Service Technician Field

Position Desired: Field Service Technician

Selected Technical Highlights

Achievements

Mentored and retrained existing staff to take on new challenges in the technology area.

Coordinated the advanced seed unit program and was a liaison between engineering and customer/product development teams.

Named storage systems mentor for Intel RAID products.

“Be Excellent” award for aligning support models for newly acquired companies.

Worldwide Departmental award for getting a major memory vendor to change their process to align with Intel.

Received Intel Departmental Recognition award for authoring new technical support and escalation plan.

Authored numerous break/fix technotes & process templates on team SharePoint knowledge base (2013-2015).

Authored technical manuals, online web-based training, bug reports, and functioned as team meeting facilitator (2000-2007).

Projects

Received promotion and transfer in order to rescue floundering technology program in DFW area.

Intel Departmental Recognition award the Bensley/Alcolu Beowulf cluster project.

Recovered $180,000 worth of missing equipment from Intel product dealers.

Intel Worldwide Departmental award for helping move Utah support operations to Oregon.

Reengineered vendor’s PCB design to correct factory flaw saving $1.4M.

Absorbed all configuration, upgrade and maintenance duties on UPS systems, printers and PBX level switches resulting in savings of $3.3M.

900 POS registers refurbishment/rebuild project.

Seven sites, 500 user data center migration from Oregon to Los Angeles.

May Company “Outstanding Achievement” award for POS/Series 1 conversion to open platform.

Education, Certifications and Licenses

ITT Technical Institute, - Portland. Bachelor of Applied Science – BASc. Electronics Engineering/Industrial Automation Technology. 1983 – 1986

State of Oregon electrical license (LEB) holder.

Certified Avery Dennison thermal barcode ticketing printers, Certified Escalation Handling Manager, Certified Intel Integration Specialist, Certified Public Web Author, Certified Sensormatic RFID Security Systems, CIW Professional, CompTIA Network+, ITIL (in progress), MCP, MCSE, NCRC.

PROFESSIONAL EXPERIENCE

PATTERSON DENTAL, Dallas/Fort Worth, TX 2015 – PRESENT Position: Senior Service Technician

Duties: Team lead and mentor for all technology, specializing in imaging and CAD/CAM Installation, maintenance, break/fix repair, configuration, and integration of equipment, proprietary software, and reimaging of servers and workstations.

Relevant New Skills Acquired: CAD/CAM acquisition, milling units, and software, dental laboratories, digital imaging and sensors, Equipment Performance Evaluations, panoramic and cone beam CT x-ray devices, intraoral cameras, practice management software, SAP CRM, site equipment surveys

ENDEAVOR TELECOM, Atlanta, GA 2013 – 2015 Position: Lead Field Quality Engineer

Duties: Supervised installations and technical team. Performed QA/QC checks on installations. Ran weekly technical and load conference calls. Ensured licensing compliance. Functioned as point of escalation for Northwest technicians.

Relevant New Skills Acquired: Customer service, home automation, inventory counts & reconciliation, keypads, key performance indicators, installations, lineman set, metrics, permits, process & procedure, safety, sensors, SharePoint, status reporting, in-house program support, iOS tablet support, weekly fleet inspections.

VERIANT SOLUTIONS, Denver, CO 2011 – 2013 Position: Field Service Engineer

Duties: Provided 24x7 phone and onsite support, data cabling, break/fix troubleshooting, reimaging, case tracking, and inventory management.

Relevant New Skills Acquired: Calibration, case tracking, closing work orders, contract work, customer contracts, deployment, disk reimaging, drive-through timers, follow-up and follow-through, hand and power tools, identification of project requirements and scope, installation, iOS, IP cameras, keeping accurate records, on-call 24x7, onsite repair, parts and consumables reordering, preparing defective returns, responding to service requests, statements of work (SOW), time and materials work, warranty.

PRACTICAL COMPUTING SOLUTIONS, Oregon City, OR 2007 – 2011 Position: Field Service Manager

Duties: Designed custom-built computer systems, data security, backup solutions, network design, cabling, installations, and documentation.

Relevant New Skills Acquired: Access points, anti-malware, cable tester, crimping connections, customer built systems, demarks, driver updates, end users, financial programs, graphic & photo editing tools, labeling, ladder work, laptop, limited energy, low voltage, malware/spyware, migration, network design, offsite backup, patching, performance testing, problem escalation, RDP, remote repair, repeaters, SATA, server administration, small to medium businesses, system design & build, tone & probe set, wireless.

INTEL CORPORATION, Hillsboro, OR 2000 – 2007 Position: Technical Marketing Engineer

Duties: Functioned as engineer, liaison and mentor through various positions.

Relevant New Skills Acquired: Active directory, anti-virus, basic website editing, Bluetooth, BIOS flash, bridges, browsers, bus architecture, confidentiality, corporate environment, dial concentrators, DNS redirectors, email support, engineering support, equipment rack setup, Excel, file permissions and security, FTP, helpdesk work, IP tools, LAN/WAN, NICs, load balancers, mentor, motherboards, operating systems, OSI model, Outlook, platforms, PPE, PowerPoint, processors, protocol trace and capture, RAID, routers, running diagnostics, servers, shares, storage systems, switches, technical writing, terminal services, USB, upgrades, vLANs, VPN gateways, web editors, Word.

NORDSTROM, INC., Seattle, WA 1991 – 1999 Position: Systems Engineer

Duties: Provided support and on-site maintenance of all electronic data and voice processing equipment.

Relevant New Skills Acquired: Analog/digital handsets, barcode scanners and printers, cable management, sense of urgency, configuring email accounts, conversions, copiers, customer satisfaction, determining computer room requirements, desktop support, documenting break/fix, EIA568, emulators, Ethernet, FRUs, gateways, ink jet, internal support, key systems, laser, MICR readers, MS office, new construction, PBX, print servers, peripherals, problem-solving, reading blueprints, regional support, remodels, scanning, structured cabling, technical manuals, test specifications, ticket printers, TDR, token ring, UPS systems, word processors.

MEIER & FRANK COMPANY, Portland, OR 1984 – 1991 Position: Field Service Engineer

Duties: Provided 24-hour on-call maintenance, repair and modification of all company owned electronic equipment down to a component level.

Relevant New Skills Acquired: Building test beds, burn-in, calibration, computers, controllers, data center, electronic article surveillance, field work, hardware and software rollouts, inspection, large scale project work, legacy support, mainframe, mechanical assembly troubleshooting, POS, preventative maintenance, punch panels & tools, retail, RFID, schematics, soldering, spreadsheets, technical assistance, terminal networks, troubleshooting, translating technical terminology, Windows.

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