Richard Herdocia Jr
Sr Product Support Engineer at Avionica, LLC- Claim this Profile
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Topline Score
Bio
Credentials
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A+, N+,S+
ComptiaMay, 2005- Nov, 2024
Experience
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Avionica
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United States
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Airlines and Aviation
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1 - 100 Employee
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Sr Product Support Engineer
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Jul 2015 - Present
Product support engineer, and perform test cases / document proof read for R&D, and provide reports of Avionica devices performance, and technical support for software and hardware for all ground support and wireless devices, take care of customer by email, CRM cases, and calls in and Teams. assisting customer with questions, data recording, data analysis, download, AC navigation data uploads, installation/ integration/ troubleshooting of all Avionica Product line. Provide /… Show more Product support engineer, and perform test cases / document proof read for R&D, and provide reports of Avionica devices performance, and technical support for software and hardware for all ground support and wireless devices, take care of customer by email, CRM cases, and calls in and Teams. assisting customer with questions, data recording, data analysis, download, AC navigation data uploads, installation/ integration/ troubleshooting of all Avionica Product line. Provide / created new configuration software files to products, assist engineers, input new data to CRM, review component maintenance manuals and user guides, service letters, bulletins and product updates , and creation of customers FAQs. Open and close cases in CRM by windows. Provide classroom training for company products to customers, and daily provide quick solutions and answer to customer inquires. Implemented 5S in product support department and maintain high quality service and utilize tools such as Joomla, putty, wireshark, basic network tools for troubleshooting, sharefile, intuitive, and application tools to fix communication errors of network protocols, connections, for LAN, Radio HF/UHF, satCOM. and Wifi systems with a good understanding of Arinc and Sita systems, and ACARS. Dataframe 429 and 717 and strong TCPI/IP foundation. Show less Product support engineer, and perform test cases / document proof read for R&D, and provide reports of Avionica devices performance, and technical support for software and hardware for all ground support and wireless devices, take care of customer by email, CRM cases, and calls in and Teams. assisting customer with questions, data recording, data analysis, download, AC navigation data uploads, installation/ integration/ troubleshooting of all Avionica Product line. Provide /… Show more Product support engineer, and perform test cases / document proof read for R&D, and provide reports of Avionica devices performance, and technical support for software and hardware for all ground support and wireless devices, take care of customer by email, CRM cases, and calls in and Teams. assisting customer with questions, data recording, data analysis, download, AC navigation data uploads, installation/ integration/ troubleshooting of all Avionica Product line. Provide / created new configuration software files to products, assist engineers, input new data to CRM, review component maintenance manuals and user guides, service letters, bulletins and product updates , and creation of customers FAQs. Open and close cases in CRM by windows. Provide classroom training for company products to customers, and daily provide quick solutions and answer to customer inquires. Implemented 5S in product support department and maintain high quality service and utilize tools such as Joomla, putty, wireshark, basic network tools for troubleshooting, sharefile, intuitive, and application tools to fix communication errors of network protocols, connections, for LAN, Radio HF/UHF, satCOM. and Wifi systems with a good understanding of Arinc and Sita systems, and ACARS. Dataframe 429 and 717 and strong TCPI/IP foundation. Show less
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Noritsu America Corporation
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United States
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Photography
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100 - 200 Employee
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Technical Service Engineer
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Apr 2013 - May 2015
Service, maintenance, updates, installation, software patches installation, training users on imaging systems, digital printing data processing. Service, maintenance, updates, installation, software patches installation, training users on imaging systems, digital printing data processing.
