Engineer Customer
Resume:
ED GOLDBERG
Austin, TX. 78754
Cell 512-***-**** ac99gb@r.postjobfree.com
BUSINESS SKILLS SUMMARY
Highly organized, team-oriented technical support professional with 35+ years experience \with Fortune 500 Organizations. Expertise in failure analysis and assisting customer creating corporate imaging. I)riven track accord in providing quality service to external and internal customers. Demonstrated ability in effectively learning new technologies.
PROFESSIONAL EXPERIENCE
Dell Computer Corporation, Austin, TX 2008 – 8/2018
Specialized in troubleshooting computer images for Dell clients in a helpdesk environment. Assist with all customer
inquiries, troubleshoot, repair and also suggest enhancement modifications. Corporate computer imaging through different imaging tools for Dell clients to fulfill purchase agreements in a timely manner. Also assist customers in trouble shooting hardware issues with systems restoring images to as well as network issues when importing and downloading images to be restored.
Tools supported for corporate imaging
ImageDirect – Assists customer in building dynamic images for deployment to all business platforms
File Transfer Application – Assists customers in uploading image file to Dell Inc.
Dell ImageAssist - Assists customer in building dynamic images for deployment to all business platforms
Supported one on one presentations to customers via WebEx
Data Migration Tool – Migrates data for refresh deployments
Operating systems supported -
Windows XP
Windows 7
Windows 8/8.1
Windows 10
Computer Generated Solutions, Austin, TX 2007 - 2008
Contractor at Dell - ImageDirect Support
Specialized in troubleshooting computer images for Dell clients in a helpdesk environment.
Assist, troubleshoot, and repair, computer images, through ImageDirect Tool, of Dell clients to fulfill purchase agreements.
Best Buy, Austin, TX 12/2005 - 2007
Geek Squad
Specialized in PC hardware/software installation and support for customers within store location.
Repair, imaging of hard drives, virus removal, setup and software to hardware customer requirements.
Harte Hankes, Austin, TX 2004 - 2007
Call Center for PC Hardware/Software and Network Support for FedEx Account
Specialized in PC hardware/software support for users from office and remote locations.
Reduced downtime by assisting in pc network connections, password enabling, remote VPN issues, hardware repairs by dispatching technicians, etc., to keep FedEx delivering product on time and defect free.
STATE OF TENNESSEE, DEPARTMENT OF CORRECTIONS, Nashville, TN 2002 - 2004
PC Hardware/Software, IT Support Technician
Specialized in PC hardware/software installation and maintenance along with Institutional security support.
Reduced institutional security breaches by installing current technology equipment.
Reduced process turnaround time in administration by installing current technology PC hardware and software.
Maintain PC hardware, software/hard drive images, network and all security for quick process turnaround time.
FOXCONN, PCE TECHNOLOGY, Nashville, TN 2001 - 2002
Customer Support Engineer
Specialized PC motherboard failure analysis for Dell account.
Reduced costs for customer and employer by reprogramming bios module on PC motherboards that would have otherwise been returned to factory for rework
Reduced corrupt bios modules in manufacturing process by having customer institute hardware preventative maintenance in manufacturing test process.
FUJITSU COMPUTER PRODUCTS OF AMERICA, Nashville. TN 2000 - 2001
Customer Support Engineer
Specialized in hard disk drive failure analysis for Dell and Sun Microelectronics accounts.
Reduced costs for customers and employer by reformatting hard drives that would have otherwise been scrapped. .
Moved reformatting process into manufacturing which increased system yields and reduced turnaround time to customer.
IBM CORPORATION, Austin, TX and Endicott, NY 1981 - 2000
Field Technical Support 1998 – 2000
Provided field technical support specializing in hard disk drive failure analysis for Dell account.
Reduced costs for customer and employer by periodically changing hard disk drive test setup cushioning, otherwise hard drives would be scrapped and Japan failure analysis utilized unnecessarily.
Component Supplier Interface, 1992 - ]998
Provided manufacturing technical component line support for all IBM platforms. Also provided technical support for all programed parts on all IBM platforms.
Reduced scrap and increased first pass yields by driving corrective actions to closure with appropriate suppliers through authorized returns (RMA) and failure analysis.
Achieved time savings in microcode transfer to programming house by changing method of transfer of firmware code.
Senior Quality Specialist, 1989 - 1992
Conducted component pin level failure analysis for all IBM platforms. Managed all failure analysis lab activity as well as line return pilot runs located at a different IBM facility.
Instituted memory testing in manufacturing to capture test escapes and to maintain positive customer relations.
Personal System 2 (PS/2) Functional Test and Repair Technician, 1986 – 1989
Repaired and tested PS/2 motherboards and reported component issues to management for failure analysis to reduce defects and increase
First pass yields.
Senior Lab Technician,1986
Supported lab experimentation and engineering prototyping.
Designed capacitance filter configurations which met customer noise requirements.
Enabled experimentation by designing test vehicles.
Engineering Test Technician, 1981 - 1986
Provided engineering support for raw card manufacturing
Conducted studies that reduced cycle time and false defects.
Relocated shorts/opens test systems from an Endicott local vendor to IBM Austin.
Designed and released power core test heads to manufacturing.
EDUCATION
Technical Career Institute, NYC 12/79 – 5/81
Electronic Technology Certificate
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