Customer Service Technician

SCOTT MOORE

***** *.*. ****** ****** 503-***-****

Beaverton, Oregon 97007 *********@********.***

SUMMARY

Well organized self-motivated problem-solver with extensive experience in

the electronics and computer industry. Background and experience include

engineering, IT support, Desktop support, and Computer Repair technician.

Energetic and active contributor in launching projects and finishing them

until completion. Demonstrated excellent communication and technical

support skills for customers.

TECHNICAL SKILLS AND TRAINING

IT Support: (CompTIA) A+ Certification, Troubleshoot and support software,

hardware, and installation issues, strong communication and problem solving

skills, as well as proficient in core services software supported by

Information Technology's group. TCP/IP, Ethernet, PCI and PC architecture

experience

Debug/Troubleshooting: circuit boards to the component level on Intel

microprocessors and troubleshooting PC and network systems

Programming languages: Basic, SQL and Microsoft C+.

Operating systems: Windows 7, Windows XP, Windows 2003/2008 Server, UNIX,

and Linux,

Equipment experience: Experience with electronic and mechanical measuring

equipment, Spectrum analyzer, signal generators and (oscilloscope, multi-

meters, and HV probes)

Software Proficiency: Software testing with automation tools, Windows XP,7,

Microsoft Exchange, MS Office 2007/2010, Lotus Notes, MS Excel, PowerPoint,

MS Outlook, MS Word, Firefox and Microsoft Internet Explorer 6.0,7.0 & 8.0

and Google Chrome.

Electronic skills: ISO 9001 and IPC certified, Surface Mount and fine pitch

soldering and mounting, BGA soldering experience, Troubleshooting PC and

network systems, Quad Pick and Place machine operating, spot welding

components and repairing test equipment

EMPLOYMENT HISTORY

INTEL CORPORATION - Hillsboro, OR 02/05-04/13

Senior IT Technical Support Engineer

Assisted in troubleshooting 300 end users problems related to operating

systems issues in Windows 7, XP, Windows Server 2003, and Server 2008

Network Connectivity, TCP/IP configuration, upgrades, MS Office products

and Internet connectivity. Working knowledge of Citrix, VPN networks and

associated troubleshooting.

. Deployed image updates, service packs and hot fixes using Windows Update,

Automatic Updates and Group Policies to laptops and personal computers.

. Supported Windows Server, Microsoft Exchange and Desktop operating

systems and hardware, including installation of operating systems,

network configuration, Active Directory user accounts and security

administration, printer and file sharing, and terminal services

administration.

. Experience on the phone and email supporting remote users with various

broadband internet access technologies and local area network

connectivity issues.

. Configured and managing network infrastructure, including routers,

switches, VPN concentrators, wireless infrastructure, and broadband.

. Worked with rapid PC/laptop repair and deployment using imaging software

. Build/rebuild desktop and laptop systems administer internal server

systems, including file, print, email, and web servers on traditional and

virtualized server platforms for deployment.

SCOTT MOORE, page 2

RODGER'S INSTRUMENTS - Hillsboro, OR 08/03-

09/04

Engineering / Equipment Support Technician

Programmed, troubleshot and maintained electronic pick n place machines,

circuit boards, and test equipment.

. Diagnosed electronic assembly errors due to equipment, personnel or

process related issues.

. Assisted in developing written procedures and work instructions as

necessary to insure proper use and operation of all electronic assembly /

test equipment.

. Assisted in training electronic personnel in proper use of electronic

test fixtures and Quad IVc equipment.

. Maintained equipment and preventative maintenance on all machines and

took part and lead in manufacturing improvements and projects.

PC HEIDENS- Hillsboro, OR 12/01-

07/03

Computer Systems / PC Support Specialist

Primary responsibilities included building, repairing and troubleshooting

customer'suter IT/ Support Technician personal computers and systems.

. Duties also included interfacing with customers to determine their

hardware, software and network requirements.

. Also performed desktop application software installation and upgrades,

network configurations settings and troubleshooting of hardware on

systems.

. Additional responsibilities included organizing documentation on systems

and network configurations and updated customer service records and

warranty information.

. Worked with clients in a professional manner with a dedication to strong

customer service support and quality assurance. service

FEI COMPANY - Hillsboro, OR 7/00 - 12/01

Engineering / Systems Support Technician

Worked in a clean room environment assembling, repairing and

troubleshooting optical Dual Beam TEM, FIB and SEM Electron and Ion Beam

systems for High Tech Industry--tools used for seeing defects and the

causes of device failures as well as repairing wafers, computer chips and

processors.

. Experience also included lead technician on the floor experienced in Root

Cause Failure analysis of systems and knowledge, maintaining of computer

systems and electronic equipment on the Tools.

. Helped troubleshoot and test robotic equipment and electronic modules in

a professional manner with a dedication to strong quality customer

service support.

RADISYS CORPORATION - Hillsboro, OR 8/97 -

6/00

Engineering / Test Technician

Primary responsibilities included working in Radisys Manufacturing and

Engineering lab department repairing and testing computer, circuit boards

and high end test equipment in a business environment.

. Performed set-up and functional testing of computer boards and systems.

. Debug / troubleshoot to component level of a board.

. Experienced in debug from Intel Pentium microprocessor boards and systems

to complex motherboards and engineering prototype builds.

. Other responsibilities include lead person in manufacturing and

engineering departments working with engineers on prototype designs and

high tech systems including International Gaming Technology, General

Electric, AMF and Sierra Design.

. Also experienced with PC architecture, ISA Bus, VME bus, VXI bus,

Multibus II and certified and trained in an ISO 9001 Environment.

Prior to 1997- various sales position roles

EDUCATION

B. S., Computer Science - Florida State University, Tallahassee, FL

A.A., Engineering / Electronics - Miami Dade Community College

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