Customer Service Professional with Manufacturing experience
Resume:
James Beethe
**** ***** ****** *****, ******** Springs Colorado 80917
719-***-**** • *******@*****.***
SUMMARY
A dedicated professional with 12 years’ experience in high technology manufacturing and 8 years of Outstanding Customer Service. Major strengths include troubleshooting, technical training and empathy with difficult customers. Special Abilities in both technical writing and following procedures. A diligent and detail oriented person who is quick to learn and works well in teams Skills include:
Troubleshooting to component level
Repair
AFQ Particle Monitoring Tool
Hazardous Waste Handling and Storage
Training and Standards
Kaizen
PROFESSIONAL EXPERIENCE
Tek Experts, Colorado Springs, CO • 10/2022 – Present
Microsoft Outlook Premier Support Level 2 – 40 hours per week
Responsible for providing advanced support to larger corporate customers of Microsoft. Resolving some of the most difficult problems associated with Microsoft Outlook 2016 and newer. Troubleshooting email problems and difficult situations arising from Outlook not reacting as expected at the worst of times.
Trained in all aspects of Microsoft Outlook operation.
Showed empathy toward professionals having issues with Outlook within their company networks.
Guided professionals toward solving seemingly impossible problems through thoughtful and complete instructions.
Researched challenging issues for corporate Outlook customers, ensuring their electronic communications were kept running.
Convergent Design Inc., Colorado Springs, CO • 06/2015 – 05/2021
Customer Service/Quality Assurance – 40 hours per week
Responsible for testing of new video recorder Firmware prior to public release testing across a wide array of professional Video cameras. Assisted numerous customers with difficulties associated with operation and setup of their Odyssey Recorders and recordings.
Customers worldwide assisted with wide variety of problems, driving them to being solved.
Performed testing of new Solid-State Drive models to ensure they maintained error free read/write speed over a majority of the capacity of the SSD Capacity for qualification.
Instrumental in Recorder License key generation at end of life of recorders, when automatic generation of keys was removed.
Author of Erika Microphone system Manual including all Technical Writing.
Diamond Wire Material Technologies, Colorado Springs, CO • 05/2014 – 10/2014
Process Technician – 40 hours per week
Responsible for monitoring of Tool Recipes and making adjustments to recipe as required to maintain high quality Diamond Wire. Coordinates with Process Engineers to keep tools at maximum efficiency overnight.
Assisting with ramping up for high volume manufacturing of Diamond Wire
Attained Process Technician certification rapidly to support unplanned movement of Process Technicians
Recognized by Process Engineering as learning a complex and new process very rapidly
Apple, Colorado Springs, CO • 07/2012 – 05/2014
AppleCare At Home Advisor (iOS) – 40 hours per week
Responsible for providing technical support to users by researching and answering questions; troubleshooting problems associated with iOS devices such as iPhone, iPod, iPad. Maintain Apple world class customer satisfaction rating.
Provides answers to clients by identifying problems; researching answers; guiding client through corrective steps.
Improves client references by writing and maintaining documentation.
Avoids legal challenges by monitoring compliance with service agreements.
Improves system performance by identifying problems; recommending changes.
Updates job knowledge by participating in educational opportunities; maintaining personal networks.
Accomplishes information systems and organization mission by completing related results as needed.
Intel Corporation, Colorado Springs, CO • 03/2001 – 05/2009
Manufacturing Technician – 40 hours per week
Responsible for operation of the Factory Support Group team in meeting specified factory output goals. Solve extremely complex problems where a high degree of initiative and independent action are required. Coach, train, or lead activities of teammates and role model safe work practices.
Enabled a multimillion dollar particle monitoring tool to pass qualification testing and come online by troubleshooting to root cause and repairing, with no tool specific training, a failure to sample error that caused it to vapor lock and stop working.
Rewrote the training package for the August, and Boat Box clean tools, which reduced training time and helped new employees become productive faster.
Covered for insufficient off-site training capacity by providing level 1 and level 2 training to 6 technicians across 3 shifts
Recognized several times for contributing to the highest test wafer regeneration output.
Acknowledged as the most relied upon Factory Support Group Level 3 Maintenance Technician.
Commended on annual review for being the most knowledgeable August Tool technician in the company.
Intel Corporation, • Hillsboro, Oregon 10/1997 – 03/2001
Manufacturing Technician – 40 hours per week
Responsible for operation of the Factory Support Group team in meeting specified factory output goals. Solve extremely complex problems where a high degree of initiative and independent action are required. Coach, train, or lead activities of teammates and role model safe work practices.
Recognized for transferring knowledge and skills from night shift to day by volunteering to work days and train the day shift to night shift levels.
Achieved highest level certification on all tools in 1 year, the quickest of any technician in the department
Oversaw training quality and performed trainer evaluations as a member of the Training Focus Group.
EDUCATION
B.S. Degree, Computer Network Systems Security, Colorado Technical University,
Colorado Springs Colorado
GPA 3.40
PROFESSIONAL DEVELOPMENT
Technical Writing
Equipment Vendor Training
MS Windows
Apple iOS Systems
CERTIFICATIONS
CompTIA Security + (Expired May 2015)
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