Cell: 760-***-**** Email: firstname.lastname@example.org
Customer Integration and Support Engineer / Application Support Administrator / Technical Support Specialist / Desktop Support / Field Engineer
Technologically sophisticated, IT Support & Training Specialist with hands-on experience in project life-cycle management for technical and intranet applications. Proven desktop and network troubleshooting skills.
Diligent Cyber Security Specialist proficient in online security research planning execution and maintenance. Adept at training and educating internal users on relevant cyber security procedures and preventative measures. Specialize in network monitoring security software installation and working to prevent cyber attacks especially in business and corporate settings.
California Polytechnic State University, San Luis Obispo Bachelor of Science Degree
Major: Computer Engineering Senior Project: Networks Security
TECHNOLOGY EXPERIENCE SUMMARY
Extensive knowledge of all common business-related IT functions
Able to identify potential online security risks
Adept at preparing detailed training procedures
Solid understanding of various security software applications
Strong work ethic that includes solid attendance record and frequent overtime
Excellent internal and external communications skills
Applied Spectral Imaging, Carlsbad, CA 2019-Present Applications Field Engineer
Biotech Technical Support Engineer role to support customers in the United States Region. Being that this is a smaller company, I wore several hats as an On Call Specialist Software and Hardware support, Field Engineer Installing and training of the ASI Cytogenetics software and Applications Specialist.
●Software & Hardware Troubleshooting – The units typically involved a defective daughter card to be replaced or camera that went out of service. Some challenges that I faced were having to troubleshoot from log files that weren’t completely well documented by the dev team.
●Hardware Preventative Maintenance – Provided a yearly PM to ASI’s Digital Microscopes and computer Hardware
●Salesforce – Maintained customer ticket tracking and updates through salesforce online portal system.
●Database – Installed MSSQL and used SQL Server Management Studio (SSMS) to provide security for ASI software. Ran SQL scripts to install into customer’s existing Database server.
●Cyber Security Analyst – Our software is an online web portal using IIS, I had to conducted system security assessments based on NIST 800-53
●Supported security tests and evaluations (ST&Es) - Provided security support and evaluation to development teams in order to integrate information assurance/security throughout the System Life Cycle Development of major and minor application releases
●Generated security documentation, including: security assessment reports; system security plans; contingency plans; and disaster recovery plans.
Leica Biosystems, Vista, CA 2017-2018 Field Engineer II
Promoted to the field from the Technical Support Engineer role to support customers in the West Coast Region. This customer facing roll allowed me to connect with Leica’s customers at a deeper level to bring a positive attitude to our products and services. Our response rate was within 24-48 hours and kept a 5 star service.
●Hardware Repairs – I supported about 5 different digital pathology scanners. Each one came with a different type of automation scanning concern for repairs. Typically, debris from a broken slide, a swap of a digital scanner card, etc.
●Hardware Preventative Maintenance – Provided a yearly PM to Leica’s Digital Pathology scanners
●Software upgrades and repair - In some cases, a firmware and software upgrade would be recommended. I kept the customer informed of our latest software and compatibility.
●Daily Tasks - Submitted lab tests, built lab reports, attended field jobs, sent latest controller files of scanners to backup on our cloud host, and, ensuring service work met customer requirements to safely secure the PC unit.
●Exceeded client expectations, earning bonus
Leica Biosystems, Vista, CA 2015-2017 Technical Support Engineer
Provided help desk support for Pathology and Lab Technicians using Leica’s Hardware and Software. Provided my Project Management team leadership for special technical assignments. First-point-of-contact (Tier 1 Help Desk Technical Engineer) for support incidents, as well as end-user training.
●Provide 1st and 2nd level support . Ensure effective “one-stop” technical support for desktop and server. Install and update server and desktop software remotely using TeamViewer or WebEx. Setup, configure, and troubleshoot Leica Equipment. Track and de-escalate technology and workflow problems, and assist Desktop Support Group and other IT groups.
●Project Management. Support management team in getting the team to effectively work together. There was some miscommunication going on before I arrived there, therefore, I worked on creating a likeable environment with one another by implementing the DiSC program to assist the team. I then provided insight to upper level management to help improve productivity and scalability for a more humble approach at completing case trouble support tickets.
