Customer Service Engineer

SAMUEL JONES

**** **** ****, ******, ** ***** 972-***-**** ******.*.*****@***.***

Lead Field Engineer

Information Technologies

Information technology engineer with a proven track record. Superior customer service and outstanding leadership. Over thirty five years of extensive hands-on experience in server hardware troubleshooting and repair. Installed, configured and maintained Sun, HP and IBM server systems for industry leading corporations .Provided consistent performance, strong organizational and excellent interpersonal skills.

AREA OF EXPERTISE

Hardware: Software:

● IBM Risc 6000 ● Sun Micro Systems Sun Fire Servers ● UNIX VM Ware

● Hewlett Packard 9000 and 3000 Servers ● Microsoft NT ● Solaris Windows XP

● Dell Power Vault Servers ● AIX ● Seibel Windows Vista Cisco

Certifications: MCP, A+, Windows XP, Windows 7

PROFESSIONAL EXPERIENCE

National Support Services, Richardson, TX

Lead Field Engineer

Managed and mentored a team of over 15 field engineers which included tasks of:

oCompleting annual performance reviews

oOrganization of work schedules

Maintained over 750K of inventory for multiple accounts including sparing and account costing.

Onsite engineer support for the below major accounts:

oVerizon, Nortel, Ericson, ST Micro, Xerox, Barclays, Towers Perrin, Bank of America, IBM, Hewlett Packard.

Supported standby and holiday coverage for DFW area

Northrop Grumman IT, Richardson, TX

Lead Field Engineer

Provided complex customer service to ensure maximum system availability

Kept complete and accurate logs for customer sites

Maintained FCO updates for all equipment

Ensure maximum customer satisfaction survey results for all accounts maintained in the North Texas area

Provide performance appraisals on quarterly basis

Maintain standby and overtime schedules

Update and install firmware

Provide onsite and remote hardware support for Dell, HP, IBM and Sun equipment

Decision One Corporation, Dallas, Texas Senior Field Engineer

Provided complex customer service to ensure maximum system availability

Kept complete and accurate logs for customer sites

Maintained FCO updates for all equipment

Responsible for communicating equipment inventory levels to management

Control Data Corporation November 1971 – January 1990

Customer Engineer

Maintained multiple customers’ information technology equipment to achieve optimum operation while providing excellent customer service.

Perform all required equipment maintenance

Responsible for maintaining site logs and parts inventory

EDUCATION

Bachelor of Science Computer Science, Texas A&M at Commerce, Commerce, TX

My Computer Career Irving, TX

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