Customer Service Maintenance

OBJECTIVE

To plan organize and execute technical service activities and initiatives utilizing my engineering technician knowledge/ experience and robotics education with developed abilities in trouble shooting and problem solving..

QUALIFICATIONS

Highly motivated professional with extensive experience in repair and maintenance in the fields of electronics and electro-mechanics. Provides a high level of customer service, works well in a team environment and results orientated. An enthusiastic learner and willingly accepts new challenges

Achieved success through:

-Application of hardware based skills in repairs, installations, upgrades and maintenance

-Technical troubleshooting- problem identification, root cause analysis and decisive action to bring about resolution -Effective communications with both technical and non technical individuals

-Listening and building strong client relationships to gain their trust and cooperation

-Planning, organizing and coordinating activities and resources to optimize productivity/results and meet deadlines

-Demonstrating leadership through taking initiatives, staff training and knowledge sharing with peers

ACHIEVEMENTS

-Performed installations, modifications, configurations and upgrades on ATMs as part of pilot project for major financial institution. Instructed and supervised peers in procedures of the pilot project. Upgrades were applied to all ATMs within preset time deadlines.

-Increased first time fix percentage and reduced parts usage. Applied enhanced diagnostics and trouble shooting procedures. Parts cost to branch was reduced and time interval between service calls increased.

-Instructed customers in operational procedures of recently acquired products. Provided hands on training, addressing questions and concerns. Customer knowledge and comfort level with product increased.

-Performed preventive maintenance on full function ATMs, cash dispensers,recyclers and high speed cash sorters. Adjustments, calibrations, parts replacement and cleaning applied as per product condition. Reduced major and minor component failure leading to a high level of customer satisfaction.

-Addressed customer concerns as per chronic machine issues post upgrade. Worked with country support representatives to determine root cause of problems. Applied required hardware and software fixes to resolve faults.

PROFESSIONAL EXPERIENCE

QUANSER CONSULTING (Markham, Ontario) 2013-Present

Electro-Mechanical Technician

Assemble and test robotic and real time control assemblies used in training and education applications

Assemble and test power supplies and control boards

Electronic and mechanical calibration and alignment

Assemble prototypes as per engineering department specifications

Perform inventory control assist with evaluation of recently acquired components

Complete administrative reports utilizing packing list,,parts utilization and time utilization

Pack and prepare completed products for shipment

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DELARUE CANADA (Toronto, Ontario) 2010-2013 Field Service Engineer

-Independently responsible for servicing high speed currency processing machines in the vaults of two major Canadian banks.

-Diagnosing system problems in minimal time, making repairs, rebuilding parts and controlling inventory.

-Gathering and recording machine information at regular intervals to make recommendations for improving the service, reliability and performance of the machines.

-Performance of preventative maintenance, according to company specifications, based on self-made maintenance schedules.

-Preparation and submission of spare-part paperwork and site reports on a weekly basis.

IBM CANADA (Markham, Ontario) 1996 - 2009

Service System Representative

-As Service Systems Representative installed, repaired, and conducted preventative maintenance on Automated Banking Machines (ABM) and their associated peripheral systems.

-Performed upgrades to hardware and software on existing systems during pilot projects. Management of Maintenance, Repair and Operating supplies inventory within the assigned budgets.

-Repaired passbook updaters, teller assist units and cash recyclers to eliminate client service disruption.

-Performed hardware and software upgrades to customer requests, providing customer satisfaction in keeping with company goals for first time fix ratio.

-Managed maintenance and repair parts inventory staying within the branch’s budget for replacement parts.

-Analyzed error codes to determine root cause of system failures, updated service and maintenance logs

-Performed preventive maintenance on Automated Banking Machines and updated logs eliminating duplication of technician efforts to resolve issues.

NULOGIX TECHNICAL SERVICES (Toronto, Ontario) 1994 -1996

Bench Technician

-Refurbished electro-mechanical and electronic devices of Automated Banking Machines, monitors, keyboards and card readers, associated with the banking industry.

-Trouble-shooter for incoming machines from customers to be serviced.

-Provided training to new hires and co-op students.

-Determined cause of problem to machines from customer, and repaired to manufacturer specifications, extending equipment life cycle.

-Performed component level repair of power supplies, avoiding product replacement.

-Calibrated repaired and refurbished equipment to function at optimum efficiency.

NORTH YORK AND TORONTO PARKS AND RECREATION 1986 -2012

Supervisor (part-time)

-Supervise weight room activities ensuring the safety of members, orientation of new members to use exercise equipment.

-Design and deliver exercise training programs, and assist participants towards achieving fitness goals. -Provide input to management when equipment purchases where required.

-Deliver specialized training to police services applicants, and sports specific conditioning.

-Perform regular maintenance on resistance and strength training equipment.

EDUCATION/PROFESSIONAL DEVELOPMENT/AWARDS

Electro Mechanical Technician Certificate,George Brown College

–presently enrolled estimated completion fall 2015

Robotics Technician Certificate, George Brown College

Electronic Engineering Technician Diploma, George Brown College

First Aid Certification, St. John’s Ambulance/Red Cross

Personal Trainer - Can-Fit Pro Certification

Workplace Hazardous Materials Information System (WHMIS)-Course

IBM Service Award for outstanding customer service and contributions to the team

First Aid Certification, St. John’s Ambulance/Red Cross Personal Trainer - Can-Fit Pro Certification

Workplace Hazardous Materials Information System (WHMIS)-Course

IBM Service Award for outstanding customer service and contributions to the team

COMPUTER LITERACY

Microsoft Word and Microsoft Excel

INTERESTS

Guitar playing, song writing and weight training

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