Customer Service Engineer

Richard A. Alves

**** ***** ***** **** *****: 925-***-****

Discovery Bay, CA 94505 Email: adt8gr@r.postjobfree.com CORE SKILL AREAS:

Customer Relations MS Office Microsoft Applications Team Player Learning Management System (LMS) Inventory Management Internet Research Telephone Communications Self Motivated & Detail Oriented Setup and maintenance of Training delivery Lab Equipment Proficient with PC/laptop Proven ability to interact with Staff at all professional levels Strong analytical and problem solving skills

PROFESSIONAL EXPERIENCE

ACARA SOLUTIONS, INC., DISCOVERY BAY, CA 2016-Present 2004-2010 Field Service Engineer / Field Technician Field Service Network Analysts & Trainer

The Field Service Network Analysts and Trainer entailed a territory of many different types of Xerox machines in the Bay Area and valley. While performing the job of installing Xerox machines and doing the network setups, correcting any issues the machines would have, the number one priority was helping the customer and making sure all their needs were met. If machines were assigned for training would be required to train the customer on the use of the machine.

● Delivered exceptional customer service with a high level of professionalism to every customer. STRATASYS INC., DISCOVERY BAY, CA 2011-2016

2004-2010 Field Service Engineer / Field Technician Field Service Engineer / Field Technician

The Field Service Engineer entailed a territory of many different types of Polyjet Production machines in the Bay Area and Western United States. While performing the job of correcting any issues the machines would have, the number one priority was helping the customer and making sure all their needs were met.

● Delivered exceptional customer service with a high level of professionalism to every customer.

● Quickly troubleshoot and repair of Polyjet Production equipment.

● Assisted end users to minimize service calls through phone coaching or on-site demonstration of proper machine programming and operation.

● Maintained trunk inventory of parts.

● Managed customer response time.

XEROX CORPORATION, PLEASANTON, CA 2010-2011

2004-2010

Customer Service Engineer / Field Technician

The Customer Service Engineer entailed a territory of many different types of Color Production machines in the Bay Area. While performing the job of correcting any issues the machines would have, the number one priority was helping the customer and making sure all their needs were met.

● Delivered exceptional customer service with a high level of professionalism to every customer.

● Quickly troubleshot and repaired Xerox Color Production equipment and multi-functional network devices.

● Assisted end users to minimize service calls through phone coaching or on-site demonstration of proper machine programming and operation.

● Maintained trunk inventory of parts.

● Managed customer response time.

XEROX CORPORATION, PLEASANTON, CA

2004-2011

Product Specialist

The role of the Product Specialist was involved with the iGen Production machines. This position had responsibility for support to Oakland, San Francisco, Santa Clara and Sacramento areas, and also backup support to the Pacific Northwest. The primary territory entailed 27 iGen machines and 32 technicians in the Bay Area.

● Exceptional proven troubleshooting skills.

● Provided on-site repair/assistance when required.

● Coached technicians in their troubleshooting skills.

● Conducted field audits and developed action plans with work groups to improve their reliability and parts usage.

● Optimized asset utilization.

● Managed all product installs.

● Assisted all product software upgrades.

● Provided monthly feed back sessions with Field personnel and managers. XEROX CORPORATION, PLEASANTON, CA 1995 – 2004

Senior Trainer

Responsibilities of this position included Oakland, Sacramento, Hawaii, Portland, Seattle, Anchorage

& Salt Lake City Training Centers and their instructors.

● Managed operation budget of $1M.

● Certified Instructional Methods trained, (Xerox P11)

● Performed quarterly site visitations.

● Maintained facilities and on-site equipment.

● Oversaw and coordinated training through other trainers.

● Taught train the trainer classes.

● Authority to order equipment for training needs.

● Instructed large groups of students on multiple products and different learning styles. Provided individualized instruction and coaching.

EDUCATION AND SKILLS

Castro Valley High School, Castro Valley, CA. Diploma US Navy

Xerox Corporation

Objet / Stratasys

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