Fire Protection Engineer and Customer Service Specialist
Resume:
Stacey Castillo, Customer Service Representative
Katy, 77494, USA, 201-***-****, ******.***********@*****.***, SUMMARY Dedicated Customer Service Specialist with 3 years of experience resolving inquiries, implementing process improvements, and maintaining a 98% customer satisfaction rating. Proven ability to mentor new staff, develop training materials, and manage high call volumes. Adept at utilizing customer service platforms and Microsoft Office. Eager to leverage strong problem- solving and communication skills to enhance customer experience and contribute to Nexarideexpress's success.
WORK EXPERIENCE
Fire Protection Engineer/BIM Coordinator
MLN Company
10/2025 – 05/2026 Stafford
Formulated fire protection system designs in adherence to industry standards and regulations, utilizing AutoSPRINK software. Engineered sprinkler systems to comply with NFPA 13, 14 & 20, IBC codes, and relevant standards.
Integrated fire safety solutions across projects by collaborating with multidisciplinary teams through NAVIS Works.
Ensured all projects were completed in a timely manner and within budget as per contract.
Fire Supression Engineer
TELGIAN INC.
09/2024 – 03/2025 US
Spearheaded the design and remodeling of existing sprinkler systems for Walmart and Sam's Clubs.
Prepared comprehensive design verification (DV) documentation, including hydraulic calculations, to establish suppression systems for surveys and as- built drawings.
Revised and edited documents as necessary, adhering to quality control and AHJ/client review requirements.
Executed intricate design work utilizing AutoCAD and AutoSprink software. Consulted regularly with architects and consultants throughout project lifecycles to optimize drawing efficiency.
Fire Protection Engineer
NEWARK FIRE SPRINKLER
08/2022 – 05/2024 US
Engineered sprinkler systems for residential, commercial, and industrial projects, adhering to NFPA 13, 14, 20, and 291 code standards. Orchestrated coordination efforts with various trades to ensure seamless integration of sprinkler systems with other building systems. Guaranteed timely completion of all design projects within budget constraints.
Reviewed architectural and MEP floor plans to ensure compliance with applicable NFPA and IBC codes and standards.
Compiled and submitted shop drawings, complete with hydraulic calculations, within established deadlines for Professional Engineer approval.
Conducted field visits to verify the accuracy of as-built drawings. Customer Service Specialist
Maximus Inc
08/2019 – 08/2022 Manhattan
Resolved customer inquiries through effective communication and problem- solving techniques.
Mentored new staff on customer service protocols and tools to enhance team performance.
Instituted process improvements that increased efficiency in handling customer requests.
Analyzed feedback to identify trends and recommended solutions to improve healthcare services.
Developed training materials that streamlined the onboarding process for new hires in customer service roles.
Managed an average of 20-30 inbound calls per day, totaling approximately 300-400 calls monthly.
Maintained an overall average customer satisfaction rating of 98%. MEP/HVAC Engineer
GC ENG & ASSOCIATES
10/2017 – 12/2018 USA
Applied AutoCAD software to refine existing architectural plans and developed mechanical assembly sketches.
Crafted proposals for clients highlighting product features tailored to meet their unique requirements.
Oversaw hydrostatic pump tests to assess compliance with relevant codes and specifications.
Conducted surveys of commercial building sprinkler systems for upgrade assessments.
Assistant Project Manager
ONE KEY, LLC
08/2016 – 09/2017 USA
Participated in the strategic planning phases for upcoming projects. Presented potential vendors with detailed product overviews, emphasizing key features.
Served as the liaison between vendors, contractors, and project teams to facilitate project execution.
Developed, managed, and maintained project budgets effectively. Coordinated the bidding process by organizing invitations to contractors and equipment suppliers.
Performed daily administrative tasks to support project operations. Estimated drawings for cost comparisons, evaluations, and value engineering purposes.
FP & Plumbing Engineer (Intern)
ROBERT DERECTOR ASSOCIATES
12/2015 – 01/2016 USA
Collaborated closely with the design team to develop innovative sprinkler systems.
Leveraged existing floor plans in the design process utilizing AutoCAD software.
Assisted in the design of floor maps for escape routes to ensure safety compliance.
Ensured all drawings adhered to building codes and regulations; inspected building plans and sites for compliance with NFPA 13 standards. EDUCATION
Fairleigh Dickinson University
B.S., Civil Engineering
US
Graduated with a Bachelor of Science in Civil Engineering, ABET Accredited, demonstrating proficiency in industry-relevant principles and practices. SKILLS Design & CD's experience Building code and construction knowledge
Engineering Tools - AutoCAD AutoSPRINK
MS Office MS Project
Excel Water Based System Layout I
Detail Oriented Thinking and reasoning skills
Leadership Time Management
Excellent verbal communication skills Customer service skills Teamwork Problem-solving skills
Decision Making Multitasking
Customer Service Platforms Adaptability
Remote Work
LANGUAGES English (Native) Spanish (Native)
10-Hour OSHA Training
OSHA
NICET WBS I
NICET
CERTIFICATES
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