Harry Charalambous
Frisco,TX
Summary
Dynamic Engineering Support Lead with a proven track record of enhancing operational workflows and service delivery. Skilled in team management and the successful execution of technical projects and the overall performance of the hardware engineering team. I implemented process improvements that significantly reduced response times and improved testing, quality control and customer support. Adept at mentoring and fostering a culture of continuous learning, I excel in both technical and interpersonal communication.
Overview
22
22
years of professional experience
Work History
Engineering Support Lead, Hardware Warehouse
Cencora
Frisco, TX
11.2024 - 05.2026
- Responsible for team leadership, training and development, including mentoring junior staff, motivating, guiding to support a fostering culture of continuous learning and development.
- Scheduled, directed and led cross-functional team training initiatives that enhanced team versatility across all products lines.
- Enhanced operational workflows to include; testing, quality control, system buildouts, delivery systems that improved service delivery.
- Served as escalation point for critical client issues, working closely with stakeholders to achieve resolution.
- Oversaw the flow and disbursement of approximately 150 incoming calls, emails per day from customers.
- Developed training programs to increase team efficiency and knowledge retention.
- Implemented process improvements that reduced response times for customer inquiries.
- Conducted and maintained training and recertification's.
- Provided performance feedback to management.
- Identified and recommended manpower adjustments, equipment and supply needs and process improvements.
- Diagnosed and troubleshot hardware, software and network issues.
- Implemented quality control measures that enhanced product reliability and reduced failure rates significantly.
- Spearheaded initiatives to adopt new technologies, driving enhancements in hardware development efficiency.
- Led design reviews, providing critical feedback to improve project outcomes and efficiency.
- Responsible for ordering, forecasting, inventory management, and warranty repair of vendor components.
Hardware Engineer Level II
Cencora
Frisco, TX
11.2016 - 11.2024
- Built, tested, and shipped robust hardware systems running on the Ubuntu Linux operating system, with strong end-user focus that provided performance, reliability and compliance with technological and governmental industry standards for animal and human health that included RFID (Radio Frequency Identification) technologies.
- Designed and tested hardware components to ensure compliance with specifications for both US and international entities.
- Worked closely with software engineers, project managers and other stake holders to interrogate hardware with software system's.
- Diagnose and resolve complex hardware issues reported by tier I or directly by end-users to include escalations to tier III.
- Used Salesforce to log, categorize, prioritize and provide timely updates on all assigned hardware incidents, requests and tasks.
- Aided in the development and optimization of Standard Operational Procedures, work Instructions, job aids, process flows and manuals to support internal and external customers.
- Conducted and investigated RMA (Return Material Authorization) returns through detailed testing and reporting procedures.
Care Center IT Operation Technician
Williams Sonoma
The Colony, TX
08.2013 - 05.2016
- Responsible for telecom, network and computer equipment operability and readiness within the customer care centers, including Work from Home technologies (WFH).
- Duties included levels I and II support utilizing ServiceNow, training and support maintenance for all systems.
Systems Administrator Level II
Cox College (affiliate of CoxHeath Systems)
Springfield, MO
01.2004 - 08.2013
- Managed system operations, ensuring optimal performance and availability of IT infrastructure.
- Implemented security protocols, safeguarding sensitive data and maintaining compliance with industry standards.
- Automated routine tasks, increasing efficiency in system monitoring and maintenance procedures.
- Provided technical support to 20 staff and 300 students (in-house and on-line).
Education
Bachelor of Science - Computer Sciences
Manchester Metropolitan University
Manchester, UKBTECH National Certification - Computer And Information Sciences
BTECH National Certification in Computer Studies
College Of Northwest London, London UKSkills
- Hardware Development, Analysis, and Testing
- Team leadership
- Escalation handling
- Feedback management
- Customer service
- Hardware troubleshooting
- Technical troubleshooting
- Effective escalation resolution
- Health and safety
- CPR certification holder
- Raymond forklift certification trainer
- Crown forklift certification trainer
Accomplishments
- Led and supervised a team of 4/6 staff members.
- Contributed significantly in the prototype, development, build and manufacturer of systems for both animal and human health accounts to include; hospitals, blood banks, emergency rooms, hospital pharmacies, pharmacies, stoke centers, and pharmaceutical manufacturers.
- Oversaw the installation and management of RFID (Radio Frequency Identification) systems, ensuring they met customer specifications, needs and approved design standards.
Timeline
Engineering Support Lead, Hardware Warehouse
Cencora
11.2024 - 05.2026
Hardware Engineer Level II
Cencora
11.2016 - 11.2024
Care Center IT Operation Technician
Williams Sonoma
08.2013 - 05.2016
Systems Administrator Level II
Cox College (affiliate of CoxHeath Systems)
01.2004 - 08.2013
Bachelor of Science - Computer Sciences
Manchester Metropolitan University
BTECH National Certification - Computer And Information Sciences
BTECH National Certification in Computer Studies