74 S Newberry St Boise, ID 83651 HP: 208-409-4667 Email: firstname.lastname@example.org
To work for a company where I can apply critical thinking skills and creative problem solving in the technical field.
? 10 years of experience in a wide variety of technical support and management rolls.
? 5+ years of project management experience leading teams to resolve executive/high level escalations.
? Strong critical thinking, creative problem solving, multitasking, and interpersonal sills.
? Strong technical knowledge of LaserJets, IT, networking, and product development.
? Strong technical writing experience (whitepapers, manuals, drawer statements).
3/03–present ADECCO Technical/HP Printer Division Boise, ID
Technical Escalation Manager
Overview: In this job I accepted driver and firmware escalations from sales and 3rd tier support agents for the Laserjet Technical Marketing division of Hewlett Packard. I prioritized the escalations, reproduced the defects involved, and submitted individual defects to lab engineers for re-engineering while managing the time to resolution and communicating progress. Once a solution was engineered I tested it and delivered it to the field.
? Managed and coordinated worldwide executive/high level escalations for driver and firmware defect re-engineering of HP LaserJet printers.
? Performed central roll as a technical lead/project manager for hundreds of printing and services escalations totaling in over 3 billion dollars of saved revenue.
? Serviced high level customer accounts such as Bank of America, State Farm, Cisco, Merck, Fed Ex, Shell, Intel, Citibank, KPMG, Target, Chrysler, and General Mills.
? In-depth technical expertise on all single function mid to high end LaserJet printers. To include complex software driver debugging, connectivity troubleshooting, firmware analysis, hardware repair, defect reproduction, testing.
? Troubleshot complex networking environm
Attending University of Phoenix with 4.0 GPA
High School Diploma
Organizations / Affilations:
Northwest Kobodo Research Society
Shinjitsukan Kenpo Kobodu
Ryukyuhan Kenpo Federation
is located in and has the following skills: