Engineer Customer Service

MICHAEL GOODWIN

404-***-**** ********@**********.***

SUMMARY STATEMENT

Field Service Technician with extensive experience installing, troubleshooting, repairing and maintaining enterprise systems and attached peripherals including printers and mass storage. I’m skilled in gathering information, to repair system failures with minimal downtime and impact on productivity. Customer focused with highly rated customer service record. I’m excellent interpersonal skills, frequently recognized by peers and management for outstanding technical support and teamwork.

Skilled in:

Server Installation, Repair and Maintenance

HP Blade experience

Scheduled Customers for Timely Installs/Repairs

Troubleshoot Servers & Tape Libraries Issues

Upgraded Servers, SANs, and Tape Libraries

CompTIA A+

PC and Printer Troubleshooting and Repair

CompTIA Network +

EXPERIENCE

Unisys, Atlanta, GA December 2013 – Present

Field Customer Engineer

Responded to services call for servers, SAN’s, printers, desktops, and notebooks for corporate customers in the Greater Atlanta area. Scheduled service calls; provided trouble shooting, ordered parts and repaired equipment.

Brooksource, Atlanta, GA July – September 2013

Deployment Specialist, Contract Position

Installed Horizon Onesource software, a point of sales system, in public schools grades K-12. Trained personal in use of new registers, and on back of house management. The position weekly required travel across the nation. Worked closely with district managers to ensure a smooth

transition.

HEWLETT PACKARD, Atlanta, GA 1998 – 2012

Global Deployment Services (2004-2012)

Installed new servers, tape libraries and storage array networks for major accounts in greater Atlanta such as Coca-Cola, Home Depot, Clorox, Comcast, Cox Commutations, Turner and CNN. Scheduled customer appointments; conducted quality equipment checks; ensured equipment was properly racked, cabled and powered up. Checked and updated firmware and set IP. Conducted site survey to confirmed readiness of required electricity, rack space, proper cooling, and route from receiving to data center. Relocated servers and equipment to support customer relocation.

Selected Accomplishments:

Successfully completed 1000 server installs for a major company and ensured the customer was satisfied.

Installed MAS (Medical Archive Solution) in Southeast US hospitals improving storage capabilities for medical imaging while meeting federal storage requirements.

Played a key role in maintaining a national account by successfully supporting on-going, multi-year projects with Brinker International. Installed servers, network equipment and cash registers after hours to ensure normal business operations were unaffected.

Supported the multi-million dollar Wal-Mart account by effectively installing servers in retail locations and distribution centers.

Field Customer Engineer (1999 – 2004)

Responded to services call for servers, SAN’s, printers, desktops, and notebooks for corporate customers in the Greater Atlanta area. Scheduled service calls; provided trouble shooting, ordered parts and repaired equipment.

Selected Accomplishments:

Accommodated customer requests by being available for emergency after hours calls

Received security clearance for USPS projects and services

Received security clearance for Atlanta Judicial system projects and services

Resident Engineer (1997 – 1998)

Installed, serviced, and maintained desktop computers and printers; Served as the resident engineer for the Kimberly Clark Corporation.

TAC, Atlanta, GA 1997-1998

Contracted Resident Engineer

Installed, serviced, and maintained desktop computers and printers; Served as the resident engineer for the Kimberly Clark Corporation.

Comms People 1997

Contracted Resident Engineer

Installed, serviced, and maintained desktop computers and printers; Served as the resident engineer Savvy Pharmaceuticals.

Computemp 1997

Contracted Resident Engineer

Installed, serviced, and maintained desktop computers and printers; Served as the resident engineer BECA.

Linder Security 1995-1996

Field Technician/Installer

Installed and programmed security systems in both commercial and resident locations.

Southern Electronic Distributors 1993-1995

RMA Technical Manager

Managed the repair and return of computers and components.

Phone Support Technician

Customer telephone support (answered customer computer questions).

Computer Assembly Technician

Assembled computers to customer specifications.

ComputerMax 1992-1993

Field Computer Technician

Installed and repaired computers onsite.

CompUSA 1989-1993

Phone Support Technician

Customer telephone support (answered customer computer questions).

Computer Assembly Technician

Assembled computers to customer specifications.

Kroger 1988-1989

Frontend Supervisor

Managed the cashiers and frontend clerks.

Tandy Corp. 1988

Computer Technician

Repaired computers.

EDUCATION

Diploma, Digital Electronics

DeVry - Atlanta, GA

CompTIA A+ Certification

PROFESSIONAL DEVELOPMENT AND TRAINING

Blade Server Training

SAN Storage Training

ESL Tape Library Training

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