Customer Service Power Plant

Allen W. Worth

**** *** ******

San Diego, CA ***14

Home: 707-***-**** Profile:

http://www.linkedin/in/wortha E-mail: ***********@*****.***

BACKGROUND SUMMARY

A Technical Supervisor / Team Leader with over 20 years experience. 5 years

experience as a data analyst and expert user of Excel, Word, Power Point,

and Project. 15 years of Navy Marine Propulsion / Power plant operations

experience. Completed MBA from University of Phoenix in 2000. Performs

very well under pressure in any environment. Energetic, hard working, and

dedicated for any company.

SKILLS SUMMARY

Confident team leadership, flexible management style, experienced at

counseling, mentoring, training, developing, and advancing team members.

Solid user of various systems: SAP, SPC++, CMMS, and WorkStream. Very broad

technical troubleshooting and repair experience in electronics, and electro-

mechanical, electro-hydraulic, electro-optical, electro-pneumatic systems.

Expert user of Microsoft Office applications (Excel, Visual Basic Macro,

Word, Power Point, Access, Project, and Visio).

WORK EXPERIENCE

WIS Intl, Fairfield CA

2013

Inventory Associate, Equipment Driver

Inventory Associate: Utilizing TLI 500 and 750 hand-held inventory

machines, accurately count customer stock, with zero errors at a specified

CPH (Counts per Hour), in the required inventory mode, as assigned by the

MRO.

Equipment Driver: Requires passing of DOT drug screening on a yearly basis.

Per assigned schedule, pick up required equipment and materials for the

assigned inventory. Pick up assigned inventory associates at the designated

location, and safely drive to inventory site. Setup TLI 500 & 750 hand held

inventory machines; upload store layout and stock data files either by

network or via memory sticks. Assist MRO for store inventory setup as

needed. After inventory is over, break down all equipment; clear inventory

machines of un-needed data. Drive assigned inventory associates to another

store (and repeat above), or drive to designated drop-off location. Return

equipment and materials to office location.

Driving Safety: must maintain the speed limit at all times, and no higher

than 65mph, regardless of conditions. Safely provide transportation for up

to 15 people in all conditions. Diagnose problems with vehicle, and

annotate on trip sheets. Refuel vehicle as needed, and annotate on trip

sheets.

ASML, INC, San Jose, CA 2000 - 2009

Reliability Analyst

2005 - 2009

Provided performance analysis for 26 photolithography machines, at 11

customer sites (customers such as Infineon, Applied Materials, Intel, and

Cypress Semiconductor).

. Developed analysis process and reports resulting in a single efficient

template for 11 regional customers. Based on SEMI E-10 standards, these

reports provided manufacturing metrics (MTTR, MTBI, MTTF) Uptime,

Downtime, throughput, etc. These report templates were later accepted

company wide for all customers, saving countless hours of report

development time, eliminating confusion, and reducing reporting man-hours

across the board. Potential savings: $500K - $1M, annually.

. Developed system to parse error logs to identify root errors and develop

root causes, machine sub-system failures; developed scatter and Pareto

charts based on downtime per error and downtime per subsystem to help

prioritize regional customer service maintenance responses. Achieved

streamlined customer service response, which resulted in lower number of

machine-down escalations.

. Trained 15 regional CSE's in the use of machine log error identification

software, use of Excel, error correction, process improvement, reporting,

and customer interface and relations. Created a "Reliability Analyst

Process Guide". These 15 CSE's were already contracted for onsite work

with each customer. This program eventually reduced the need for the

Reliability Analyst position and was later accepted company-wide,

eliminating a not-paid for drain on customer service budgets. Potential

savings: $1M - $10M annually.

Remote Diagnostics Systems Coordinator, (Concurrent assignment)

2006 - 2009

Focal point for installation, setup, and servicing of remote diagnostics

network. This system allowed for remote operation, troubleshooting, and

diagnosis of ASML machines.

. Promotion and Persuasion: this system required that a customer allow ASML

through their production firewall in order to remotely monitor and

control the lithography machines. As you might expect many IT

professionals regard this as a highly unusual and risky proposal.

. Successfully implemented 2 remote diagnostics systems at customer sites.

Potential regional savings: >$100K annually in reduced escalation and

associated travel costs.

