• Supervised up to 35 personnel responsible for deploying/supporting over 250 Service Engineers, and Technical Liaisons to almost 4000 customer sites in North, Central, and South America• Led the Technical Support team to over 60% recovery by phone thus averting on-site service• Cut average customer down time from over 2 weeks to just over 9 days• Raised incoming call direct-to-tech contact from 50% to 70%• Improved 15-minute callback times from 60% to 78% and < 2-hour callbacks from 89% to 93%• Collaborated with Product Teams, Sales, Project Managers, Engineering, IT, Logistics, and Install departments for creative solutions to address customer concerns• Cultivated positive relationships with our Customers, Vendors, and Global Support Centers in Japan, Singapore, India, and Europe representing Technical Support for the Americas• Coordinated training for new technologies introducing Augmented and Merged Reality tools to enhance troubleshooting• Organized internal channels for the communication and storage of technical data shared with international, local, and regional offices as well as independent distributors

• Remote Cross-product SME for equipment in North, Central, and South America• Pioneered an Arizona virtual office presence with Regional Sales• Made site visits state-wide with the Sales Manager to analyze customer needs and provide technical insights• Directed equipment installations, provided training, and aided Service Engineers• Traveled to Japan and Singapore to train on new release products and conduct FMEAs for pre-release• Deployed to Queretaro, MX and Detroit, MI to develop regional support and instruct Technical Support Specialists

• Addressed product quality issues with vendors, and parent manufacturing groups• Communicated with U.S., Japanese, and Singapore Engineering Groups and Supply Chains• Performed inspections and provided Problem, Cause, Solution evaluations• Contracted outside facilities for chemical analyses

• Installed, maintained, modified, and repaired horizontal and vertical CNC machining centers with 4 and 5 axis capabilities• Supported projects for sales, show work, and R&D

Operated, programmed, maintained, and repaired shop equipment. Equipment included lathes, mills, welders, grinders, and saws. Early involvement in the fabrication and assembly of the CHARA array at Mt Wilson Observatory under Dr. Hal McAlister. http://www.chara.gsu.edu/CHARA/ .

Monthly reporting with active deployment to Coast Guard Station Baltimore, MD as CoOp Minesweeper Assistant to Sonar Tech.

Aircraft Com/Nav Intermediate maintenance, Master at Arms, Contractor Quality Assurance, E-Div LPO. Includes 10 duty stations CA, CT, FL, IL, NY, TN, WA, Indian Ocean and aboard vessels CVN65, and FFG29.