Field Service Engineer

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Donald Risch

Equipment Technician, Customer Service Engineer, Field Service Engineer.

Plymouth, MA

Professional Summary

IT Professional with over 20 years of experience in Field Service, I have experience in Maintenance Support, Technical Instruction, Network Administration, and Troubleshooting of complex equipment and issues. I am customer-orientated, and have the necessary communication and customer skills to work in diverse conditions. I can work independently and am a proven team player. Excellent ability to solve problems. Skilled in Computer support: installing new systems, and upgrading existing hardware and software.Proficient in; Microsoft Office suite: Word, Excel Outlook, PowerPoint and other word processing, spreadsheet, and manufacturing software. A direct, truthful individual, presents the truth appropriately and helpfully, to avoid unnecessary conflict. Keep confidence respecting, PSM / HIPAA information. Adapt well to change and approach new challenges with determination. Authorized to work in the US for any employer

Authorized to work in the US for any employer

Work Experience

Customer Support Engineer, Field Service Engineer

APS, Advanced Pharmacy, Transferred from, Exela (BancTec.) in Dec 2020,-North Chatham, MA

November 2018 to Present

Field Service & IT support on Automated Pharmacy systems, providing 7x24x 365 services & maintenance. Performing regular facility visits, scheduled and unscheduled preventive maintenance on Passport and associated equipment, while maintaining a 2 hr. SLA,

• Accurately diagnose, repair, and maintain equipment. Call AP Senior technicians when advanced troubleshooting is needed.

• Remote monitor of the AP PassPort’s on-board diagnostic systems ensuring equipment reliability.

• Consistently keeping my site the most reliable in the division, and below the excessive Unscheduled Maintenance calls, the threshold of less than 6 per month.

• Covered other sites for vacations and coverage for new sites volunteering to cover other sites, and states when needed.

• Responsible for troubleshooting applications

• Resolved customer issues

Regional Service Technician II

Pomeroy IT Solutions, Inc

2015 to 2018

Boston South Division, Field Service, IT support, and Maintenance for Shaw's Supermarkets, Catalina Marking, and others on the South Shore and Cape area. Providing 7x24x 365, on-site and on-call Support. Working independently and as part of project teams. Implement changes to platforms with minimal impact on the business. Can Make quick judgments to fulfill Service Level Agreements (SLA). Perform root cause analysis, to recover quickly from service interruptions, and to prevent recurring problems.

• Setup and repair: HP price checkers, zebra printers, NCR scanner scales.

• Install, customize, maintain, test, and troubleshoot operating systems and software

• Performed tests, configured, installed, maintained, tested, and troubleshoot computers, and servers.

• Tested and repaired "Point Of Sales" equipment IE terminals, scales; scanners

• Maintained Production Laser printers to the board level (Lexmark and HP)

• Including NCR, IBM, and Dell, equipment Cisco switches and APC UPS and software systems

• Installed and services Lexmark Printers, Bizerba Counter scales, and IBM: lanes and printers,

• Including Bizerba, Dingy, and Mettler Toledo, NCR Counter Scales, and symbol hand scanners.

Tape Librarian II

Pomeroy, IT Staffing Services

2010 to 2015

The Lead Tape/Print Comp Operator, a secure one-man deep position, for IBM at Phillips Fall River Massachusetts. Tape support, involves vaulting, inserting, and ejecting tapes from servers and tape drives, Track media movement, check media in and out from off-site storage (iron-mountain)

• Perform all Librarian functions, complying with HIPAA, IBM, and Philips directives

• Completed IBM PSM management and security certifications

• Provide physical security maintenance and supervision of the Data Center

• Ordering expendables, and assisting with other tape library duties.

Achievement: Passed annual audit and semiannual care reviews with No Errors.

Computer Support Engineer

Wright Technology Group

2009 to 2013

Provided: IT solutions & support services, to nonprofit organizations, and small and medium businesses, throughout New England. Onsite: network support, helpdesk, Tech support, and Network administrator. Provide phone, technical support, and peripheral support for both internal and external network users

• Used remote connectivity tools such as Kaseya, GoToMyPC, and eBLVD,

• Tested, repaired, and upgraded to: servers and networks PC's, and VoIP Phone systems.

• Image, Using ghost, custom configuring, and deploying PC hardware and peripherals.

