Robert Hays
Salem
Summary
Dynamic Customer Service Engineer II at Siemens Healthineers with expertise in technical support and network troubleshooting. Proven track record in enhancing customer satisfaction through effective problem-solving and service coordination. Adept at evaluating software and hardware solutions, ensuring optimal performance and reliability in high-pressure environments.
Overview
7
7
years of professional experience
Work History
Customer Service Engineer II
Siemens Healthineers
Roanoke
04.2022 - Current
- Interacted with customers through phone, email, online chat, and other communication channels.
- Maintained positive working relationship with fellow staff and management.
- Maintained records of data communication transactions, problems, and remedial actions or installation activities.
- Handled escalated customer inquiries in a professional manner.
- Conducted research into customer satisfaction levels through surveys and feedback forms.
- Evaluated software or hardware to recommend improvements or upgrades.
- Provided technical support and troubleshooting assistance to customers with hardware, software, and networking issues.
- Performed system maintenance activities such as installing upgrades and patches.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Managed inventory and supplies to ensure materials were available when needed.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
- Identified needs of customers promptly and efficiently.
- Responsible for installing, troubleshooting, repairing and performing preventative maintenance on all Siemens Healthcare Diagnostics instrumentation at customer sites with minimal supervision.
IT Technical Support Specialist
StratasCorp
Virginia Beach
04.2021 - 03.2022
- Troubleshot networking issues including LAN and WAN connectivity and slow performance issues.
- Analyzed user requirements and implemented solutions that met their needs while adhering to established policies and procedures.
- Referred major hardware or software problems or defective products to vendors or technicians for service.
- Assisted customers with various types of technical issues via email, live chat, and telephone.
- Answered user inquiries to resolve computer software or hardware operation problems.
IT Technical Support Specialist
Showa America
Menlo
01.2018 - 04.2021
- Developed and delivered training sessions to customers on how to use products more effectively.
- Troubleshot networking issues including LAN and WAN connectivity and slow performance issues.
- Analyzed user requirements and implemented solutions that met their needs while adhering to established policies and procedures.
- Referred major hardware or software problems or defective products to vendors or technicians for service.
Education
High School Diploma -
Trion High School
Trion, GA05-2003
Skills
- Technical support
- System maintenance
- Network troubleshooting
- Customer relationship management
- Data analysis
- Software evaluation
- Hardware troubleshooting
- Inventory management
- Time management
- Customer feedback analysis
- Escalation handling
- Service coordination
- Problem solving
Timeline
Customer Service Engineer II
Siemens Healthineers
04.2022 - Current
IT Technical Support Specialist
StratasCorp
04.2021 - 03.2022
IT Technical Support Specialist
Showa America
01.2018 - 04.2021
High School Diploma -
Trion High School
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