Gregory Shaw
Gwynn Oak ,MD
Summary
Dynamic Processing Technician with a proven track record at Frito-Lay, skilled in optimizing production efficiency and ensuring quality compliance. Adept at troubleshooting equipment and fostering team collaboration. Strong critical thinking and machine setup abilities enhance operational success while maintaining high customer satisfaction standards.
Overview
20
20
years of professional experience
Work History
Processing Technician
Frito-Lay
Aberdeen, MD
11.2022 - Current
- Operated production machinery to ensure efficient processing of snack products.
- Monitored quality control standards, maintaining product consistency and safety compliance.
- Assisted in troubleshooting equipment malfunctions, minimizing downtime during production runs.
- Collaborated with team members to optimize workflow and enhance operational efficiency.
- Conducted routine inspections of raw materials and finished goods for quality assurance.
- Implemented standard operating procedures to improve processing accuracy and reduce waste.
- Provided technical support during new product introductions, facilitating smooth integration into existing processes.
Help Desk Analyst
Comcast
Nottingham, MD
02.2016 - 12.2020
- Provided technical support for troubleshooting hardware and software issues across various platforms.
- Assisted customers with account inquiries and service-related questions through multiple communication channels.
- Documented and categorized support tickets to ensure efficient tracking and resolution of issues.
- Collaborated with cross-functional teams to enhance service delivery and customer satisfaction.
- Implemented knowledge base articles to facilitate self-service options for clients and reduce ticket volume.
- Monitored system performance, identifying areas for improvement to optimize user experience and efficiency.
Processing Technician
Dryers
Laurel MD
05.2009 - 2017
- Trained new staff on equipment operation and safety protocols, fostering a safe work environment.
- Oversaw the training and development of new processing technicians, contributing to the creation of a skilled and cohesive workforce capable of meeting organizational objectives.
- Assisted in troubleshooting equipment malfunctions, minimizing downtime and maintaining productivity.
- Enhanced production efficiency by optimizing processing equipment settings and workflow.
- Offered guidance on best practices for cleaning and maintaining equipment, prolonging their useful life span while mitigating risks associated with wearandtear.
- Responded to customer inquiries and requests related to insurance products and membership.
Customer Service Representative
Verizon
Columbia MD
03.2006 - 06.2014
- Assisted customers with inquiries, ensuring timely and accurate responses to enhance satisfaction.
- Resolved billing issues by collaborating with internal teams to provide effective solutions.
- Utilized CRM software to track customer interactions and maintain detailed records of service requests.
- Adapted communication style to meet diverse customer needs, fostering positive relationships.
- Trained new team members on customer service protocols and system navigation for seamless onboarding.
Education
Associate of Science - Information And Computer Systems
ITT Technical Institute
Owings Mills, MD06.2013
High School Diploma - Management Information Systems
Milford Mill Academy
3800 Washington Ave 05.2004
Skills
- Critical thinking
- Data entry
- Customer relations
- Relationship building
- Call center experience
- Computer proficiency
- Microsoft Excel
- Customer satisfaction measurement
- Hazardous materials handling
- Production scheduling
- Lockout and tagout procedures
- Machine setup
Timeline
Processing Technician
Frito-Lay
11.2022 - Current
Help Desk Analyst
Comcast
02.2016 - 12.2020
Processing Technician
Dryers
05.2009 - 2017
Customer Service Representative
Verizon
03.2006 - 06.2014
Associate of Science - Information And Computer Systems
ITT Technical Institute
High School Diploma - Management Information Systems
Milford Mill Academy