Customer Service Technician

Greg Hughes

Logistics Technician (Lead Staging Tech) - FusionStorm

San Jose, CA

*******@*****.*** - 408-***-****

To obtain a position that will enable me to use my strong organizational skills, Technical background, and

ability to work well with people.

WORK EXPERIENCE

Logistics Technician (Lead Staging Tech)

FusionStorm - San Jose, CA - August 2010 to Present

Primarily responsible for handling the flow of physical technology products through the warehouse and the

integration center, where products are assembled, configured, and tested to meet specific customer needs. I

direct the other Logistics Technician for handling products and updating associated information systems for the

following business functions: slotting, inventory, picking, benching, un-benching, and boxing. These functions

are described further below.

• Slotting: place the item in a pre-designated, numbered place in the warehouse for items of that type.

• Inventory: enter the item into the database, manage quantities, conduct physical inventories to confirm

quantities in stock, etc.

• Picking: retrieve specified items from inventory and update the database to indicate their change in location

and/or status.

• Benching: place specified items on a designated, numbered bench for configuration and testing. Typically

includes un-boxing, labeling, powering-up, and recording serial numbers.

• Un-benching: re-box (matching product serial numbers) and retrieve the designated items from the

designated bench in the Integration Center, recording the change in location and status of the items in the

inventory system, and placing them in a designated staging area in the warehouse to prepare for shipping.

• Boxing: assemble the designated items for a given project into larger boxes or pallets, stretch-wrapping them,

and verifying that all of the designated items are included in the set.

Center Technology Specialist

FedEx Office - San Francisco Bay Area, CA - August 2007 to August 2010

Primarily responsible for ensuring reliable technical systems through maintenance, troubleshooting and

escalation. Implement new technology systems and upgrades. Support customer service in the center through

direct interaction with customers and training of team members. Function as a point of contact with FedEx

Office Support Organization.

• Facilitate software and hardware replacements and upgrades

• Ensure all computer hardware is licensed, updated and properly maintained

• Coordinate and implement in-center technology programs

• Coordinate with Field Operations and vendors to ensure compliance with corporate standards

• Maintain in-center Local Area Network

• Troubleshoot equipment problems using procedures guide and Tech Support solutions

• Escalate technical issues to the appropriate workgroup for resolution

• Take preemptive action to prevent technical errors

• Troubleshoot customer problems using extensive knowledge of solutions and resources

• Support the testing and deployment of technology systems

• Observe workflow in the centers and coaches to improve efficiency

• Present Technology topics at Center and District meetings

• Provide customer service, including anticipating customer needs, suggesting alternatives and problem

solving

• Consult with customers regarding the benefits of digital printing technology

• Train team members regarding technology systems and tools during center visits

Digital Specialists

Google Books, QC / Adecco - Mountain View, CA - November 2005 to August 2007

Would obtain Digital files from publisher reps. Make any needed adjustments then upload them to the site

using Linux.

• Supervised up to 3 employees for fixing files on large projects.

Senior Technical Specialist

STS - December 1998 to November 2005

FedEx Kinko's • Santa Clara, CA

Troubleshoot equipment problems using procedures guides and Tech Support solutions, take preemptive

actions to prevent technical errors, troubleshoot problems with customer files using extensive knowledge of

solutions and resources, maintain computer equipment and supplies, including cleaning and repairing, as well

as software installations and hardware returns, assist in the training of branch team members.

• STS manages/supports the following:

- Phone/Network Closet - Server

- Network - All Software

- All Computer Hardware - All Computer-related Peripheral

Computer Services, Shift Supervisor

Kinko's - Cupertino, CA - April 1998 to November 1998

Supervised employees, trained new workers and help them overcome obstacles, delegated task, solved

customer problems, provided feedback to the Manager.

• Largest Computer Service staff for the region.

Computer Services, Worker

Computer Services Co - Cupertino, CA - May 1997 to April 1998

Helped customers with computer questions, and printed projects.

• Leading Kinko's for Document Creation.

Visual Merchandiser

Navy Exchange - Field, CA, US - July 1995 to April 1997

Constructed merchandise displays, printed display signs, produced fliers, monthly calendar and event cards,

record keeping, supervision of payroll time cards, taking publicity photographs and wrote employee newsletter

articles.

• Coordinated all Moffett's stores sale signage.

EDUCATION

Certificate in Locksmithing

Penn Foster

2010 to 2011

A.A. in Graphic Design

De Anza College - Cupertino, CA

1995

ADDITIONAL INFORMATION

COMPUTER SKILLS / KNOWN PROGRAMS

Adobe: Microsoft: Other:

Acrobat Exchange Excel Freehand

Illustrator PowerPoint QuarkXpress

PageMaker Word Corel Draw

PhotoShop Publisher QuiteImposing

RELATED SKILLS

• Strong organization skills.

• Detail-oriented.

• Effectively handles multiple tasks simultaneously.

• Demonstrated ability to acquire and apply knowledge rapidly.

• Independent; works with minimal supervision and contributes to a team.

Contact this candidate