Eduardo Madrigal

Results-driven Senior Service Engineer and Technical Operations Specialist with experience supporting industrial instrumentation, technical operations, inventory management, quality assurance, firmware deployment, employee training, and customer support across North America, Latin America, and the Caribbean. Proven ability to troubleshoot complex hardware and electronic systems, lead technical initiatives, improve operational workflows, and provide advanced Tier 2 support.

Senior Service Engineer | Technical Operations Specialist at ECOM AMERICA LTD (2024-12 – Present)

• Process approximately 100–200 service activities per month, including repairs, calibrations, RMAs, firmware upgrades, preventive maintenance services, and technical inspections.
• Provide advanced Tier 2 technical support for hardware, firmware, sensor, calibration, electronic, and operational issues.
• Configure, customize, update, and deploy firmware on approximately 100–200 units per month.
• Prepare approximately 50–60 new units per month for customer delivery.
• Conduct final quality inspections on approximately 15 units per week.
• Train employees on analyzer operation, work order management, ERP workflows, and repair procedures.
• Utilize ABAS ERP and Fishbowl Inventory Management systems.
• Manage inventory assets exceeding $200,000 and approximately 200 active part numbers.
• Improved service workflows reducing repair time by approximately 15 minutes per unit.

IT Help Desk Technician at XEROX (Agility Recovery) (2022-01 – 2023-12)

• Tier 1 and Tier 2 technical support utilizing ServiceNow.
• Resolved hardware, software, account access, operating system, and networking issues.

Aluminium Installer at COTTRELL, INC. (2021-01 – 2024-12)

• Install aluminium sheets on new carhaulers trailers.

IT Assistant (Contract) at COTTRELL, INC. (2021-01 – 2022-12)

• Workstation deployment, imaging, hardware setup, and basic network support.

IT Support Specialist at JAMZ CONSTRUCTION (2018-01 – 2021-12)

• Server installation, workstation deployment, network support, and technical documentation.

Bachelor's Degree in Information and Communication Technologies – Universidad Tecnológica de Nayarit (2021-01)