Customer Service Engineer
Resume:
ROB STOCKWELL
Flat *, The Courtyard, Wellington Street
Kettering
NN16 8SG
Mob: 078********
Email: ************@*******.***
PROFILE
A technical professional with over 10 years
within the gaming industry; and a further
20+ years working as field support in the
electronic and electrical equipment fields.
Accomplished management and technical
skills, organisational and training delivery
experience, including technical and produc
support. Quick to grasp new ideas and
concepts, whilst identifying key
improvements to working practices and
procedures to maximise efficiency without
compromising quality or service. Utilises
exceptional inter personal skills and
communicative abilities to build positive an
lasting relationships with customers,
colleagues and the wider business
community.
very strong communication skills
•
training management, developme
•
and delivery
ability to adapt to difficult situation
•
strong technical skills, electrical
•
and electronic
leadership skills
•
Problem solver
•
WORK HISTORY
September Technical field support engineer
2013
Allen Coding ltd, Stevenage, Hertfordshire
To
Present
Responsibilities include:
Installation service repair and upgrade of high volume coding printers and
printing equipment, for the food, retail, pharmaceutical and packaging industries,
in the field and in the workshop
Scheduling of preventative maintenance and bespoke fitting to customer
production equipment
Technologies include Hot foil, contact printing, thermal printing
Inkjet printing and laser technology
• Ethernet
• RS232
• Electrical and Electronic interfacing
• Firmware upgrade
• Software upgrade
• Hardware upgrade
• Use of tools
December
• Diagnostics and repair
2007
to
September
International technical and training manager
2013
SG Gaming / The Globaldraw
Feltham, Middlesex
Responsibilities included:
All technical specification aspects of gaming terminals and back office administration
products hardware and software.
Technical training of local technical support teams, and field technicians.
System Administration training of support and financial staff
Development and support of emerging and established markets across Mexico and the
Caribbean
software upgrade and operator training
•
networking, switches, routers and Cat5 cabling
•
initial introduction of company product into international markets
•
planning of training requirements
•
delivery of system training to customer
•
delivery of cabinet training to technical staff
•
delivery of administration training to customer
•
remote and in field Product / technical support
•
version control, platform and games versions
•
implementation and installation of product software including games and
•
operating systems
technical issues solving and diagnosis
•
technical testing of game software and platform
•
implemented system processes
•
Implementation of help desk procedures
•
Hardware training and preventative maintenance
•
Additional best practice processes
•
April 2003 Field service technician
to SG Gaming / The Globaldraw
December Feltham, Middlesex
2007
Direct customer support of gaming terminals and back office solutions in the field.
Delivery of training to customer
•
perform fault diagnosis
•
communication with customers
•
provided field support to agreed sla's
•
remote product support
•
configuration and installation of hardware
•
installation of platform and games software
•
integration of systems and network
•
diagnostics and fault repair
•
Field service engineer (Retail)
May 1996
to ICL Fujitsu (Edacom)
April 2003 Plymouth
Working mainly as specialist on the edacom petrol Pos system. Responsibilities included
customer service visits in my area and training of fellow engineers of how to install,
troubleshoot and maintain the system.
Customers included Esso, Shell and Bp also Sainsbury's supermarket petrol forecourt.
As part of the retail team I was also responsible for service and repair of a multitude of
epos systems and even ATM.
installation of system in store
•
trouble shooting and fault diagnosis
•
system programming of parameters and stock
•
front end and back end management
•
writing and production of manuals for engineers to use in the field
•
planning and delivery of training
•
August 1987 Customer service engineer
to Pitney Bowes plc
June 1996 Harlow, Essex
Responsibilities included
installation, service and repair of high speed paper handling, Postal insertion, franking
machinery as well as facsimile and copier maintenance.
achieved status of advanced systems engineer
•
internal training
•
installation of all equipment
•
demonstration of installed equipment
•
diagnostics and fault repair
•
EDUCATION
Plymouth College of further education
2005
Plymouth
Btec diploma
Use of computers in engineering
technical drawing
•
dos
•
windows
•
circuit construction
•
applications
•
John Kitts College
2000
Plymouth
RSA computer literacy and information technology
A short course aimed at familiarisation of computers and software applications
microsoft word
•
microsoft excel
•
microsoft outlook
•
microsoft powerpoint
•
other microsoft computer applications
•
Plymouth College of further education
October
1982 Plymouth
to City & Guilds 224 Electronics servicing
May 1984
parts 1, 2 and 3
2 years full time study
electronics principles
•
measurement and control
•
digital electronics
•
tv and audio
•
micro computer technology
•
SOFTWARE/SYSTEM SKILLS
Operating Systems: dos, windows, windows server
Desktop Applications: microsoft word, excel, powerpoint
Version control implementation
Use of Vpn and remote desktop applications
FTP use
game software
•
games platform
•
game product
•
versions and version control
•
support software
•
system administration
•
LANGUAGE SKILLS / others
CRB checked
OLCI Domestic installers certificate
Part P
main language English
can speak a little spanish
spent time in spanish speaking markets
•
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