QUINCEY S. CRAIG Quincey Craig
Devry Institute of
Technology, Atlanta, GA 1986
Major: Bachelor of Science in Electronic Engineering Technology
Aircraft Two-Way Radio Repair, USAF Keesler Training
Computer Service Certification Training From Compaq Computer Corporation.
Special study on switch mode power supplies, Princeton Graphic
Computer Service Training from IBM
Computer based Netware training from Novell Corporation.
Windows 95, Win NT, PC computer and printer service
OJT,Customer Service training. from
Digital Equipment Corporation.
SCO UNIX Open
Server 5 ACE Certification training From TR Group, Inc, (now
called Bolinger Technology).
Tru64 UNIX operating
system support training, UNIX University Compaq Computer Corporation.
United States Air Force,
Honorable discharge June 1979.
Avionics Communications Specialist; Responsible for calibration,
troubleshooting and repairing aircraft communication systems (
Ultra high, very high and high frequency transceivers, automated
direction finder, intercom, antennas and associated wiring). I
held a secret level security clearance during my enlistment.
- 15+ years of experience engaged in supporting
communication electronics, computers, and software.
- Proficient in the follow operating systems: DOS, Windows
all upto XP and NT Clusters, Netware 3.11 - 4.1, SCO Openserver 5
UNIX, Tru64 UNIX, Tru Clusters and related hardware, LiNUX, VMWare.
- Proficient with most types of RAID technologies including, Fibre SAN.
- Capable of creating application using; Pascal, Borland C++,
Paradox for Windows, MS C, Basic, Assembly and Dbase III
& IV, HTML.
- Successfully worked in hardware engineering environments.
- Excellent Automated Data Processing skills.
- Effective user of XWindows under Open VMS and UNIX
- Effectively assisted in customer service and customer
- Proficient repairing the following printers; Brother,
Toshiba, NEC, Epson, Digital and laser printers with
Cannon engines, Lexmark Lasers
- Communicate effectively orally and in writing
- Able to efficiently repair Intel based PC and clones
- Capable of operating the following software packages; MS(Windows,
Back Office, Works), WordPerfect, Lotus and clones, Aldus
Page Maker, Symantec-ACT!,Telnet clients, html editors,
and many, many others.
Hewlett Packard Company
Business Critical Enterprise Software Support
2002 - 2006 HP (Alpharetta, GA),
Offsite Engineer III, Customer Service
1999 - 2002 Compaq Computer Corporation (Alpharetta, GA),
Software Specialist III
Worked as a Post-Sales Technical Customer Support Engineer/Specialist in a high
volume support center receiving calls from Customers, Engineers, Database
Administrators, End Users and Authorized Service Providers. Duties also
included delivering remote technical support to Mission Critical and Enterprise
Recognized revenue generation opportunities
by identifying consultant services, expired contracts and software/hardware
Assisted and trained customer on the
reinstall and upgrade of Tru64 UNIX operating system to recover customer’s
Analyzed and corrected system crashes, I/0
errors, system boot failures, disk failures, file system corruption, memory
management, security, and password problems in a timely matter to ensure
total customer satisfaction.
Performed in-depth Crash / Panic analysis
and prepared cases for escalation to kernel software engineering which
included failure recovery of RAID/SAN hardware and software
Published technical knowledge solutions
articles which provided quick case resolution in support of customer
Maintained all employee metrics, including
direct calls, phone availability, resolved calls, assist time, calls pulled
from the queue and quality solutions which contributed to team success.
Illustrated a 90% “Customer Satisfied” hit
rate from customer satisfaction interviews.
Received E-awards and WOW certificates for
demonstrating extraordinary contributions and dedication to the core values
of the call center.
customer on-site UNIX cluster upgrade during a significant external event,
which created a priority to secure the data center. Assess and assured
senior management that the system would be shutdown safely and ready for a
speedy return to normal business operations for the cluster after the
crisis. Successfully completed operational test and secured system to the
expectations of the customer. International banking institution located
in close proximity to the World Trade Center, 9/11/2001
1998 - 1999 Compaq Computer Corporation Technical Support Engineer 2
1997 - 1998 Digital Equipment Corporation, Alpharetta, GA.
PC Server Support:
Provide business critical contract customers with expert knowledge on enterprise
Intel based server with bundled operating system solution; SCO Open Server 5
UNIX Product Focal. Duties included remote technical support on the Intel based
Performed remote diagnostics, hardware
configuration, operating system installation and troubleshooting on bundled
packages Novell, SCO, Microsoft
Established a program for scheduled skills
upgrade training for staff on emerging technologies which enabled HP to
increase customer confidence in their product support processes
Digital Equipment Corporation, Alpharetta, GA PC Desktop Support:
Digital's PC Business Unit was charged with warranty support for industry
standard Personal Computer products manufactured by Digital and all bundled
Provided accurate data to management and
manufacturing which gave indications of profits margins needed to make low
margin products feasible
Provided field service with accurate parts
call outs that reduced the total time to repair
Performed hardware fault isolation that
included printers, desktops and monitors which reduced the total time of the
Recognized as the Subject Matter Expert on
bundled software support for operating system installation, driver
installation, printer configuration, which reduced the amount of onsite
service calls for remote solvable problem
Selected to be the single point of contact
for both hardware support and warranty related service failures
Sunbelt Computers, Inc.
Marietta, GA 1991 - 1995
Service & Development Technologist
Recruited to create and manage a technical department in a startup computer
products sales company. Duties included managing the work load & scheduling of 8
technicians to provide customers customized computer products, provide direction
for inventory testing and maintenance, develop applications and provide training
to sales staff and customers on their use and provide on-site customer service.
Designed and installed Ethernet and Token
Ring Novell networks with MS windows clients utilizing computer products
sold by our sales team
Participated in pre-sales meetings as a
technical consultant providing details of company capabilities and managing
Customized business applications to manage
sales information and increase productivity
Evaluated emerging technologies as to their
suitability for inclusion as product offerings
Management Systems Applications, Inc., Atlanta, GA.1991
Micro Computer Specialist III
[primary contractor for computer support
for the Centers for Disease Control]: . Responsibilities included managing high
volume service calls on Novell network components, Providing
quality status reports, Development and implementation of
training projects, Deliveries, Telephone support and Product
evaluations, Performing quality assurance checks, Providing
assistance to all staff members.
World Wide Technologies/Princeton Graphics.,Roswell, GA.1990
Responsibilities included assisting design engineers in
troubleshooting test procedures and design irregularities on
video and computer monitors, development stage testing, bread
boarding, pre-FCC and UL testing. Maintenance of in-house
computer equipment and software, Maintenance on lab equipment and
PC Mart Inc., (Out Of Business) Atlanta, GA. 1988 -- 1990
Senior Systems Technologist
trouble shooting and repair on personal computers and peripherals
(depot level and field service), for the Sales Team, retail and
corporate customers. Assisted in the sales of service contracts
and parts. Accurately kept track of inventory, service department
equipment and parts.
Electronic, Inc., Marietta, GA. 1986 -- 1988
Intrac project/Field Managing Engineer.
Responsibilities included maintaining Motorola's Intrac 2000
event reporting system (North Georgia), directing installations,
assisted customers in creating their system database, installed
the Centracom II communications center, maintained test equipment,
repaired consumer/government two-way communications equipment and
provided on call service.
1982 -- 1986 Work study and temporary positions related to the
Current as of Nov 2006