Service Representative Customer

Charles M. Dean

Objective

To obtain a position that will allow me to utilize my experience in the following areas: Customer Service, Xerox and Lexmark Copy and Production Equipment, Casino Gaming Equipment and Systems, Personal Computers, Servers and Networks, Aviation Maintenance, and Personnel Management.

Experience

2015-Current SYSTEMS MAINTENANCE SERVICES, CURVATURE, & BARRISTER GLOBAL SERVICES

Field Service Engineer

I listed all three companies above because when one company dropped the contract the next picked it up, and I was picked up to do the same job I was already doing.

Responsible for servicing A3/A4 Xerox and Lexmark copiers in the SW Oklahoma rural areas to include Fort Sill Oklahoma. These copier units ranged from small desktop devices to larger production units such as the Nuvera, and Versent 180, and many others, this also included the service and repair to all attached high-capacity feeders and downstream finishing devices.

2007-2015 VGT Tulsa, OK

Field Service District Supervisor

Responsible for the day to day supervision of seven Field Service Technicians and their maintenance on the electronic gaming machines for eleven Indian casinos in the SW district of Oklahoma, with a total of 1573 VGT electronic games.

On call for emergencies for the SW District and VGT 24 / 7.

Worked with various departments within and outside of VGT such as the CCE, Field Engineering, Field Service, Casino Technical and Management staff, in the operation and troubleshooting of our electronic gaming machines and systems,

Worked with the team members on upgrades, installs and other tasks as needed.

Reviewed, approved and submitted, Weekly Timesheets, Expenses, Inventory and all other reports as required.

Attended meeting with VGT supervisors, Sales Team Members, Local Field Service Team Members and Casino Management Staff as needed or required.

Volunteered and performed other duties and tasks as needed

2006-2007 VGT Tulsa, OK

Field Technician

Responsible for the day-to-day maintenance of the electronic gaming machines for two of the nine Indian casinos in the SW district of Oklahoma, (Lawton OK area) with a total of 295 VGT electronic games.

On call for emergencies for my assigned casinos and for the entire SW district when scheduled.

Worked with the casino technical and management staff, in the operation and troubleshooting of the electronic gaming machines,

Worked with the team on upgrades, installs and other tasks as needed.

Submitted accurate Daily Service, Weekly Timesheet & Expenses and Inventory reports.

Volunteered and performed other duties and tasks as needed.

2005-2006 SM&P Oklahoma City, OK

Utility Locator

Provided utility protection and locating services, for the following utility companies. Southwestern Bell Telephone, Pioneer Telephone, TDS (Oklahoma Communications Systems Inc.), and Oklahoma Natural Gas.

Assisted and preformed accident investigations.

2004-2005 Assurant Solutions INC. Lawton, OK

Technical Service Representative / PC Help Desk

Provided assistance to our client’s customers using established troubleshooting and diagnostics procedures to determine software and hardware failures in computer components, systems, printers, PDA’s, and digital cameras.

Provided software support for our client’s customers with the following Windows based operating systems, Win98, ME, 2000, XP (Home & Pro)

Provided customer service support for our client’s customers with questions and issues pertaining to their contracts, warranty coverage and service status and tracking.

2003 – 2004 Total Computer Solutions INC. Lawton, OK

Computer Sales / Service Technician

Designed, installed and provided customers technical support for computer networks (Novell, Win95/98, WinNT/2000/2003, Windows XP and LANtastic) and standalone PC’s in homes and businesses. Also installed network cable systems using CAT5 Ethernet cable, installed and configured hubs, routers and switches as needed for network connectivity.

Preformed computer technical service support on the phone, on-site, in-shop, and across the internet via e-mail and remote access to solve computer / network problems, and aide customers in obtaining answers to their questions and resolving problems on their systems / networks.

Computer sales representative, aided customers in design and purchase of computer and network systems. Prepared bid proposals for small and large businesses and schools in the local area.

Worked with venders to order parts required to complete customer purchases / orders.

