Technical Support Management

MUSTAFA BAKHOUR

**** ****** ***** # ***

Pico Rivera, CA 90660

Cell: 626-***-****

E-mail:********@*****.***,

Objective: Field Service Manager position

My qualifications;

• Extensive technical & customer support experience with proven track record.

• Leadership that optimized efficiency of domestic and global service teams.

• Developed and delivered training that reduced cost of equipment ownership.

• Promoted capital equipments at domestic and global trade shows.

• Contributed to equipment inception and development.

• Advanced technical education that instills confidence in customers.

Work Experience:

2009-PRESENT:

INDEPENDENT CUSTOMER SUPPORT PROVIDER: I setup customer support operation

for domestic and global customers after my previous employer (ORC) went out of business;

• Instructed ORC customers and regional agents, via email and phone, on technical issues.

• Supplied original parts, mechanical assemblies, and electronic boards.

• Travelled to customer’s site to troubleshoot, maintain, and optimize their equipments.

2007 – 2009

FIELD SERVICE SUPERVISOR at ORC Imaging Automa Tech (Previously a Perkin Elmer

company, City of Industry, CA). I led and managed the domestic and global field service

activities by;

• Managing, projecting and budgeting field service team activities and needs (tools, etc…).

• Visiting domestic and global customers (in Europe and Asia) to address customers’ issues

and lead critical field service activities.

• Training/supporting customers’ and regional agents’ technical personnel.

• Monitoring and guiding the remote technical support, via phone and email, to ensure

proper closure to all issues.

• Promoting Company’s products and services at various global Trade Shows and by

contacting customers periodically to follow-up as needed.

• Managing customer visits to the factory for training and equipment buyoff.

• Working cross-functionally with other departments to optimize the company’s products

and services.

• Continuous efforts to cut cost without compromising quality of the service provided.

• Generating documentation (.doc, .xls, .ppt, DWG) for record keeping and product

evaluation/development.

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1996-2007

SENIOR FIELD SERVICE ENGINEER; at ORC Imaging (Previously PerkinElmer Opto

Electronics) City of Industry, CA. I supported domestic and global ORC customers, remotely and

on site, with services that included:

• Installing, upgrading, and maintaining fully automated capital equipment (valued at $50k

to $1.5M ea); it entails diversified knowledge and daily hands on involvement in the

Electro-mechanical and Pneumatic hardware

• Troubleshooting/Maintaining control system hardware and updating Software packages.

• Traveling extensively in USA, Europe, and Asia to manage projects, complete tasks and

ensure customers’ satisfaction; independently and as a team leader.

• Promoting Company and Service products (new designs, upgrades, PM contracts), at

global Trade Shows and contacting customers periodically to follow up as needed.

• Setting up and delivering technical training to FSEs and regional agent’s technical

personnel; at the factory and overseas.

• Mastering Microsoft Office and other applications to generate documentation (doc, xls,

PDF, DWG), in timely manner, to be utilized by all departments for record keeping and

product evaluation.

ORC designed, manufactured, and globally distributed hundreds of high precision automated

imaging equipment used in manufacturing of printed circuit boards. ORC equipments generated

UV light to print circuitry for cell phones, computers, cars, etc…

1989-1996

Compact Disc TECHNOLOGIST and PROCESS TECHNICIAN at Allied Record Company

(Time Warner Company, City of Commerce, CA) I supported the CD manufacturing process by:

• Managing and training shift Technicians (as Technologist).

• Assisting the shift supervisor in day to day activities to meet the production targets.

• Optimizing the efficiency and productivity of the CD manufacturing modules and

instruments.

• Maintaining and optimizing electro-mechanical, control system, mechanical, pneumatic,

and hydraulic installations. with limited involvement in modification of the robotics

software.

Education and Training:

• Master of Science in Electronics and Instrumentation Degree (University of Arkansas at

Fayetteville, AR).

• Bachelor of Science in Electronics Engineering Technology Degree (Oklahoma State

University, Stillwater, OK).

• Extended Education Certificates in Industrial control Technology, C language, and C++

(California State University, Fullerton, CA).

• Certificate of Completion: Supervision (Rio Hondo College, Whittier, CA)

• Professional training in Six Sigma, TQM, EXEL, Time management, Pneumatics,

Hydraulics, Lasers, AutoCAD and others.

Work References:

References and letters of recommendation are available.

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