Technical Support Engineer (TSE) at INNOVATIVE PRODUCT ACHIEVEMENTS (IPA) (2021-12 – Present)
- Escalation Management: Orchestrate high-priority escalations by triaging, troubleshooting, and resolving critical issues while providing transparent communication to stakeholders.
- Complex Diagnostics: Execute remote diagnostics on electromechanical and PLC-controlled systems, utilizing Raspberry Pi data capture and schematic analysis to pinpoint failures.
- Customer Representation: Serve as the technical voice to customers and field partners, providing timely updates, managing expectations, and maintaining trust in high-pressure situations.
- Cross-Functional Collaboration: Partner with Engineering, Field Services, and Quality teams to replicate field issues, escalate software/hardware bugs, and recommend design and reliability improvements.
- Field & Onsite Support: Travel onsite as needed to support critical customer situations, guiding field technicians through systematic troubleshooting, electrical testing, and rapid issue resolution.
- Knowledge Management: Document root cause analyses, action paths, and technical knowledgebase articles in Salesforce and Jira to prevent recurring issues and optimize support workflows.
- Mentorship & Projects: Mentor frontline support teams, contribute to diagnostic tools and training content, and lead strategic customer-facing initiatives during non-escalation periods.
- AI Workflow Innovation: Collaborated with the Neuron 7 Team to develop AI-driven troubleshooting workflows and standardized decision trees, streamlining issue resolution and cross-functional synergy.
Senior Computer Technician at Scientific Games (2021-07 – 2021-12)
Delivered high-level technical expertise for lottery terminal ecosystems, retail peripheral hardware, and foundational backend network infrastructure. Core functions and key responsibilities included:
- Systems Deployment: Managed the installation, configuration, and long-term upkeep of computer systems, lottery terminals, and specialized network-enabled peripherals.
- Advanced Diagnostics: Conducted root cause analysis to resolve complex hardware failures, software bugs, and connectivity disruptions across the production line.
- Operational Continuity: Executed preventive maintenance schedules and rapid component replacements to mitigate system downtime and ensure peak performance.
Technical Service Specialist at AEROTEK / ECOLAB (2021-04 – 2021-07)
- Designed, updated, and reviewed surgical product labeling and Instructions for Use (IFUs) to ensure strict adherence to ISO and FDA regulatory standards.
- Managed medical device labeling databases using BarTender (10.1 & 2016) and Adobe Illustrator, maintaining data integrity for compliance audits.
- Developed packaging labels, medical symbols, and language translations using Adobe Creative Suite (InDesign, Illustrator) while managing vendor deliverables.
Client Technical Support Specialist at PRIMERO GAMES (2020-12 – 2021-04)
- Delivered Tier 2/3 technical support for skill-based gaming systems, resolving complex software and connectivity issues for diverse client environments.
- Installed, configured, and activated game software on PCB boards, SAMs, and CATs using BarTender 2020 and Global 6 software.
- Performed physical, functional, and quality-control testing on bill validators and Windows 10-based gaming hardware prior to customer deployment.
- Guided clients and field staff through configuration menus, system settings, and diagnostic procedures.
