Technical Support Professional
COVER LETTER���������������� Home�� Resume� Education�� Letters of Recommendation
Steven T. Keene
3434 West Delmonte Drive #8� Anaheim, Ca�� 92804
Phone: (714) 952-1431� E-mail: [email protected]
�Dear Sir or Madame:
I have been working in an electronic manufacturing environment for 22 years in positions such as; Production test technician, Test department supervisor, Service & Repair tech., Technical writer, and Applications engineer.� My most recent position was working as a technical assistance representative with GYYR Closed Circuit Video Equipment.� I started GYYRs Technical assistance as a separate department, during which time GYYR enjoyed its best reputation for customer assistance ever.� I had many installers state that they talked their customers into buying our company�s products for the excellent customer service. I assisted installers of closed circuit video equipment via telephone on a daily basis with system design, installation, programming and troubleshooting of various audio & video devices. I also trained new hires on the companies products and in how to assist customers via telephone. In addition I created and maintained the help desk calls database in MS Access 97.
I have a full range of experience in the following technologies:
Microsoft Word;
Microsoft Access 97;
Corel Word Perfect;
Adobe Illustrator 8
Knowledge of various CAD programs;
Experienced in technical writing and illustration;
RS232, RS422, & RS485 data communications;
Closed circuit video equipment, Video switchers, Multiplexers, Distribution Amps;
Audio equipment as such used for recording studios and sound reenforcement;
Most common electronic test equipment, O-Scopes, DMMs, Frequency counters, etc.
ISO 9001 Quality ProceduresSalary Requirements: (Negotiable)
My resume is attached.� If you have any questions, please feel free to contact me at the above phone number or e-mail address,� (714) 952-1431.
Sincerely,
Steven Keene
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RESUME����������������������������������������� Home�� Letters of Recommendation�� Back to Top
Steven T. Keene
3434 West Del Monte Ave #8 Anaheim, CA 92804
PHONE: 714-952-1431 E-Mail: [email protected]OBJECTIVE
Obtain employment in the Call Center, Technical Support or Customer Support Department of electronic products. Customer service or Sales assistance may also be acceptable. I have supervisory experience as well.EMPLOYMENT
Technical Support, Applications Engineer. Years Employed 1979 - 2001
GYYR/Odetics Inc. 1515 South Manchester Ave. Anaheim, Ca� (714) 772-1000
Last Supervisor: Steve Kuntz1990 - 2001 While in the service department I implemented Technical Assistance as a separate department in order to relieve the call load on both service and sales personnel. I provided Technical assistance on Closed Circuit Video Equipment and computer based Card Access Control Products, both of which involved walking end users and installers though step by step troubleshooting via telephone. Designing systems which involved providing customers with block diagrams and equipment lists.� I wrote and published the companies technical service bulletins including computer drawing of mechanical and schematic diagrams. I also wrote frequently asked question lists for the company web page. I created, networked, and maintained the technical assistance calls database in Microsoft Access 97 from which, I generated reports that were used by engineering and marketing for product development and the tracking of hours for on call support. In addition to the duties previously mentioned I also trained new associates on products, customer etiquette and company policy.
1987� - Transferred back to the GYYR division service department. I performed component level repairs of audio and video security equipment which included over hauling and alignments on VCRs, tape transports and other types of electro mechanical devices. Took over maintaining and improving the service departments unit tracking database (PC File) and expanded its capabilities to total monthly billings and calculate avarage unit turn around time.
1985 - Transferred to the Omutec division and supervised production test of magnetic data recording heads.
I was in charge of 2 - 3 personnel in this area
1982 - Supervised approx 3-4� persons in a production test department of audio products used in court rooms.
1979 - Started as production test technician.
