Field Service Technician with 35 years in technical and customer support roles. Effectively identifies problems using advanced troubleshooting skills.
Experienced in Rolm PBX systems including MOD 10, 9751, 9006 Hicom/Hipath, T1 Interface, Open Stage Products, Spectra Link, Hipath Teleworking
Siemen's systems include 2000, 3000, 4000, 5000, 9200, Assistant Manager Interface to Wireshark, OpenScape Products, Xpression Admin. and APC Units, RG87XX Gateways
Exceeded monthly goals by successfully handling more than  calls per week.
Same as above.
On site problem resolution for CSMA/MAC/Installation and T&M customers.
Timely notification to customers of estimated arrival time.
Defining problems and developing solutions for customers.
Completing repair/install activities based on assigned work orders.
Closed loop process, gaining customer approval of work completed.
Escalating to GSI for assistance if probelm is not easily fixed within 1 hour on-site.
Assist in install activities as needed, act as IE when assigned small jobs.
Closing and completing work in SAP on a real time basis with TMD.
Gaining manager approval for work done outside of contract scope.
Represents Siemens to our customers and dressed appropriately per company dress code.
Cost management by returning parts on time, controlling overtime, 1st visit fix and timely closure of SAP tickets.
Uses tools (laptop, BLS/GSI, SAP) in support of company needs.
Maintain Personal Skills Assessment/Inventory as part of the Competency Management Process.
Displayed courtesy and strong interpersonal skills with all customer interactions.
Referred difficult issues to upper management while maintaining positive rapport with customer.
Served on USS Providence, CLG6. Vietnam Veteran. USS Mitchner, DDG35.
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