• Install, configure, provide functional support, and troubleshoot, desktop software including:

Windows, Microsoft Office suite, Antivirus software, Malware infestation recovery procedures.

• Support all business applications and VPN connectivity internet and modem applications

Computer Support and Media Technician

Kingston Schools

2008 to 2009

The onsite Helpdesk, Tech Support, and Network Administrator on Windows 2003 and Mac X servers and 300 PCs and Macs. Setup operated and maintained: audio-visual equipment used to amplify record and display sound and images at live events. Managed Equipment includes wireless microphones, video recorders, video splitters, projectors, matrix switchers, and sound mixing equipment.

• Administrative tasks: managing hardware inventory, time tracking, and support tickets,

• Tested, repaired, and upgraded servers and networking components, PCs, and media equipment

• Served as the Point of contact for all new equipment and licensing

Field Engineer

Tolt Service Group

2005 to 2008

On-call Hand and Foot support for Major grocery chains in the South Shore and Cape area. Provided on-site, and on-call 7x24x 365 support, lead Install tech for the New IBM terminal and back office equipment. Configure, installed, maintained, tested, and troubleshoot computer hardware systems Implemented changes to platforms with minimal impact on the business

• Tested and repaired "Point Of Sales" equipment IE: terminals, scales; scanners

• Perform root cause analysis, to recover quickly from service interruptions, and to prevent recurring problems.

Overnight Bench Tested Operator / Technician

RO Filter

2004 to 2005

Toray Membrane America (A subsidiary of Ionics) now GE

Operated, Repaired, and maintained, the RO system test bench. Tested High pressure, Reverse Osmosis Filters and Kept accurate matrix of chemicals and temperatures

• Adjusted Ph levels and Salt Concentration in the test solution.

• Repetitively moved high-value stock weighing 35 to 75 pounds

Education

Some college in Computer Studies-Microcomputer Support

Hesser College - Braintree, MA

October 2007 to January 2008

Some college in Microsoft Systems Engineer

Clark University - Braintree, MA

September 2002 to January 2003

Certificate of Training in Microsoft Windows 2000 Systems Engineer

Clark University - Braintree, MA

2002 to 2003

Help Desk Support in (Customer relations, Vantive Record keeping,)

Getronics - Tewksbury, MA

July 2000 to July 2000

Certificate of Training in Computer Support Specialist

New England Vet Tech - Boston, MA

1995 to 1996

Certificate Of Training in AudoCad 12 Drafting

Whittier Vocational Tech - Haverhill, MA

1993

Skills

• Skills & Abilities • An extensive background of technical skills including: Computer hardware and software Commercial and industrial electronics Power Transmission and conveyor systems Pneumatic and Hydraulic systems • Excellent analytical and problem-solving skills • Highly motivated self-starter with a strong track record of results • Customer centric and service oriented • Diplomatic and tactful with professionals and non-professionals at all levels • Managed teams of 5 or more technicians • Outstanding computer skills including Word, Excel and PowerPoint (10+ years)

• Customer Support

• Customer Service

• Microsoft Windows

• LAN

• Network Support

• Help desk

• Technical support

• Active Directory

• TCP/IP

• Operating Systems

• Remote Access Software

Links

https://www.youtube.com/watch?v=sn19Y9t_SFk

Military Service

Branch: United States Air Force

Service Country: United States

Rank: SSGT/ E5

May 1981 to September 1992

Technical Training Instructor

Vehicle Maintenance Supervisor

Special Purpose Heavy Vehicle Mechanic

1. Supervised and maintained military vehicles in various field and shop conditions

2. Remotely supervised the maintenance of over 250 vehicles scattered through the South Pacific.

3. I was "the Quick Response Team" for the repair of vehicles and equipment where no local maintenance facility was available.

4. Trained over 2,000 Airmen on equipment service and repair

5. Designed and implemented lesson plans, study guides and teaching Aids

Additional Information

my help desk experience is broad and varied.

Formal training at Getronics, Tewksbury MA. 2000

Network Support Analyst. working Tech Aid. Temporary Services.

Support help desk for Bell Atlantic.Net, as that was converting to Verizon.net.

Troubleshooting software installation errors, modem settings,

troubleshooting and configuring TCP/IP, PPP Protocols, Mail, and Browser settings on PC's & MACs.

Was known for dealing with, and aggressive clients and de-escalating tensions to resolve the issues.

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