Summary
Overview
Work History
Education
Skills
Built Computers and Added Software
Very divers in Microsoft software i.e., Microsoft Word, Excel, Power Point and many others.
Timeline
Generic

Greg Ridge

ESCONDIDO,CA

Summary

Accomplished Sr. Support Engineer at Palomar Technologies, Inc., adept in hardware diagnostics and fostering team growth, significantly enhanced customer satisfaction by streamlining support processes. Leveraged troubleshooting skills and technical support expertise to mentor junior engineers, achieving a notable increase in first-call resolution rates.

Overview

46
46
years of professional experience

Work History

Sr. Support Engineer

Palomar Technologies, Inc.
03.1996 - 09.2024
  • Managed multiple high-priority projects simultaneously within customer service, maintaining focus on quality and deadlines.
  • Contributed to business development initiatives by identifying opportunities for upselling or cross-selling products based on clients'' needs.
  • Led training sessions for external customers and internal staff members, boosting their technical knowledge and skills in key areas of expertise on the equipment types sold.
  • Increased first-call resolution rates by providing clear communication on technical concepts to non-technical users.
  • Streamlined support processes, increasing efficiency and reducing response time for client issues.
  • Enhanced system performance by troubleshooting complex software and hardware issues.
  • Resolved critical technical problems for clients, improving overall customer satisfaction.
  • Reduced ticket escalations by implementing knowledge base articles that addressed common client concerns.
  • Conducted remote diagnostics and provided timely resolutions to client''s technical issues.
  • Developed comprehensive documentation for technical procedures, ensuring consistency and accuracy in problem resolution.
  • Upgraded operating systems and computer software to perform compatibility with programs.
  • Mentored junior support engineers, fostering a positive learning environment and promoting professional growth.

Sr. Process Engineer

Apta Technologies
03.1990 - 03.1996
  • Created brand new, innovative production processes for cutting-edge [Type] products.
  • Developed strong relationships with suppliers/vendors by negotiating favorable contracts that ensured access to high-quality materials at competitive prices.
  • Provided expert troubleshooting support during critical plant issues, quickly resolving incidents while minimizing production losses.
  • Assisted in the preparation of technical reports documenting project progress, findings, recommendations, and lessons learned for future reference.
  • Developed simulation models to analyze process performance, enabling better decision making for operational adjustments.
  • Improved product quality by conducting root cause analysis on process deviations and implementing corrective actions.
  • Reduced downtime for maintenance activities by developing and implementing preventive maintenance plans.
  • Managed capital projects from concept to commissioning, ensuring timely completion within budget constraints.
  • Increased product yield by implementing improved processes.
  • Spearheaded technology transfer activities, ensuring smooth production scale-up from pilot plant to full-scale manufacturing operations.

Manufacturing Process Engineer

General Dynamics
03.1979 - 03.1980
  • Improved equipment reliability through preventive maintenance programs and operator training initiatives.
  • Contributed to cost savings initiatives by identifying opportunities for material substitution, process improvements, or equipment optimization.
  • Coordinated Kaizen events that involved multi-disciplinary teams working together towards achieving common goals, fostering cross-functional collaboration within the organization.
  • Mentored junior engineers in best practices for process engineering methods and tools, contributing to overall team effectiveness and skills development opportunities within the organization.

Education

No Degree - Mechanical Drafting Technology

Mt. San Antonio College
1100 N Grand Ave, Walnut, CA 91789

Business Administration And Management

Cal Poly Pomona
60 Kellogg Dr, Pomona, CA 91768
09.1985

No Degree - Car Shop, Electronics

Chino High School
Chino, CA
06.1972

Skills

  • Customer Support
  • Security Protocols
  • Application support
  • Hardware diagnostics
  • Troubleshooting skills
  • Hardware troubleshooting
  • Quality Assurance
  • Application installations
  • Programming
  • Technical Support

Built Computers and Added Software

Computers were built from scratch or repaired computer hardware and loaded software packages

Very divers in Microsoft software i.e., Microsoft Word, Excel, Power Point and many others.

1. Wrote many process documents for equipment.


2. Created Excel spread sheets to track cost and wrote, tracked results of scheduling for Field Service Engineers.

Timeline

Sr. Support Engineer

Palomar Technologies, Inc.
03.1996 - 09.2024

Sr. Process Engineer

Apta Technologies
03.1990 - 03.1996

Manufacturing Process Engineer

General Dynamics
03.1979 - 03.1980

No Degree - Mechanical Drafting Technology

Mt. San Antonio College

Business Administration And Management

Cal Poly Pomona

No Degree - Car Shop, Electronics

Chino High School

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Greg Ridge