Engineer Customer Service

Andrew D. Harris, P.E.

Austin, Texas ***** 512-***-**** ***********@****.***

ENGINEER/ANALYST

Over 20-year professional in client experience, web development, HW/SW test

Technical Analyst with strong communication skills

Detail-oriented support improving customer experience and success

Excellent presenter / teacher to C-level, technical or non-technical audience

Relationship builder with technology background (sales engineer, tech support)

oTrusted advisor for client service, training and account management

oClear communicator of product value, company service, business values

oEffective and empathetic listener, gathering requirements and feeling pain points

Team Player and Partner with Engineering, Sales, Marketing, Management and Clients

Field Technical Sales, Hardware and Software/Web Test/Quality & Verification

TECHNICAL SKILLS

JavaScript, jQuery, HTML, CSS, XML, PHP, MySQL, Flash, LAMP, Apache, OOP, SDLC

Computer Interconnects (USB, EtherNet, PCI, SATA), Communications, Networking

Intel, AMD, PowerPC, ARM, AXI and AMBA, CPU-Memory interface

Windows, Linux, AIX, Unix, Microsoft Office (Word, PowerPoint, Excel, Access, Outlook)

ASIC, FPGA Semiconductor – System on Chip (SoC) Verilog verification / simulation

Proposal (RFI, RFQ, RFP), technical writing & documentation, requirements gathering

Quality, test, analysis, trust, detail, clear communication, long-term relationships

PROFESSIONAL EXPERIENCE

Forcepoint (Raytheon company) (Data, Networking Security, 2500 employees www.forcepoint.com )

Customer Service (06/2017 – Present)

Client care - first contact, create, modify cases, route to expert or resource

Solving issues with user access, malicious files/email, site lookup for web security

Kelly Educational Services (Staffing Services focused on Education, www.kellyservices.com )

Teacher Substitute (01/2015 – 06/2017)

Science, Technology, Engineering and Math (STEM) Specialty, K-12

Special Education (SPED), History, Social Studies, Math, Science Teaching Assistant

Harmony Public Schools of Austin, Full Time 3-6/2015 and 11/16-06/2017

Interactions, LLC (Natural Language Customer Service Systems, www.interactions.com )

Embedded Quality Analyst (08/2015 - 11/2016)

Analyze client interaction and intent in voice-based customer service systems

Utilize, test, train and improve Virtual Assistant Solutions with high accuracy

Mountainsong Designs (Web Design and Analysis, www.mountainsong-designs.com )

Web Design, Client Service (01/2012 – 08/2015)

JavaScript, HTML5, CSS3, PHP, MySQL, XML, jQuery, LAMP, Apache, Web services

Direct interaction with customers, requirements, business development, design

Created front-end and back-end designs, analyzing solutions

IE Discovery (Deloitte division) (Legal Services - eDiscovery, now Deloitte, www.iediscovery.com )

Assistant Project Manager and Data Coder (09/2010- 12/2011)

Project management for eDiscovery legal services; eventually merged into Deloitte

Information indexing, tracking, coding, quality, and classification

Sundogs Consulting Group (Web Design, Startup, www.sundogscg.com )

Web Application & Database Developer (10/2007- 09/2010)

Created database-driven websites from scratch, front-end and back-end

Direct interaction with customers to determine best solution to meet special requirements

PHP, MySQL, HTML, XML, CSS, LAMP, Apache

Adobe DreamWeaver, Creative Suite, Object-Oriented Programming (OOP)

Synopsys (EDA-Electronic Design Automation Tools, ~5000 employees, www.synopsys.com )

Senior Field Application Engineer / Sales Engineer (10/1997 - 07/2007)

Increased sales from $250K to $2.0M per year; lead to IPO of inSilicon in 2000

Technical sales/support for Semiconductor Intellectual Property (IP) design blocks (Verilog)

USB, PCI Express, Gigabit EtherNet, Serial-ATA, DDR and ARM - AXI for ASIC & FPGA

Presented complex core functions and custom design solutions as first FAE in Central U.S.

Phoenix Technologies IP Division (1997-2000) spun out in IPO to inSilicon (2000-2002)

IBM (Computer Hardware, Software, Data security, ~400000 employees, www.ibm.com )

Semiconductor Design Verification Engineer (09/1988 - 10/1997)

Verified designs via pre-Silicon simulation of PowerPC and Memory Controllers

Planned and prepared test strategy and test cases for verification of chip logic

Debugged faults with the design or inconsistencies with specification

Created and implemented solutions to bugs; kept management up to date

Shell scripting, Assembler, ‘C’, UNIX, AIX, Windows, PowerPC, intelx86, ARM, uControllers

IBM

Test and Manufacturing Engineer (06/1981 - 09/1988)

Built IBM Personal Systems and Portables (early PCs) as Equipment and Process Engineer

Planned and executed all programming, configuration and maintenance of PCB machines

Increased efficiency and prevented major re-work using Statistical Process Control (SPC)

Trained personnel on proper and safe operating procedures for machines in assembly

Tested IBM Printers and early Personal Systems electrically and mechanically

Planned and set up voltage/current testing, mechanical and chamber testing, user interface testing, packaging; documented all results and used statistics to improve testing efficiency

EDUCATION

Bachelor of Electrical Engineering with Honor, 1981 Georgia Institute of Technology

Professional Engineer in the State of Texas IEEE Member

SPECIALTIES

oJavaScript, HTML5, CSS3, PHP, MySQL, Flash, LAMP, Apache, Eclipse, OOP, SDLC

oComputer Interconnects, Communications, Networking

oIntel, AMD, PowerPC, ARM, AXI and AMBA

oWindows, Linux, AIX, Unix, Microsoft Office (Word, PowerPoint, Excel, Access, Outlook)

oASIC, FPGA Semiconductor -Verilog verification (test) experience

oProposal (RFI, RFQ, RFP), technical writing & documentation, requirements

oQuality, test, analysis, trust, clear communication, detail, long-term relationships

Contact this candidate