Angelo Dagati

ac0gdg@r.postjobfree.com – 978-***-****

*** ********* *** – Lawrence, MA 01843

SUMMARY

Outcome-oriented and able to understand customer technical and business requirements in order to manage service expectations with an attention to detail and strong technical, analytical and communication skills.

A self-starter, able to work as part of a global team coordinating service support with partners and across departments to meet customer service expectations.

Open, reliable and accountable for decisions, actions and results.

A critical thinker with proven analytical and problem-solving abilities.

Strong customer management skills.

Works well in a fast-paced environment and under pressure with strong problem solving and troubleshooting skills.

Experience resolving client issues or concerns regarding operational/connectivity and billing issues WORK EXPERIENCE

Technical Support Engineer – Tier 2

Wyless Inc. – Lawrence, MA October 2015 to Feb 2017

Resolve technical customer issues, hardware support and troubleshooting, and carrier connectivity issues. Receive, document, analyze and resolve customer and carrier issues properly escalating when necessary to comply with Service Level Agreements.

Supports performance metrics, reports, process documentation, customer service logs and training reports for customer and key stakeholders in accordance with Service Level Agreements (SLAs). Provide remote, hardware troubleshooting and support management for cellular devices.

Work with appropriate escalation teams to resolve customer API issues.

Create and modify scripts to perform database queries using MS SQL Server Management Studio.

Promptly and properly escalates unresolved issues, including complete problem descriptions, documentation of all actions performed and all other pertinent details.

Continuously improves understanding of data services for CDMA/GSM/4G wireless networks and customers.

Skilled in Salesforce to create and enter customer tickets, track tickets and run reports. Technical Support Engineer – Tier 2

Symbotic LLC - Wilmington, MA November 2014 to October 2015

Provide technical support for customer sites by monitoring and researching of individual log files by use of tailing real time and grep commands (Linux/Unix Systems). Also, using SQL create and modify scripts to search through multiple databases to provide information to warehousing inventory inquiries.

Using RDP sessions and Skype to communicate to individual site personnel as issues arise.

Perform startup of servers and monitoring startup procedures per site instructions and perform SQL related cleanup scripts on a daily and weekly basis.

Read and educate myself in the changing procedures for robotic warehousing support.

Cover other shifts, as needed, usually as the sole contact for support. This would include late night and weekend shifts.

Use of grep commands to search and tail log files. Use of SQL to conduct database inquiries. Creation of shift reports and critical down notifications.

Level 2 Help Desk Support / Team Leader

ZOLL MEDICAL CORPORATION - Chelmsford, MA October 2007 to November 2014

Provide first and second level support to customers and sales representatives in the setup and operational procedures of Zoll Medical devices and Zoll Data Software.

Highly skilled and trained in providing technical support for defibrillators, AED's and ACLS monitors and their applications also provide skills and documentation for the operation and maintaining of monitors.

Strive to provide first call resolution to customers and sales representatives needing help.

Provide EMS, Fire and Hospital Bio-med facilities the help and instruction needed to troubleshoot issues of assembly and dis-assembly of the medical device.

Provide support for the transmission of 12 lead EKG's from EMS facilities to hospitals and STEMI labs for proper preparation of high risk and STEMI patients. Support for the transmission through cable, Bluetooth, and Wi-Fi methods.

Provide support for the uploading of patient data into Patient Care Reporting software from Zoll and third party.

Also provide, via remote log-in via LogMeIn and Join.me, support for customers laptops and Tough-books running PCR software, including installation of software, permission levels, registry editing, and Windows support functions to properly install and operate PCR software and peripheral support

Provide team leadership duties to obtain and make sure other technical support representatives are privy to current and updated information provided by sales marketing, engineering, and FDA. Provide other help and support to team members as needed.

Received Employee of the Month recognition awards. Senior Technical Associate / Process Engineer

LUCENT TECHNOLOGIES - North Andover, MA January 1980 to June 2005

Provided engineering functions to shipping and receiving as well as all documentation and drawings related to the manufacturing of printed circuit board.

Responsible for maintaining for process engineering for shipping and receiving making sure all department personnel followed SOP instructions for each individual department process. Addressed all discrepancies pertaining to the shipment of Lucent product and the receiving of conforming as well as non-conforming material. Created a documentation control center and established process of distributing controlled documentation and drawings to the manufacturing environment. Setup of desktops, laptops, scanners and other peripheral equipment for users. Installations of software needed for users to perform job functions.

EDUCATION

BACHELOR OF SCIENCE in INFORMATION SYSTEMS – 2002 UNIVERSITY OF PHOENIX COMPTIA A+ Certified - 2004

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