Field Support Engineer
Resume:
Carlos
Cordon
Inglewood, CA *****
******.*******@*****.***
Skills
Operating systems
Remote support
On-site maintenance
Technical training
System diagnostics
Backup and recovery
Hardware installation
Software installation
Monitoring tools
Telecommunications
Customer support
Time management expert
Safety and compliance
Analytical thinking
Education
Certificate of Technical Studies in
Marketing And Publicity
Instituto De Mercadotecnia Y Publicidad,
Guatemala October 1982
Certifications
STMC Toner Printer Cartridge Quality
Assurance Test Methods - April 2015
Motorola Harmony Operations and
Maintenance - March 2010
Motorola iDEN EBTS Operations and
Maintenance - March 2010
SCTE Batteries: Theory and
Application - April 2004
Dynamic Field Support Engineer with over 20 years of experience and proven track record at excelling in system diagnostics and technical training. Adept at remote and on-site support and developing strong client relationships, ensuring seamless operations and compliance in high-pressure environments. Work History
Field Support Engineer
Belkin-Phyn, El Segundo, CA June 2017 - May 2025 Field Technical Support Engineer
Mitsubishi Kagaku Image Corporation, Glendale, CA April 2012 - May 2017 Solutions Engineer
Motorola Solutions, Schaumburg, IL February 2009 - March 2011 Determined root cause of hardware, software, ethernet network and WiFi network issues for Phyn home leak prevention devices and provided corrective action to prevent future failures through investigation and analysis. Domestically and internationally support and train field technicians including plumbers, network specialist and electricians to identify application issues, hardware issues and successfully install devices. Traveled to locations as needed to provide further trouble shooting assistance.
Traveled to Australia to collaborate with operations, network and electrical teams to rework and update software firmware for Version 1 Phyn Plus devices for Iplex. Completing update of 2300 units in record time to ensure customer could meet their contracted device installation timeline. Assisted Sales department in training and installation for pilot roll out to builders and insurance partners such KB Homes, Lennar Homes, AAA, Farmers and All State.
Spearheaded RMA testing for Phyn Plus first and second-generation devices, Smart Water Assistance and Smart Water Sensors, proving that the products were defective from manufacture. These testings and findings allowed quick unit replacement, resulting in less customer wait time and company savings of
$250,000.
Provided domestic and international technical support to remanufacturing cartridge companies to trouble shoot and repair laser cartridge components for model printers such as HP, Lexmark, Brother, Samsung, Dell and Xerox. Traveled to Mexico, Central America and South America to visit customers and perform onsite training, equipment troubleshooting and provide STCM certification over 20 customers resulting in higher quality cartridges. Participated in Trade Shows and coordinated with specialist to prepare and preform product knowledge presentations on how to test and remanufacture a toner cartridge.
Led internal training for Sales and Customer Service departments on general knowledge of cartridge components and basic printer troubleshooting promoting team building amongst peers.
ALPHA Power Supply Operations -
April 2002
ALPHA Power Supply Operations and
Battery - April 2002
Cable Installation Basics - November
1999
Field Technical Support Engineer
RadioFrame Networks, Redmond, WA January 2007 - January 2009 Assigned to iDEN Customer Network Resolution Center as a result of Motorola's acquisition of RadioFrame Networks.
Provided 2nd and 3rd level support of hardware, software, configuration, interconnections and fault resolutions of the telecommunications infrastructure Nextel equipment to domestic and international wireless customers. Served as a subject matter expert, supporting the integration of the RadioFrame Networks iDEN base station products by facilitating training to Motorola Engineering and Manufacturing groups.
Ensured customers were provided with seamless support services for the iDEN products previously sold by RadioFrame Networks and acquiring knowledge in Harmony and Melody Motorola products to maximise quality of customer service.
Traveled to Latin America 80% of time to establish strong business relationships with Nextel Telecommunications customers and assisted sales group with language translation, product knowledge and trouble shooting. Provided on-site support to Latin America's field engineers to identify and resolve issues associated with MicroCell products, offering O&M training and advanced troubleshooting courses in a formal classroom setting in both English and Spanish.
Persuaded customer in Lima Peru to purchase the first MC-High Power system for a new EBTS site installation by doing an onsite demonstration of features and benefits of product. Successfully installed product and achieved high performance resulting in immediate purchase of 24 additional systems, generation $10M in sales.
Interfaced with third party contractors and engineers installing RFN products. Translated product documentation, user guides and others course materials to Spanish to develop training courses and technical support bulletins to better assist Spanish speaking customers, reducing the numbers of calls and improving customer satisfaction.
Languages
Spanish - Native or Bilingual
English - Full Professional
Testing Equipment
Sunset MMT SA9441 T1 Tester
Anritsu Site Master
Motorola R2660 iDen System Analyzer
WildPakets Etherpeek Wireshark
Agilent E6474 Nitro
Spectrum Analyzer
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