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Engineer Technical Support

Santa Cruz, California, United States
Market Value
May 21, 2018

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Thierry Lockner

Aptos, CA *****

Phone: 562-***-****


Accomplished, multi lingual results-driven Field/Test and Support Engineer with the ability to work in a global, cross-functional team environment focused on maximizing productivity while leveraging complex testing and value add support. Extensive experience in multiple disciplines including: applications software, network systems applications, design guideline solutions, website optimization, technical training and documentation, process optimization and manufacturing testing and debugging.

* Recognized expert in providing customer service support: technical solutions and strengthening internal and external relationships.

* Highly successful resolving customer issues, providing manufacturing process solutions and qualifying complex sub-assemblies.

* Skilled and accomplished in engineering: testing, systems debugging and process optimization.

* Product quality improvement process specialist working in tandem with all members of engineering teams.

TESLA Fremont, CA 2016-2017

Vehicle Support Specialist (US, and French Support)

* Provided highest level of customer support by answering inbound calls and emails.

* Evaluated the needs of customers and worked in a creative, pro-active manner to resolve technical issues with the vehicle.

* Determined if technical solution could be resolved via phone or if vehicle service was needed.

* Communicated owners concerns to Service Managers, Service Engineering, Supercharger Engineering or Roadside Assistance when necessary.

* Accurately recorded issues and data into CRM / Vehicle Support Systems.

FUJITSU COMPUTER PRODUCTS OF AMERICA; Cognate, Inc. Sunnyvale, CA 2015-2016

Technical Support Engineer – (English US, and French-Canadian Support)

* Provided high quality technical support to external customers, end-users, and Value-Added Resellers for timely service.

* Delivered exceptional support of Fujitsu imaging products in an efficient and productive manner.

* Met or exceeded expected levels of customer satisfaction in the areas of “knowledge” and “courtesy”, as measured monthly.

* Demonstrated “advanced solutions” oriented qualities and proactive engagement in the effect of day to day tasks and responsibilities.

FIRETIDE, INC. A Division a Unicom Global Campbell, CA 2012-2015

Customer Support Engineer – Technical Support

* Supported Firetide sales engineers, customers, partners, and end-users to resolve issues by collaborating with other departments to expedite resolution of technical issues.

* Monitored all instances where enhancements or defect resolution are required by actively assisting with reproduction of issues/problems to determine cause and solution, then communicate resolution to customers.

* Composed FAQ’s and document product solutions to be added to the Firetide Knowledge Base.

* Demonstrated exceptional initiative and creativity in the development of solutions for complex situations.

VARIAN MEDICAL SYSTEM: Mphasis, an HP Company Palo Alto, CA 2011-2012

Lead Infrastructure Engineer – Technical Support

* Resolved Global International Technical Support issues of Varian employees with special focus on French speaking users.

* Handled Administration of user accounts in Active Directory, Exchange/Enterprise Email. Service-Now Ticket system.

* Processed Secure Doc Admin Account and Crypto Admin Account incl. VPN via Hard & Soft Token, iPass; SABA.

* Rectify SAP accounts incl. Access Enforcer, SAP New Hire Process and Termination Process; Cisco Jabber.

SYNOPSYS, INC. / Foothill College Mountain View, CA 2010-2011

Help Desk Support Administration Consultant / Intern

* Responsible for screening, referring and diagnosing internal inquiries.

* Assisted in performing troubleshooting of PC's, applications software and basic network communications.

* Provided assistance in updating Help Desk/Solutions Center procedures. Debugged Blackberry issues.

* Worked with knowledge manager to review existing documentation and assist with updates.



Technical Consultant

* Reviewed, updated and translated sensitive documents in French.

* Provided technical and tactical consulting to implement a timely product launch for French Market.

* Provided design guidelines to optimize website content and structure.

* Developed curriculum and implemented training of French technical language interpretation and application.

Bi3 SOLUTIONS Redwood Shores, CA

Technical Consultant

Optimized processes for flawless and timely execution of bi-monthly payroll.

