Customer Service Technical Support

CAREER STRATEGY

Seeking a management position where I can apply my energy, skills, and experience to develop, motivate, lead and encourage employee productivity.

Focused, educated and professional with successful strategic leadership and customer service background

Diverse managerial skills in distribution, planning and organizing

Proven track record in restructuring customer service to build customer care organization focused on quality to provide our clients the very best in service and support

Established sales and circulation goals and motivating staff to attain those goals

Experienced in electronic manufacturing and operation of surface mount equipment

Reputation of integrity with uncompromising focus on customer service of subscribers, advertisers and inter-company clients

Highly competent with Windows, MS Office, SAP, SPSS, FrontPage, and WordPerfect Strong organizational planning and priority setting skills

Strong interpersonal skills and adaptive communication style

Demonstrated strong analytical and troubleshooting skills.

Recognized by leadership for innovative ideas and positive “can-do” behavior in the workplace

EXPERIENCE

McDonald Technologies International, Inc. (Carrollton, Texas 75006) July 2013 – Present

Surface Mount Manufacturing Engineer

Fuji Machine Program Development, SMT Technical Support

Increased productivity through the support and leadership of people, processes, and technology

Developed and maintained automation programming

Ensured production equipment is capable and has capacity for growth by integrating equipment, people, material flow systems, and information systems

Developed and maintained process quality control systems to ensure product quality

Drove continuous improvement in labor costs through waste reduction, production efficiency, and operations improvement

Evaluated, implemented, and monitored processes and operating systems for the manufacture of printed circuit boards

Responsible for maintaining and improving factory processes and related metrics, such as production efficiency, cycle times, capacity, capabilities, and others as needed

Provided ongoing product and process improvements to meet quality, CPI, CI, and production goals

Provided “on the floor” technical support as required for critical process and product issues

Ability to design processes, evaluate results, and drive solutions to improve the processes

Worked closely with production and support teams to manage work flow for efficient operations

Created, edited, and maintained all necessary documentation

Developed and supported new manufacturing processes in support of new product development and production

Owned all released products through “end of life”

Product design (DFX)

Moco Enterprises (Plano, TX) November, 2012 – August, 2013

Program Manager

Guided several departments in designing and developing projects through the production stage

Collaborated with management teams to deliver assigned programs

Developed group and individual timelines and assessed/identified potential bottlenecks in each project/program process

Directed the recruitment process of key employees and the selection of consultants and outsource vendors

Developed and initiated internal processes to improve program delivery within specific timeframes

Established goals and milestones as per the desired results to be generated by the project

Defined the resources required for completion of a project and allocated resources accordingly

Managed teams working on different programs and reconciled any areas of possible conflict

Creation Technologies (Plano, TX) November, 2006 – November, 2012

SMT Manufacturing Supervisor

Managed the daily operation of the SMT printed circuit board assembly processes including all machine operators and the engineering support staff

Developed processes and maintenance schedules for all SMT equipment

Procured new manufacturing/engineering software from Valor Inc. to improve NPI, DFM, machine programming and documentation processes

Frequently participated in Kaizen Events and Six Sigma Quality Projects to improve efficiency and quality

Created assembly documentation, SMT programs, and work instructions to support the manufacturing process

Provided technical support to the manufacturing staff

Performed preventative maintenance and repairs on all SMT equipment

Executed the assembly of prototype builds as well as collected, analyzed, and processed information to provide feedback to the design team

ADDITIONAL SKILLS:

Manufacturing Equipment

Siemens, Quad, Fuji, Juki and Universal SMT equipment

MPM and Dek screen printers

SPI, AOI and X-ray machines

BTU and Heller reflow ovens

Icon Health and Fitness/Jumpking/Keys Backyard (Mesquite, TX) March, 2002 – September, 2006

Customer Care Manager / Technical Support Manager

Managed Technical Support and Customer Service Division and escalated customer issues

Managed RA Processing, Reimbursement and Customer Care relations

Spa Production Coordinator

Managed over 150 employees within the spa production department

Managed daily production and maintained inventory to ensure that production could be done properly and in a timely manner

Purchased needed equipment directly from vendors such as Balboa for controllers, electronic topside equipment, etc. and miscellaneous tools and equipment from Grainger

Maintained and exceeded a weekly quota of 800 spas produced

Technical Support Coordinator / Manager

Managed all Technical Support and Consumer related questions on specific electronic functional aspects of our equipment

Handled all of my Accounts Payable and accounting issues with Technicians in the field

EDUCATION & CERTIFICATIONS

A.A.S. Business Management – Eastfield Community College GPA 3.50

Certificate in Management – Brookhaven Community College

7 Habits of Highly Effective People Certification

Lean Management Certification

References available upon request.

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