Customer Service Systems Engineer

Joey C. Donley

Phone: 207-***-****

Email: ********@*****.***

PROFESSIONAL HIGHLIGHTS:

●Certifications: CompTIA Network + 2009 N10-005; CompTIA A+ 220-801/802; HP 3D Operator Certification for 4200 and PA 12

EXPERIENCE:

Kelly Services Lake Jackson, TX

Additive Manufacturing Lab Manager at The Dow Chemical Company May 2020 to Sep 2024

-Managed direction and use of eight 3D Printers to include HP Fusion Jet 4200, MarkForged (Mark 2, X7, and Metal X), Blackbelt 3D, Ultimaker S5, Bambu Labs X1E, and Form Labs SLA printers used in an industrial environment.

-Provided maintenance and break/fix support for all printers to ensure over 98% uptime.

-Over 2000hrs experience in FDM, SLA, and Fusion Jet printing experience.

-Worked closely with Plant Maintenance Engineers to design new and reverse engineer technical parts within SolidWorks 2023 for 3D printing.

-Provided rapid support for over 50 print requests over a 15 3-month Plant Turnaround periods.

-Provided over $3000 cost savings per month to various cost centers within the company by designing and 3D printing requested parts.

-Assisted in development, prototyping, and printing of parts that saved over $1M per year.

Kelly Services Lake Jackson, TX

Systems Engineer at The Dow Chemical Company Jul 2016 to May 2020

-Planned, organized, and conducted major software and hardware PC upgrades for over 130 Research and Development Labs in Dow South Texas Operations.

-Provided installation and troubleshooting support for network installed software.

-Worked with outside Vendors to ensure lab instrument connectivity to PC’s and ensure computer meets current company security standards.

-Provided application support and compliance support to ensure only authorized applications exist on PC’s.

-Provided Level II Help Desk Support and manage ticket queue for 11 personnel within Service-Now.

-Provided Remote Desktop and RealVNC Support for over 1000 PC’s globally.

-Solely responsible for minimizing downtime for over 450 PC’s running 24hrs a day.

Kelly Engineering Services Freeport, TX

Software Systems Analyst at The Dow Chemical Company Jul 2014 to June 2016

-Worked remotely with Industrial Plant personnel to troubleshoot cross platform functionality.

-Provided installation and troubleshooting support for network installed software.

-Detected, assessed, and analyzed complex problems within the process automation and process information environment and peripheral systems.

-Conducted root-cause analysis to identify problems areas and risks in systems or application design.

-Worked within a VMware vSphere to assist in maintaining virtual Windows Server 2008 R2 servers.

CompuVision Systems Freeport, TX

Field Service Technician Dec 2013 to Jul 2014

-Received and responded to Level 2 support requests for Desktop/Laptop, and Network peripherals.

-Performed problem detection and solving, fixing and reinstalling software and hardware, and assisted in performing network switch maintenance.

-Provided advanced troubleshooting capabilities on software and hardware problems including legacy systems and interconnectivity problems.

-Managed constantly changing workload for over 1000 desktops and 3000 laptops.

Huntsman Performance Products Freeport, TX

Plant Clerk Dec 2010 to Dec 2013

-Assisted all Plant employees with projects to include Office Technology Upgrades and Maintenance.

-Provided general clerical assistance to include preparing documents and spreadsheets, handling supplies and working with general office equipment

US Navy Operations Specialist

Instructor and Computer/Network Technician Aug 1993 to Apr 2010

-Presented lectures and discussions to increase student’s knowledge and vocational competence for over 1000 employees.

-Instructed for individual training, group instruction, lectures, on-the-job training, and demonstrations.

-Monitored instructors during lectures and laboratory demonstrations to evaluate performance and provide feedback.

-Performed problem detection and solving, fixing and reinstalling software and hardware, and maintaining the company’s classified and unclassified networks.

-Assisted in managing Microsoft servers, Active Directory, print servers, and Exchange servers.

-Provided direction and assistance to six technicians.

EDUCATION:

MyComputerCareer.edu

Houston, TX 2013

Experience:

-Scan, detect, and delete embedded viruses and spyware.

-Hands-on experience in assembly and installation of PCs.

-Install/Configure operating systems (Windows / Linux), peripherals, software packages and hardware for optimum performance.

-Troubleshoot network connectivity: DNS, DHCP, PING, IPCONFIG, cable connections, drivers.

-RJ45/Ethernet cable: Patch Panel termination – create Ethernet cables.

-Troubleshoot hardware inactivity problems for hard drives, RAM, power supply and update BIOS.

-Setup software images for unattended installations of MS Windows products.

Primary Leadership Development Program

Coronado, CA 2005

Identifies managerial principles of leadership including ways to manage human resources, teams, and stress to create organizational climate.

Instructor Training

Groton, CT 1999

Knows lesson planning, instructional strategies, and teaching skills; designs lessons; develops behavioral objectives; prepares test items; presents material and possesses platform (teaching) skills.

First Line Leadership Development Program

Groton, CT 1998

Identifies basic principles of leadership including the use of oral and written communication in professional relationships, the role of motivation, empowerment, and counseling in development of subordinates.

References: Available on request

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