2002-2003 DaveCo Industrial Inc. Lawton, OK

Inventory Control

Processed incoming orders on a daily basis.

Created purchase orders as needed to fulfill customer request, and to maintain warehouse stock levels. Adjusted stock levels of items as required due to sales trends and product movement analysis.

Closed out purchase orders as product arrived daily and entered items into Point of sale / inventory control program.

Worked with many venders to research products for sale to customers.

Fabricated and repaired hydraulic and pneumatic hoses and located items within warehouse as needed for sale to customers.

Operated forklift as needed to load and unload trucks and trailers.

1995-2002 Total Computer Solutions INC. Lawton, OK

Shop Supervisor

Provided supervision and instruction to the technical service staff in the servicing of customer computer systems and networks.

Designed, installed and provided customers technical support for computer networks (Novell, Win95/98, WinNT/2000, and LANtastic) and standalone PC’s in homes and businesses. . Also installed network cable systems using CAT5 Ethernet cable, installed and configured hubs, routers and switches as needed for network connectivity.

Preformed computer technical service support on the phone, on-site, in-shop, and across the internet via e-mail and remote access to solve computer / network problems, and aide customers in obtaining answers to their questions and resolving problems on their systems / networks.

Worked with venders to order parts required to complete customer purchases / orders.

1992-1995 Lawton Computer Center Lawton, OK

Partner / Computer Service Manager / Network Technician

Provided supervision and instruction to the technical service staff in the servicing of customer computer systems and networks.

Designed, installed and provided customers technical support for computer networks (Novell, Win3x/95, and LANtastic) and standalone PC’s in homes and businesses. . Also installed network cable systems using CAT5 Ethernet cable, installed and configured hubs, routers and switches as needed for network connectivity.

Preformed computer technical service support on the phone, on-site, in-shop, and across the internet via e-mail and remote access to solve computer / network problems, and aide customers in obtaining answers to their questions and resolving problems on their systems / networks.

Computer sales representative, aided customers in design and purchase of computer and network systems. Prepared bid proposals for small and large businesses and schools in the local area.

Worked with venders to order parts required to complete customer purchases / orders.

Packard Bell on-site service warranty technician for southwest Oklahoma covering an area of 120 square miles.

1992-1992 PC Systems Oklahoma City, OK

Computer Sales

Assisted customers in purchasing computer parts and systems.

1980–1992 US ARMY

Aviation Maintenance

Highest rank (E-7) Sergeant First Class

I held the following positions during my time in the US ARMY

Company 1st Sergeant:

Duties included the day-to-day management of the unit and the health and warfare of all enlisted members assigned to a Combat Aviation unit in the republic of Korea. The direct supervision of all non-commissioned offers assigned, to include the reviews of the senior NCO’s and the promotion boards for the NCO’s and lower enlisted. Responsible for properly maintaining the unit duty rosters.

Division Aviation Logistics Team NCOIC:

Duties included maintaining aircraft maintenance flowcharts for the division’s 104 rotary wing aircraft. Consolidated all unit level daily maintenance reports for the weekly maintenance report to the Battalion Commander. Assisted in preparation of the BN Commander’s biweekly aviation maintenance report to the Division Commander. Prepared the quartile aviation maintenance report to the department of the Army. Worked with unit production control sections to assist them in obtaining technical assistance from department of the army technical service reps, and to obtain and track parts that have been ordered as required.

Aviation Maintenance Supervisor / Production Control NCOIC:

Duties included maintaining aircraft maintenance flowcharts. Coordinated between the maintenance platoon and flight platoons for all scheduled maintenance. Ensured all TBO items due were placed on order prior to aircraft being scheduled for maintenance. Prepared all unit level aviation maintenance reports. Maintained a technical library for all aircraft assigned to unit. Provided a link between the unit technical supply section, the maintenance section, and the division aviation logistics team to acquire parts, materials, and technical assistance needed to bring our aircraft up to operational status as needed.

