Technical Support Field Service

Frank Abano

**********@*****.***

Bound Brook, NJ 08805

Cell Phone: 908-***-****

EMPLOYMENT:

IrisID Systems, Inc. 2/6/17 to Present

Cranbury, NJ

Position: Technical Support Specialist

● Provide excellent pre- and post-sales technical support and services to our worldwide partner and customer base.

● Monitor and respond quickly and effectively to all technical service inquiries.

● Entry of support incident details into Oracle RightNow, Salesforce, & Zendesk tracking systems.

● Troubleshoot system problems based on only verbal communications or written information provided by the customer.

● Provide technical support for the IrisID internal network, computers and VOIP phone systems.

● Troubleshoot and repair Iris ID hardware sent in from customers for repair.

● Suggest improvements and features needed to help correct common problems or to enhance product usability.

● Provide on-line technical support.

● Setup CCURE 9000 with iSTAR Edge panel

● Assist with development of webinar and on-site technical training materials.

● Assist with updating or creating content for product documentation and support web site.

● Perform product acceptance testing.

Sum Total Systems, Inc.- formerly CyberShift, Inc. 2/08 – 12/1/16 Parsippany, NJ

Position: Data Acquisition Devices Engineer / Technical Support Engineer II

● Client-facing level I/II technology support role for a global user-base.

● Configure hardware and software used for data collection

● QA middleware software Application

● Deploy middleware software Application, sql databases

● Application maintenance on Staging, Test & Production Servers.

● Support client from startup to transition support of setting up the clocks & connecting to workforce management db servers.

● Provide telephone and WebEx technical support directly to clients on Amano/CMI/ATS and SumTotal proprietary time clock system

● Resolve customer issues in a timely, courteous and professional manner.

● Assist clients on troubleshooting master controllers, time clocks and network connection issues

● Managing new projects for the hardware installation from beginning through all phases including setting up stage/test environments and testing until final completion Frank Abano

**********@*****.***

Bound Brook, NJ 08805

Cell Phone: 908-***-****

● Verify IP settings on the hardware device, troubleshoot network connections, changing ports on connections to the host server.

● Run simple sql queries to verify clock data in sql tables in workforce management database.

● Knowledge of Windows, Microsoft Office and ticketing systems.

● Networking

● Actively responds to customer needs including emergency issues and coordinate with other departments for resolution

● Responsible for Inventory tracking, hardware shipments & RMA tracking Siemens 11/02 – 2/08

Pine Brook, NJ

Position: Field Service Technician

● Provide service and technical support on Security Systems

● Knowledge of Access control, Badge readers- barcodes, magnetic & proximity sensors.

● Knowledge and certified on Software House CCURE800 security systems, CCTV.

● Running network data lines to connecting various devices on the network. Assembling & Crimping RJ45 network to data lines

● Create Business Reports, Field Service Reports & Expense Reports

● Troubleshooting experience to component level.

● Knowledge of basic networking & configuring IP addresses on devices

● Actively responds to customer needs

● Work directly with clients

● Self-motivated and work as a team player.

Frank Abano

**********@*****.***

Bound Brook, NJ 08805

Cell Phone: 908-***-****

CyberShift 10/00 – 6/02

Parsippany, NJ

Position: Hardware Field Engineer

● Provide technical support on Time clock readers/mainframe systems

● Installation/training of Time & Attendance, Access control, Shop floor data collection systems

● Troubleshooting experience to component level

● Create Business Reports, Field Service Reports & Expense Reports

● Responsible for inventory tracking, shipping & receiving

● Setup & installation of Blick Amano equipment

● Knowledge of Access control, Badge readers- barcodes, magnetic & proximity sensors.

● Setup network data lines on internal office networks.

● Actively responds to customer needs

● Work directly with clients

● Extensive travel

EDUCATION:

DeVry Institute of Technology Atlanta, Georgia

Degree: Bachelor of Science

Major: Electronics Engineering Technology

Graduated: February 1991

Software Experience:

● Excellent computer data entry skills

● CompTia A+ Certified

● Willingness to learn new things.

Contact this candidate