Technical Support Field Service
Resume:
Ramon Wallace
Hillsboro, OR *****
*****.*******@*******.***
Field Service Engineering professional with over 20 years of experience in technical support and engineering functions, expert in equipment installation and maintenance. My key achievements include pioneering the first source inspection qualification training seminar at ASM Singapore/Japan and DNS Screen US/Japan coordinating complex equipment installations and upgrades at Intel and Tokyo Electron TEL. Seeking a Technical Lead/ Project Manager position where I can bring my installation management and field service engineering skills to support your mission of advancing innovation and excellence in the semiconductor industry. My experience includes overseeing tool installations from facilities design to vendor qualifications. Maintained good customer relations at Intel, Samsung, and TI. Provided high-level technical support and solutions in fast-paced environments, contributing significantly to operational efficiency and project success.
Willing to relocate: Anywhere
Authorized to work in the US for any employer
Work Experience
Project Manager IQ Thins Films Installs
Intel D1-Hillsboro OR January 2019 to Present
• Oversee thin films equipment installations from facilities routing and layout design, to equipment qualifications for production
• Conduct daily updates to various stakeholders regarding tool installation adjustments, progress, and strategy to complete installation milestones
• Coordinate trades and vendor's daily installation scope including risk mitigation.
.• Managed installation of over 15 engineering projects simultaneously, each with a budget of $1 million.
• Improved safety compliance, reducing incidents by 30% across all projects Reduced installation time by 30% by streamlining process engineering workflows
• Increased operational efficiency by 25% by integrating advanced routing systems and improving project timelines.
Maintenance Technician – Deposition, Die Prep
Intel-Hillsboro, OR
January 2017 to December 2019
• Increased material efficiency by {15%} through optimizing die prep processes • Complete emergency/unscheduled repairs and preventive maintenance on various manufacturing equipment based on required Intel protocol • Maintain and update required maintenance procedures/documentation • Work directly with equipment engineering/operations to plan troubleshooting and preventative maintenance to ensure minimal disruption of manufacturing processes
Technical Support Specialist III – Wet Etch
Tokyo Electron-Hillsboro, OR January 2014 to December 2016
• Coordinated and performed software/hardware upgrades and installations in conjunction with various engineering support groups (e.g., trades, life safety system) • Achieved a 10% reduction in equipment downtime by optimizing preventive maintenance scheduling.
• Provided a high level of technical support to meet customer satisfaction by continually updating customers on parts, upgrades, and equipment qualifications in escalation • Conducted weekly team meetings, to provide input on equipment status, technical procedures, and new processes within the department. • Wrote technical documents related to current equipment that were published on the TEL's Technical Support site. • Performed root cause analysis and provided action plans for equipment issues reported by field service engineers and customers promptly. • Managed completed on-site system installations, upgrades, and retrofits, diagnosis, preventative maintenance and repairs of complex electronic and mechanical systems
Technical Installation/Training Manager
ASM America/Singapore/Japan January 2011 to December 2014
• Pioneered ASM Singapore’s manufacturing site first source inspection qualification training seminar and defined key milestones in preparation for various customers source inspection qualification • Directed the preparation, conduct, and evaluation of PEALD/PECVD process technical training programs at ASM Japan/America Training Center • Increased first-contact resolution rate by 20% by implementing an enhanced training program for new hires. • Led training staff and personally conducted classes regarding safety, security, installation, programming, preventative maintenance, troubleshooting, and debugging. • Maximized cross-boundary working efficiency with ASM Japan partners by working directly with product support in the development of installation, maintenance, operation, and troubleshooting procedures • Manage multiple PECVD/PEALD semiconductor equipment training programs per business needs, regulatory requirements, and Quality Management.
