Technical support or Technician or Telecommunications technician
Technical support, Technician, Telecommunications technician with 10 years experience looking for a Direct Contributor position.
Content
Glenn Mongold 417 Ridgeview Ave. Scotch Plains, NJ 07076 [email protected] Tel: (908) 322-5490 ~~~~~~~~~~~~~~~~~~~~~~~~~~~ PROFESSIONAL EXPERIENCE ~~~~~~~~~~~~~~~~~~~~~~~~~~~ 1/2010 - 2/2011 Amano McGann, Inc. Roseland, NJ Test and Verification Technician Developed and perfomed test cases for custom and standard software / firmware to verify the functionality and reliability of POS systems and related external pe ripherals. * Initiated report at completion of test cases detailing failure(s) and steps le ading to point of failure using Lotus notes. Forwarded report to Lead Developers (software / firmware), Project Managers and Vice President of Engineering. * Assisted in the development and wiring of barrier gate panel containing Terade k logic board, transformer, detectors, switches, MBS sensor, capacitors and outl ets to be used in mass production. * Tested hardware functionality of POS terminals by following schematic to wire from terminal to external peripheral(s). * Wired RS-485 communications from POS terminal to centralized host to track Rev enue, Alarms, and Card Access transactions. Using Frontline and communications m onitor software, verified the classification and validity of data transmission. * Resolved outstanding site issue(s) by creating test environment that simulated site's configuration and importing customer's databases. * Traveled to customer sites to troubleshoot and resolve issues related to softw are / hardware failure.
5/2000 - 1/2010 Amano Cincinnati Inc. Roseland, NJ Senior Parking System Support Analyst Provided high level phone support to dealers throughout the United States, Canad a and Latin America and logged all field issues in a Lotus notes centralized cal l desk for troubleshooting reference. * Promoted customer confidence in product and suppport by traveling to high prof ile sites to provide on-site resolutions. * Provided leadership and hands on training to new members of support team. * Provided vital information required by R&D to resolve outstanding issues. * Resolved issues for high speed and dial up credit card transactions and settle ments resulting in retrieval of missing revenue totaling thousands of dollars. * Enhanced troubleshooting by configuring PC related POS terminals and wiring to related peripherals. * Recorded product enhancements and resolutions in the form of technical newslet ters. * Modified and repaired POS terminal databases using Paradox version 10 software .
10/1992 - 12/1999
Laser Service Professionals Green Brook, NJ Technical Support Manager Responsible for Supervision, training and support for all field service technici ans. Ensured customer satisfaction by maintaining close relationship and constan t follow-up upon completion of service. Provided level 2 phone and on-site suppo rt for customers on the most popular lines of laser printers including HP, Apple , Okidata, Panasonic, Texas Instrument and Epson. Managed and calculated employ ees timesheets using MS Excel.
~~~~~~~~~~~~~~~~~~ CERTIFICATIONS ~~~~~~~~~~~~~~~~~~ A+ Certified Technician Completed March 2000 Successfully completed the Hardware and Software core exams earning the designat ion of A+ Certified Service Professional. ~~~~~~~~~~~~~ EDUCATION ~~~~~~~~~~~~~ 1992 Digital Electronics Digital Electronics Degree GPA: 3.33 - DeVry Institute, Woodbridge, NJ Awards: Dean's List Course focused on Series and Parallel circuits, Amplifiers, Logic gates, Digital to Analog / Analog to Digital convertors and Microprocessors. Theory was applied to hands on construction of circuits and writing machine asse mbly programs.
