Daniel Roa4000 Penn Mar Ave. El Monte, CA 91732Telephone: (626) 482-1519Email: danieldroa1977@gmail.com

Professional ProfileA highly experienced Field Service Engineer with a commitment to providing a standard of service which consistently exceeds customer expectations. Adopts a logical and analytical approach to solving the most complex issues, upgrading and modifying systems where possible to improve efficiency and functionality. Possesses comprehensive technical abilities, utilizing a range of IT skills in diagnosing extensive faults, prioritizing and organizing workloads in order to consistently meet deadlines and achieve customer requirements. Builds confidence levels in products with the provision of excellent standards of customer service and effective training. A strong and supportive team player and leader capable of maintaining high levels of performance and motivation even in situations of intense pressure.

Areas of Expertise Troubleshooting medical systems Diagnosing complex instrumentation faults IT hardware and software Regulatory compliance – FDA standards Deadline management

Prioritizing workloads Customer relationship management Customer satisfaction / confidence Inventory optimization Accurate documentation management

Career Summary2014 – Present Field Service Engineer

BD Life Sciences / Western RegionKey Achievements Successfully completing the digital conversion upgrade project for Kaiser Permanente cancer screening

division Receiving a nomination for “Rookie of the Year” for the west region of Engineers Effectively identifying issues with for cancer screening, DNA and blood analysis diagnostic instrumentation,

reviewing requirements and implementing repairs Diagnosing complex issues with instrumentation, particularly following failures, resolving all critical field

escalations in accordance with company procedures Facilitating improvements to sales levels with the provision of support and training for customers, building

effective working relationships and confidence in productsResponsibilities Completing installations and configurations on complex equipment, ensuring the maintenance of relevant

inventory at optimum levels Accurately maintaining documentation in accordance with FDA standards and industry best practices Providing updates and information to quality and R&D teams regarding instrument performance issues as

appropriate

2002-2012 Field Service Engineer IIEastman Kodak Company, Rochester NY

Key Achievements Successfully achieved top 3% in parts costs and call costs compared to the contract standard of 15% Played a key role in the successful completion of the Kodak analog to digital conversion project to facilitate

increased sales of Kodak digital imaging conversion systems Worked in close conjunction with the technical support team to identify and implement system upgrades and

modifications in accordance with customer requirements Personally maintained an above average up time of 11% compared to the contract terms of 16% Gained two promotions during this period of employment in recognition of outstanding performance and

customer service provision Frequently given responsibility for supervising other members of the team in all areas of call routing and

logistics

Career Summary Continued…Responsibilities Provided technical service and support to customers of electro-mechanical photo imaging equipment within

the region whilst also traveling to other areas in the company to assist as required Utilized diagnostic test equipment, technical schematics and diagrams to successfully resolve technical issues Trained and educated customers in operating various systems and on the resolution of issues using reference

manuals Managed parts inventory and financial expenses in accordance with the quarterly budget and completed all

necessary administrative paperwork which enabled accurate financial billing Maintained and updated health and safety logs in accordance with OSHA and Kodak health & safety and

hazardous waste guidelines

2000-2002 Field Service EngineerCelco Pacific Division, Rancho Cucamonga, CA

Key Achievements Contributed to the achievement of long term business, optimized production levels and sustained overall

company growth through participation in technical support operations Successfully met productivity guidelines for system functional test analysis, client specifications and

applicationsResponsibilities Played a pivotal role in supporting the digital film recording system on behalf of global customers in the

motion picture industry, including Pixar, Lucas Ranch and Sony Worked closely with customers at senior management / business owner level and liaised with other

departments regarding customers’ changing needs Advised on installation and maintenance procedures and simultaneously provided comprehensive technical

support Analyzed internal components and electronic and mechanical devices which corrected faults in accordance

with schematics and diagrams

1998-1999 Field Service Technician IIGtech Corporation, Santa Fe Springs, CA

Key Achievements Actively involved in enhancing system electronic devices which resulted in improved reliability and maximum

efficiency Contributed to the successful implementation of standardized provisions for terminal installation and client

educationResponsibilities Installed, serviced and repaired various types of lottery terminals in the gaming industry Investigated and swiftly resolved communication issues with phone lines and in-house network and surveyed

sites for installation requirements

Education and QualificationsBachelor of Science Electronics Engineering Technology (1999)

ITT Technical Institute, West Covina CAAssociate of Science Electronics Engineering Technology (1998)

ITT Technical Institute, West Covina CA

Key I.T. Skills Windows, Word, Excel, PowerPoint, Scan Plus, Linux, DOS, Lotus Notes, HTML and Photoshop