Field Service Engineer III/Technical Trainer
DNS Electronics America/Japan January 2006 to December 2011
• Installed and sustained Wet Etch/Wet cleans single wafer/batch systems at Intel and Samsung. Cultivated quality customer support relationships with tool owners and served as Equipment Expert to the in-house technicians. Maintained hazardous and non-hazardous fluid delivery, ratio and rate regulation, and targeted dispensation systems • Traveled worldwide to various DNS customer sites to perform/coordinate equipment installs of tools including software setup and upgrades, electrical installation and integration, and hardware setup including thermal energy delivery, robot, chemical delivery, and pressurized system setup and qualification. • Develop technical maintenance and troubleshooting procedures for multiple Wet Etch/Wet Cleans DNS electronics equipment. Troubleshoot, diagnose, debug and repair complex electro/mechanical/ pneumatic equipment utilizing tool drawings/schematics, interlock matrix, and wiring diagrams • Provide high-level technical training efforts for DNSE Field Service engineers/Technical support and DNSE customers, including classroom and on-site training. Work directly with Dainippon Screen Japan technical training department while on assignment in Japan to develop SU3100 (Single wafer wet clean process equipment), Kawasaki, and Yasakawa robotics training and maintenance program.
Equipment Support Specialist
Texas Instruments-Dallas, TX January 2004 to December 2006
· Equipment support specialist for manufacturing, seeing over the Thermal,
Diffusion and Wets divisions of wafer processing in a front-end semiconductor environment for the Texas Instruments DMOS 6 facility in Richardson Texas. · Monitoring and tracking the MTBF and MTTR data ensure that good throughput and high yields are always achieved. Working closely with process engineering, operators and management to ensure goal priority-setting
· Extensive knowledge of Metrology Control systems, related measurement and inspection equipment such as CMM, micrometer, microscopes, profile meters, and particle counters etc. · Applied DMIS software to provide accurate measurements and inspections data. Conducted and provided detailed audit inspections per internal and external customer specifications.
Assistant Asset Controller
Brink's Incorporated Inc. January 2000 to December 2004
· Maintained computerized balance spreadsheets, change funds, and precious metal reports. Responsible for maintaining all appropriate vault records. · Conducted daily vault audits, cash audits to ensure dual and triple verification standards. Maintained airtight security to ensure customer deposits are safe using multiple control and security processes.
Merchandising/Shipping and Receiving Clerk
Costco Wholesale-Fukuoka, Japan January 1998 to December 2000
· Merchandised and maintained presentation on the store level by working in various departments with all levels of in-store management. · Developed and executed product merchandising activities for both new and existing products · Extensive understanding of computerized inventory control concepts. Verified and filed shipping records, which have been checked against bills of lading, invoices, and orders.
Aviation/Avionics Technician (Fuels)
U.S Navy-Sasebo Japan January 1995 to December 1998
· Responsible for installations, troubleshooting and testing of mechanical/electrical equipment. Preformed maintenance and repairs on stripping pumps, valves, fitting, and piping. · Maintained computerized fuel usage and equipment reports. Performed fuel quality and usage audits as required under QA procedures. Developed and maintained fuel sample testing database and performed relevant statistical and trend analysis. · Repaired, troubleshoot, and maintained aviation fuel delivery machinery and equipment in accordance with blueprints, schematics, drawings, operations manuals, and manufacture's specifications. · Setup, operate electronic and metalworking machinery, tools, such as lathe, drill press, solder, and grinder to make and repair parts. · Supervised a staff of up to 5 technicians and provided hands-on training in the repair, maintenance and care of aviation fuel delivery/abatement control systems.
Education
Electrical Engineering Coursework
DeVry University
Vocational Japanese Language
Fukuoka International School of Language
Skills
Hazardous chemical delivery systems
Safety, COHE Safety standards, and interlock systems
Kawasaki Robot Maintenance/Training
Technical Problem-solving specialist
HPM exhaust, vacuum/pump, and abatement systems
Resource coordination and work prioritization planning
Yaskawa Robot Maintenance/Training
Communication (Japanese/English)
Tool Installation/Conversion lead
Technical Equipment Training Development
Electrical/mechanical schematic-based troubleshooting
Wet Etch, Thin Films (PEALD PECVD), Die Prep/Die Sort equipment expert
Brooks Robotics trained
Programmable logic controllers
Customer service
Hydraulics/Pneumatic systems
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