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Service Engineer

Sanford, North Carolina, United States
October 26, 2016

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

Sanford, North Carolina 27332




Over 40 certifications and 22 years experience servicing Hewlett Packard (HP) and Prolient servers, desktop computing products, multifunction printers and wide format printers. Certified on Scitex flatbed legacy light industrial wide format printers, Siemens F100, IBM F150 commercial printers, HP Design Jet Wide Format Printers and Wide Format Latex Printers. Customer Relations

Highly experienced in providing professional, individual customer care in order to promptly resolve technical issues, develop solutions to meet customer needs, and communicating customer requirements to the sales department and upper management levels. Work Flow Management

Accountable for the timely identification and resolution of customer technical break/fix and other user issues and for meeting contractual service level agreements. Self motivated to ensure a high level of customer satisfaction, work management documentation is completed timely and accurately. Clearance Level

Final Secret (Expired)


October 2006-April 2016 Hewlett Packard Company

Field Service Engineer



As a field engineer, I am responsible for performing the daily break/fix of all products, 24/7 standby on a rotational basis on all Prolient servers, desktop computing products, printers/MFP’s and wide format printers as the need arises. Responsible for maintaining Scitex light industrial legacy flatbed wide format printers. Install configure, calibrate all of the above products and ensure network connectivity, functionality, and initial user education and training on the product. Contact customers, schedule service, and manage case start to successful resolution of issues. Research cases individually for the best and quickest resolution. Provide feedback to upper management on hardware issues that may exist to assist in enhancement of product to increase future reliability. Maintain and update service records in HP database through the Ice application daily. Order parts and ensure their timely receipt and return of used parts. Maintain records on all aspects of the day to day break/fix operations. Maintain Personal training to ensure continued education and certification on new products as they emerge into the market. Strive to provide world class service, and resolve customer hardware issues as they arise.

October 2004-October 2006 Northrop Grumman

Field Service Engineer


Provided hardware break/fix solutions on HP, Sun, and Dell servers on as needed basis. Service and support on HP/Dell desktop computers. Service and support on OKI Data, Xerox laser jet printers, color laser jet printers, and line printers. Installed, configured, and calibrated all of the above products. Ensured network connectivity, functionality, and initial user education on the product. May 1994-September 2004 (ARC) Alternative Resource Corp Field Service Engineer


Responsibilities included the day to day distribution of workload to members of my team. Resolved any issues as they emerged and provided support to junior techs on cases requiring escalation. Performed daily office duties as well as break/fix service on HP products to include laser jets, desktop computing, and HP servers. As the lead in Columbus, Ohio, I received all incoming service requests, both next day schedule and same day, resource for same day service request and direct next day workload distribution. Ordered parts and ensured their timely receipt and return of used parts. Maintained records on all aspects of the day to day break/fix operations. Provided scheduling for break/fix and installation of new equipment. Worked with customers to schedule installation of new product as needed.


September, 1975-Aug, 1986 USMC

Sgt of Marines

August, 1986-1991 Appliance Service Tech

Service/repair all appliances, laundry products, kitchen products, air conditioners and ref. products, HVAC, and assist in plumbing and electrical projects as needed by company. EDUCATION

1991-1994 The Ohio State University

Columbus, Ohio

1975 High School Graduate

Mansfield, Ohio

On going Trade Schools, WBT, and continuing education and certification to maintain high levels of expertise in the industry.

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