Customer Service Technician

Glen Thompson

Manufacturing Supervisor

Baltimore, MD

*********@*****.*** - 443-***-****

WORK EXPERIENCE

Manufacturing Supervisor

CSS ANTENNA - A JMA WIRELESS COMPANY - Edgewood, MD - January 2014 to July 2014

Manage and oversee that the volume, cost and quality standards are achieved while providing on time delivery

to the customer. Ensure technical staffing and production workforce resources are adequate to meet the

organization's production build schedule. Activities of production personnel, including workflow, assembly

methods, and work force utilization are primary responsibilities of the position. The position directs production

work flow for over 50 manufacturing assemblers and support personnel.

Program Manager

TEKTRONIX - January 2009 to October 2012

Manage the daily operations and services of more than 400 Field Service Engineers (FSEs) throughout North

America. Oversee and direct a $1.1M medical equipment (FSE) Phillips Medical account while incorporating

continuous improvement initiatives for calibration services and repair of test equipment used in hospitals and

various other medical facilities throughout the United States.

• Recognized in the company-wide weekly newsletter for meeting or exceeding a 95% level of customer

satisfaction in multiple fiscal quarters for a major medical equipment business client.

TEKTRONIX - Baltimore, MD - 2006 to 2012

Calibration Technician

TEKTRONIX - October 2006 to January 2009

Conducted measurement equipment and tool calibrations in accordance with the National Institute of

Standards and Technology (NIST) while achieving on-time customer delivery. Conducted new hire training to

achieve efficient utilization of lab personnel resources.

• Collaborated with the department in a teamwork setting to develop employee merit rewards criteria for end-

of-month projected revenues.

Test Lab Supervisor

COBHAM DEFENSE ELECTRONICS - February 2004 to April 2006

Manage technical training of (5 - 6) test lab technicians to enhance the productivity and efficiency of the

department. Collaborated with operations and schedule planners to achieve efficient daily productivity.

• Developed a training competency matrix for test technician professional career growth.

• Achieved target production revenue growth of 8% in Q1 and subsequent incremental revenue growth

increases of 2% each following quarter of a given fiscal year.

COBHAM DEFENSE ELECTRONICS - Baltimore, MD - 2003 to 2006

RF Microwave Antenna Test Technician

COBHAM DEFENSE ELECTRONICS - October 2003 to February 2004

Tested and verified the RF characteristics of electronic counter-measure antenna, radomes and antenna/

radome assemblies. Assisted engineering in research and development projects for new technologies and the

future integration of antenna and radome prototypes into the product designs.

• Nominated by management for a "We've Noticed You Award" for exemplary productivity and dedicated

service in playing a significant role in assisting the company in meeting projected revenue goals.

Glen Thompson ~ *********@*****.*** ~

EDUCATION

MBA in International Business

University of Phoenix - Phoenix, AZ

BS in Business Management

University of Phoenix - Phoenix, AZ

Associates in Electronics Technology

Community College of the Air Force

ADDITIONAL INFORMATION

Areas of Expertise

Leadership Fundamentals ~ Business Management ~ Field Service Engineer Management ~ ISO 9001 ~ SAP

ERP/MRP SWOTT Analysis ~ Cross Functional Collaboration ~ Program Management ~ Project Management

~ Telecommunication Systems ~ Aircraft Avionics ~ Tactical Electronic Warfare ~ Key Performance Indicators

~ ISO 14001 ~ Quality Processes Quality Inspections ~ EMS Auditing ~ Technical Writing ~ Production

Processes ~ Technical Training Programs ~ Process Flow ~ Quality Control ~ Labor Cost Analysis ~ Cost

Control ~ Continuous Process Improvement ~ Six Sigma ~ Success Factors ~ Microsoft Office Suite ~ Value

Stream Mapping ~ Productivity Efficiencies ~ Test Equipment Calibration Resource Allocations ~ Mentoring ~

Operating Procedures ~ Manufacturing ~ Communication ~ Lab Testing ~ Schedule Planning ~ 5S Program

~ Lean Manufacturing ~ Kaizen ~ Just-In-Time ~ Production Work Cells ~ Kan-Ban ~ cGMP Cross Training

Programs ~ Work Flow Efficiencies ~ Inventory Cycles ~ Customer Service

Key Professional Achievements

• Honorably served as a Non-Commissioned Officer (NCO) Staff Sergeant (E5) supervisor of an avionics Radar

and Tactical Electronics Warfare technical team in the United States Air Force. Awarded the coveted Master

Technician Award in the field of avionics for consistent quality work and outstanding leadership. Served as a

federal civil service employee and received awards through the Department Of Defense (DOD) for Outstanding

Civilian Technician of the Year Air Force Flight Test Center and also Outstanding Civilian Technician of the

Year Air Force Systems Command at the Edwards Air Force Base, CA. flight test center facility.

• Achieved and maintained a 95% customer satisfaction rating year-over-year with Phillips Medical Field

Service Engineer customer account while working as a program manager at Tektronix. Developed a color

code monitoring process based on days and weeks of a month's time frame to improve a third party vendor's

production Turn-Around-Time (TAT) from 30 days down to 14 days.

• Contributed in achieving gross revenues of $24M annually and exceeding the product line year-over-

year revenue forecasts for Acterna Telecommunications through facilitating test development and production

processes and improving the formatting of training programs in manufacturing, production process flow and

quality control for fiber optics high speed product lines.

• Implemented lean manufacturing concepts at TTC/Acterna/JDSU to establish accuracy in inventory cycles

and reduce company expense on inventory tax and interest payments by 15%.

• Devised Excel-based labor cost analysis metrics for product line and a production process table for monitoring

product pass/fail repeatability criteria for cost control purposes for Acterna Telecommunications.

• Collaborated with customers and Acterna Telecommunications colleagues in Continuous Process

Improvement Teams (CPIT) instituting Six Sigma programs, 5S and lean manufacturing applications through

Kaizen methodologies.

Glen Thompson ~ *********@*****.*** ~

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