Michael P. Costa

** ******* ***** - *******, ** *1844 - 978-***-**** - Email: acxxdm@r.postjobfree.com

Senior Support Engineer

SUMMARY

Recognized as a dedicated, self-confident, detail oriented individual, with excellent interpersonal skills, able to set goals and meet deadlines. Ability to work on complex problems where judgment is required to determine a resolution. Team player with proven ability in debugging, troubleshooting, and providing well-thought out solutions. Excellent electro-mechanical aptitude, commitment, work ethic, technical abilities and capable of working independently or in a group.

PROFESSIONAL EXPERIENCE

Cytonome /ST, LLC Boston, MA (1/2015 - present)

Technical Support Engineer

Provide product technical support for application-specific cell purification tools, and flow cytometry instruments used in cell sorting labs, and Biological research to diagnosis medical health disorders associated with diseases.

Act as Liaison between Field Service, Manufacturing, and Engineering groups.

Work closely with manufacturing resources to identify and drive improvements, providing resolution of field issues that may impact the customer and/or manufacturing production.

Interface with customer and manufacturing, managing all conflicts, organizing and procuring any necessary parts, materials or information necessary to address complaints and failures discovered in the field.

Assist with product testing, recording and analyzing test data, root cause analysis, and repairing service units.

Collaborate with engineers expressing ideas, recommendations or solutions to resolve technical issues.

Customer focal point to provide troubleshooting, product information or general guidance via phone and email, regarding any customer complaint or inquiry involving optical, fluidics, and electro-mechanical product failures.

Provide recommendations for service improvements, technical training, preventative maintenance scheduling, and offer guidance for installation or integration efforts to technicians out in the field.

Generate engineering change orders (ECO), non-conformance (NCMR) items and document all necessary information and corrective actions performed to meet necessary requirements for compliance.

Track and report customer complaints and field failures using service tracking and reporting software tools.

Build customer relationships, working with individuals to address customer complaints or specific requests.

Support company policies, procedures, goals, objectives and all regulatory and GMP requirements.

St Jude Medical, Inc. Westford, MA (12/2012 to 10/2014)

Service Technician

Performed root-cause analysis, evaluations, repairs, upgrades, performance testing and inspections of electro-mechanical and fiber optic Medical devices which require processing after use in Hospitals worldwide.

Provided input and assisted with authoring new procedures, instructions, processes, training documents, flow charts, and block diagrams related to troubleshooting, repairing, and testing of products.

Wrote technical documents and reports including problem statements, corrective and preventative action recommendations, and conclusions of test results, materials used, data analysis, and environmental conditions.

Experienced with controlled documentation, FDA, ISO, ROHS and Product Safety compliance processes.

Worked closely with Quality Engineering and Product Surveillance providing detailed feedback and documentation of all mechanical, thermal, environmental, and safety tests performed for various products.

Collaborated with engineers and various groups to express ideas, coordinate tasks, resolve service issues, manage complaints, and discuss training, documentation, non-compliance (NCMR) or process discrepancies.

Provided technical service and support for multiple refurbishment programs from Japan, Europe and USA.

Assisted in maintaining organization within the group, providing proper inventory levels, managing lab area, scheduling test equipment maintenance and regularly participating in group training when necessary.

Michael P. Costa, page 2

Vislink / Microwave Radio Communications Billerica, MA (5/2005 to 1/2012)

System Support Engineer

Provided system support for television broadcasting, law enforcement, government, emergency services, homeland security, and satellite communications agencies worldwide.

Analyzed customer product failures and took charge of implementing or recommending corrective action.

Proficient in gathering information, identifying problem, and developing strategies to provide technical and customer service in the areas of digital video compression, microwave propagation, and RF system designs.

Performed Project Management, arranging and scheduling training activities, field site visits, product evaluations, customer installations, commissioning and system integration efforts.

Implemented system application design concepts, interpreting manufacturing orders, drawings, customer requests, site-surveys and documentation reports.

Conducted post-sales product technical instruction/training, customer demonstrations addressing technical objections, and proof of concepts for value added resellers (VAR), customers and vendors.

Performed customer specific setup and configurations, including unit evaluations, troubleshooting, testing, firmware/software upgrades and repairs on RF Microwave (video) systems.

Authored and implemented a part reference spreadsheet, which increased efficiency in researching and confirming customer replacement part requests addressing Customer Service & Sales Department needs.

L3 Communications Security & Detection Systems Woburn, MA (8/2002 to 5/2005)

System Integration Engineer (Logan International Airport, Boston MA)

Responsible for technical support, system installations, and integration of X-Ray and CT explosive detection systems used by TSA and homeland security agencies across the continental US.

Analyzed and managed conflicts experienced by TSA and airport authorities by troubleshooting, repairing and debugging malfunctions of complex electrical and mechanical assemblies.

Conducted system configuration changes using built-in diagnostics, schematics, diagrams and test equipment.

Implemented ECO's, design reworks, prototype testing, integration, calibration and operational equipment tests.

Installed software and firmware upgrades, and conveyor belt application tests using LINUX programming, engineering procedures and built in diagnostics.

Provided and developed training materials, for on-site operator training of TSA and other airport authorities.

Coordinated maintenance schedule procedures involving site acceptance, and radiation testing to ensure systems were compliant and within all necessary operational specifications.

EDUCATION

University of Massachusetts-Lowell Lowell, MA (2012-present)

Computer Assisted Manufacturing and Design (Certificate)

Boston University Corporate Education Center Tyngsboro, MA (2007)

Cisco Networking Technologies (Certificate)

University of Massachusetts-Lowell Lowell, MA (1990 to 1993)

Coursework towards BS in Mechanical Engineering

SKILLS AND INTERESTS

Familiar with Microsoft Office, Visio, Power Point, Linux, AutoCAD, Solid Works, Salesforce as well as few different CRM & ERP software tools. Experienced with FDA, ISO, ROHS, Product Safety Compliances, Lean and GMP practices. Experienced with Semi-Conductor clean room, Manufacturing and Engineering environments. Strong written, verbal, analytical, cross-functional, and interpersonal skills. Fluent in second language, Portuguese. Involved with coaching/playing ice hockey, cars/motorcycles, fishing/outdoors, as well as spending time with my family.

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