●End- User Training. Expanded Leica’s offerings by designing, developing and delivering advanced programs and manuals for end user use and troubleshooting of Leica’s products.
●Development. As I found some of the tasks to be repetitious when providing installation support, I came up with a batch file solution to script the installation process to cut down on the install times.
●Liaison with clients and internal engineering teams for problem resolution
●I’m the go to person for debugging issues in deployed software
●QA Role: At Leica, I wore many hats. Therefore, I multitasked as a QA role in running acceptance testing for our Server / Client Testing software on my local windows VM
●I assisted customers in integrating our software and hardware solutions.
●SQL Support for our software running queries to update image locations of data files.
●Exceeded client expectations, earning bonus
AME, Inc. Temecula, CA 2006-2015 Team Leader, Owner and Operator
After the job market was slowing down and I was not able to find work for some time, I decided to take a stab at entrepreneurship. What I learned in this 9 year journey has helped me understand how to treat customers effectively, provide excellent management skills through hiring sales and mindset coaches who shaped me up to make a stable income for myself for a few years. The journey is outlined below and my experiences and work ethic should allow you as the hiring manager to have a peace of mind that I’m a driven individual.
●2006-2011 – I ran a computer repair company that assisted small to medium size businesses on all their IT Tasks. From Desktop support, networking, supporting multi-user networks, as well as leading high performance technology and telecommunication solutions. Successfully employed 5 IT employees to assist me in the tasks. Lead consultant educating and managing others in the day-to-day tasks and technical questions. Key player in development, testing, and implementation process, including custom tool suite development, to fit client needs. Integrate configuration, and supply installation support for pioneering technology collaboration.
●2009-2015 – I shifted a lot of my work to focus on lead generation for small to medium size companies. I realized that without a customer at your doorstep you don’t have a business. I spent the last 6 years learning how to properly create a sales funnel system, drive internet traffic to that system to convert it to a sale. This model took my business to the next level once I properly knew how to attract a customer. From this information, I built a membership platform to create a scalable residual income for my wife so she may be able to homeschool our three sons. I supervised over 300 affiliates with technical questions as well as marketing solutions.
iSonea, Oceanside, CA 2012-2013 QA Manager
Focus: To grow the Quality Assurance department.
●Designed a Test Engineering Lab for Various Mobile Devices for automation testing (Web App, Android and iOS)
●Designed Test Cases to create various application flaw scenarios
●Technical Documentation Development (Requirements, Validation and Verification, Traceability Matrix)
●Interviewed various mobile and web automation software clients to design a best use for automation of our apps.
●Developed scripts to automate App testing based on test cases
ESRI, Redlands, CA 10/05-8/06 Product Support Engineer
●I developed printing and export tests for GIS/Mapping Software (VBA/VB6/C#) using the Output Object Model Diagram of ArcGIS.
●Verification of defects via a tracking system called Starteam.
●Development of technical documentation.
●Developed technical documentation tutorial for the holistic lab.
●Wrote VB .Net code to write some developer samples for client users of the ArcGIS software.
Hewlett Packard (HP), Rancho Bernardo, CA (1998-2005) Software/ Hardware Engineer
●Developed a printer driver in Java/XML to test printer mech for text printing and graphic printing.
●Learned about how HP firmware is developed and flashed to the printer. Additionally, viewing the results of the firmware information via a terminal screen.
●Wrote scripts to test printer I/O for Kahuna (the front-end Java application) and to be tested by Test Operators. Trained Test Operators how to use my software and designed batch files in UNIX to ease the complexity of running command line scripts.
HONORS and INNOVATIONS
●Earned the Eagle Scout rank
●Recipient of the BECA Scholarship
●Recipient of the Hewlett Packard Scholarship
●Chief Technology Officer (CTO) of the Society of Hispanic Professional Engineers (SHPE)
●Worked full time (40hrs+) during college career to pay for school (5 years computer consulting & web development)
●Proactive in learning new technologies and management mythologies.