PROFESSIONAL EXPERIENCE

Field Service Specialist

Confidential

Responsibilities:

• Contact specified departments of the customer site to coordinate and maximize the impact of the on - site visit
• Train others remotely and on site and immediately assess the understanding of Confidential products and services in order to ensure a successful installation
• Listen, interpret and direct customer concerns regarding a new product installation towards the positive adoption and understanding of the specified Confidential product
• React quickly and calmly to customer concerns that may require the ability to delegate said concerns/requests to the appropriate Confidential departments (including but not limited to: Sales, Production, Shipping, Service and Technical Support) with the ability to track and follow delegated tasks through completion
• Feedback findings during the installation life cycle to promote corrective action within Confidential and to drive continuous improvements, specifically reporting product issues (electrical, mechanical, software, and networking) to appropriate departmental managers
• When not performing activities related to product installations, work with the Technical Support group to advance the general level of knowledge of the equipment and answer incoming calls as directed by the Installation and Training Coordinator
• Take part in planning and performing both internal and external training to encompass training of end user, distributor and dealer personnel.
• Act as the on site installation lead for future products and associated peripherals
• Acquire all knowledge required to be able to assess the site in a comprehensive manner (Many installations require a basic understanding of systems/services/equipment working in concert with the specific Confidential product)
• Additional duties may need to be performed as determined by the Technical Support Coordinator and Director of Technical Services
• Assist in Trade Shows as required
• Arrange travel as required

Owner/Technician

Confidential

Responsibilities:

• On site diagnostics and repair of PC’s, Laptops, Domain Controllers, and Network hardware.
• On site upgrades, configuration, and setup of PC’s, Laptops, Domain Controllers, and Network hardware.
• Software upgrades, configuration
• Remote or on site backups, recovery and restoration of DC’s and network shares.
• On call troubleshooting helpdesk support

IT Manager / ISO Coordinator

Confidential

Responsibilities:

• Workstation setup and replacements along with repair, maintenance, and upgrades of personal computers.
• Asset Management with license tracking.
• Network cabling, setup and design along with Wireless access configuration.
• Setup and storage of backups, rebuild / restore of data on servers or client PC's when failure occurs.
• Network Security Management, Avast Antivirus for Business setup, configuration and monitoring.
• Migration of 2008 Server to 2012 Server Domain along with setup and configuration of users and shares, VPN setup and access.
• Software installation and configuration such as, but not limited to: Microsoft OS's, MS Office up to 2013, QuickBooks up to 2015 Pro, Pro Engineer / Creo with floating licenses, Edgecam, Adobe Suites, Backup Chain.
• Setup of clients and users on Microsoft Exchange email environment.
• Support and training of Users within organization
• ISO Internal Audits, Training, and record keeping.
• Setup, configuration and management of Avaya IP Office Phone System, cabling, and users.
• Installation of security cameras, cabling, and DVR's for security monitoring on site and remotely.

Customer Service Specialist

Confidential

Responsibilities:

• Answer customer calls for questions, quotes, returns, complaints of Liquid Gas Meters, Valves, Flow Computers, and Accessories
• Research of customer supplied specifications such as viscosity, temperature, flow range, and composition to insure selected equipment will suit their needs.
• Handle customer quotes / pricing for my Distributor base and Export Houses.
• Order entry and configuration of equipment for customer orders.
• Warranty orders and Return Merchandise Authorizations for customer returns and replacements.
• Weekly meetings with production to answer questions / concerns about customer orders. Contact customers to insure accuracy of orders, and to answer any questions raised by production so that orders are completed and shipped within a timely fashion.

Technician

Confidential

Responsibilities:

• Manage PA Pay Phone Project
• Manage PTS Service and Repair Team For PA Payphones
• Handle Billing and Repair Issues PA Payphones
• Trace, repair and replace phone lines on 66 and 110 blocks along with running 25 pair lines, when necessary, contact LEC if before DMARC
• Service and Repair of Computers and Phone Repair Back up for PA DOC
• Field Technician Support for NY DOC Inmate phones and Computer Systems/Dell Power Edge Servers and Workstations, Diagnostic and Repair
• Implemented VOIP in conjunction with Bandwith.com in NY DOC and CT DOC
• Work with LAN and Wan Architecture T1 and Frac T1 + 56K Circuits
• Windows XP, 2000 Server, 2003 Server
• Answer customer calls, resolve issues, and open/close tickets

Sales Engineer Technical

Confidential

Responsibilities:

• Coordinated with PTS Service and Repair Team for start of PA Payphone Project
• Handle Billing, Repair and Installation issues for PA Payphone Project
• Organized an effective plan for rollout of all Payphone changeovers and coordinated with all State Agencies for smooth transition
• Service and Repair of Computers and Phone Repair Back up for PA Doc
• Implement New Networks for PA State Inmate Phone Monitoring
• Field Technician Support for NY DOC Inmate Phone Systems
• Work with LAN and Wan Architecture T1 and Frac T1 + 56K Circuits
• Windows XP, 2000 Server
• Answer customer calls, resolve issues, and open/close tickets

Field Technician

Confidential

Responsibilities:

• Repair Travel to Wisconsin and Pennsylvania Federal Bureau of Prisons
• Travel to California DOC for installation of inmate Phone Systems
• 3mo in Florida as Team Lead Installation Tech of Inmate Phone Systems, including Site Surveys
• Manage Black Box Network Services For repair callouts of Inmate Phones
• Answer Customer Calls / Complaints
• Open / Close Tickets using Surado changed to P.O.E.T.S.
• Responsible for Diagnostics, Repair and Upgrade of Inmate Phone Systems, Servers and Investigator Workstations
• Repair and replace and trace phone lines on 66 and 110 blocks, run 25 pair and punch down * Received
• State Contractor Training with unarmed self-defense while on Ohio Contract
• Work with LAN and Wan Architecture T1 and Frac T1 + 56K Circuits
• Experience with Cisco and Adtran Routers* Windows 98, Windows 2000, Windows NT