Customer Service Engineer

TED SKEETERS

Fort Wayne, IN x 260-***-**** ***.********@*****.***

SUMMARY

Technical Support Professional with extensive experience in data center environments. Expertise in the

installation and repair of a variety of technologies including servers, workstations, storage, networking,

and operating systems. Highly detail-oriented with history of effectively transitioning legacy systems to

new technology. Skilled in thoroughly assessing customer needs, earning and maintaining top customer

satisfaction ratings. Continually develop new knowledge and skills and contribute expertise in mentoring

and coaching new technicians and customers.

TECHNOLOGIES

Operating Systems: HP: HPUX and MPE, Tandem NonStop: Guardian, Microsoft: WindowsNT,

Windows 2000, WindowsXP

Processors: HP PA-RISC, Intel x86, Itanium, AMD, Alpha

Servers: HP PA-RISC based: E, F, G, H and I Series, K, T, V; HP nPartition: N, L and A Class; Cell

Based: PA-RISC: HP Superdome, rp8400 (Keystone) and rp7410 (Matterhorn); Itanium based: rp8420

(Rainier) and rp7420 (Medel); HP NonStop: (Tandem) K and S; HP BladeSystem: P and C Class, Virtual

Connect I/O; Alpha (DEC) based servers: Alphaserver DS ES & GS; Intel x86 & AMD based servers: HP

NetServer, Compaq Proliant ML DL & BL series; Blade Servers: BLp and BLc; Itanium based: HP

Integrity rx series servers

PC’s: HP and Compaq Workstations, PCs, Laptops, Notebooks, Tablets, Thin Clients

Storage: HP disk arrays: XP, EVA, MSA, NAS, VA, Blade Storage, Auto Raid, Nike, Jamaica

enclosure, DSxx subsystem, Optical and Tape Libraries

Networking: HP ProCurve and CISCO bridges, hubs switches and routers

SANs: HP Storageworks and Brocade fiber channel bridges, hubs and switches

Software: MS Office (Outlook, Word, Excel, Visio, FrontPage) - Familiar with MFG/Pro-QAD database,

AutoCAD and several programming and scripting lanuages.

PROFESSIONAL EXPERIENCE

TekVenture, Fort Wayne, IN 2011 - 2013

Volunteer Staff (2011-2013)

Demonstrator

Provide an introductory overview or a more in depth explanation appropriate to the available time, the

size and diversity of a group or the experience of an individual.

Demonstrate several rapid prototyping and manual machines, programs and processes; describe how

they work and how they are used in the manufacturing industry.

Demonstrate 2D and 3D design programs and processes used to turn designs into prototypes.

Demonstrate CNC programs and explain how it controls machines.

Instructor/Mentor

Instruct individuals and small groups on the use of manual and automated machines while emphasizing

personal safety, effective machine use and damage prevention, and efficient use of materials while

demonstrating and encouraging analytical thinking, collaboration and sharing.

Mechatronics consultant

Projects:

Rapid Prototyping

Designed and fabricated paste extruders

Pneumatic piston with valve actuated by stepper motor

Syringe with plunger driven by cable and gear motor

Syringe with plunger driven by cable and stepper motor

Water swing set

Designed and fabricated a small production run of valves to balance flow in ports of a manifold.

Fabricated a small production run of precision jet nozzle orifices.

CNC Mill conversion

Reverse engineered undocumented vintage controller electronics.

Traced circuits and researched components to develop a working schematic.

Designed and implemented a new functional schematic with additional safety circuits.

Installed the modified controller and new safety devices.

Installed and configured modern control software and performed initial performance tuning.

Instructed operators in the use and modification of the new system.

CNC Router repair

Rerouted and reseated internal wiring of the defective controller.

Installed and wired connectors for safety circuits.

Designed, fabricated, installed, wired and configured safety circuits and devices.

Installed and configured control software.

Performed initial performance tuning.

Instructed operators in the use and modification of the new system.