* Drove process improvement in the Accounts Payable department (invoices, bills, expense reports, etc.)

* Mastered Replicon system and Quickbook Pro.

CREDENCE SYSTEMS Corp. Sunnyvale, CA 2006-2008

Field Service Engineer

* Trained customers on maintenance and technology innovations which reduced system down time by 20%.

* Defined, reviewed and presented quotes according to service contract type while reducing expenses by 10%.

* Provided detailed and visual technical documentation for remote customer problem diagnosis and resolution.

* Customer Service and troubleshooting at Credence Systems supporting Meridian Failure Analysis Platform.

PRODUCERS Dairy FOOD, INC. Fresno, CA 2005-2006

Technical Consultant

* Implemented GPS system by testing, debugging all sub-assemblies. Resulting in the first-time adoption of a real-time Cadec/Mobius management system for successful navigational tracking of 70 truck fleet for California.

* Prepared surveys completed by truck drivers to be used for closed-loop problem resolution.

* Issued full technical reports statistics on truck location, fuel consumption, drivers’ time stamps and truck reliability.

INTEL CORP. / Kelly Services Kelly, Newark, CA 2004-2005

Test/Verification Technician

* Selected, tested (for optical, electrical and traffic) hundreds of optical Intel Dense Wavelength Division Multiplexing (DWDM) / Time Division Multiplexing (TDM) 10 Gbps transponders for various types of traffic.

* Expedited final transponder test & debug tasks. i.e. RX sensitivity bit Error Rate (BER), packet traffic verification.

* Applied/verified products’ technical specifications within New Product Introduction (NPI) realm prior to release.

BERLITZ INTERNATIONAL, INC. San Francisco, CA 2002-2004

Customer Service Associate

* Coordinated schedule for a dozen International groups, teachers and individual students using Citrix/LCMS.

* Advised prospective students on proper curriculum and program match.

* Organized/entered data for accounting and payroll.

* Processed weekly/monthly financial close and bank transactions.

CISCO SYSTEMS, INC. San Jose, CA 2000-2002

Manufacturing / Test Engineer

* Performed first and second line debugging support and escalated all design/process issues to Engineering.

* Key member of a dedicated cross-functional team, responsible for the drastic reduction of the Bad Board count freeing millions of dollars of inventory.

* Drove new products support updates, enhancements and solutions for backend sustaining engineering of the Catalyst 6000 switches released into production. (Debugged over 2000 system and daughter boards).


Bachelor of Science, Electrical Engineering, California State University Fresno, Fresno, CA

Bridge to Biotech Certificate Program, San Francisco City College, CA (Certification training)

Cultural expansion – Germany; CBE1 and CBE2 (Cisco Business Essentials)

ICND (Interconnect Cisco Network Device); Completed and passed all CCNA courses for the Cisco Certified Network Associate. Foothill-De-Anza College, Los Altos, CA. Credence System escalation software training certification.


IEEE / Etta Kappa Nu lifetime member

Bridge to Biotech Certification

Cisco Systems 3-times Team Achievement Award;

First place recipient for French Electronics Award

Fluent in English and French. Conversational in Basic German.


TESLA WARP and Garage CRM. SALESFORCE. TWAIN, ISIS and Scanner Syntax. Oracle 12. Oracle 11. Cloud. Wireless Mesh Networking. NetSuite Ticketing System. RSSI and RF. DSA-WEB. Enterprise Activation. Active role Server. Distributions Lists and Resource Mailboxes/Shared Mailboxes; Intranet; Live Meeting/BT Conferencing; Livelink (DMS); Lotus Note. Enterprise Vault and ForeFront (Spam Troubleshooting); Network File Share; Printers and Zebra Printers; Remote Access Management with Cisco. Symantec Endpoint Protection Support; Tandberg Video Conferencing; Office Communicator (OCS); WinMagic SecureDoc HD Encryption.

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