, Fine Arts, University of Bridgeport, Bridgeport, CT

Coursework, Liberal Arts, Ohio Wesleyan University, Delaware, OH

Contact this candidate