Lincoln Food Service Product, (Top Echelon Contracting, Inc) Fort Wayne, IN 2010 - 2011

Purchasing Clerk (2010-2011)

Assist buyers in the Purchasing Department by providing data entry and filing services for Purchase

Orders, acknowledgements, price updates and other responsibilities as needed.

Initiated timely and courteous confirmation of PO receipt and status from suppliers using email, fax

and telephone.

Collected, collated, and filed paper copies of all necessary PO related transactions.

Corrected any approved discrepancies between orders and acknowledgment.

Reissued and confirmed receipt and accuracy of the corrected order.

Created database entries to cross reference supplier item numbers to Lincoln item numbers.

Updated supplier notification contact information and supplier item pricing.

Collaborated with coworkers to develop a streamlined process to handle the flow of paperwork while

simultaneously maintaining organized archival storage and updating the online database.

Documented QAD update procedures with annotated screenshots for future reference and training.

HEWLETT-PACKARD, Fort Wayne, IN 1992 - 2009

Senior Field Technical Support Representative IV (2007-2009)

Senior Customer Service Engineer IV (2003-2007)

Provided technical support for client server and network systems including hardware, peripherals and

operating system software in a datacenter environment. Planned and executed preventative maintenance,

upgrades, firmware updates, installations, configuration, verification, and acceptance testing.

Delivered prompt and accurate remote and onsite repair, consistently exceeding customer

expectations.

Proactively built knowledge and expertise, identified opportunities for improvement, and volunteered

to assist colleagues which all contributed to improved team service delivery.

Built strong customer relationships, clarifying needs and assuring prompt attention to issues which

earned trust and contributed to more effective problem resolution and high customer satisfaction.

Kept customer informed at all times of the status of system installation, configuration, integration and

operation which minimized impacts on productivity until system release.

Continually sought opportunities to reduce expenses including scheduling system work to minimize

customer overtime.

Acknowledged by major telecommunications client for work onsite for a C Class Blade evaluation,

contributing to a $15 million sale.

Submitted multiple contract services leads, leading to five agreements yielding more than $24,000 in

new revenue while generating more than $11,000 in non-contracted time and materials.

Account Engineer Measurement/Computers (1996-2003)

Served as primary or backup field technician on select accounts in support of legacy system migrations

and acquisitions of new products and services.

Utilized a combination of extensive classroom and field training to successfully transition acquired

Texas Instruments (TI) product line to comparable HP product line.

Spent time with customers prior to contract renewal periods, understanding operating environment,

culture, and goals which earned trust and contributed to new or additional purchase recommendations.

Played a key role in mentoring engineers from newly acquired companies, providing on-the-job

training in using and supporting HP applications and procedures.

Collaborated on efficient floor planning to accommodate office moves to smaller spaces by

optimizing available tools and test systems without compromising functional needs.

Proactively informed manager of potential customer issues, keeping elevations to a minimum.

Product Customer Engineer (1992-1996)

Represented the interests of the pre-acquisition Texas Instruments customers, providing primary technical

support for legacy equipment during the migration of TI to HP products and systems.

Organized, assisted with, and audited the successful overnight move of the spare parts inventory,

resulting in continuous parts availability with no disruption to services.

Simultaneously cross-trained HP technicians in the support of legacy TI products, tools and processes

while providing field support for the TI end users.

Assisted with the comprehensive integration of legacy parts into HP logistics database, developing a

simplified cross reference chart which greatly enhanced ability to find suitable replacement parts.

ADDITIONAL RELEVANT EXPERIENCE

Held positions as Electronics and Customer Engineering Technician for Texas Instruments in Texas and

Indiana.

EDUCATION & PROFESSIONAL DEVELOPMENT

Associate Degree in Electronics Technology, United Electronics Institute, Louisville, KY

Completed a variety of internal courses on quality code, supply chain, health and safety, records

management, data center specifications, contract service offerings, customer service and system security.

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