Stephen Clyde Email & Phone Number

Western New York State

Finger Lakes, Rochester, Buffalo

Fairport, Ny

- Supported customer service requests, remote repair, and configuration changes providing greater than 80% call resolution remotely, reducing travel costs and on-site time, keeping service costs below the AOP.- Provided technical guidance for Field Engineers during Hardware installation and PM's facilitating repair/replacement resulting in increased customer up-time.- Documented steps in the customer service relationship using SAP/CRM Software application to record feedback and actions providing information to a database allowing for cause and effect diagrams. - Completed Hardware Training on latest DR product releases providing a proficient call center resource to Field Engineers.- Rapid resolution of customer warranty claims by identifying the resources needed for fast response including Billing, Entitlement, Service Parts Order Entry, and assuring the part delivery and installation.

- Teaming with product development, QA, and manufacturing using Corrective Action Process to drive services costs down while improving customer satisfaction. - Troubleshooting and problem solving software issues to reduce Service Escalations at Lvl 3, Service Engineering.- Conducted remote training to Field Engineers and Call Center personnel to improve product knowledge, reducing service costs.- Advocated Remote Monitoring Service reliability to decrease system repair time, improve troubleshooting, and advance problem solving. Customer surveys reported increased satisfaction as a result of improving remote capabilities.- Created Software Installation instructions for Digital Radiography Systems to reduce costs.

- Service Engineering Support for Kodak media used in OEM.- Engineered photographic equipment upgrades enabling working solutions for media/equipment.- Product commercialization of media and problem solving trade issues.- Developed a web database using SQL, HTML, and Coldfusion software.- Authored procedures, provided training, and consulting to improve serviceability of equipment/parts for field representatives to increase Retail market share of media.- Service for digital photofinishing equipment.- Traveled domestically and internationally to support product commercialization.

Analytical troubleshooting using JMP statistical tools.Developed medical-measuring equipment in conjunction with a technical affiliate Engineering staff at University of Rochester.Designed and developed an ultrasonic measurement system for contrast agents.Lab Automation with Electromechanical design including robotics. Design, develop and installed computer based analytical instrumentation and chemical measurement systems for chemical manufacturing processes.Generated a Quality Measurement Assurance system for a film coating machine using traceable measurement standards to improve machine reliability.

Bs, Information Technology

Activities and Societies: Kodak (SOUP) - Special Opportunity Undergraduate Program Major-Database Management Minor-Economics

As, Engineering

Aas, Chemical Technology