SAMUEL C. BELCHER JR.

Snellville, GA ***** 770-***-****

adt9ka@r.postjobfree.com www.linkedin.com/in/sam-belcher-jr/ SENIOR TECHNICAL SUPPORT ENGINEER

Minimize Operational Cost, Maximize Productivity, and Ensure Quality through Best Practices Meet customer expectations and goals throughout extensive hands-on field and global leadership expertise across multiple industries, retail point-of-sale (POS), back-office servers, mobile computing, and dental radiology equipment. Tackle multiple deliverables simultaneously and resolve technical issues as responsive and adaptable problem-solver. Release product lines for service support availability and support equipment life period. Deliver guidance, share ideas, and bring innovation as collaborative and dependable contributor.

Quality Analysis and Reporting Technical Support Mobile Computing Customer Service Training Development, Documentation, and Delivery Process Improvement Service Design PROFESSIONAL EXPERIENCE

NCR - FORTUNE 500 COMPANY, Atlanta, GA 2018 - 2022 Service Design Senior Analyst

Designed customized service part design for field compatibility for multiple small servers and POS systems as first stage in service lifecycle. Created blueprint for service and identified vision, key deliverables, processes, stakeholders, and tools needed for ongoing success. Set up service support, costing, developed rates, ordered, and provisioned. Created key performance indicators (KPIs) and user experience.

• Expanded business by delivering customer and bid review presentations, service design documents, service models.

• Maximized resources by developing multiple partner companies to complete global service designs, ensuring service support through product life, and controlling and extending product scope.

• Redesigned service part to cover multiple models by adjusting assembly without adding cost and decreasing repair time.

• Played integral role in New Product Introduction (NPI), working with Engineering, Operations, Purchasing departments to ensure serviceability by releasing parts, documentation, and training.

• Designed field service parts kits to successfully repair products in field, ensuring parts were field replaceable and including any parts or accessories required during replacement, whether partial display touch screen assembly or microprocessor requiring thermal grease or replacement heatsink.

• Verified all service parts were individually packaged, stocked, and had MOQ of 1, partnering with purchasing and commodity management on ensuring suppliers met business requirements.

• Setup and configured product support life expectancy, monitoring and retiring product based on part availability, training, and support personnel. Confirmed service parts were in place for on-time product releases.

• Researched and guided service documentation, detailing how to disassemble and reassemble product along with part identifier manual.

CARESTREAM DENTAL, Atlanta, GA 2017 - 2018

Technical Solutions Engineer

Provided escalated technical support to customers, field personnel, dealers, and 3rd parties. Played key role on team responsible for root cause analysis to determine problem trends, identify issues, and remove errors. Sustained complex Large Equipment Dental Radiological Equipment as part of Escalation Team.

• Minimized impact to customer by resolving incidents and restoring customer business operations.

• Trained remote support and field personnel increasing first contact / visit resolution rates.

• Developed expert-level understanding of new Dental Radiologist Equipment industry, serving as immediate expert advisor to internal and external stakeholders.

• Provided technical support guiding National Service Providers while servicing CS Dental Equipment and deployed as Field Service Engineer onsite to resolve difficult client equipment issues when contract engineers were unable to resolve. SAMUEL C. BELCHER JR. adt9ka@r.postjobfree.com PAGE TWO HONEYWELL SCANNING AND MOBILITY (formerly LXE), Norcross, GA 2011 - 2017 Specialist Tech Support Associate Lead

Acted as repair organization technical and operational expert. Owned repair process for LXE full product line of handheld and forklift mounted computers for logistics management. Documented, trained, and guided staff through repair processes to meet turn-around times per service level agreements and obligations. Supplied support to partner organizations globally and escalated issues impacting international and domestic service requirements.

• Led team of specialists through operational and technological changes during acquisition by multibillion-dollar corporation, combining several product lines of service into single location.

• Streamlined operations by setting up and training in new international location, providing on-site go-live support and moving 70% of repair volume abroad.

• Maximized resources through product / process improvement for reliability, along with New Product Introduction.

• Generated and analyzed usage reports for effective Last Time Buy planning, developing and providing retrofit quotes for all part usage and labor requirements.

• Facilitated and documented service repair bulletins to engineering professionals, ensuring exact issues were resolved.

• Saved $175K per year by deploying manufacturing tools, recovering failed Main Logic Boards.

• Organized and managed team repairing over 700 terminals on 7 sites for problems impacting company stakeholders.

• Delivered timely resolutions through operational reporting and analysis, enabling increase in reliability in products, and reducing customer downtime.

ADDITIONAL PROFESSIONAL EXPERIENCE

LXE, EMS TECHNOLOGIES COMPANY (Acquired by Honeywell), Norcross, GA Senior Technical Specialist

• Led ongoing full product line repair training programs for technicians, partners, authorized service providers, and self- maintainers, providing product and process knowledge and ensuring quality repair.

• Reduced repeat returns 50% by contacting each customer where problems were not found and managed quality assurance of all repaired product.

• Created and analyzed failure trend reports, and identified and implemented enhancements, decreasing equipment Mean Time to Repair (MTTR).

• Maintained 99% repair turnaround time goal for contract customers through monitoring workload and escalating problem barriers, implementing and leading quality control and minimizing service rejects.

• Served as interim repair service manager during company transition, meeting day-to-day organizational obligations, and conducting year-end performance reviews for over 20 employees. TECHNICAL SKILLS

SAP Salesforce Oracle Crystal Report Writer Microsoft Office Enterprise Applications EDUCATION AND CERTIFICATION

Associate of Science (AS), Electronic Engineering, United Electronics Institute, Tampa, FL Basic and Applied Programming Skills Certification, St. Pete Junior College, Tarpon Springs, FL Network Plus Certification, Gwinnett Technical College, Lawrenceville, GA Cisco Certified Network Associate (CCNA) Certification, Gwinnett Technical College, Lawrenceville, GA Cisco Wireless Support and Facility Analysis, Certified Global Knowledge, Roswell, GA