Sales Engineer
Resume:
John J . P utnam
e-mail: ***********@*****.***
Phone: 503-***-****
Work
July 2016 - Oct 2016 North West Evaluation Association (via Kelly Services) Portland, OR T echnical Support
R eceive technical-related telephone calls from partners inquiring how to use software products, services, and reports
I nvestigate and resolve incidents regarding software products, services, and reports
L ead partner through diagnostic procedures by listening to and providing instructions
R esolve questions by applying knowledge of computer software and procedures
D ocument service activity by recording clear, concise, accurate, and detailed case notes for every partner interaction
C reate high quality and consistent partner and staff written communication
E scalate advanced technical issues as needed and alert management of flaws found in software products and services
I dentify the root causes of incidents and determine whether incident is caused by improper procedures or by a programmatic error
U tilize resources such as NWEA Knowledge Base, diagnostic tools, and collaboration with co-workers to research incidents and find solutions
P articipate and contribute to organization-wide projects to improve or create products and software
Dec 2014-May 2016 Intel Hillsboro, OR A ndroid Integration Engineer/Automation Engineer
H ired as Android Integration Engineer for GMINL dept. of OTC. Trained in the GMINL process of system integration.
M oved to IRDA during reorg, working as assistant to dev ops.
T ransitioned to current position as Automation Engineer. Responsibilities include lab maintenance, test slave setup, writing and updating testing and training documentation, training new personnel, designing and implementing standardized reporting used for automation reports in multiple GEOs. Daily tasks include release image testing, troubleshooting, researching potential bug fixes, and some automation code editing and code review.
Sept 2013-Oct 2014 Intel ( via Kelly IT) Hillsboro, OR L ab Manager /Evaluation Unit Engineer
Lab management and coordination of inventory including intake, processing, repair/maintenance and shipping.
Built specialized systems, over-clocked systems, laptops, desktop and server systems, as well as alternatively
cooled systems, advertising kiosks, custom purpose rack mount servers, ultra-books and tablets.
Technical and Desktop Support in person and via phone, email, remotely controlled systems, and messaging for Intel Field Sales Engineers.
Repaired of damaged equipment.
Maintained network used for data storage and restoration of returned systems.
Documented procedures involved in training and running the North American Channel Lab.
Interaction with the Marketing team, Sales Reps, and Customers in the interest of facilitating sales.
Ordered, approved, and coordinated multimillion dollar orders of Intel processors and various equipment from the fabrication facilities around the world.
Recommend/advise Sales and Marketing Team on appropriate hardware and technologies for various trade shows and events.
Coordinate with Sales and Marketing Team to develop demos used to facilitate sales.
Coordinate with the FCC and US Customs on documentation for importation of small quantities of engineering samples of computer hardware into the US.
Created documentation for Customs that allowed international travel of Intel ITC Tradeshow and coordinated inventory selection, packing, and general preparations that allowed for ITC utilization of equipment, as well as providing technical support at initial Portland leg of the show.
Apr 2013-Sept 2013 Intel (via Kelly IT) Hillsboro, OR Verification/WHCK Engineer
Execute Microsoft Windows Hardware Certification Kit(WHCK) tests to verify compliance with Microsoft standards
Performed manual test cases, reported defects; trouble shooting device drivers on prototype hardware, software, firmware to include internal sensor array, USB, and Bluetooth in Windows 8 OS.
June 2012-Dec 2012 Eid Passport Inc Hillsboro, OR Jr. PKI Engineer
Writing, Analyzing, and Implementing Test Plans and Procedures for management and creation of PKI Network Infrastructure.
Testing modifications on test environment prior to implementation on live network.
Building initial workstations and workstation images, as well as working out and documenting procedures for workstation roll out to field engineers.
Performed role of Security Officer for PKI Network.
Supported Sr. PKI Engineers with research, documentation, troubleshooting, and implementation of changes to the infrastructure, at their direction.
June 2012-June 2012 ACS Tigard, OR T echnical Support Representative
• Technical Support via call center for Mac OS X
• Documenting all issues encountered, as well as solutions
• Performed Time, Call, and Queue Management
• Used listening and communication skills to assist customers to either repair their Apple Computer, or if it wasn't feasible to do so over the phone, assisted or arranged for, the customer to take the computer to a service department to have the repairs done.
