Eric A. Rabb

*** ******** *****, ********, ** ***23

803-***-**** / 803-***-****

acemzh@r.postjobfree.com

SUMMARY

Highly motivated Technical Support professional. Strong verbal, listening

and written skills. Comfortable in interacting with all levels of the

organization and public. Able to negotiate and problem solve quickly,

accurately, and efficiently; with little to no supervision. Adept at

multitasking to achieve individual and team goals. Diverse background

includes sales, customer service and supervision. Committed to quality and

excellence.

WORK EXPERIENCE

The Jam Room Recording Studio Columbia, SC

Technical support / Audio Engineer Feb 2011 - Current

. On-site service of PC and Apple computers, including iPads, printers,

hard drives, monitors and other peripherals.

. Update and maintain LAN, including Wi-Fi, CAT5E wiring and router

installations.

. Service and repair all audio equipment: compressors, preamps,

amplifiers, monitors, digital / analog audio mixing consoles, and

other related equipment.

. Assist incoming customers with payments, scheduling and cd duplication

services

. Audio engineer and record talent in Avid Pro Tools 10HD recording

software. Music creation, vocal editing and mixing for incoming

talent.

NCR Corporation Lexington, SC

Level II / Triage May 2008 - July 2010

Provided triage, logistical and technical support for Starbucks,

Supervalue, Charming Shoppes, Albertsons chain stores.

. Technical support for over ten geographical territories, including SC,

NC, GA, FL, CA, NY and HI

. Used GEMS, REMEDY and D1 databases to document technical issues.

Troubleshoot D1/ GEMS work order tickets and order appropriate parts

to site for technician installation.

. Provided technical support for onsite technicians. Supported

troubleshooting of patch downloads, VPN's, bios updates of store

servers.

. Provided phone support for remote users to resolve software and

hardware issues. Dispatched field technicians and ordered appropriate

parts if necessary.

. Maintained logistical operations, so that parts and technicians would

arrive at the site at the same time, to ensure one visit resolution.

. Updated field managers and account managers on outdated/obsolete parts

and new processes (found by service technicians or support).

. Updated technician's onsite to new service processes from level 3.

. Parts ordered to site include mainboards, power supplies, hard drives,

laser printers, memory, LCD monitors, POS (point of sale)

workstations, MSR's (magnetic stripe readers), routers, switches,

duplexers, biometric devices. Parts ordered to site based on computer

issue versus SLA for ticket closure.

. Piloted triage operations with great success: repeat technician visits

to the site were reduced by 57%. For Starbucks, that meant reduction

by 200 visits a month, which translated into saving $80,000 in

technician costs.

Field Service Coordinator February 2003 - May 2008

Logistical and diagnostics support for Bank of America, Wal-Mart, Lowes,

and Sam's Club field technicians.

. Scheduled on-site visits with field technicians for POS (Point of

Sale) registers, PC, network and server repairs.

. Coordinated logistical operations to ensure that technicians will

arrive at destination in allotted time to meet critical SLA (Service

Level Agreement).

. Owned WorkOrder and drove it to resolution to meet SLA; escalated when

appropriate.

. Received and documented approximately 100 - 150 calls on a daily basis

from field technicians and upper management.

. Consulted with management to discuss recommendations to improve

territory procedures and performance.

Bose Corporation Blythewood, SC

Blythewood Team Operator II / Line Tech June 1997 - September 2002

. Supervised floor support for 20-30 employees on a daily basis.

Providing employee scheduling, overseeing production, repair,

inspection and shipping of manufactured OEM car amps.

. Tested diagnosed and repaired OEM (Original Equipment Manufacturer)

equipment.

. Provided component level troubleshooting using oscilloscopes, digital

multimeters and multiple analyzers.

. Oversaw the manufacturing, inspecting, and packaging automotive

amplifiers.

EDUCATION

Midlands Technical College Columbia, SC

CompTIA - Microsoft - Cisco Currently Enrolled

Midlands Technical College Columbia, SC

Audio Engineering Certificate Orientation July 2010 to February 2011

. Avid Pro Tools 10HD certified sound engineer.

Midlands Technical Collage Columbia, SC

Electronic Engineering May 1998 to December 1990

. Electronic theory and troubleshooting electronic components (analog

and digital devices) by using formulas, multimeters, and

oscilloscopes.

. Electronic design implementation.

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