Customer Service Technician

***** ***** *** ***** • DULUTH, GA *****

PHONE 678-***-**** • E-MAIL **********@*****.***

CHRISTOPHER A. DEFEO

OBJECTIVE

Apply my vast electronics technical experience and training to meet or exceed customer expectations in the challenging dynamics of this high-tech industry. Continue to improve personal technical and business knowledge for the benefit of my employer and for future advancement opportunities.

SUMMARY OF QUALIFICATIONS

Operational and Mechanical experience with the following laser systems:

• Ventilator and accessory equipment

• Mail processing equipment

• Nd: YAG, Pulse Dye and CO2 lasers

Direct customer interface skills, including a professional and friendly attitude, dependable and confident presentation capabilities.

Able to quickly assess and resolve system related difficulties.

PROFESSIONAL EXPERIENCE

2007- 2012 IKARIA SUWANEE,GA

Field Service Support Technician – responsible for entire customer ventilator devices.

Conduct hardware and software engineering upgrades

Enhance product reliability and functionality

Perform scheduled preventive maintenance procedures

Manage product availability for customers and business demands

Maintained a service metric above 93%

2000 – 2007 PITNEY BOWES DULUTH, GA

Customer Service Representative – full support for client mail handling equipment

Provide customers with 24hr response time

Average workload is 30 separate customer service visits a week

Trouble shoot 93% of hardware issues within 1 hour

Facilitate hardware and software upgrades/maintenance

Overall customer satisfaction has improved based on direct feedback from customer survey results

1999 CONVERGYS & BEST BUY FL & GA

Help Desk and Service Technician (during geographic relocation and schooling) – desktop PC technical and operational support and maintenance of systems equipment

Personally responsible for supporting users of Gateway PC desktop equipment and software nationwide.

Uploaded new/updated software programs and provided startup assistance and troubleshooting to increase individual user productivity.

Completed A+ Hardware/Software Repair Certification Program

PROFESSIONAL EXPERIENCE (Continued, Page 2 CHRISTOPHER A. DEFEO)

1997 – 1998 MEDICAL ALLIANCE ATLANTA, GA

District Operations Manager– oversee the doctor scheduling, staff training and safety standards compliance

Improved doctor scheduling by promoting surgical services

Conducted safety training and compliance of assigned staff

Planned fleet and equipment maintenance requirements with corporate resources for the southeast region

1993 – 1997 PHYSICIANS LASER SERVICES BOCA RATON, FL

Senior Laser Technician – coordinate daily scheduling and field safety procedures

Maintained and operated the following laser systems:

CO2 – cleaned optics and performed adjustment procedures to effectively supply proper energy levels for surgical procedures

Pulse Dye – performed daily calibrations and replace fiber optic delivery cable and dye kits to insure maximum energy levels

Nd:YAG – conducted daily alignment procedures to maintain efficient delivery for surgical applications

Improved scheduling process by reducing travel time

Reduced maintenance costs and increased operational readiness time

EDUCATION

Keiser College, Ft. Lauderdale, FL, 1992-1993

Technology Degree – BioMed

Triton College, River Grove, IL, 1984-1988

Associates Degree – Laser/Electro Optics Technology

ACCREDITATIONS

A+ Certified, Computer Service Technician

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