• Determined warranty status of customer's computer in order to coordinate service and billing as necessary.
Oct 2010-Apr 2012 Intel ( via Kelly IT) Hillsboro, OR L ab Manager /Evaluation Unit Engineer
Lab management and coordination of inventory including intake, processing, repair/maintenance and shipping.
Built specialized systems, over-clocked systems, laptops, desktop and server systems, as well as alternatively
cooled systems, advertising kiosks, custom purpose rack mount servers, ultra-books and tablets.
Technical and Desktop Support in person and via phone, email, remotely controlled systems, and messaging for Intel Field Sales Engineers.
Repaired of damaged equipment.
Maintained network used for data storage and restoration of returned systems.
Documented procedures involved in training and running the North American Channel Lab.
Interaction with the Marketing team, Sales Reps, and Customers in the interest of facilitating sales.
Ordered, approved, and coordinated multimillion dollar orders of Intel processors and various equipment from the fabrication facilities around the world.
Twice Oversaw and Coordinated the transferring of the lab between different Intel Campuses in Hillsboro.
Recommended/advised Sales and Marketing Team on appropriate hardware and technologies for various trade shows and events. Jun 2009-Oct 2010 B onneville Power ( via Tek Systems) Portland, OR I nventory Handler
Assist licensing Manager with Microsoft Licensing issues, including explaining to departments the differences and restrictions of various Microsoft Licenses.
IT Warehouse staff.
Issue and reissue systems and equipment based on CRM tickets.
Dispose of incoming excess equipment.
Recommend new hardware.
Track and store inventory.
Tag and track assets in Sunflower.
Receive shipments.
Track PO and Visa purchases.
Work with Technicians and Users to determine what hardware users need to have purchased.
Oct 2006-Jun 2009 Transferred within I ntel (through Kelly IT), to take up position of E valuation Unit Engineer
Lab Management and Coordination of Inventory owned by Intel’s sales and marketing teams for use in demos, evaluation units sent to customers, and trade shows, including intake, processing, and shipping.
Building of specialized demo and example systems not generally used in mainstream computing such as over-clocked systems, next-generation gaming platforms, pre-production laptop and desktop systems, alternatively-cooled systems, advertising kiosks, and custom purpose rack mount servers.
Technical Support via phone and email for custom advertising kiosks used by Intel and several of it's partner companies for advertising at Fry's Electronics.
Repair of equipment damaged by evaluators and in shipping
Maintenance of network used for data storage and restoration of returned systems.
Writing documentation and Procedures involved in training and running the Evaluation Unit.
Interaction with the Marketing Team, Sales Representatives, and their customers in the interest of facilitating sales.
Aug 2006-Oct 2006 Contracted to I ntel’s LDAV Lab (through Kelly IT) performing W HQL and D TM Certifications
Duties included building test platforms and performing analysis of those platforms for use in WHQL and DTM windows certifications, documentation of results for application to Microsoft for official certification, and researching into all errors and Microsoft test errata for false negatives and test errors.
Jul 2006-Aug 2006 Contracted to I ntel’s PEL Lab (through Mindlance Corp) functioning as T echnical Support Staff
Job consisted of building, troubleshooting, and repairing alpha and beta level samples of servers for testers in six different lab environments. Jan 2006-July 2006 Contracted to X erox Corp (through Adecco Inc) performing S oftware Quality Assurance on their newest multifunction office products
Duties include performing functional, installation, and regression testing on a variety of multifunction devices against Apple and Microsoft Operating Systems.
Dec 2004-Dec 2005 Contracted to Intel's Platform Compatibility and Ecosystem Validation Group ( via Kelly IT) working in the P erformance and Test Development Groups
Performance Group
Tested the performance of various Intel and third party hardware, software, drivers, and bios combinations while adhering to strict test procedures.
Debugged performance issues.
Experimented and researched new performance tests and third party components to add to lab tests and increase granularity of testing. Test Development Group
Developed new tests for use by PCEV lab technicians.
Debugged tests and test procedures.
Researched and implemented new tests to be introduced into the lab.
