Customer Support & Field Training Specialist

MELVIN DAVIS

**** ****** **, *******, ***** ***42 254-***-****

Professional Summary

** ***** ** ******** ******* for Field personnel and Customers. 15 Years performing on-site training for field service customer service engineers. Managed resolving field escalation including hardware, software of low vacuum etch systems. 13 Years of call center duties taking calls from international customers, field personnel troubleshooting hardware, software issues. 4 Years of managing reducing cost over runs for time utilized, repair parts used during system installation. 13 Years' experience performing software configuration, networking systems to customer network, installed. Maintained software performance of Microsoft XP operating system on equipment. 4 Years instructor, training employees to repair Printed Circuit Boards. Astute Business Owner with 2 years’ experience in operations management, competitive analysis, financial management. Demonstrated success in lawn care and leading successful team. Talented in capitalizing on new trends, technologies boosting business initiatives reaching objectives. Talented business leader offering skill in strategic business planning, team development. Skillfully recruit, train employees meeting customer business demands. Articulate, forward-thinking resourceful in meeting unique needs.

Skills

Communications

Team management

Project organization

MS-Office

Process improvement

Problem resolution

Customer service

Work History

Correctional Officer, 08/2020 to 11/2020

Texas Department of Criminal Justice - Gatesville, TX.

Performed regular head counts of inmates within a section.

Monitor inmate behavior and report unusual activity to ensure safety and security.

Escort inmates to job sites, medical facilities, classrooms or wherever they are needed in a timely, secure manner.

Conduct regular searches of inmate areas like cells, recreation rooms and showers for unauthorized items.

Transport Driver, 11/2019 to 05/2020

Hertz Auto Transporter – Austin, TX

Transport Autos and Trucks from Austin to Auction or Retail at various sites

Owner/Manager, 10/2018 to Current

Affordable Kleen Lawn Care – Killeen, TX

60 hrs./week Managed the business for successful Landscaping

Maintain budget, billing, collecting money from clients

Supervise two helpers with lawn care

Maintain, purchased additional equipment and maintaining tax records

Established, administered annual budget with effective controls to prevent overages, minimize burn rate support sustainability objectives

Sales Associate, 06/2015 to 06/2016

Wal-Mart – Austin, TX

32 hrs./week Worked hardware department matching and mixing paint for customers.

Worked Garden section/Cashier Performing stocking of shelves and performing cashier duties.

Performed shelf inspections to ensure displays looks presentable and verifying stock on shelf.

Tracked stock using company inventory management software.

Worked alongside retail representatives to boost sales by enhancing product presentations and advertising collateral.

Organized racks and shelves to maintain store visual appeal, engage customers and promote specific merchandise.

Prepared merchandise for sales floor by pricing or tagging.

Engaged with customers to effectively build rapport and lasting relationships.

Equipment Engineer, 12/2013 to 01/2015

AEROTEK Contractor for Flextronics – Austin, TX

40 hrs./week Maintained Cisco test equipment throughout the facilities trouble shooting and repairing as needed.

Maintained warehouse stock and inventory for all equipment assigned to the Department.

Performed preventive maintenance, troubleshooting to maximize equipment performance.

Facilitated projects for enhanced production capability achieving launch of new products.

Reinforced equipment safety standards and fostered policies and practices to enhance operations and support environmental, health and safety guidelines.

Security Supervisor, 11/2012 to 12/2013

ABM Security – Austin, TX.

40 hrs./week Issue badges to employees, Clients and visitors.

Monitor video for security purposes and perform foot patrols.

Create incident reports on all incidents that occur during watch and route to appropriate personnel.

Developed assessment test for Security Personnel Supervise 8 Security Officers maintain 24X7 coverage.

Sales Associate, 06/2012 to 11/2012

Wal-Mart – Georgetown, TX.

32 hrs./week Work hardware department matching and mixing paint for customers.

Stocking shelves throughout the store.

Performing shelf inspections ensuring displays looks presentable, verifying stock on shelf.

Maintained organized, presentable merchandise driving continuous sales.

Applied security, loss prevention training toward recognizing risks reducing store theft.

Analyzed properly processed product returns, assisting customers with finding alternative merchandise meeting needs.

Organized racks and shelves to maintain store visual appeal, engage customers promoting specific merchandise.

Tracked stock using company inventory management software.

Answered customer questions regarding sizing, accessories, explained how to properly care for merchandise.

Prepared merchandise for sales floor by pricing or tagging.

Evaluated inventory and delivery needs, optimizing strategies to meet customer demands.

Engineering Equipment Technician, 10/2010 to 05/2012

Samsung Semiconductor – Austin, TX.

42 hrs./week Installed and set up new equipment, over 90 complete systems.

Monitored, analyzed equipment performance, identifying performance trends, potential problem recurrences which might significantly affect the operating capabilities.

Trouble shoot vacuum, pneumatic control, equipment robotics etch process systems, maintenance process issues.

Developed repair procedures.

Trained, assisted in certification of new hires on shift to repair, maintain equipment.

Presented budgets, time-lines, assigning project requirements to clients based on provided test results, overall project specifications.

Conducted engineering detailed experimental tests collecting design data assisting research work.

Completed projects effectively applying engineering, technical maintenance procedures.

Compiled, processed, analyzed test data resulting product quality improvement.

Compiled data generated graphs interpreted results suggesting key operational improvements.

Developed corrective action plans, prevention strategies improving product reliability

Improved product quality by customizing tools eliminating variability.

Followed verbal instructions hand sketches to adapt modify tooling.

Equipment Engineer, Contractor, 03/2010 to 09/2010

Fairchild Semiconductor – Salt Lake City, UT.

40 hrs./week Monitored and analyzed equipment performance, identifying performance trends and potential problem recurrences which might significantly affect the operating capabilities.

