Support Specialist Product

DWYANE C. VINCENT

Bedford, TX *****

682-***-**** ********@***.***

PROFESSIONAL SUMMARY

Accomplished product support specialist and U.S. Navy veteran exceeding 10 years of progressive understanding and experience in various sales and support platforms. Versatile in the application of policies and procedures associated with product marketing, sales, and customer support designed to maximize client satisfaction and facilitate company-wide business goals.

CORE COMPETENCIES

Program Management

Multi-tasking

Interpersonal Skills

Operational Leadership

Troubleshooting

Analytical Thinking

Regulatory Compliance

Client Support

Conflict Resolution

PROFESSIONAL EXPERIENCE

Technical Support Analyst

CalAmp Wireless, Irvine, CA (Remote Position) 07/2023 – 11/2023

Utilized both GPS Software and Hardware to track students and buses for transportation to and from educational facilities. The end users of this product, schools and parents, could be alerted to the status of their child (ie arrived at school or home).

Coordinated with engineering professionals to both develop new and upgrade existing software and hardware through beta testing and report real-time result back.

Product Support Specialist 01/2012 – 01/2023

Draeger Inc./Road Guard Interlock, Coppell, TX

Designed and supported the Global Vehicle Wiring Database to include all website coding, reducing overall downtime and maintenance efforts of 5K+ geographically separated technicians.

Analyzed multi-national interlock software. Identified and resolved multiple compatibility inconsistencies and application failures negatively affecting performance and compliance with state and federal regulations.

Coordinated comprehensive beta testing and repair efforts of 25K+ imported Interlock related products annually, ensuring compatibility with brand excellence and compliance with state and federal regulations.

Assessed various incoming change requests and adapted software accordingly to meet individual state legislation changes, permitting uninterrupted service to national clientele.

DWYANE C. VINCENT Résumé / Page 2

Planned daily product evaluation and troubleshooting efforts with field technicians, reducing overall software inconsistencies and usage interruption, to safeguard client expectations and satisfaction.

Provided individualized training for incoming Product Support Personnel, maintaining a professional and unified experience for both the technician and the client.

Invigorated company-wide product support department with detailed analysis and automations using AutoIT and Rainmeter, creating a wide array of efficiencies and cost savings attributed to negative product performance.

Brand Advocate/Mobile Technical Team Member 04/2010 – 04/2011

MarketStar/Sony, Ogden, UT

Primary mobile technician overseeing 380K square mile southwest region, ensuring product quality and user training conformed to expected outcomes and SONY marketing strategies.

Educated clients regarding value and satisfaction found in company capabilities, solutions, and overall branding, securing unprecedented client retention and satisfaction during FY2010.

Hand selected as 2010 4th Quarter MarketStar Impact Award recipient for outstanding product knowledge and overall customer support excellence.

EDUCATION & CERTIFICATIONS

Bachelor of Science – Physics - Completed 61 general education credit hours.

Louisiana State University, Baton Rouge, LA

High School Graduate

Doyle High School, Livingston, LA.

Sony Master Certified Cyberscholar - Sony Corporation

MECP - Mobile Electronics Certification Program - CEA # 149296

Savin Electronic Technician - Savin Electronics School - Honolulu, HI.

DATABASES, TOOLS, & SOFTWARE APPLICATIONS

Microsoft SharePoint

Microsoft Exchange

Microsoft Azure

Office 365

inContact

Ring Central

gimp

AutoIT

Rainmeter

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