QUINCEY S. CRAIG Quincey Craig
Email: Resume@quincey.com
EDUCATION:
Devry Institute of
Technology, Atlanta, GA 1986
Major: Bachelor of Science in Electronic Engineering Technology
RELATED TRAINING:
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.
MILITARY:
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.
SKILLS/ACHIEVEMENTS:
- 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.
WORK EXPERIENCE:
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