�Education
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EDUCATION
Psychology Year Attended 1978
AUHSD Adult Education� Anaheim, CaliforniaDigital Electronics Year Attended 1980
Fullerton Continuing Education Fullerton, CaliforniaElectronics - AC/DC Theory Years Attended 1980 - 81
Fullerton Community college Fullerton, CaliforniaAudio Engineering - Studio Technologies Year Attended 1982
Orange Coast College Costa Mesa, CaliforniaAudio Engineering� Year Attended 1983 - 84
Golden West College Huntington Beach, California
SKILLS
Familiarity with various CAD, Desktop publishing, and word processor programs. MS Word,� WordPerfect, and Adobe Illustrator 8.� Also familiar with MS Access 97. Ms-DOS, Windows 3.11,95, 98 & some NT.I have some network knowledge in regards to interfacing devices onto an existing Microsoft network involving the setting up of IP addresses, subnet mask & gateway.
Extensive knowledge in interfacing RS232, RS485, RS422 communications devices.
Basic knowledge of Web page editing and publishing Using MSWord or Netscape Composer.
10 Years experience in telephone based technical support/customer service.
Familiar with� common test equipment; VOM-Multi meters, Oscilloscopes, Frequency counters.
Letters of Recommendation
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Letters Of Recommendation������������������������������������������������������������ Home�� Back to Top
LETTER ONE:
To:� Whom it may concern
From:� Steve Wilber
Date:� January 25, 2001
RE:� Recommendation of Steve KeeneMr. Steve Keene worked for Gyyr March 1979 through January 2001.� His position was Senior Techical Support Specialist for the latter part of his tenure with us. In his position, Steve was responsible for Product Support on our entire CCTV product line for North America and Latin America. This included a diverse offering of Recording, Multicamera Display, Transmission, Network, and Digital video products.
Despite the heavy workload, Steve was able to effectively assist� customers in an efficient and professional manner. He dealt with customers located across two continents, and also provided assistance to our satellite office in the UK. Regardless of the country our customers were inquiring from, he was always able to interact well with a diverse group of people.
The Applications Group relied on Steve to assist in overflow inquiries concerning technical sales. His broad experience in CCTV, electronics and Gyyr products allowed him to be extremely effective in discussing virtually any CCTV subject. I know that Steve�s ability to assuage distraught customers convinced many to remain loyal with our brand. And I have no doubt that his participation increased� sales, and his assistance was greatly appreciated by the Sales Department.
Additionally, Steve helped create an extensive support database, which allows us to track product issues. He also authored many Technical Service Bulletins, to name a few of the many contributions he�s made while at Gyyr.
Having personally worked with him for over ten years, I can vouch for his integrity. Steve has always shown a strong sense of responsibility and was always enjoyable to work with. Based on these strengths I know he would be a desirable associate for any company. I would not hesitate to recommend Steve Keene in any endeavor he choses.
Regards,Steve Wilber
Applications Group Manager, Gyyr Inc.
Letter Two
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LETTER TWO
To:� Whom it may concern
From:� Harvey Taylor, Worldwide Service Manager, Gyyr Inc.
Date:� February 9, 2001
RE:� Recommendation of Steve KeeneSteve was working in Gyyr Service Group in 1991 as a repair technician when a need was recognized to establish a separate technical support section� to handle the large volume of daily faxes and calls for technical and applications help needed to be handled quickly and efficiently.� Steve was the only one out of four staff willing to volunteer to take on the task.�� As time progressed, I realized Steve was the correct person for the position. In effect, Steve became the pioneer of the technical / applications support section which has grown today into a vital strategic part of Gyyr.� Over the years Steve demonstrated patience and an ability to handle the daily pressures required of that position. I have learned to respect and admire Steve�s special skills in this area.
In addition Steve was the Techncial Service Bulletins (TSBs) writer.�� TSBs are primarily technical tips distributed to servicing agents in the field and provide a variety of technical information for updating and maintaining product.�� Steve was responsible for generating over 100 TSBs.� Steve would prepare the initial copy including any necessary graphics for editing and then submit for final approval.�� Steve performed this task competently.
I wish him success in the next chapter in his business career wherever it leads.
�Harvey Taylor
Worldwide Service Manager
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