Customer Service Support
Resume:
Milwaukee, WI ***** 414-***-**** (cell)
Email: *************@*****.***
Mike Hanson https://www.linkedin.com/in/mike-hanson-3437823b
OBJECTIVE
Seeking full time employment in an ever-evolving organization that will utilize my extensive skill set to benefit mutual growth and success.
SKILLS SUMMARY
8 years dental x-ray troubleshooting and support
PC support (Software and Hardware)
Solder and Re-work certified (HAKO)
Deciphering schematics and diagrams
Troubleshooting down to component level, using AC and DC principals
Proficient in Digital, Analog, Microprocessors, PCs, and components
Trained in the use of Oscilloscope and Digital Multi Meter
PROFESSIONAL EXPERIENCE
MTI Electronics – Butler, WI June 2017 – Present
Process Engineering Technician
Received solder certification (IPC-A-610)
Repaired and calibrated feeders (HSP and JUKI) used on the surface mount units.
Created new recipes for, performed offset adjustments, and remedied any other issue’s the AOI (Automated Optical Inspection) had.
Processed RMA’s (Rework/Consignment) and rework traveler’s to allow circuit board assemblies to be repaired/reworked in house.
Set up/changeover for ICT System to program EPROM chips and perform functional testing on various assemblies following documented procedures.
Set up and operation on SMT Line (Surface Mount Technology).
Set up and operation on WAVE Line and Reflow.
GE Healthcare Institute - Conference Center, Pewaukee, WI March 2017 – April 2017
Customer Service Representative III
Technical and Customer support for GE’s HLS (Healthcare Learning System).
Assisted customer’s by resolving any issues/questions technical in nature via phone and email.
Verified/updated facilities entitlement to various GE Healthcare training and education course subscriptions (Continuing education courses and GE Healthcare product training)
Created, edited, and updated user accounts in the HLS database.
Fulfilled orders by assigning user accounts with online and in person labs/classes.
Bulk user account creations to HLS database using Excel combined with other proprietary software.
Created and edited email templates used for various commonly used email scripts.
Routed email inquiries not handled directly by the HLS support team to the appropriate departments.
Created, edited, and updated end user’s facility information in Filemaker Pro database.
Ice Frog Technologies, Milwaukee, WI Feb 2016 – September 2016
Software Installation Support Specialist
Technical/Customer support and sales for various Microsoft products.
Resolving customers issues in a concise and timely manner over the phone or via email trouble tickets.
Windows and Server OS
Various Microsoft Office Products (PC and Mac)
Microsoft Exchange, SQL, and Remote Desktop
Microsoft Open License Program (VLSC – Volume License Service Center)
Customer Service/Sales responsibilities including:
Creating, verifying, releasing orders, and processing returns and exchanges all following written documented procedures.
PaloDex Group, Milwaukee, WI Oct 2007 – Oct 2015
Service Engineer
Phone support for dental x-ray equipment. Instrumentarium and Soredex product lines covering all of North America, Canada, and part of Central America.
Support includes working with x-ray technicians, bio-medical engineers, dentists, radiologists, IT Administrators, dental assistants, office managers, physicists, military and corrections personal.
Remote assistance with:
oSoftware and hardware troubleshooting
oNew equipment installations
oX-Ray image quality/Patient positioning
oInstallation and support of 2D/3D imaging software integration on networks, software bridges, twain drivers, on all windows PC/server operating systems.
oUtilize hundreds of imaging, practice management and proprietary software packages.
Creating “How to” quick guides on hardware/software for use on a public file repository.
Testing on pre-released (Beta) software versions.
PC prepping/imaging of new customer’s PC’s.
Repair/refurbish units in house following radiation safety guidelines.
Process and check in RMA’s.
GE Healthcare (via Adecco), Milwaukee, WI Feb 2006 – Oct 2007
Test Technician
Responsible for testing circuit boards used in medical equipment using the 3070 In Circuit Test System.
Troubleshot using Multi Meter and schematic
Followed documented test procedures, performed functional tests and applied all applicable scans to circuit boards.
Excellent communication skills with Supervisor and Team.
Daily use of Oracle, Agile, and Fusion.
Worked in both Express and Enterprise focus factories. Cross trained in VCT.
Hayes Hand Piece, Milwaukee, WI Jan 2004 – Feb 2006
Repairman
Cleaned and repaired dental hand pieces on-site.
Performed disassembly of parts, inspections, cleaning and replacement of malfunctioning parts.
Packaged, cleaned, repaired hand pieces with warranty paperwork and complete return shipments to dental offices.
Lucent Technologies, Waukesha, WI Dec 1997 – Dec 2003
Installation Technician
Installed new telephone switching equipment bays, ran and dressed tip and ring cables, including power cables from new bays to existing in the 5ESS Switch.
Integrated new equipment into existing switch using specific guidelines, completed within strict timeframe.
Completed the following classes and training seminars:
Switch installation EZ-GROW (June 01)
Introduction to SM-2000 hardware (Nov. 00)
Switch installation growth (July 99)
Switch software tools for installation systems test (May 99)
Switch installation unit testing-hands on (Feb. 99)
Switch equipment installation and verification (Dec. 98)
Basic job specifications and drawings (July 98)
EDUCATION
ITT Technical Institute – Greenfield, WI
Associate of Applied Science Degree in Electronics Engineering Technology, September, 1998
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