Technical Support Customer
Resume:
Sithra Keo
*********@*****.***
Work Experience
Technical Support/ Technician
Lutronic – Billerica March 2021 to Present
Phone support for Incoming Service inquiries and technical issues or emails Provide professional Technical Support to external and internal customers (service, sales and marketing, etc.
Takes detailed notes of reported issues/requests and documents, update cases in the ERP system.
Maintain a high level of technical knowledge on all products.
Coordinate, manage service appointments (Installation, Corrective and Preventative Maintenance) for Field Engineers and ensure shipment of parts Build and maintain customer relationships Assist in maintaining technical library.
Assist with in-house device verification, assembling, calibration, and software validation.
Assist with on-call customer support after hours and on weekends.
Continually promote service contract revenue
Manufacturing Technician
Galvanic Applied Science - North Billerica, MA September 2018 to 2021
Perform calibrations and repairs – Set up and run machine to perform calibration; add different liquids into machine to ensure transducer is reading correctly.
Perform diagnostic troubleshooting.
Use and understand meters including transmitters, oscilloscopes, fluke meters.
Ability to provide technical support over the phone, via email, and via remote support software when applicable.
Document and provide accurate detailed technical findings, observations and materials used for all services performed during repair evaluations.
Communicate problems/solutions through written and verbal communication with manager and team members as required.
Assist with complaint follow up, including evaluation, testing, investigation and ticket/case closeout.
Responsible for determining device malfunctions, failures, and perform repairs as suggested by diagnostics and assessment.
Executes tasks in a timely manner and completes work with minimum supervision.
Interact with team members and be involved with providing recommendations for continuous improvement.
Responsible for upkeep of Service area and provide a clean, safe work environment.
Follow and comply with company policies, procedures, goals, objectives and all regulatory requirements.
Responsible for performing a wide range of tasks for a small company that solves critical process-analysis and measurement problems for customers worldwide with gas and liquid-measurement systems.
Perform a great deal of soldering, wiring, cabling (work with PC Boards)
Understand AC/DC electronic components.
Process and Fabrication Technician
Ionic Materials - Woburn, MA October 2016 to September 2018
Responsible for battery cell building
Processed experimental materials using wet and dry mixing techniques, grinding equipment, vacuum equipment, and high-temperature furnaces in ambient, fume hood and glove box environments
Fabricated electrochemical components using manual presses and casting equipment
Assembled electrochemical cells using punching, vacuum sealing and tab welding equipment
Completed accurate and organized data sheets for processing and fabrication work
Maintained and troubleshot processing and assembly equipment
Created data spread sheets using Microsoft Excel and input information
Karl Fisher Titration
Tools Used: micrometer, drop gauges, micro pipette, balances, micro liter syringes, analytical conductivity measurements
Sr. Lab Technician
EMD Performance - Haverhill, MA September 2015 to October 2016
As Container Services/ Lab Tech I, performs all activities associated with manufacturing of air/moisture sensitive or pyrophoric chemical products
Documented and reported required process data in lab notebooks, batch records and SAP
Responsible for daily meetings planning "Fill Plan" with purchasing and customer service to meet customer orders
Participated in process improvement activities and other special projects as assigned
Ensured there was no leaks, damages, or residues on containers
Followed safety procedures opening and inspecting containers inside of glove box
Ensured customers RMA's are met
Inspected and moved materials & containers using SAP, Micola, Horizon, Returns Log
Created and filled out multiple spread sheets for customer records and tasks force using Excel
Followed company health, safety and environmental policies
Tools used: SAP, torque wrenches, digital calipers, vice grips
Shipper/Receiver
DataCon - Burlington, MA January 2013 to September 2015
Responsible for making arrangements for pickup by carrier specified on customer purchase orders
Received and inspected incoming and outgoing products
Followed GMP and SOP
Managed inventory on all items
Handled shipping using Exostar and Visibility (Oracle)
Worked with customer service & purchasing to meet customer requirements
Tools used: screwdrivers, socket wrenches, drill/tapping tools, pallet jacks, oracle
Education
Pursuing AS Degree: Business Administration
Middlesex Community College - Bedford, MA Currently Enrolled
Diploma
Lowell High School - Lowell, MA Received 2009
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