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ PROFESSIONAL AFFILIATIONS ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ Knights of Columbus Currently holding title of Grand Knight which includes the responsibility for ov erall operation of the Scotch Plains Council including the organization of fundr aising campaigns, youth activities, awards ceremonies and community service. Previously held Officer titles of Deputy Grand Knight (with the responsibility of assisting in the overall operation of the Council) and Treasurer . ~~~~~~~~~~~~ PERSONAL ~~~~~~~~~~~~ Performed software and hardware upgrades to home and work PC's including install ation of Windows XP, Microsoft Office, Frontline monitor, Norton Internet Securi ty and Sun Virtual Machine. Hardware upgrades include Hard drives, CD drives, wi reless router, memory and Ethernet card. ~~~~~~~~~~~~~~~~~~~ KEYWORD SUMMARY ~~~~~~~~~~~~~~~~~~~ A+ Certified, Digital Electronics Degree, Analog, Digital, Circuits, Support Ana lyst, Test & Verification Technician, Technical Support Manager, Trainer, Hardwa re upgrade, Software upgrade, Windows XP, MS Excel, MS Word, Hewlett Packard, Pa nasonic, Epson, Okidata, Hard Drive, CD/DVD Drive , Wireless Routers, Ethernet c ard , RS-485, Schematics, Wiring, Communications, Troubleshoot, Sun Virtual Mach ine.
5/2000 - 1/2010 Amano Cincinnati Inc. Roseland, NJ Senior Parking System Support Analyst Provided high level phone support to dealers throughout the United States, Canad a and Latin America and logged all field issues in a Lotus notes centralized cal l desk for troubleshooting reference. * Promoted customer confidence in product and suppport by traveling to high prof ile sites to provide on-site resolutions. * Provided leadership and hands on training to new members of support team. * Provided vital information required by R&D to resolve outstanding issues. * Resolved issues for high speed and dial up credit card transactions and settle ments resulting in retrieval of missing revenue totaling thousands of dollars. * Enhanced troubleshooting by configuring PC related POS terminals and wiring to related peripherals. * Recorded product enhancements and resolutions in the form of technical newslet ters. * Modified and repaired POS terminal databases using Paradox version 10 software .
10/1992 - 12/1999
Laser Service Professionals Green Brook, NJ Technical Support Manager Responsible for Supervision, training and support for all field service technici ans. Ensured customer satisfaction by maintaining close relationship and constan t follow-up upon completion of service. Provided level 2 phone and on-site suppo rt for customers on the most popular lines of laser printers including HP, Apple , Okidata, Panasonic, Texas Instrument and Epson. Managed and calculated employ ees timesheets using MS Excel.
~~~~~~~~~~~~~~~~~~ CERTIFICATIONS ~~~~~~~~~~~~~~~~~~ A+ Certified Technician Completed March 2000 Successfully completed the Hardware and Software core exams earning the designat ion of A+ Certified Service Professional. ~~~~~~~~~~~~~ EDUCATION ~~~~~~~~~~~~~ 1992 Digital Electronics Digital Electronics Degree GPA: 3.33 - DeVry Institute, Woodbridge, NJ Awards: Dean's List Course focused on Series and Parallel circuits, Amplifiers, Logic gates, Digital to Analog / Analog to Digital convertors and Microprocessors. Theory was applied to hands on construction of circuits and writing machine asse mbly programs.
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ PROFESSIONAL AFFILIATIONS ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ Knights of Columbus Currently holding title of Grand Knight which includes the responsibility for ov erall operation of the Scotch Plains Council including the organization of fundr aising campaigns, youth activities, awards ceremonies and community service. Previously held Officer titles of Deputy Grand Knight (with the responsibility of assisting in the overall operation of the Council) and Treasurer . ~~~~~~~~~~~~ PERSONAL ~~~~~~~~~~~~ Performed software and hardware upgrades to home and work PC's including install ation of Windows XP, Microsoft Office, Frontline monitor, Norton Internet Securi ty and Sun Virtual Machine. Hardware upgrades include Hard drives, CD drives, wi reless router, memory and Ethernet card. ~~~~~~~~~~~~~~~~~~~ KEYWORD SUMMARY ~~~~~~~~~~~~~~~~~~~ A+ Certified, Digital Electronics Degree, Analog, Digital, Circuits, Support Ana lyst, Test & Verification Technician, Technical Support Manager, Trainer, Hardwa re upgrade, Software upgrade, Windows XP, MS Excel, MS Word, Hewlett Packard, Pa nasonic, Epson, Okidata, Hard Drive, CD/DVD Drive , Wireless Routers, Ethernet c ard , RS-485, Schematics, Wiring, Communications, Troubleshoot, Sun Virtual Mach ine.
