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Skills

  • CCTV
  • RFI Scanners
  • Customer support
  • Process improvement
  • Relationship development
  • Team building
  • Planning and coordination
  • Installation skills
  • Cost-effective parts inventory management
  • Client Retention Strategies

Work Experiences

  • Finished standard of project, which resulted in system.
  • Working with team members and customers to find workable solutions improved operations.
  • Achieved a 42% reduction in downtime.
  • Answered 12 phone calls per several months to assist customers.
  • Conducted detailed failure analysis reports.
  • Collaborated with vendors to secure necessary tools and parts at discounted rates, saving the company $17 over 2016.
  • Achieved a resolution rate of 52% on first visit.
  • Management recognized me for providing outstanding customer service.
  • Conducted detailed failure analysis reports to identify recurring issues and recommended long-term solutions.
  • Achieved repairs without major part replacements.

Summaries

  • Achieved 34% reduction in downtime.
  • Service Repair Technician with strategic planning and process improvement abilities.
  • Risk assessment in framework settings and workflow optimization in performance reporting settings.
  • Motivating leader who has built and managed initiative teams in the past.
  • Category, standard, and initiative are all available.
  • Routine service tasks, such as unsticking bills, collecting money, and cleaning contacts, are second nature to me.
  • Service Repair Technician and team leader with 4 years of experience in category settings.
  • Strong troubleshooter with a knack for identifying both simple and complex mechanical problems.
  • Adaptable and motivated, with a strong work ethic and the ability to thrive in either a team-based or individually motivated environment.
  • Knowledge of Salesforce in depth, as well as vendor management and strategic planning abilities.

Accomplishments

  • Led a team to complete a large-scale equipment overhaul project, achieving 67% customer satisfaction and timely delivery within 6 months.
  • Managed daily schedules and service orders, optimizing response times and consistently meeting SLAs for Tableau maintenance calls.
  • Initiated a customer loyalty program for preventative maintenance contracts, increasing service renewals by 54%.
  • Contributed to the reduction of warranty claims by 23% through preventive diagnostics and high-quality repair standards.
  • Leveraged data from after-sales reports to increase repair accuracy, reducing the need for follow-up visits by 32%.
  • Operated and maintained service documentation, ensuring compliance with all relevant industry regulations and reducing audit discrepancies by 36%.
  • Reduced customer wait times by 34% through efficient scheduling, workforce management, and optimized service routes.
  • Reduced repair cycle times by 85% by introducing a real-time parts tracking system during service calls.
  • Completed repairs on complex Power BI systems within rigorous deadlines, contributing to Ironclad Systems's 27% improvement in quarterly service KPIs.
  • Supported a 7-person team in escalating customer complaints, successfully reducing unresolved service tickets by 38%.

Affiliations

  • CNC Machine Repair Professionals Network, 2015
  • Association for Operations Management (APICS), Certified in Advanced Manufacturing Process
  • Manufacturing Skill Standards Council (MSSC), Member
  • Electronics Technicians Association International (ETA-I), Certified in process improvement
  • Occupational Safety and Health Administration (OSHA) framework Certified
  • Certified HVAC Technician by process, 2018
  • Society of Maintenance & Reliability Professionals (SMRP) - Member since 2023
  • International Association of Electrical Inspectors (IAEI), Active Member
  • American Society of Mechanical Engineers (ASME), 2017 Programs
  • Association for Electric Motor Repair Shops (AEMRS), President of Chicago Chapter

Certifications

  • CompTIA Security+
  • Certified Service Professional (CSP) – Service Strategies
  • Automotive Service Excellence (ASE) Certification – ASE
  • CompTIA Network+
  • American Academy of Financial Management (AAFM)
  • First Aid/CPR Certification – American Red Cross
  • Network+ – CompTIA
  • Microsoft Office Specialist (MOS)
  • Certified Equipment Maintenance Specialist (CEMS) – Equipment and Engine Training Council (EETC)
  • Certified Business Analysis Professional (CBAP)

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