Trained and assisted lab technicians in the use of new tests, techniques and concepts.
Jun 2003-Jun 2004 Contracted to I ntel (via Kelly IT) Chipset Validation Group as D ebug Technician
Dec 2001-Dec 2002 My duties included functioning as a lab technician and as a Debug Technician working beside Debug Engineers.
Assembling, running and troubleshooting engineering samples of chipsets, motherboards, processors, bios and expansion boards through their lifecycle to finished products.
Diagnosing issues found with various engineering samples to discern the cause of detected failures.
Assignments also included creation and editing of test documentation, and the training of new technicians.
Nov 1999-April 2001 Contracted to I ntel (via Kelly IT) Internet Authentication Services as a Software Quality Assurance technician working on an Internet security architecture product for the American Medical Association.
Performed Black and Grey box testing of user interface.
Created, maintained and executed manual test scripts for lifecycle of product.
Created technical documentation including help files, and installation documentation for use by customers and technical marketing engineers for system installation of product on Microsoft Windows NT, 2000, Sun Solaris 2.6, and Linux Servers.
Gained basic understanding of PKI infrastructure and UniCERT software as part of QA process.
Designed and implemented OS-Browser matrix of test systems which includes: Microsoft Operating platforms Windows 95 - Windows 2000, Macintosh version 7.6 - 9.0, and Linux Kernel 2.2 - 2.4, in most common combinations with the browsers: Internet Explorer versions 4-5.5, Netscape Communicator versions 4.51-4.76, and Konqueror, a Linux web browser.
Aug 1999-Nov 1999 Hired direct by E ntex as part of their team of traveling t echnicians.
Performed installation, maintenance, upgrades, configuration, troubleshooting, and repairs of: servers, rack mounted systems, networks, terminals, kiosks, and workstations using Microsoft, Unix and Linux Operating environments in Michigan, Ohio, and Indiana. June 1999-Aug 1999 Contracted to E ntex at Standard Federal Bank as D esktop Support
Duties consisted of building and creating image files for standardization of installations, and repairing PC hardware in a large corporate environment. March 1999-May 1999 Contracted to H uron Valley Schools of Michigan (via Tek Systems)
D esktop and Network Tech on Mac and PC Network using Novell Networking as well as Microsoft networking packages. Nov 1998-Jan 1999 Contracted to A utomatic Handling Inc (Tek Systems).
Performed system build/repair, troubleshooting both network and standalone systems, including software installation both on and over a Novell Network.
Hard-wired networking for new wing of building and installed network there.
Aug 1998-Nov 1998 Returned to T ek Systems at end of Entex contract
Performed as a local t eam leader of ongoing regional bank computer system upgrades.
Jan 1998-Aug 1998 Transferred within SFB to position maintaining Imaging Network and assisting with administration of NT 4.0 network.
Maintained Infolmage Servers and peripherals including HP optical drive jukeboxes and Kodak 14 inch Optical Drives, assisted with administration of homogenous NT 4.0 network including phone support, various network backup, anti virus software packages and implementation of What's Up system monitoring software.
Nov. 1997-Jan 1998 Transferred within E ntex to their Standard Federal Bank of Michigan (SFB) Contract
Functioned as P C and Network Technician
Oct 1997-Nov 1997 Contracted via Tek Systems Inc. to E ntex Inc. as an entry level t echnician
Performed general PC repair as an on and off site technician 1995-1997 Academic Computing Services (ACS), Oakland University
Senior Member of Troubleshooting Staff, Inventory and Hardware Specialist, including maintaining procedural documentation.
Experienced with basic LINUX installation and operation, as well as with UNIX.
Knowledgeable with all Windows platforms up to & including Windows 2000.
Performed Phone support, hardware and software troubleshooting and repair in a business environment
Well versed in component hardware repair, including most common peripherals.
1989-1996 United States Army (89-93) and Michigan National Guard (93-96), Signal Corps
Set up and maintained secure digital mobile telecommunications network
Accountable as unit armorer for maintenance and documentation of all weapons, combat equipment, and various secure equipment as well as providing assistance to the supply clerk for daily procedures and all inventories.
Education
1993-1998 Graduated Oakland University with B.A. in History
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