Customer Service Information Technology
Resume:
Brian Nakayama *** Crawford Circle – Longmont, CO 80504
*********@*******.***
Objective
To pursue a career in Quality / Engineering utilizing a strong background in Engineering and Science. Eager to contribute my expertise and Six Sigma training toward supporting a progressive organization in optimizing results.
Career Profile
B.S. degrees in Computer Science, Information Technology and Project Management Information Technology.
Associate of Science, IT/Networking Engineering.
Working knowledge of FDA 21 CFR 820, 21 CFR Part 11, 21 CFR Part 312, GMP, ISO 13485:2003/2016, ISO 9001:2008/2015, AS9100C/D
Six Sigma Green Belt Certified, Advanced LEAN Principles and Implementations, Continuous improvement, DMAIC process, DFT Certified
Over 10 years of successful experience in Medical Device Manufacturing including Product Development and Quality Assurance
Experienced Internal Auditor
Customer Complaints, Nonconforming Materials, MRB, CAPA, Verification & Validation, Customer Service, Supplier Quality, Quality Metrics
Detailed Analyst with proven ability to quickly adapt to new environments, learn new technologies and communicate knowledge.
Experience and knowledge in all phases of Software Development Life Cycle (SDLC).
Over 16 years of successful IT experience.
Ambitious team player that works well with others and independently.
Well organized multi-tasker with strong attention to detail
Excellent communication skills in cross-functional teams
Strong focus on exceptional customer service and quality with more than 14 years in customer facing service roles, providing technical support, troubleshooting and problem resolution support.
Creative and collaborative problem solver capable of carrying a customer priority to resolution.
Proven customer liaison, experienced in managing high priority escalations while maintaining a high level of customer satisfaction.
Professional Experience
Circle Graphics. Longmont, CO 2015-Present
Production Manager
Lead and motivate a diverse production team in a fast-paced manufacturing environment.
Actively manage temporary labor requirements, ensuring both production and cost objectives are met.
Work to minimize operation downtime and meet or exceed production plan requirements.
Collaborate with different departments, e.g. production managers, leads, and engineering to improve overall process.
Help with the set up and implement standard operating procedures (SOPs) for all production operations.
Oversee the production process and develops weekly plant production schedule.
Implement and utilize LEAN principles.
Identifying and implementation of key opportunities in 5S, Value Stream - Mapping, Waste and overall streamlining of productivity.
Build and manage relationships necessary to work with teams outside Support.
Manage daily operations of the application support team including workload monitoring, resource scheduling and managing escalations.
Continuous Improvement, DMAIC process, A3, SIPOC, PDCA, Process Diagrams and Flowcharts.
Review the performance of subordinates including implementing action plans which include specific goals and objectives which are measurable and achievable.
Set the example and champion safety by ensuring that health and safety guidelines are followed by all employees.
McKesson Inc. Westminster, CO
Supervisor/ Team Lead, HHS, HEN, HMR, HEO, HEC, HED, Paragon Applications. 2010-2015
Manage daily operations of the application support team including workload monitoring, resource scheduling, and managing escalations.
Work with Customer Advocates on problematic customer issues to ensure Service Orders and customer expectations are addressed.
Developed and implemented procedures, systems to plan and manage capacity, production.
Six Sigma Team Leader of Lean/CI programs, responsible for identifying and implementation of key opportunities in 5S, Value Stream Mapping, Waste and overall streamlining of productivity.
Built and managed relationships necessary to work with teams outside Support.
Continuous Improvement, DMAIC process, A3, SIPOC, PDCA, Process Diagrams, Flowcharts
Focused on development, implementation, training, and maintenance of an ISO 13485-compliant quality system.
Global CAPA System, Root Cause Analysis, Corrective and Preventive Action for Process, Component failure analysis.
Provided mentoring, training, and support for new hires and coworkers (Oracle DBAs, Systems Analysts, and Client Advocates).
Document service order details and customer communications in a highly detailed manner, subject to auditing.
Software Validation and Approval
Performed root cause analysis of critical database issues and database related application issues while corresponding with customers of varying degrees of technical expertise.
RMAN backup configuration, Public Key Infrastructure (PKI) security certificates / certificate authority server, antivirus management, network deployment of software updates / patches, back-up and recovery systems scheduling and troubleshooting.
Create, modify and review knowledge base entries for internal and external use, along with Scripts to automate configurations and clean ups.
Network Security/ Database administration and technical support for production, testing and QA environments with various Configurations of Oracle, including standalone databases, RAC and ASM.
Prior to 2009
Field Service Supervisor/Biomedical Sr. Technician (West coast region) nSpire Health, Longmont, CO
Contractor Seagate Corp, Longmont, CO
Senior Electronic Technician/Quality Engineer Left-Hand Design Corp, Longmont, CO
Lead Technician level 3/ Quality Analyst Flextronics International, Longmont, CO.
Senior Quality Engineer/Project Supervisor Intermec Corporation, Everett, WA
Senior Flight Control Mechanic/Heavy Structures (AOG) B.F. Goodrich Aerospace, Everett, WA
Education
Colorado Technical University, Denver, CO
Bachelor of Science, Computer Engineering, 2006
Bachelor of Science, Information Technology, 2006
Bachelor of Science, Project Management Information Technology, 2006
Minor in Mathematics, 2006
ITT Technical Institute, Denver, CO
Associate of Science, IT/Network Engineering, 2002
Technology Skills
Computer Architecture, System Analysis, SAN/NAS, Mini tab, Troubleshooting, DB2/SQL, FORTRAN, Pascal, Management, design, TCP/IP, NFS, Novel, Toad, Oracle, WAN, LAN, CCNP, CCNA, Pix Firewalls, Managing Cisco Network Security, NERC CIP, NIST, NEI 08-09, VMWARE, Software Insulation/Operation, DOS, Windows 95, 98, NT/2000, ME, XP, Windows 7/8, Visio Professional, Microsoft Office, Linux/Unix, Novel, Agile, CRM, SYSPRO, SOLIDWORKS, QI Macro, Minitab, Windows NT 4.0 Server and workstation, C++, VB script, HTML, XML, JAVA, PowerShell, Bash, ActiveX, Macromedia, Dream weaver MX, Fireworks MX, Freehand 10, Cold Fusion MX, MS word, Access, MS Project, PowerPoint, Excel, Class 3 soldering, Certified Rework, Schematics and Blueprint, Component level trouble shooting, SMT, RF, Clean room, ESD certified, Quality inspection of PCB boards and solder joints, BGA Repair and rework, pad and trace repair, Cabling and harness builds, chasse wiring and grounding, Black-fox training: IPC-A-610D, ANSI/J-STD-001D, IPC-7711, IPC-7721, IPC-A-600, IPC/WHMA-A-620.
Certifications & Training
Six Sigma Green Belt/Lean, Purdue University
Advanced Lean Principles and Tools, Purdue University
Black belt certification in-progress
ASQ/CQA certification in-progress
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