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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 Center.
Motorola Communications Equipment Service.
Computer Service Certification Training From Compaq Computer Corporation.
Special study on switch mode power supplies, Princeton Graphic Systems.
Computer Service Training from IBM Corporation.
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 support
  • 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 Alpharetta, GA 1995 –2006
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 accounts.

  • Recognized revenue generation opportunities by identifying consultant services, expired contracts and software/hardware upgrades.  
  • Assisted and trained customer on the reinstall and upgrade of Tru64 UNIX operating system to recover customer’s databases.
  • 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 satisfaction.
  • 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.
  • Performed a 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 server products.

  • 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

1995 -1996 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 software. 

  • 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 repair cycle
  • 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 customer expectations
  • 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 - 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 -- 1991
Associate Engineer
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 Prototypes.

PC Mart Inc., (Out Of Business) Atlanta, GA. 1988 -- 1990
Senior Systems Technologist
Responsibilities included 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.

Diversified Electronic, Inc., Marietta, GA. 1986 -- 1988
Special Project Technologist
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 electronics field.

Current as of Nov 2006

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