▪ Responsible for systemic issue diagnosis and maintenance for PAC hardware and software in addition to the integration and support of third party systems for major airline customer.▪ Provided support transitioning ownership and merging of two major airline customers. ▪ Provided internal support for multiple airline customers.▪ Worked with; MySql, Linux, Splunk & all Microsoft Office Applications

▪ First point of customer contact for all technical and operational support of thePanasonic In-Flight Entertainment Systems (eFx, eX1, eX2, eX3, eXW) and IDTV/GCS/ITAN and ViaSATsatcom systems.▪ Provided customers with support for full program/product lifespan from prototype launch tomaturity and obsolescence.▪ Three direct employee reports and regional Field Engineering Supervisor for several major airline customers.▪ Generalist liaison with PAC internal groups. (AM, PMO, HWE, SWE, PSE, PTS, MCS)▪ Field (on-wing) and lab testing, troubleshooting, and diagnosis of systemic issues related to:software, hardware, network and aircraft integration (CIDS/ARINC429/Keylines). Follow up & issue tracking / documentation with aim to drive all to closure in coordination with PAC Engineering team. Integration issues handled with airline customer engineering groups and/or AC manufacturer reps.▪ Hardware, software and integration based technical troubleshooting ability. Effective,respectful and non-biased communication used to clearly report findings and provide a pathforward to resolution.▪ Debug log capture during reproduction of faults. Issue description corroborated with logdata distributed to the appropriate internal engineering/dev groups for investigation andimplementation of bug-fixes.▪ Hardware Component/LRU reliability tracking and implementation of new modifications toimprove mean-time-before-failure rate. Data allocated and presented to customers on a daily,weekly and quarterly basis.▪ Host of daily and weekly customer issues and program status update teleconferences.▪ Extensive domestic and international travel for in-flight testing and 24/7 on-wing support.▪ Performed BITE analysis, Aircraft fleet performance trending analysis, data mining (usingproprietary HTML tools) and slide presentations of findings and status/ECD to customers at QBR / Executive meetings in addition to routine customer facing status updates.

▪ Badged SFO Air Operations Area clearance with current US customs background checks.▪ Primary aircraft retrofit on-site representative for prototype installation projects. Liaison with3rd party MRO site, customer, and internal groups to ensure on-time delivery.▪ LogBook sign off approved (lapsed) for customer maintenance logs including UNIMATIC and RAMCOsystems.▪ Implementation and understanding of Airbus and Boeing documentation. (WD, AMM, IPC,CMM)▪ Common Field tools include multimeter, Fluke DTX 1800 Network Analyzer, various linuxbased workstations for SW/Media loading and troubleshooting,