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Senior Technical Support Engineer / Rma Manager Resume

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Columbia, MarylanD

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SUMMARY:

  • Provide exceptional assistance and development to companies so there is no question that I am an excellent member of their teams. To enable any company/team to excel.
  • Electronic Systems Engineer working with high technology systems, including embedded computers, desktop systems, test equipment devices and systems, fiber, broadcast, video conference, VTC, and high - end AV systems.
  • Extensive experience as IT Support Engineering, including support via email - phone - and on-site face-to-face discussions. OS’s supported include DOS, Linux, and MS Windows desktop systems, hardware integration and assembly and troubleshooting, and software installation, de-installation, troubleshooting, and re-installation.
  • Also includes Apple MAC OS support of desktop systems, up to and including version X, including software prep and installation. Peripherals supported included all typical types, including displays, printers (laser, dot matrix, inkjet, and others), HID devices (keyboards, mice, tablets), and BYOD support such as phones (Android and iPhone) and tablets. Network support for most Ethernet devices was included, along with being a backup IT support engineer for servers.
  • Offers extensive experience in systems applications support engineering, test implementation, test analysis, digital circuits and systems, hardware installation, process improvement, research and development, hardware diagnostics and support, root cause analysis, technology integration, optical network support, and technical support of network hardware, software, and infrastructure.

AREAS OF EXPERTISE:

Electronic Systems Engineer * Systems Design * Test Equipment Setup, Operation, and Training Circuit Design * System Application Support * Optical Network Support Sales Engineering * Customer Direct Support * Test Analysis *Root Cause Analysis Troubleshooting * Professional Audio-Video Systems *Broadcast Engineering & Operations Network Hardware Support * Software Support * Infrastructure Support

PROFESSIONAL EXPERIENCE:

Confidential, Columbia, Maryland

Senior Technical Support Engineer / RMA Manager

Responsibilities:

  • Sustained the entire OEM product line of single board computers and systems.
  • Conveyed a unique service to both internal and external customers, focusing on post-sales.
  • Supervised the Technical Support Team, providing excellent team building, staff development, and coaching of peers.
  • Increased staff potential, efficiency, and morale by spearheading team building initiatives.
  • Supervised the Return Material Authorization functions and team.
  • Augmented the Return Material Authorization process and implemented these improvements throughout the company.
  • Managed the disposition of customer materials for repair, replacement, and analysis.

Confidential, Columbia, Maryland

Senior Broadcast Engineer

Responsibilities:

  • Analyzed competing technologies and visited trade shows to examine their technical presentations.
  • Communicated information back to in-house customers for review and advisement.
  • Created test plans and generated strategies on how to outsell the competition.
  • Consistently recognized for "thinking outside the box."
  • Honored with the "All Star Award" for thinking outside of the box and being competitive.

Confidential

Video Engineer/Camera Operator/Field Operations

Responsibilities:

  • Was a professional video engineer and camera operator for cable and broadcast network firms along the East Coast.

Confidential, Hunt Valley, Maryland

Technical Support Engineer

Responsibilities:

  • Provided crucial support to all levels of the company including 3,000 employees and 40 AS/400 servers.
  • Assisted with Windows 95/98/2000 operating systems

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