Attack Helicopter Platoon Sergeant:

Duties included supervision of AH-1 Cobra crew chiefs and maintenance personnel in the performance of their duties on their assigned aircraft, vehicles and ground handling equipment. Monitored all aircraft forms and records in the logbooks of all aircraft assigned to my unit to ensure compliance with ARMY standards. Maintained a technical library for assigned aircraft, toolbox inspections, TBO and aircraft inspection charts. Preformed duties as a limited item technical inspector for panels and other items that were required to be closed for flight, which required opening during daily and special inspections.

Aviation Quality Control Supervisor:

Duties included supervision of all aircraft quality control inspectors / aviation technical inspectors in the performance of their duties. Inspection of OH-58A Kiowa and UH-1H Iroquois helicopters assigned to unit as required. Monitored AOAP program, TBO charts, aircraft weight and balance forms and records. Assisted in maintenance test flights as an observer / recorder in aircraft that had completed phase inspection, main or tail rotor blade / hub, transmission, engine or drive shaft replacements.

Aviation Technical Inspector:

Duties included inspection of OH-58A, and UH-1H aircraft, and their forms and records. Provided inspection assistance and interpretation of technical publications such as: technical manuals (TM), technical bulletins (TB), maintenance work orders (MWO), and safety of flight messages (SOF). Insured quality control procedures were adhered to during all phases of aircraft maintenance. Maintained technical library, time between overhaul (TBO) charts, weight and balance records, and aircraft historical records. Monitored the Army Oil Analysis Program (AOAP). Assisted in maintenance test flights as an observer / recorder in aircraft that had completed phase inspection, main or tail rotor blade / hub, transmission, engine or drive shaft replacements. Inspected items being returned to depot for repair for errors on forms and records and for proper corrosion prevention and packing materials.

Aircraft Maintenance Team Leader:

Duties included supervision of the OH-58A Phase team members in the performance of their duties. Ensuring proper inspection procedures were being followed and that entries in the phase books were entered properly and that all deficiencies noted were corrected. Supervised and preformed scheduled and unscheduled maintenance that was required as components failed or reached their end-of-life cycle. Responsible for ensuring that all maintenance and inspections required on ground handling equipment, such as jacks, jack stands, maintenance stands, vehicles, and recovery equipment were preformed to standard and that all forms and records were completed as required. Insured all parts needed to be changed during phase and all other maintenance were ordered and on hand as needed. Assisted in preparing components for shipment back to depot for repair.

Observation / Scout Helicopter Crew Chief / Mechanic:

Duties included daily inspections and servicing of OH-58A aircraft and keeping track of up coming inspections and performing those inspections that were at crew / platoon level. Responsible for adhering to proper procedures for taking oil samples and submitting those oil samples to the ARMY oil analysis program. Responsible for working off any and all deficiencies noted in daily, preflight and post flight inspections. Assisted in all scheduled and unscheduled maintenance as required to include Phase inspections on aircraft assigned. Responsible for making correct entries in aircraft logbooks, and forms and records.

Education

Dell Server Certifications Tulsa OK 2008 (not current currently)

Management and HR classes as required Tulsa, OK

40 Hours VGT gaming system training, VGT Tulsa, OK 2006

120 Hours PC Help Desk / Contract Support Training, Assurant Solutions INC. Lawton, OK 2004

Novell CNE Course Chicago, IL 1994

Novell Service & Support Course Chicago, IL 1993

Aviation Management Courses (Basic Aircraft Electricity & Aircraft Weight and Balance 6.3 credit hours) Central Texas Collage, Korea Campus 1988

Advanced Non-Commissioned Officers Academy Ft. Eustis, VA 1986

Senior Aviation Technical Inspector Course Ft. Eustis, VA 1984

Observation/Scout Helicopter Technical Inspector Course Ft. Eustis, VA 1981

Basic Non-Commissioned Officers Course Ft. Stewart, GA 1980

Observation/Scout Helicopter Repairman’s Curse Ft. Gordon, GA 1980

Lawton Senior High School, 12th Grade Graduate 1977

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