Joshua Shaler

Provide field technical support to U.S Army, U.S Air Forces Enterprise Land Mobile Radio networks covering but not limited to the following countries: Germany, Belgium, United Kingdom, Italy, Kuwait, Afghanistan, Jordan, Turkey, Qatar, Saudi Arabia, Bahrain, UAE and Africa

• Maintain and repair Army and Air force owned Astro 25 Trunking Systems across the Middle East and Europe
• Travel Quarterly to all site locations to conduct system maintenance and ongoing telephone and email technical support
• Provide configuration management, version control, and system documentation for AFCENT customers across established Area Of Responsibility
• Working across Motorola Solutions organizations to proactively solve customer problems on a daily basis for AFCENT customers
• Installed new equipment and explained operation and routine maintenance protocols to customers.
• Delivered exceptional customer support by resolving technical issues promptly and effectively, leading to increased client satisfaction and retention.
• Lead effective/productive technical meetings
• Excellent technical writing skills, allowing for easy understanding of the daily activities, outstanding actions, and issue resolution
• Daily reports are submitted to standard report repository accessible by all Federal Service Europe members
• Strong planning & organizational skills, with sound judgment and decision making abilities for continued maintenance of multiple ELMR systems
• Troubleshooting, system repair, quality assurance and customer training on Motorola Astro 25 Land Mobile Radio products, including trunked, simulcast, and conventional systems
• Minimized operational costs through efficient inventory management of spare parts and tools needed for field service activities.
• Improved equipment uptime by conducting regular preventive maintenance and timely repairs.
• Required knowledge of all Motorola CPS and programming utilities
• Windows, Linux, and UNIX based operating systems and proficiency in Microsoft Office suite
• Field optimization and maintenance of Astro 25 IV&D Trunking Systems including RF and networking products using the latest technology service analyzers & tools
• Working knowledge of a Key Management Facility (KMF) and other data functionality of an IV&D system including; Text Messaging, MUPS, OTEK & OTAP
• Help provide on the ground guidance on high visible projects across multiple countries and time zones
• Reviewed aspects of job upon completion to alleviate equipment failure and prevent callbacks.
• Provide guidance and support for deployment of projects
• Working knowledge of Network Management functionality, PRNM Suite, Provisioning Manager (PM), Radio Control Manager (RCM), MCC7500 Dispatch Console, Voyence (UNC) and Unified Event Manager (UEM)
• Ensure that sensitive matters and materials are properly handled to include consideration of corporate ethical standards and all applicable international legal & cultural requirements and values
• Participate in Motorola University online training to insure that all Motorola Solutions employee courses applicable to this position are completed
• Coordinate with various U.S Federal Government Markets Division (USFGMD) and Motorola Solutions Corporate offices as necessary to effectively support the AFCENT customer
• Work closely with the Service Manager, CSM, sales, and SI PM to ensure delivery of SI and service project tasks
• Communicate with SSC and NMO support groups to ensure proper issue resolution
• Support the Service Manager (SM) on occasions where the FST pool temporarily short-handed due to vacations, training, etc
• Direct interface with AFCENT leadership and end users and takes operational decisions within general guidelines & processes
• Authority to enact technical resolutions for assigned customers
• Collaborated with cross-functional teams to ensure seamless integration of new equipment installations.
• Provided telephone support to customers by determining cause of issue and explaining most effective solution.
• Reduced downtime for critical systems through proactive maintenance and timely troubleshooting.
• Responded quickly to emergency maintenance requests for timely on-call support.
• Increased customer satisfaction by providing prompt and efficient on-site support for technical issues.

• Maintain and monitor systems in support of NATO and US military operations
• Splice broken fiber optic using Fiber Splicing
• Keep up with training and certs
• Relay information to Military Officials (Typically O3 and above)
• Lead a team of 3-5 through their daily task and assignments, help delegate work by priority and company needs
• Collaborated with other Site Leads to share best practices and improve overall company performance.
• Maintained detailed records of installations, facilitating efficient future maintenance or upgrades.
• Work and often lead the team to ensure the contract is met in full for Force Protection
• Collaborated with team members on large-scale projects, ensuring timely completion and satisfied customers.
• Help test and check systems and operating system equipment
• Optimized customer experience by delivering superior services and effectively troubleshooting issues.
• Repair and build equipment
• Resolved issues among team members to keep employees on task.
• Shift on tunnel detection and camera system
• Generated reports detailing findings and recommendations.
• Maintain clearance for both NATO and Secret
• Help setup and maintain IT Network for R2TD/Black Wolf Camera system
• Help maintain generator maintenance and repairs
• Enhanced surveillance capabilities for clients with expert camera placement and configuration.
• Trained new team members on site policies and procedures.
• Guided employees and contractors in task completion, offering assistance to meet tight deadlines.
• Report and request any repairs outside of the jurisdiction
• Using both Linux and Windows systems to help make, calibrate, or repair systems
• Work from the operation center and report any activity to Force Protection in support of base operations
• Work closely with country lead and project managers to ensure all contract obligations and needs are met, and customers needs are satisfied
• Proactively identified potential challenges or roadblocks in customer interactions, implementing preemptive strategies to minimize negative outcomes.
• Managed inventory efficiently, ensuring all necessary tools and equipment were readily available for jobs.
• Conducted post-installation follow-ups to ensure complete customer satisfaction.

