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Engineering, Process Improvement, Project Management, Customer Service

Okemos, MI
September 27, 2018

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Joshua P. Vincent


Peckham, Lansing, MI

DLA Enterprise Help Desk Customer Service Representative 11/2017 – Present

-Managed calls from clients to educate them regarding how to fix their information technology challenges

-Remedied issues regarding digital identities, printer management, network connections, dysfunctional evoip phones, Microsoft Office, iPhone, Surface, Microsoft Windows 10 and 7, thin, thick, and zero client systems

-Utilized BMC Remedy ITSM to document in order to satisfy goals for good documentation and first call resolution

Technical Support Specialist Intern 7/2017 – 11/2017

-Received contact from Peckham staff on site and at satellite campuses and logged issues reported in BMC Remedy ITSM

-Resolved problems faced with phones, software, computers, printers, and various other information technology

-Provided support for onsite issues with printer management, network connections, Microsoft Office, Microsoft Windows 10 and 7, thin, thick, and zero client systems

National Passport Information Center Customer Service Representative 3/2017 – 7/2017

-Received calls from customers looking to apply for US passports issued for international travel

-Guided clients through process of passport applications with varied states of urgency

-Processed calls in manner where transfers and calls were held to QA standards with AHT under 4 min 30 sec

Farm Bureau Insurance, East Lansing, MI 4/2016 – 3/2017

Account Executive

-Prospected new clients, customized policy packages to satisfy clients’ needs and sold policies to clients

Bankers Life, Okemos, MI 3/2016 – 4/2016

Independent Agent

-Prospected new clients, customized policy packages to satisfy clients’ needs and sold policies to clients

Orchid Orthopedic Solutions, Bridgeport and Farmington Hills, MI 5/2014 – 1/2016

Packaging Engineer

-Advanced project from inception to implementation that improved ISO Class 7 cleanroom to insure ISO compliance

-Developed template labels using Bartender that require one template with variable data coming from database

-Provided support for Zebra printers when problems arose that affected print quality or general functionality

-Trained staff on how to use Bartender software, Zebra Printers, and perform maintenance on printers

-Planned and executed operational and performance qualifications of tray sealer to show documented ISO compliance

-Created packaging and labeling work instructions and trained staff according to them

Stryker, Kalamazoo, MI 3/2013 – 3/2014

Staff Packaging Engineer

-Oversaw qualifications of sterile packaging processes via Installation, Operational, and Performance Qualification, and ASTM D4169 Design Verification using statistics and simulated shipping lab exercises

-Worked with cross functional teams to ensure accurate content is generated and Stryker procedures are followed

-Developed thermoform tray, carton, and shipper combination package for new sterile good

-Developed optimal pallet load configurations using CAPE to reduce sterilization costs

Beckman Coulter, Inc., Indianapolis, IN; Chaska, MN; Brea, CA

Value Engineering Packaging Engineer 1/2010 – 12/2012

-Reduced costs by over $700k per annum for six instruments using wooden crate to cardboard change

-Lessened material price of labels by over $130k annually by switching from 78 labels to six template labels

-Decreased material price of reagents containing hazardous material by over $130k annually by moving warning label to carton

-Formed cost saving projects in all areas from proposal to implementation

-Assisted manufacturing to overcome challenges seen with packaging designs or packaging processes

Technical Operations Engineer 9/2007 – 7/2010

-Upgraded instrument component packaging into returnable designs that allowed for reduction in corrugated waste

-Trained Beckman Coulter staff and vendor staff on how to use and maintain Printronix printers and operate Easy Label software

-Designed custom packaging systems for high value electronic instruments and their field service parts

-Performed Installation, Operation, and Performance Qualification exercises and reports for barcode systems

-Created packaging and labeling work instructions and trained staff according to them

Michigan State University, East Lansing, MI

Research Assistant- School of Packaging 5/2006–7/2007

-Assisted Dr. Laura Bix in setting up child friendliness testing of children’s yogurt product

-Provided support for fellow students with their user-friendly/child-resistant packaging tests per CPSC standard

Teaching Assistant- School of Packaging 8/2006–5/2007

-Lectured as guest when professors traveled or there was correlation to content with my research

-Provided in depth explanation of materials to students during office hours or time to accommodate students time

-Graded all exams and assignments

-Uploaded grades to online course site

-Facilitated students understanding of future courses and internships that were required for their graduation

Graduate Assistant- Forestry and School of Packaging 1/2005–5/2006

-Provided support for Emerald Ash Borer research project conducted by Michigan State Universities Department of Forestry and oversaw other lab employees

-Executed testing that Michigan State University School of Packaging was contracted to conduct

-Developed packaging from concept to production and built 50 outdoor packages and 50 indoor packages for chemically treated and untreated lumber

-Performed validation exercise for new packaging for powdered milk for USDA approval, new bulk packaging for Weaver Popcorn, and new sandbag material proposed to Army Corps of Engineers using ASTM standards

-Proctored packaging examinations when Professor or TA was not available

Bristol-Myers Squibb, New Brunswick, NJ


Package Development Co-Op

-Transferred printed Bills of Material to customized SAP module

-Validated OEM cold-chain shipper for biomedical pharmaceutical and provided data regarding cold-chain 72 hours at 2-8 C validation for FDA report

-Executed ship testing to qualify new packaging for current shipping environment using ASTM 5276

-Performed packaging analysis to qualify vendors for production following mold transfers

Abbott Nutrition, Columbus, OH


Project Engineer- Intern

-Performed product damage review to identify damages incurred due to stores mistreating cartons of nutritional beverage during store side pallet breakdowns

-Validated new club package using ISTA 3H simulated ship testing in Abbott’s ISTA certified lab


-Continual process improvement

-Project management

-Technical problem review and resolution

-Teaching as professional and manufacturing staff trainer, gymnastics coach, and teaching assistant

-Labeling system and package design validation

-ISO, ICAO, IATA, CFR, FDA, and USDA standards/regulations expertise

-Department of State and Department of Defense background clearance


-Statistical analysis

-Label design using Easy Label and Bartender

-Computer Assisted Design drawing and interpretation

-Remedy technical ticket and customer information management

-Microsoft Office, Access, Visio and Project; ArtiosCAD; AutoCAD; Adobe Illustrator and Acrobat


-Michigan State University, East Lansing, MI, Master of Science, 2009, Packaging

-Michigan State University, East Lansing, MI, Bachelor of Science, 2004, Packaging


-CompTIA A+ Certification, Expires 8/2020

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