Trouble shoot vacuum equipment, robotics, etch process systems, maintenance process issues.

Developed repair procedures.

Perform equipment preventative maintenance putting back into production.

Kept site work safe, in line with budget, schedule, applicable building codes.

Assessed engineering documentation determining order of construction operations.

Improved operations boosting profits streamlining procedures, controlling waste.

Performed preventive maintenance, troubleshooting maximizing equipment performance.

Reinforced equipment safety standards fostering policies, practices enhancing operations, support environmental, health and safety guidelines.

Enhanced design functionality of existing equipment meeting operational needs

Carried out assigned projects, initiated project observation, research delivering solutions

Facilitated projects enhancing production capability achieving launch of new products.

Security Officer, 05/2009 to 03/2010

Imperial Security – Memphis, TN.

32 hrs./week Provides Personnel and equipment security in manufacturing plant.

Issue badges to employees.

Monitor video for security purposes, performed foot, vehicle patrols.

Personally, cleaned up maintaining the desktop systems in the Security Control Center.

Created incident reports on all incidents occurring during watch routing to appropriate personnel.

Inspected suspicious activities, monitored premises for criminal acts, rule infractions.

Protected facility, property guests by regularly circulating premises, monitoring surveillance feeds.

Wrote detailed reports on property damage, theft, presence of unauthorized persons, unusual incidences.

Oversaw daily monitoring, patrolled buildings, grounds, work sites.

Greeted guests professionally, courteously, cultivating, welcoming atmosphere while making safety top priority.

Checked identification of all persons entering, exiting facility eliminating unauthorized visitors.

Checked, verified photo identification prior to granting facility access.

Patrolled, monitored premises in company vehicle, on bicycle and by foot.

Employed effective time management when dealing with coordination and accountability around personnel security assets.

Executed security rules and procedures, calmly, promptly escorted non-compliant individuals out of building.

Staff Field Service Engineer, 01/1994 to 11/2008

Lam Research – Fremont, CA

40 hrs./week Provided technical instruction, assistance, leadership to lower level service representatives regarding system installation, operation, calibration, repair, equipment maintenance at customer locations

Monitored, analyzed equipment performance, identifying performance trends, potential problem recurrences which might significantly affect the operating capabilities.

Furnished engineering and manufacturing with information relating to product or equipment difficulties at installation site so modifications may be made to components.

Advised and influenced design changes improving equipment efficiency and/or reduce cost of operation ownership.

Maintained detailed service records with statistical analyses of failure rates and spare parts utilization.

Recommended coordinated implementation of new procedures.

Compiled prepared trouble shooting reports.

Planned, conducted supervised special projects.

Developed set priorities while monitoring status of special projects.

Monitored program(s) finished project initiation through delivery, interfacing with customer on technical matters.

Provided suggestions to management improving overall quality and day-to-day operations.

Resolved conflicts negotiated mutually beneficial agreements between parties.

Devoted special emphasis to punctuality worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.

Drove operational improvements which resulted in savings improving profit margins.

Increased customer satisfaction by resolving escalation issues.

Production Supervisor, 05/1993 to 01/1994

SOLECTRON – Milpitas, CA

60 hrs./week Supervisor for re-manufacturing of Apple products including mother boards and monitors

Supervised, trained scheduled work for 5 technicians, 3 test operators, 4 rework technicians, and 41 assemblers.

Maintained 98% of acceptable repairs/new builds.

Managed groups MRB Equipment Changes Setting up new line within 7 day having 1st article out the door within two weeks.

Collaborated with internal teams streamlining operations across materials handling, production shipping

Revitalized Apple Printer build area operational structures, procedures successfully control turnover waste, enhancing output boosting overall quality.

Reduced inventory, monthly team labor hours by strategically updating processes and reorganizing operational work-flows.

Maintained clean well-organized production areas avoiding violations unnecessary work delays d

Evaluated employee skills, knowledge regularly, providing hands-on training, mentoring individuals with lagging skills.

Minimized resource time losses by addressing employee or production issue directly implementing timely solutions.

Boosted production throughput quality revamping procedures, monitoring strategies.

Prepared, calibrated, monitored production machinery maintaining optimal production levels consistently achieving daily targets.

Established clear priorities, production quality standards.

Oversaw equipment modifications/upgrades.

Accomplished targets meeting demand assessing equipment efficiency, reviewing materials supplies, organizing manpower.

Reworked positions/work-flow based on individual abilities, production targets.

Evaluated incoming materials for quality, amounts ordered.

Set revised production schedules meeting changing demands.

Senior Aircraft Electrician, 06/1972 to 05/1992

UNITED STATES NAVY – Alameda, CA

72 hrs./week Managed up to 240 electronic technicians, sailors, marines, civilian employees.

Accountable for repair of various aircraft electronic/electrical equipment.

Analyzed failures, providing statistical data, recommendations reducing equipment return rate.

Maintained ensuring accountability of test equipment valued at over 8 billion dollars.

Responsible for the training, certification of instructors, electronic technicians in circuit board repair.

Taught Micro-Miniature circuit board repair, soldering specification, ESD, surface mount technology.

Prepared course material revising providing inputs for annual update of five courses courses.

Provided statistical data identifying failure rates ensuring parts met specifications, reason for failures, lack of training for technicians.

Performed aircraft repairs of automatic flight controls, instruments, inertial navigation, various electrical systems.

Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.

Education

High School Diploma: General Education, 1972

Ottumwa High School - Ottumwa IA

Certifications

Aviation Machinist mate (jet) class "A", Aviation Electrician's mate class"A", Instructor Basic, Integrated Circuit Components, Module Repair, Instructor Training, Advanced Electronic Assembly Repair

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