• Manage customer relationships, listen and interact to understand customers' needs, create sensible solutions
• Install, maintain, and repair any and all company and customer security equipment such as IP cameras, smoke alarms, glass breaks, contacts, etc
• Set up private security network per customer request
• Repair and connection cameras to customer network and train customer in the use of it
• Travel to business and personal customer locations to service equipment and provide customer support
• Maintain company truck, order inventory, manage and maintain equipment
• Use meters to check for faults, volt, amp, and resistance
• Led troubleshooting efforts for urgent issues requiring immediate resolution while maintaining clear communication lines with affected parties.
• Test customer and company system thru self-checks, systems check, and IT checks
• Enhanced team productivity, conducting thorough training sessions for new technicians.
• Conducted regular audits on tools and equipment usage, optimizing resource allocation.
• Provided exceptional customer service by clearly communicating timelines, expectations, and results throughout the entire service process.
• Troubleshot complex technical issues effectively using comprehensive analytical skills.
• Maintained detailed records of all service activities, facilitating easy tracking of work history and warranty information for clients.
• Served as the primary point of contact for clients during project implementation phase, fostering trust and loyalty.
• Developed strong relationships with clients due to consistent reliability, professionalism, and attention to detail during all interactions.
• Improved customer satisfaction by promptly addressing and resolving field service issues.
• Managed a team of technicians responsible for servicing a diverse range of industrial equipment across multiple client sites.
• Diagnosed and troubleshot problems, repairing, and restoring machines to peak performance.
• Installed new equipment and explained operation and routine maintenance protocols to customers.
• Explained diagnostic findings to customers and outlined repair or service options.
• Responded to problems reported by customers by troubleshooting and resolving hardware and software issues.
• Responded to customer inquiries quickly and professionally to increase satisfaction.
• Maintained accurate records of service calls and customer interactions for training and accountability purposes.
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• Install, set up, maintain, and repair communication equipment (PRC-117, PRC-152, etc.)
• Using Harris and Motorola radios and systems
• Help setup and maintain Radio and IT Network in support of COC, Force Protection, and squad operations
• Help set up radios for convoy operations
• Setup Radio nets and provide SATCOM, COMSEC for operations
• Provide training to teams to ensure proper understanding of procedures and processes for utilization and maintenance of communications equipment
• Maintain personal weapons skills and provide weapons training courses to fellow Marines
• Maintain knowledge of and train Marines in Urban and Small Unit Tactics, Unit Operations and Regulations, Fire Support, and Fire Control Knowledge
• Rank structure and follow orders as required
• Set up radios with antennas for SATCOM or VHF/UHF/HF communications
• Support fire team and FCT in all operations
• Help maintain Communications for forward FOB to and support team function

• Provide outstanding customer service
• Analyze customers' needs, explain products, services, prices, availability, and uses to offer value-add solutions
• Manage daily store operations, inventory, store documentation, and ensure all sales representatives are current on training and knowledgeable on all products and services
• Create and lead workshops for any item Verizon provides for customers and employees
• Promoted a culture of accountability within the department by setting clear expectations for performance and holding team members responsible for achieving results.
• Collected, arranged, and input information into database system.
• Provided training for new hires, fostering a supportive learning environment conducive to success in their roles.
• Help train new employees on the computer and network systems
• Process point of sale transactions
• Enhanced team productivity with effective communication strategies and regular performance reviews.
• Oversaw day-to-day operations, delegating tasks appropriately to ensure smooth workflow and timely completion of projects.
• Close and open the store including managing cash drawers, works safe, and inventory of merchandise
• Maintain sales quota of products and services
• Facilitated team meetings to encourage collaboration and share best practices across organization.
• Boosted customer satisfaction, addressing client concerns in a timely and professional manner.
• Maintain 95% customer satisfaction (measured with surveys)

• Install, repair, and maintain AT&T U-Verse equipment, technology, and lines in support of AT&T U-Verse operations
• Setup customer's network and static IP address
• Use Windows, Mac, and Linux systems to support customers need and setup in home or business networks
• Installed new wiring systems, ensuring optimal functionality and adherence to safety standards.
• Analyze customer needs and provide the latest information and solutions for outstanding customer support
• Finish, maintain, and process all required documentation and programs
• Maintain company truck, order inventory, manage and maintain equipment
• Collaborated with fellow technicians to complete complex wiring projects within tight deadlines.
• Use JDSU and other meters to find faults and taps, and check continuity of lines and cables
• Testing systems and equipment
• Optimized system functionality for customers through careful assessment of individual needs and tailored installation strategies.
• Demonstrated versatility in skill set by successfully completing various types of wire installation projects, from residential to commercial properties.
• Provided exceptional customer service by patiently explaining technical concepts and addressing client concerns in a timely manner.
• Supported team members with ongoing training initiatives, sharing knowledge on best practices for efficient operations within the field.
• Ensured safe working conditions by strictly adhering to company guidelines and safety protocols during all installations and repairs.
• Assisted clients in understanding their billing statements as well as answering any questions they had regarding services offered.
• Streamlined work processes by consistently organizing tools, equipment, and materials for easy access during projects.
• Conducted quality assurance inspections on completed projects, ensuring adherence to industry standards and company guidelines.
• Trained new technicians on proper procedures, safety protocols, and customer service techniques, fostering professional development within the team.
• Reduced repeat service calls by accurately diagnosing issues during initial appointments and implementing effective solutions.
• Contributed to company growth by actively promoting additional services and products tailored to customer needs, resulting in increased revenue.
• Facilitated seamless equipment transitions during upgrade periods, ensuring minimal service disruption for clients.