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Technical User Training Field Service Training Team Leadership

Troubleshooting Documentation Health & Safety Customer Service

         Adept at giving technical direction to customers regarding product/system operation, upgrades, and general or preventative maintenance.

         Extensive expertise in assessing customer complaints, troubleshooting and diagnosing issues through research and root cause analysis, and providing swift resolution to complex technical problems.

         Able to recommend solutions to the customer in a timely, clear, and professional manner

         Coach, mentor, and train staff to perform efficiently, safely and professionally, and consistently enforce rigorous attention to safety rules, regulations, and procedures.

         Skilled in forging collaborative relationships across a multicultural and cross-functional organization.

         Recipient of multiple awards in recognition of military service, contributions, and achievements.

Instrumentation Laboratories, Bedford, MA, 2012 Present

Field Service Engineer II

         Provide high-quality customer support through onsite installations, troubleshooting, service, and repair including updates, retrofits, and product enhancements for complex instruments and systems.

         Instruct customers in proper operation, maintenance, and troubleshooting of instruments and systems.

         Interface with sales team to resolve broad-based customer issues and respond to sales leads.

         Continuously drive territory growth by promoting and selling service agreements, PMs, and other services.

         Schedule, coordinate, and present pertinent information at customer user group training seminars and marketing road shows to boost company awareness and business development.

RF Technologies, 2008 2017

National Installation Training Manager 2016 2017

         Determined and documented learning objectives, training content structure, and assessment measures.

         Authored and delivered technical certification programs, courses, lessons, evaluation tests, and feedback surveys to diverse global audience.

         Collected, documented, reviewed and reported analytic training data to steer continuous improvement.

         Joined forces with product management and engineering to formulate training plans for new products.

Senior Field Service Engineer 2012 2016

         Analyzed customers needs, calculated quotes, devised suggested system layouts, and proposed solutions for customer installations.

         Methodically conducted onsite system validation and testing of wandering management, infant security, and RTLS systems to ensure flawless product functioning.

         Reliably delivered onsite technical support to customers including after-hours and weekends.

         As national technical trainer, created and administered in-house training programs to instruct field service engineers in proper product use, customer service procedures, and troubleshooting techniques.

Field Service Representative 2008 2012

         Analyzed, troubleshot, diagnosed, and replaced or repaired company products and equipment to ensure customer satisfaction, retention, and repeat business.

Continued ►

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         Provided full-scope installation support, phone-based technical support, and remote monitoring services, depending on customer needs and issues.

         Provided valuable feedback on product functionality requirements including suggestions for new product development, product improvements, and new business opportunities.

         Planned and delivered technical instruction on operation, maintenance, and troubleshooting of safety, security, and asset location products and solutions.

Becton Dickinson Inc., Sparks, Maryland, 2004 2008

Field Service Engineer

         Delivered top-quality onsite technical support to customers including complete installation and service of diagnostic instrumentation, after-hours/weekend support, product marketing, exhibitions/demonstrations, and clinical support.

         Efficiently installed and serviced sophisticated medical devices and instrumentation in alignment with current ISO and GMP standards.

         Documented expenses, mileage, inventory, and customer assignments to ensure precise budget compliance and quality control.

US Navy, USS Lake Champlain, San Diego, California, 2000 2004

First Line Supervisor

         Directed comprehensive preventative and corrective maintenance on surface fire control radar and a gun fire control system in accordance with Navy's Planned Maintenance System.

         Applied dynamic leadership talents toward supervising, training, and motivating up to nine technicians.

         Ensured and enforced rigorous adherence to safety standards and requirements such as OSHA regulations and hazardous materials management (HAZMAT).

Radar Technician and Operator

         Spearheaded preventative and corrective maintenance on surface fire control radar and gun fire control system consisting of a computer, magnetic tape drive, and state-of-the-art peripheral equipment.

         Accurately interpreted complex schematic drawings and block diagrams, and demonstrated proficiency in use of digital multimeter, oscilloscope, and power meter to perform routine department tasks.

Inventory Specialist

         Replenished inventory of supply consumables, repair parts, and tools to sustain operations in work center.

Associate of Science, Electronic Technology

Coastline Community College, Fountain Valley, CA, 2003

OSHA Hazard Recognition Training - Construction Industry, UC San Diego, Safety Education Institute

CPR, American Heart Association, San Diego, California

First Line Leadership Development, Coronado, California

MK 86 Gun Fire Control System, C School (NEC 1130), San Diego, California

Fire Control A School, Great Lakes, Illinois

Tech Core (Basic/Intermediate/Advanced Electronics), Great Lakes, Illinois

eLearning Safety Training Courses, 2004 2015:

Certificate of Course Mastery in numerous safety courses covering:

Fire Safety, Accident Investigation, HIPAA Compliance, Walking and Working Surfaces, Hearing Protection, Back Safety, Asbestos Awareness, Defensive Driving, Electrical Safety, Eye and Fall Protection, Ladder Safety, Lockout/Tagout, Harassment & Diversity Training