Customer Service Engineer

William J. Dolan 847-***-****

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** ***** *****

Des Plaines, IL 60018-1215, United States

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

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Objective

Customer support in several aspects has been my forte whether it be in retail sales or equipment repair/support.

Qualification Highlights

• Inventory control has, twice, for two different companies, proven to have noticably improved the operation. This was done by working with the design group in building, most recently, a company-wide inventory listing and setting up both levels and re-order points using SAP software.

• My talent of being able to talk with my customers and their operators has much improved my ability to support them.

With inventory control comes the necessity of being able to read schematics (in their various forms) and working with the physical aspects of the components required. Although this did not always require blueprint reading, the class I had on MECHANICAL DRAWING has helped considerably in defining the requirements.

Researching for the desired components has led me thru various supply catalogs (McMaster-Carr, Grainger, etc.) to find the components and, sometimes, a cost savings to the project at hand.

Experience

BancTec, Chicago, IL

Home Office address: 2701 E. Grauwyler Road Irving, TX 75061 972-***-****

Senior Customer Service Technician, May 3, 1994 – March 11, 2011

• My job was the maintenance and support of the contracted equipment for our customer. This included the hardware, software, operator-training, and inventory control to provide for the most efficient operation of that equipment. The equipment was, mostly, of IBM manufacturer.

The support required the use of specialized equipment (oscilloscopes and voltmeters), manufacturer (IBM)-designed step-by-step troubleshooting guides (MAPS), and machine schematics.

• The job included maintaining the Material Safety Data Sheets for the cleaners, solvents, and

• Inventory control using SAP software, both on the national and local databases

• Usage of MICROSOFT ACCESS 2003 , EXCEL, and WORD to communicate conditions to both my support people and customers.

UNISYS Corporation, - 801 Lakeview Drive-- Blue Bell, PA 215-***-****

Senior Field Service Engineer, June 1977 - April 28, 1994

My job was the maintenance and total support of my company’s (Burroughs later, UNISYS) equipment at the customers’ sites. Job included troubleshooting and repairing the units using machine schematics and specialized equipment including oscilloscopes, voltmeters, and pre-designed test procedures.

I worked on Mainframes, 7- and 9-track tape drives, multiplatter diskdrives, printers, card readers, and check sorters.

Education

A.S., Associates, 1973

Ranken Technical Institute 4431 Finney Ave- St. Louis, Missouri 63113

A multi-facetted program which included English, Mathematics, introductions into pneumatics, fluidics, hydraulics, metal-working, and computer technology. High emphasis was made on basic electronics and extended into basic medical equipment and radio communications.

1971

St Pius X High School, 1030 St.Pius X Drive--Festus,MO. 63028

High School graduation June, 1971

Skills

• Use of MICROSOFT OFFICE to communicate

• Use of SAP software to track and maintain a valid PARTS inventory

• Used SAP software to Open, Assign, Complete, and Close Service Notifications

I can read schematics and have worked with design blueprints to trouble shoot problems

Training

Periodic training and updating on equipment being supported including IBM, UNISYS, NCR, and BancTec

References

Don Pattison - Senior Customer Service Engineer, BancTec Corporation 630-***-****

I Worked with Don for more than 15 years on various projects

Jim Poulos – Former District Service Manager, BancTec Corporation 630-***-****

Jim was my manager in Chicago for 10 Years

Howard Felsten --Senior Customer Service Engineer, Chicago 847-***-****

I work

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