Customer Service Engineer

MICHAEL D. TERRIEN

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

Williamsburg VA 23185

Home: 757-***-**** *********@*****.*** Cell: 757-***-****

SUMMARY

A Computer Mechanical Service Professional with extensive experience in customer service sales and support. Highly respected and rewarded IBM Customer Service Engineer with recognized strengths in multiple account maintenance trouble-shooting and problem solving. Possess a strong technical background in Mainframe Data Storage Printer ATM POS and Networking hardware maintenance. Consistently grew business through sales and customer referrals.

TECHNICAL EXPERTISE

Hardware Experienced repairer of Mechanical units including but not limited to Pneumatics Coolant Systems Generators Motors Solenoids clutches Brakes Belt driven assemblies Control Logic Boards Simplex keypads Alarm systems ATM and POS systems. IBM Mainframes (High Mid-Range and Low End ); Tape Drive Storage Systems; Magnetic Disk Storage; Displays; Keyboards; CAD Stations; Scanners Copiers All-In-One Units; Print Systems (Production Cut Sheet Industry and Work Group); OEM Manufacturers (InfoPrint Lexmark Zebra Ricoh Printronix LaserMax Wallace Moore Roll Systems Inc); Plotters (Kodak Encad); Communication Routers Switches.

Tools / Test Voltage Meters Oscilloscopes Dranetz Meters Gauges Calipers Power Tools Laptop Based Local and Remote Test Procedures

Software / Tools: Windows 7 XP 2000 Lotus Notes Word IBM Laptop Certified

Network Protocols: TCP / IP Routers Local Area Network (LAN) Wide Area Network (WAN)

PROFESSIONAL EXPERIENCE

RICOH / IBM / INFOPRINT SOLUTIONS Richmond VA 1995 2010

Customer Service Specialist

Performed service and maintenance procedures on computer hardware systems and peripherals.

• Recognized as Regional Support Specialist for numerous Computer Product Lines which required travel to outside territories for hands-on support.

• Maintained an IBM DoD Government Secret Security Clearance for over 15 years .

• Managed organized and prioritized workload over a multiple state service territory without direct supervision. Traveled at least 90% of the time.

• Interfaced and coordinated with OEM suppliers and service organizations to ensure seamless installation implementation and joint operation of their product line with the customers.

MICHAEL D. TERRIEN PAGE TWO

RICOH / IBM / INFOPRINT SOLUTIONS (Continued)

Participated as a Remote Support Service Advisor who created monitored and recorded service incident action plans ensuring timely and effective repair results.

Attended over 200 certified training classes and service technique seminars to become a professional Electronics Technical Service Engineer.

Served as an experienced Instructor Trainer Mentor and Skills Transfer Specialist of Computer Technology and Peripheral Equipment maintenance procedures. Prepared presentations created handouts updating and editing service manuals and course materials.

Practiced effective cost reducing inventory management techniques of Parts Tools and Quality Control by following and using company guidelines and standards and by making recommendations for improvement as needed.

Won prestigious IBM Means Service and various other Awards for continuous Outstanding Performance and Customer Satisfaction.

Strong verbal and interpersonal skills. Communicates clearly . Ability to write clear and concise business-service documents.

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