Associate Customer Service Engineer Resume Profile

QUALIFICATIONS

Highly accomplished World Class Senior Field Service Engineer with outstanding experience in 7x24 on-site enterprise class support. Direct onsite and remote technical support. Known for establishing root cause issues, creating fixes, and maintaining follow through with customers. Specialist in critical relationship oversight established reputation for gaining trust of accounts in jeopardy. Recognized by management for outstanding customer service repeatedly praised and commended by customers in regards to preparation, technical knowledge, and dedication.

CAREER ACHIEVEMENTS

Recovered multiple accounts that were in jeopardy due to customer dissatisfaction. One notable customer was ready to move to a competitor. Assumed technical troubleshooting leadership and implemented specialized customer relationship techniques. Met face-to-face with customer, carefully documented all issues, and quickly resolved problems. Maintained primary contact and facilitated ongoing meetings. Developed this customer into a multi-million dollar account.
Analyzed support parameters and created clear, detailed process documentation for identifying root causes of customer issues.
Developed techniques for interfacing with customers onsite prepared step-by-step process for equipment installs and upgrades with 'professional' technical explanation for each step of process. Delivered high quality service and drove technical sales.

PROFESSIONAL EXPERIENCE

Confidential

Associate Customer Service Engineer

Primary onsite customer support for Plastic Card Mailing and Laser ID Engraving systems.
Install, upgrade, service of equipment and pro-active maintenance
Train staff, manage customer service logs and internal corporate records create advanced service aid documentation.

Confidential

Senior Field Support Engineer

Provide 7x24 on-site data center service to sites throughout New England supported sales functions and assisted with implementation of revenue programs.
Establish and maintain direct relationships with customers followed up on service and ensured resolution of issues.
Scalar, DXi, Encryption, Data Deduplication, Replication, Backups, StorNext, vmPRO, VTL, NAS, LTFS, virtual and physical server data protection
Installations, upgrades, service of equipment and pro-active maintenance.
Conduct root cause analysis, diagnose and repair of enterprise class disk storage, tape libraries and Virtual Tape Libraries VTL escalate issues to advanced engineering groups and tracked resolutions.
Support installations for CommVault, HPData Protector, NetWorker, NetBackup, TSM
Train staff, manage customer service logs and internal corporate records create advanced service aid documentation.

Confidential

Field Service Engineer

Provide onsite EMC Support for Massachusetts locations.
Install and upgrade Dell, IBM, HP desktops and laptops in Windows 95/98/NT environments.
Conductbreak/fix repairs replace warranty and non-warranty parts, install SCSI controller and device, and install EMC/Clariion applications.

Confidential

Customer Service Engineer

Provide 7x24 on-site service to major retail, hospitality, and financial sites located throughout Eastern Massachusetts and fulfilled Service Level Agreements SLAs .
Maintain servers and peripherals, system printers, enterprise level servers, networks and software, item processing reader/sorters and networking issues on imaging systems, medium/high complexity networking/communications equipment Ethernet, Token-Ring, StarLAN, WaveLAN .
Provide installation, maintenance and repair of equipment within an assigned territory to assure continuity of customer operations and high levels of customer satisfaction.
Manage hardware maintenance, installation, network management, multi-vendor maintenance and software support took ownership of customer problems or incidents and tracked to resolution.

Confidential

Avionics Technician - Photo Installs

Install and configure High Altitude Panoramic Cameras KA-55, KS-87, KA-91 for VMFP-3 Eyes of the Corps Reconnaissance RF-4B Phantom Squadron
Avionics and BE E certification
Honorable Discharge Semper Fi