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Walgreens
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United States
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Retail
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700 & Above Employee
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Field Technician
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Jul 2005 - Apr 2013
* Install, repair, maintain and test electronic equipment, and photo-lab printers. * Train users in proper use of units, and gave software support. * Handle incoming service tickets, respond and document parts usage, service procedures and solutions into smart database system. * Respond in a timely matter to stores calls, and gave telephone support to more complex problems and research issues to find proper fixes. * Share technical knowledge and guided new technicians… Show more * Install, repair, maintain and test electronic equipment, and photo-lab printers. * Train users in proper use of units, and gave software support. * Handle incoming service tickets, respond and document parts usage, service procedures and solutions into smart database system. * Respond in a timely matter to stores calls, and gave telephone support to more complex problems and research issues to find proper fixes. * Share technical knowledge and guided new technicians with service tickets and machines errors to find effective solutions. * Manage own territory, inventory of parts and care for company vehicle. * Continue learning new technology; applications, mobile devices, and new updates in regards to hardware or software modifications, and operational use of units. * Work in the field with minimal supervision, and provide coverage for the tri-country area; Palm Beach, Broward and Miami Dade. * Resolve complex equipment issues; software and hardware errors, and network connectivity failure. *daily assess workload requirements and then schedule, prioritize, and assign work accordingly with minimal supervision. *Developed leadership and supervisory skills to assist junior technicians as required. *Audited own performance and recommended own objectives and standard of performance. *Type of equipment serviced: IBM post registers, HP laser printers, Fujitsu document scanners, Fuji digital imaging systems, IONIT and BOSCH video security systems, Cisco routers, Netgear hubs, Barcode scanners, coin-dispense device, DNP printer/kiosks, IBM Lenovo laptops, audio paging system, Lexmark color printers, Epson digital color printers large format, IBM blade server. Show less * Install, repair, maintain and test electronic equipment, and photo-lab printers. * Train users in proper use of units, and gave software support. * Handle incoming service tickets, respond and document parts usage, service procedures and solutions into smart database system. * Respond in a timely matter to stores calls, and gave telephone support to more complex problems and research issues to find proper fixes. * Share technical knowledge and guided new technicians… Show more * Install, repair, maintain and test electronic equipment, and photo-lab printers. * Train users in proper use of units, and gave software support. * Handle incoming service tickets, respond and document parts usage, service procedures and solutions into smart database system. * Respond in a timely matter to stores calls, and gave telephone support to more complex problems and research issues to find proper fixes. * Share technical knowledge and guided new technicians with service tickets and machines errors to find effective solutions. * Manage own territory, inventory of parts and care for company vehicle. * Continue learning new technology; applications, mobile devices, and new updates in regards to hardware or software modifications, and operational use of units. * Work in the field with minimal supervision, and provide coverage for the tri-country area; Palm Beach, Broward and Miami Dade. * Resolve complex equipment issues; software and hardware errors, and network connectivity failure. *daily assess workload requirements and then schedule, prioritize, and assign work accordingly with minimal supervision. *Developed leadership and supervisory skills to assist junior technicians as required. *Audited own performance and recommended own objectives and standard of performance. *Type of equipment serviced: IBM post registers, HP laser printers, Fujitsu document scanners, Fuji digital imaging systems, IONIT and BOSCH video security systems, Cisco routers, Netgear hubs, Barcode scanners, coin-dispense device, DNP printer/kiosks, IBM Lenovo laptops, audio paging system, Lexmark color printers, Epson digital color printers large format, IBM blade server. Show less
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Eastman Kodak Company
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Manufacturing
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700 & Above Employee
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Service Engineer
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Jun 1997 - Mar 2005
Trained and certified specialist in Gretag, Noritsu Photo-Labs units and Kodak G3’s Kiosks units. * Application testing; installation; troubleshooting; software and hardware. * Managed a territory of 54 units; and improved the business, and the service to our customers resulting in high dollar earnings for the company. * Performed over 8600 quality service calls in eight years of service. * Completed installations and updates of units and software at… Show more Trained and certified specialist in Gretag, Noritsu Photo-Labs units and Kodak G3’s Kiosks units. * Application testing; installation; troubleshooting; software and hardware. * Managed a territory of 54 units; and improved the business, and the service to our customers resulting in high dollar earnings for the company. * Performed over 8600 quality service calls in eight years of service. * Completed installations and updates of units and software at an average of 4 to 8 hours a day and 20 installs a month. * Kept a low inventory of parts at $76 per call, thus keeping the cost of the service low and maintained a 67% profit margin to the company. * Received best performance award for improving customer service and reducing service calls response time and increased prints per hour by lowering downtime of units via better equipment maintenance. * Able to test and debug both hardware and software. Show less Trained and certified specialist in Gretag, Noritsu Photo-Labs units and Kodak G3’s Kiosks units. * Application testing; installation; troubleshooting; software and hardware. * Managed a territory of 54 units; and improved the business, and the service to our customers resulting in high dollar earnings for the company. * Performed over 8600 quality service calls in eight years of service. * Completed installations and updates of units and software at… Show more Trained and certified specialist in Gretag, Noritsu Photo-Labs units and Kodak G3’s Kiosks units. * Application testing; installation; troubleshooting; software and hardware. * Managed a territory of 54 units; and improved the business, and the service to our customers resulting in high dollar earnings for the company. * Performed over 8600 quality service calls in eight years of service. * Completed installations and updates of units and software at an average of 4 to 8 hours a day and 20 installs a month. * Kept a low inventory of parts at $76 per call, thus keeping the cost of the service low and maintained a 67% profit margin to the company. * Received best performance award for improving customer service and reducing service calls response time and increased prints per hour by lowering downtime of units via better equipment maintenance. * Able to test and debug both hardware and software. Show less
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Education
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2000 - 2005
Barry University
Bachelor of Computer Science, Information Technology -
1990 - 1994
Miami Dade Community College
Associate of Arts; AA, Electronic Engineering Technology -
MiamiDade College
Electronic Engineer Technology, electronics
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