Years Experience Service

Richard A. Brown

***** **** ***** **, **** Oswego OR 97034

503-***-****/ ********@*****.***

OBJECTIVE: Tech Support Engineer

HIGHLIGHTS OF QUALIFICATIONS:

30+ years experience in working off-hours and being on call to meet the customer’s requirements

30+ years service technician experience with hands-on electronics and electromechanical expertise

30 years experience training customers and personnel in equipment operations and maintenance procedures

30+ years of management, electronics, maintenance, shop and field service experience

RELEVANT EXPERIENCE:

Provided tech support to technicians who are diagnosing, troubleshooting and repairing CTV products

Reported design, reliability, and maintenance problems or bugs to design engineers/software engineering

Installed, trained and provided support to customer/users of highly technical CTC/consumer electronics products

Provided technical support to customers via phone or email for TV, CTV systems, sat receivers, cable boxes, etc

Performed field validation, software, firmware and hardware updates for new product on TV and CTV systems

Created service requests for customer calls and product development creation for consumer electronics products

Utilized call tracking and knowledge base to record customer reported issues and progress to resolution.

Performed troubleshooting and root fault analysis of products with engineering support and using field bulletins

Went on-site to support trouble shooting and helped out associate techs in support of repair and project validation

Highly knowledgeable on products, processes and/or services related to PLM, design, consumer electronics, etc

Delivered additional services such as informal training sessions and professional on-site repair services

Maintained confidentiality of company information and worked with discretion on matters involving new products

Knowledgeable on DOCSIS, PC operating systems and Microsoft Windows 2003 and 2008 Servers

Working knowledge of networking protocols

Able to effectively interact with all levels of personnel, including senior management

Experienced in troubleshooting, organizational, communication and interpersonal skills

Repaired electronics circuits down to board and/or component level using schematic diagrams

Worked with analog and digital electronics components including ICs, microprocessors, logic gates, etc

Always professionally mannered with integrity, appearance and conduct as expected for the work environment

Scheduled sequences and assignments based on work priority, quantity of equipment and skill of personnel

Highly skilled at interpreting specifications, blueprints, and job orders to provide fast and professional service

Skilled at assessing customer needs, meeting quality standards for services and evaluating customer satisfaction

Directly supervised affiliate shop employees and managers for multiple business locations

Trained new hires and employed technicians in electronics theory and repair thus improving their productivity

Provided 24/7 customer support and education, working with customers to identify needs and resolve problems

Structured and maintained business accounting, supply and inventory control system

Procured parts, inventory and related service documentation for multiple business locations

Maintained knowledge base through attending NESDA electronics conferences, workshops and training courses

Designed, structured and maintained a computer based business invoicing and accounting system

WORK EXPERIENCE:

07/2008 - present Co-Owner/Tech Ace Electronics, Vancouver WA

12/2007 - 07/2008 HGS Repair Tech Rockwell Collins Int., Portland OR

12/2006 - 07/2007 Game Room Tech Big AL s Family Fun Center, Vancouver WA

05/1999 - 12/2006 Owner/Tech Ace TV Repairs, Portland OR

(more employment history available on request)

EDUCATION:

12/1988 Auburn University, Auburn, AL Degree, BS Electrical Engineering

02/1985 US Air Force, San Antonio, TX Certificates, Crypto/Bio-Med Eq. Repair

01/1984 Troy State University, Troy AL Coursework, Engineering Management

02/1982 National Radio Institute, WA DC Diploma, Consumer Electronics Repair

05/1977 Shoreline CC, Seattle WA Coursework, Pre-Engineering

06/1977 Shoreline HS, Seattle WA Diploma, General Studies

Contact this candidate