Jon Donovan Email & Phone Number

Greater Boston Area

• Manages the Field Service Technicians (FSTs) of the company by organizing, dispatching and documenting the work of FSTs and other technical resources ensuring that technical support services are completed on schedule and at the highest levels of quality in order to conform to performance metrics• Supports the day-to-day field service and repairs operation in order to maintain compliance to the Customer(s)’ contract requirements. Assists FSTs in the delivery of technical services as necessary and appropriate.• Interfaces with principles and support personnel at GET for the diagnosis and repair of problems with field equipment hardware and software.• Recommends and manages consumable and spare parts inventory at required levels and as needed to maintain operations cost effectively.• Manages the help desk calls for Level 1 and 2 and Level 3 support, to insure contract compliance for response time of the Customer(s)• Responsible for any and all hardware and software upgrades to field equipment.• Assures that software and firmware is at current revision levels. Works with vendors to request and schedule upgrades and with customers to support the upgrades.• Serves as the Train-The-Trainer to other technicians for customer requirements on processes, systems, maintenance procedures and repair of company’s products• Maintains technical and operational documentation for products. Responsible for designing, documenting and periodically updating all procedures used in the maintenance, repair, and upgrading of all field equipment• Responsible for contributing to weekly and monthly reporting as defined by the Program Manager• Assists Program Manager and Company Management in the development of a long-range maintenance and support plan for company’s installed systems. Works cooperatively with other stakeholders to develop strategic and tactical plans to facilitate and coordinate the delivery of technical services.

Waltham Massachusetts

Employed by GET Group (www.getgroup.com), a world leader in passport, ID and IT solutions impacts the industry with cutting edge passport and ID systems utilizing the world's most advanced digital printing solutions. GET Group's Passport & ID Division specializes in solutions for the issuance of secure government documents such as Passports, National IDs, Driving Licenses, Vehicle Registration, and their usage in Border Management Solutions. My R&D Technician Skill Set Summary:*25+ years prior working experience in a professional setting.*Technically adept, creative thinker who enjoys tackling and solving problems, possesses strong communication skills, interacts seamlessly with all levels of management/support teams and is comfortable working in a culturally diverse, multi-national organization.*Performs R&D prototype testing, spearheads the development of new features on custom Secure ID printers and optional equipment which has contributed greatly to added market share for GET.*Experienced team contributor to developing proposals for multimillion dollar company projects.*Troubleshoots proprietary hardware and/or software problems as needed.*Provides professional technical support for our customers.*Install, maintain and upgrade printers and peripherals devices at customer sites.*Maintains a full understanding of network/secure ID/3D printing and other cutting edge technologies *Designs and assists in the production of trade shows and customer demonstrations.*Travels internationally upon request or short notice to attend to company or customer needs.*Superior organizational skills, multitask oriented and responsive to changing priorities.*High level of interpersonal maturity and excellent judgment.*Excellent oral and written communication skills.*Working knowledge of Microsoft Office programs,specifically Outlook, Word, Excel, PowerPoint and many proprietary industry software packages.

Burlington Ma

* Trained on a broad range of Sharp and HP printers, faxes and scanners* Service/sales liaison for Major Acct. Managed Print Services team* Perform all duties associated with 20+ years of Field Service experience

Provides front end non-technical support for EMCs Internal and External customers while creating, researching and updating service requests * Implement escalation procedures and interface with Global EMC teams

(2 years) * Onsite technician responsible for troubleshooting and preventative maintenance of all printer equipment at EMCs manufacturing sites *Responsible for connectivity issues, installs, moves, supply replenish- ment and customer training of entire product line

Burlington Mass

Real estate entrepreneur focusing on distressed property investing. Open to partnerships with new entrepreneurs that would like to venture into the world of Real Estate investing.

Waltham Ma

Sr. Customer Service Engineer III Xerox Corp. (12 years) * Field Technician for Xerox High Volume/Network connected color laser printers located in highly fast paced production environments* Valuable team member that took on complex field issues such as parts expense and usage overruns using problem solving techiniques with members of workgroup and engineering support* Mentored and trained new field CSEs to assimilate to Xerox field practices and techniquesCustomer Service Engineer I & II Xerox Corp.(7 years) * Trained on a broad range of Xerox desktop printers, faxes and scanners* Trained on desktop and laptop computers made by Dell, Compaq & HP* Managed large territories of equipment in small workgroups in MA& NH* Responsible for machine parts inventories, company car admin, supplies and contract sales, laptop upkeep and billing data input with strong focus on Customer Satisfaction

Education record

National Honor Society