Experience

United Service Source Inc

• United States
• Telecommunications
• 1 - 100 Employee

• Customer Service Represetnative

  • Jan 2010 - Present

  Melbourne, Florida Area Manage service, install and deinstall requests in NG. Dispatch technician or field engineer. Ensure responsible tech/field engineer understands the scope of work and has the required tools and materials needed for the job. Track call to ensure it is completed within time period specified in contract. Create material transfer orders and sales orders in NG to ship equipment to technicians and field engineers to meet ETA. Gather ticket closeout information, ensure all required forms and… Show more Manage service, install and deinstall requests in NG. Dispatch technician or field engineer. Ensure responsible tech/field engineer understands the scope of work and has the required tools and materials needed for the job. Track call to ensure it is completed within time period specified in contract. Create material transfer orders and sales orders in NG to ship equipment to technicians and field engineers to meet ETA. Gather ticket closeout information, ensure all required forms and photographs are received, bill calls, and create and track Return Merchandise Authorizations (RMAs) for defective or unused equipment being returned to the customer or USSI. Schedule customer upgrades/roll-outs to meet contracted timelines while maintaining service schedules. Duties also include trend analysis, failure investigation, and developing corrective action. Show less



Avidyne (Through Spherion)

• Customer Service Representative

  • Aug 2009 - Jan 2010

  Melbourne, Florida Area Customer Service Representative (Contract) Ensured prompt and efficient customer service by responding to technical support calls, opening, updating, and closing service requests, creating and tracking RMAs, answering technical inquiries, and researching status on service requests. Tracked outstanding core units and collaborated with dealers to arrange for unit return. Key Accomplishments: • Worked with CONUS and international aircraft owners to ensure timely repair and return of… Show more Customer Service Representative (Contract) Ensured prompt and efficient customer service by responding to technical support calls, opening, updating, and closing service requests, creating and tracking RMAs, answering technical inquiries, and researching status on service requests. Tracked outstanding core units and collaborated with dealers to arrange for unit return. Key Accomplishments: • Worked with CONUS and international aircraft owners to ensure timely repair and return of defective flight control units. • Recovered over $30,000 in overdue RMAs. Show less



Harris

• Construction
• 500 - 600 Employee

• Geospatial Analyst 1

  • 2007 - 2009

  Melbourne, Florida Area Data Management/Source Evaluation/Geospatial Analyst 1 (2007 – 2009) Managed incoming geospatial data for six product lines. Leveraged ArcGIS and GDAT tools to determine appropriate product line and geographic area. Entered data into Source Management database and supported Source Evaluation to determine data accuracy and to identify anomalies prior to moving data to production. Key Accomplishments: • Resolved data identification issues in collaboration with Source Feasibility… Show more Data Management/Source Evaluation/Geospatial Analyst 1 (2007 – 2009) Managed incoming geospatial data for six product lines. Leveraged ArcGIS and GDAT tools to determine appropriate product line and geographic area. Entered data into Source Management database and supported Source Evaluation to determine data accuracy and to identify anomalies prior to moving data to production. Key Accomplishments: • Resolved data identification issues in collaboration with Source Feasibility team, product team leads, and Harris management.

• Geospatial Technician

  • 2002 - 2007

  Melbourne, Florida Area Technical Lead/Technician D (2002 – 2007)) As part of a LEAN initiative, appointed to create an internal Peer Review team to review products and customer-provided tools and provide feedback to ensure product quality and customer satisfaction. Researched reasons for product rejections and worked with software team to implement tool-based checks and peer review checklist and procedures. Implemented the Peer Review process and provided related training at subcontractor sites. Planned… Show more Technical Lead/Technician D (2002 – 2007)) As part of a LEAN initiative, appointed to create an internal Peer Review team to review products and customer-provided tools and provide feedback to ensure product quality and customer satisfaction. Researched reasons for product rejections and worked with software team to implement tool-based checks and peer review checklist and procedures. Implemented the Peer Review process and provided related training at subcontractor sites. Planned, conducted, and documented beta testing of software baselines. Key Accomplishments: • Increased first-time right acceptance rate to 99% as a result of the checklist and procedures developed through the LEAN initiative resulting in Harris receiving 100% award fees for the last five years of the contract. • Interfaced with government customer and management, reporting product status, resolving technical issues, and analyzing new or updated requirements. • As part of Operations Engineering team, investigated and provided resolution for data anomalies.

• Engineering Technician D

  • 1995 - 2002

  Melbourne, Florida Area Training Coordinator/Engineering Technician D (1995 – 2002) Oversaw four word processors and one Authorware coder in support of five trainers. Provided team with word processing and computer-based training development. Ensured accuracy of staff work product and worked with trainers, management, and customers to establish deadlines and ensure schedules were met. Worked with printers and shippers to meet delivery schedules. Key Accomplishments: • Supervised activities, workload, and… Show more Training Coordinator/Engineering Technician D (1995 – 2002) Oversaw four word processors and one Authorware coder in support of five trainers. Provided team with word processing and computer-based training development. Ensured accuracy of staff work product and worked with trainers, management, and customers to establish deadlines and ensure schedules were met. Worked with printers and shippers to meet delivery schedules. Key Accomplishments: • Supervised activities, workload, and performance of a team of five support/technical staff. • Ensured customer satisfaction by reviewing performance post completion of computer-based training projects.