Ethan S. Email & Phone Number

Seattle, WA, US

Seattle, Washington, United States

• Oversees dispatching and ticket management for all technicians.
• Oversees preventative maintenance services to ensure on-time completion.
• Provides in-depth technical support for all technicians.
• Develops equipment troubleshooting methodologies and procedures for technicians.
• Analyzes inventory usage to curate on-hand SKUs, while minimizing emergency orders, to drive company-wide savings.
• Assists customers in determining the value of equipment repair vs replacement.

San Antonio, Texas, United States

• Performed reactive service and preventative maintenance on traditional and super-automatic espresso equipment, coffee brewers, and coffee grinders.
• Triaged incoming service tickets, within the context of SLAs, to prioritize critical situations while exceeding SLA metrics.
• Accurately diagnosed equipment to exceed First-Time-Fix metrics.
• Supported colleagues in accurately diagnosing and repairing equipment.
• Routinely referenced electrical, circuit, and hydraulic diagrams.
• Clearly communicated with customers, facility managers, and baristas by translating technical findings into relevant and actionable insights.

East Peoria, Illinois, United States

• Partnered with small and medium businesses to provide a seamless IT support experience.
• Provided desk-side and remote end user support.
• Deployed, maintained, and troubleshooted computer systems, networks, and access control systems
• Supported migrations between SaaS providers.
• Implemented disaster recovery protocols.
• Designed and deployed contactless customer check-in kiosks.

Peoria, Illinois, United States

• Lost Art Design & Print is a small in-house design and print boutique; who utilizes multiple mediums to produce printed garments and stationery.
• Managed post-sales client communications.
• Managed orders throughout all stages of production.
• Routinely updated production schedule.
• Created artwork to customer specification, applied revisions as needed, and gained final approval from clients.
• Produced various printed garments, stationery, and wedding suites using screen printing, embroidery, heat transfer vinyl, and digital printing systems.

Peoria, Illinois Area

• Oversaw all day-to-day operations of the print center
• Produced and delivered high-quality print products accurately and on-time.
• Drove a ten percent increase in composite print sales.
• Performed incidental maintenance and coordinated service vendors to resolve equipment issues.
• Accurately diagnosed and repaired customer computers in a timely manor.
• Performed full and partial assembly replacement (screens/batteries) on mobile devices.

Lacon, IL

• While the official position was front desk associate, my actual duties were much more akin to a General Manager, ranging from sales and marketing to customer service and IT support.
• Reduced spending on lighting by approximately 46% by identifying system inefficiencies and implementing a conversion to LED lighting.
• Increased marketing ROI by creating and implementing a thorough and trackable marketing plan.
• Provided business and marketing insights by analyzing previously untapped data sets.
• Continually engaged customers by regularly re-designing and updating product displays.
• Administrated and repaired the facility access control system.

• Programs: Technology and Leadership / Robotics and LeadershipPrograms held: July - August 2014, 2015 & November 2015
• Responsible (in part with Tech Coordinator) for delivering all technical aspects of programs
• Managed 40+ workstation computer and robotics lab
• Provided technical troubleshooting to VIP presenters
• Assisted in delivering highly educational content by acting as a resource for both leaders and students
• Coordinated shipment logistics for computers and robotics equipment

Roanoke, IL

• Local screen printing company with a focus on providing low cost products to athletic teamsPerformed pre-press design processing, routine and high-level incidental maintenance on all equipment, maintained the online.
• Built and maintained a new eCommerce website (since redesigned).
• Delivered new products and business opportunities by performing extensive research and development.
• Reduced material usage and waste by implementing cost-saving measures while performing rapid production.
• Managed customer and vendor communications, including preparing quotes and placing inventory orders.