Silicon Valley Group (SVG) (1998 - 2000); ASML Inc., (2000 - 2005)

Customer Service Supervisor

1998 - 2005

Oversaw operations of customer service team at Intel D2 for Micrascan and

Twinscan lithography steppers / scanners. The service team was comprised

of 8 - 15 engineers from various disciplines. Coordinated with Intel

process and layer engineering staff; single point - of - contact between

ASML and Intel during escalations and purpose of ensuring contract

compliance. During machine down situations, coordinated repair team,

ensured game plans, logistics, travel, were all on track. Provided focused

communications to the customer.

. Selected as lead supervisor for SVG and addressed high personnel

turnover, low training levels and low machine uptime concerns by

eliminating team turnover, significantly improving training levels across

the board, and improving machine uptime from 81% to over 93% which

resulted in saving the contract

. Positively enabled and assisted the corporate acquisition transition

process while continuing to provide disruption-free service to a very

important customer. Retained by ASML for an additional 5 years.

. Maintained OSHA certified training levels at 100%, identified OSHA safety

training requirements, created OSHA site coordination collateral duty

assignment, created OSHA certification and training tracking system

(adopted at the regional level), and created weekly OSHA training /

certification reports.

. Created and implemented a parts management database for the customer

service team resulting in reduced site OTD errors to less than 0.1%.

Database provided reporting on parts used per error code, eliminating

duplicate parts usage; Part per machine error concept was later adopted

by ASML Logistics

. Coordinated installation of 5 photolithography machines for SVG and ASML

at Intel D2. The team was recognized by ASML management for the

successful installation and qualification of a Twinscan machine in less

than 30 days, a 25% reduction of the installation timeline. This

accelerated installation protocol was later adopted by ASML. Results:

Improved customer relations and reduced install team on site time.

Silicon Valley Group, San Jose, CA

Customer Service Engineer

1996 - 1998

. Conducted installations, repairs, planned maintenance, and customer

engineering support functions for 10 advanced SVG Micrascan

photolithography machines, on a compressed 24/7shift. These machines are

easily the most advanced of their kind on the planet. Troubleshooting

them requires knowledge in many disciplines such as electronic servo

control systems, laser interferometry, mirror and lens optical imaging

manipulation, exposure (class III) lasers and beam delivery systems,

environmental control (precision HVAC) systems, vibration isolation

through magnetic levitation and pneumatic air-bar systems.

. Coordinated company wide team to improve QML machine performance from 81%

to over 90% at corporate level (as mentored by Customer Service

management in a 1- year assignment between 1997 and 1998). Fast-tracked &

promoted to SVG Customer Service Supervisor as a result of this activity.

UNITED STATES NAVY, Stationed in various locations around the world 1974 -

1995

Chief Interior Communications Electrician 1986 - 1995

Served as Division Chief supervising over 30 people in various technical

and operational roles throughout military career.

. Awarded the Navy Achievement Medal for long-term dedication and success

of the Electrical Repair (R-3) division providing hundreds of repairs to

US Navy ships at a repair facility in Alameda, CA.

. Lead Planner for Planning and Estimating (P&E) division; required to

scope, plan and track repair jobs for many types of shipboard repairs

such as motor and pump overhaul, structural welding, sheet metal

fabrication, valve repair and overhaul, piping lagging and repairs,

repair or replacement of shipboard equipment such as (but not limited to)

gyro-compass, dead-reckoning, alarm, indication and control systems,

radar and radio electronics, galley and commissary equipment.

. Qualified Engineering Officer of the Watch on both Steam and Gas Turbine

propulsion platforms which required system knowledge of all systems and

programs to include oil quality, water quality and chemistry, damage

control, casualty control associated with the main propulsion plants on

US Navy ships. Other qualifications: Surface Warfare Engine Room Operator

(gas turbine), Top Watch (Gas Turbine), Electric Plant Control (Gas

turbine), Engine Room Supervisor (steam, 600lb plant), Switchboard

Operator

. Achieved grade E7 as a Chief Interior Communications Technician.

EDUCATION

MBA, Technology Management, University of Phoenix, Northern California

Satellite (1998 - 2000)

BS, Business Administration, University of Phoenix, Northern California

Satellite (1996 - 1998)

Currently seeking a Six-Sigma Black Belt certification from Villanova

University (2012 - ?)

Contact this candidate