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Technical Support Customer Service

Webster, Texas, United States
February 01, 2018

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D. Charles Roby Cell: 832-***-****


***** ******* * ***. *** Webster, Texas 77598

Highlighted Skills Creative Problem-Solving Professional

• Schematic & Wire



• Soldering &


• ESD Control

• Circuitry


• Firmware, IC, BIOS,

OS, & Software



• Product Training

• Data (Collection, Entry,

& Analysis)

• Researching,

Documentation &


• Customer & Tech


• Modest Fluency of

Spanish (Written &


• Desktop Administration

& Support

Extensive experience in troubleshooting and resolving software/hardware issues. Strongly committed to providing excellent customer service/technical support.

• Timely comprehension of systems and product (software/ hardware) capability and functionality

• Skilled in the testing of product’s functionality down to its component levels

• Vast experience centered around monitoring, documenting, and diagnosing systems and devices

• Proficient troubleshooting skills using various tools, devices, software and schematics

• Excellent assessment and communication skills

• Experienced in the development of new and/or amendment of existing testing procedures

• Windows background aids to identify and resolve many software/hardware concerns Education Professional Experience

Houston Community College - Houston, TX Dec 2011 To Sept 2017 Pentair Thermal Management - Houston, TX Grad


Degrees Titles & Duties


2016 Associate in Applied Science


Electronics Engineering


Computer Engineering Technology


Built heat trace panels to specification using bill of materials and schematics. This involved wiring panels and installing various types of electrical and electronic devices into commercial and industrial size panels. Used soldering, crimping, wiring, and hand tools regularly. Quality Control Technician

Factory Assurance Testing (FAT)of commercial and industrial heat trace panels. Tested panels to ensure that the panels powered up without arcing, shorting, or damaging any electronics inside the unit. Programmed the technically advanced panels via laptop using proprietary control software. Tested that each line of output responded to ground faults. Tested visible and audible alarms on the unit. Programmed and tested onboard touch screen computers and their communication with the system’s bridge controller, purge system. radio communication and controls and current and voltage meters. Held responsible for all troubleshooting centered around electrical, onboard computers hardware, software, logic boards electronics and networking. Held responsible for handling voltages upward of 480V. Worked with Engineering on specialty panels and research and development projects. Worked with 3rd party inspectors for multiple panel commissioning, demonstrations, and training.

Degree Coursework

-AC/DC Theory

-Power Supplies

-Op Amps

-Prog. Language C++

-Digital Logic



-PLC Programming


-Technical Writing

-Microsoft Office

2015 Associate in Science (Honors)

Year HCC Certifications




Computer Servicing (A+)

Network +

Basic Electronics

Field Service Engineer

Traveled internationally and domestically to client sites to install and or repair heat trace panels. Assisted in on site power up and inspection. Worked with clients to provide training to responsible team members on various models of panels. Worked heavily with Sales, Engineering, and the Shipping Department to coordinate various aspects of the job to ensure high quality of service. Responsible for setting up flights, hotels and rentals. Responsible for completing trip and expense reports due after the completion of every trip. While in office, provided technical support to other field service members via phone and e-mail. Also provided customer/technical support for select heat trace models to clients via phone and email.

Year Supplemental Coursework

2017 - Server Administration

(Windows Server 2012 R2)

- Desktop Support

(Windows 10)

- Virtualization

(Hyper – V, VirtualBox, VM Ware)

Additional Skills

Operating Systems: Windows (Any Version), Windows Server 98 & 2012, OS X, Linux Red Hat

Measurement/Diagnostic Tools: Digital Multimeter, Oscilloscope, Component Analyzer, Ground Bond Tester, Dielectric Tester, Function Generators, Microscopes

Software: Virtual Desktop: VM Ware, Virtual Box & Parallels (MAC), MS Office: Word, Excel, Power Point, Visio, Outlook, One Drive, Visual Studio, Dev, Code Blocks, NI Multisim 13.0-14.0, RS Logic 500, LogixPro, AutoCAD2015 Cloud Services: Office 365 Enterprise

License: Driver’s License, TWIC, Passport, TSA Precheck

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