Technical Support Customer Service

Ronald

Rotondaro

Technician / Trainer

817-***-**** 1322 Pegasus Dr.

********@*****.*** Arlington, TX

76013

A challenging technical support and training position in a fast paced

service industry using tailored processes to resolve problems and enhance

training, which improves customer satisfaction

Extensive years in customer support and technical training with

involvement in:

. Development of specialized curriculum

. Installation of computer systems

o Extensive travel worldwide

. Project management

. Trained company personnel

Designed training curriculum.. Established training methods and

troubleshooting guides beyond classroom instruction to minimize

customer down time. Utilized as a knowledge base training expert in

designing courses in the learning center.

Project leader in implementing computer systems in all field offices

in the United States for Bell & Howell. Designed special software

programs to check the accuracy of inputted data. Trained

administrative personnel in the operation and reporting functions of

the newly installed system. Installed the necessary hardware and ran

quality checks for proper operation of the hardware.

Provided technical support and training for Engineering in matters

concerning equipment design and access to parts removable. Designed

special tools and trained service personnel in the use of these tools

to replace critical parts.

Professional Experience

Aerotek/Flextronics Fort Worth TX. (2013)

. Engineering Technical Support

Worked on production lines, keeping testing equipment up to date

and in working order. Did periodic preventative maintenance,

troubleshooting. Replaced parts, calibrated each system for

maximum production output

Contract Work (Training)

Self Employed Arlington TX. (12/2009 -

04/2013)

. Customer Service Training

. Customer Technical Support

The Mail Box, Bowne Inc, Alliance Data Dallas, TX. (1999 to 2009)

. Senior Technical Trainer / Support

Served as consultant for equipment placement on the production floor.

Arranged material flow for optimum production output. Set up jobs

for production, checked materials for the production job, insured

proper number of materials were available to complete the clients

production run. Assured equipment worked properly made necessary

repairs with help of local techs. under my supervision.

. Technical Trainer

Trained new employees on the systems in use in the production of

clients material. Trained all technicians on upgrades and changes

to equipment as far as maintenance and product performance.

. New Product Technical Writer

Wrote technical manuals for new products. Extracted material from

equipment manuals to simplify material for technicians to learn

quickly the differences between the older and newer equipment.

Bell & Howell Company (1972 to 1998)

. Senior Technical Support Engineer

Provided support to Bell & Howell Engineering in matters concerning

equipment design and access to parts removable. Designed special

tools and trained service personnel in the use of these tools to

replace critical parts.

. Senior Technical Support Trainer

Field Trainer, traveled all over the U.S. to client sites to train

technicians. Also trained technicians in the learning center for

Bell & Howell new technicians. National support for complicated

electronic problems in the field.

. Systems Operations Analyst

Analyzed work flow for clients to insure production would meet the

clients dead lines. Insured the proper systems were in place for

maximum production output. Set up meetings for a national

installation of a service call system for clients. Headed the

project management team with, first monthly meetings to get all

aspects of the project in place. Scheduled equipment to be shipped

to all service offices in the U.S. Contacted third party

contractors to install equipment and scheduled the installation

team go in and train the staff at the local offices to use the

equipment, as well to train on the use of the software on the new

system.

. Senior Field Technician

Achieved senior status as a service technician which allowed me to

help other techs. manage their territories and to assist with any

problems within local territories.

. Field Service Technician

New hire position after training was given a territory to keep

clients equipment in top running order. This was the new hire

position for an electronic technician.

Education

. Spring Garden College - Associates Electronics

Associates degree in Electronics and Computer Concepts

. University of Wisconsin - Adult Learning Seminars

Attended seminars in Adult Learner concepts.

. Bell & Howell training Schools

Attended many training courses through Bell & Howell schools

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