Technical Support Engineer Resumes in US-Ohio-Dayton: Angela

Technical Support Engineer Resume

Contact Candidate

Name:

Angela

Location:

US-Ohio-Dayton

Experience:

10+ yrs

Willing to Relocate:

Willing to Travel:

Yes

Most Recent Job Title:

Technical Support Engineer

Personal Website:

Objective:

To find a position utilizing my troubleshooting, helpdesk, and project management skills with opportunity to advance and conitue learning

Resume Text:

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planning, installations, quality inspections, and performance tests. Proven ability to define and interpret complex issues to management, customers, and co-workers at levels of skill and ability. Facilitate directives to overcome technical and communication obstacles. Demonstrate skill in the ability to view problems from the operator’s perspective. Strengths include:

SPECIFIC SKILLS

▪ Customer Service & Retention ▪ Preparation / Equipment Set-up
▪ Vendor Relations & Service Contracts ▪ Specialized Computer Software
▪ Digital/Analog Medical Imaging Equipment ▪ Digital/Analog Photo Processing Equipment
▪ Sales Support & End-User Training ▪ POS Installations, Systems, & Support
▪ Training Coordination & Facilitation ▪ Testing, Quality Assurance
▪ Inventory Management ▪ On-site Installation, Equipment Upgrades

COMPUTER RELATED SKILLS
▪ Microsoft Windows XP, XP Pro, NT, 2000, 98 and 95 / MSWord/MS Excel

EXPERIENCE

Technical Support Engineer, iCAD, Beavercreek, OH 2005 - 2007
Provided first line support, and account reconciliation management for medical imaging products.
Triaged account issues, determined next step to recovery, including immediate action, assignment of third party resources, coordination of parts and expertise to the facility, and follow up to ensure total recovery at the site, developed service procedures for new options and upgrades.

▪ Tracked part and procedure changes. Released all procedures and parts changes through FDA system. Developed accurate and timely project and repair delivery strategies, monitored tasks, milestones, and timetables. Maintained all relevant and necessary documentation.
▪ Ensured compliance with and performed all duties according to all FDA, GMP, and ISO rules, regulations, and practices. Trained direct and third party service personnel. Performed customer satisfaction calls and continuous coverage support.
▪ Made “level of hazard for medical devices” determination on all incoming calls. Identified and coordinated the appropriate workforce to meet project needs and requirements. Worked with management to develop project proposals, bids, contracts, estimates, and schedules.
Achievements:
▪ Successfully identified, and implemented support strategies and oversight processes that produced significant profitability and reductions in the time taken to resolve problems.
▪ Member of team which achieved the highest rating for Customer Support in CAD industry as measured by the independent evaluation of MDBuyLine

MEIJER, Dayton, OH 1991—2004
Trainer / Technical Systems Coordinator (1999—2004)
Promoted to provide second-level troubleshooting and a support role to Cross-Trained Mechanics (CTMs), mentored new hires, coached, and empowered each individual’s success. Identified knowledge gaps and areas of expert knowledge in new hires, conducted structured and ad hoc training sessions, provided one-on-one help assistance. Developed training collateral, content, and training schedules.

▪ Coordinated installations for new locations, upgrades, spare parts inventory management, managed centralized parts hub and old equipment for 24/7 retail operations.
▪ Assigned and managed projects to insure completion of projects and best in class service.
▪ Established and set service standards and procedures. Served as a liaison to equipment manufacturers with regard to problem areas and development projects.
▪ Collaborated with management, made recommendations for equipment replacements and repairs. Sold, parted out or disposed of old equipment.

Achievements:
▪ Meijer Achiever award for Cooperation; (3) “Appreciation” awards for cost reduction.
▪ Gold Meijer “Good Idea” Award- automated back up and configuration Kodak Create A Print; (5) Employee of the Month awards – Property Management Division

XEROX CORPORATION, Dayton, OH 1984—1990
Customer Service Engineer
Maintained, serviced, and provided routine preventive and scheduled maintenance of customer equipment. Repaired, implemented upgrades, and provided troubleshooting for more than 4000 pieces of electronic equipment throughout three counties.

▪ Prioritized and scheduled calls to reduce impact on daily operations. Teamed with sales and customers to support equipment upgrades, purchase supplies and service contracts.
▪ Monitored issue resolution and analyzed data to detect trends deserving escalation or new procedural approaches.

Achievements:
▪ Recognized by peers and management as a member of the Xerox Par Club Representative (top 15% of all technicians)
▪ Outstanding Achievement Award for Sales; (3) Outstanding Contributor Awards.

EDUCATION

ITT Technical Institute, Dayton, OH
Associate of Science – Electronic Engineering Technology • 1984

ADDITIONAL TRAINING
iCAD:
▪ SecondLook 200, 300, 400, 500, 500AD, TotalLook, Howtek Digitizers and Digital CAD Servers
▪ Confirma/Penrad Interfaces, DICOM/PACS Interfaces, Customer Satisfaction HEART Process

MEIJER:
▪ Noritsu 2911 & QSF30 Digital Photo Processing Equipment
▪ Fuji 500, 550 & 560 Series Film Processors; Fuji 1200, 1800SFA & Frontier Digital Printers; Fuji 5500 & Pictrostat Color Copiers
▪ Kodak Creation Station, Kodak Create a Print; Ricoh 6110 & 6513 Color Copiers.
▪ Cummins Jetscan, Jetsort & Jetwrap; Hydraulic Balers & Compactors
▪ Gilbarco Dispenser / Console Certified; Veederroot Tank Monitor System
▪ Certified Hobart Weigh / Wrap and Grayline Equipment
XEROX:
▪ Memorywriter 600 & 6000 Series, 7000 Facsimiles, 1025, 1035, 1038, & 5028 Series Copiers,
▪ Problem Solving, Malcolm Baldridge Leadership Training, and Advanced Communications

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