Summary
Overview
Work History
Education
Skills
Certification
Work Availability
Quote
Timeline
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Juan Edgar Falcon Cruz

Juan Edgar Falcon Cruz

Mexico,MX

Summary

Flexible Technical Support Engineer with 20 years of experience helping clients maintain smooth operations. Expertise in Banknote Processing systems and cash processing environments. Commended for rapidly and effectively resolving downtime and efficiently integrating new hardware and components. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

34
34
years of professional experience
1
1
Certification

Work History

Senior Technical Support Engineer

Giesecke Y Devrient Currency Technology De Mexico
01.2003 - 01.2023
  • Maintained response times to support business continuity.
  • Delivered Tier-3 support and SME input to internal and external customers.
  • Documented faults and bugs for referral to development staff for use in updates.
  • Performed root cause analysis of reported issues to enact corrections.
  • Communicated with stakeholders to share critical technical information and deliver project updates.
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Traveled with sales engineers on customer site visits to respond to specific technical questions.
  • Worked directly with clients in rollout and post-rollout stages to train and support new applications and systems.
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Offered assistance in implementing and developing training programs.
  • Developed and implemented preventive maintenance procedures.

Senior Engineering Specialist

OCE Printing Solutions
03.1999 - 01.2023
  • Adhered to timelines to meet quality assurance targets.
  • Mentored and coached entry-level and junior engineers to improve talent and boost skill levels.
  • Performed preventive maintenance and repairs on mechanical equipment.
  • Determined equipment failure root cause and implemented solutions.
  • Identified needed parts to keep equipment in top operating condition.
  • Promoted teamwork and demonstrated effective communication skills to improve collaboration among personnel.
  • Determined project specifications by thoroughly studying performance standards, requirements and technical studies.
  • Developed and implemented proactive maintenance practices.
  • Enforced rules and regulations to keep working environment safe.
  • Trained and managed drafters, junior engineers and surveyors.
  • Monitored and evaluated engineering performance to recommend improvements.
  • Developed comprehensive engineering documents for all projects.

Senior Technical Support Engineer

Xerox Mexicana S.A. De C.V.
06.1989 - 01.1997
  • Performed root cause analysis of reported issues to enact corrections.
  • Served as primary point of contact for support relating to owned solutions and products.
  • Worked directly with clients in rollout and post-rollout stages to train and support new applications and systems.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Installed, configured and maintained computer systems and network connections.
  • Developed and implemented preventive maintenance procedures.

Education

Bachelor of Science - Electronics

Escuela Superior De Ingeniera Mecanica Y Electrica
Mexico City, Mexico

High School Diploma -

Centro De Lenguas Extranjeras
Mexico City, Mexico

Skills

  • Remote Diagnostics
  • Quality Assurance
  • Customer Support
  • Root Cause Analysis
  • Performance Optimization
  • Technical Documentation
  • Hardware Diagnostics
  • Remote Support
  • Advanced Troubleshooting
  • Continuous Improvement
  • Team Leadership
  • Interpersonal Communication
  • Problem-Solving
  • Technical Troubleshooting
  • Teamwork and Collaboration
  • Technical Support
  • System Troubleshooting
  • Service Calls
  • Training Material Development
  • Technical Expertise
  • Personnel Training
  • User Training
  • Desktop Support

Certification

  • BPS 1000, Giesecke & Devrient America - January 2003
  • BPS 200, Giesecke & Devrient Mexico - June 2008
  • BPS C4, Giesecke & Devrient Germany - February 2011
  • Banknote Destruction System, Mocco & Ruf (Germany) - February 2011
  • BPS C1, Giesecke & Devrient Germany - March 2014
  • BPS C5, Giesecke & Devrient America - July 2019
  • BPS C6, Giesecke & Devrient Germany - October 2021
  • BPS M7, Giesecke & Devrient Mexico - January 2010
  • Nota Pack 10, Ruhlamat Germany - October 2022
  • Pagestream 88, OCE Printing USA - July 2001
  • Pagestream, Oce Printing USA - March 2000
  • Unwinder & Folding Systems, Roll Systems - October 2000
  • 1045 Copier, Xerox Mexicana - June 1989
  • 1050 Copier, Xerox Mexicana - February 1990
  • 4050 / 4090 High Speed Printer, Xerox Mexicana - May 1991
  • Docutech 90, Document University USA - June 1994
  • 4160 High Speed Printer, Document University USA - July 1994

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

Try not to become a man of success. Rather become a man of value.
Albert Einstein

Timeline

Senior Technical Support Engineer

Giesecke Y Devrient Currency Technology De Mexico
01.2003 - 01.2023

Senior Engineering Specialist

OCE Printing Solutions
03.1999 - 01.2023

Senior Technical Support Engineer

Xerox Mexicana S.A. De C.V.
06.1989 - 01.1997

Bachelor of Science - Electronics

Escuela Superior De Ingeniera Mecanica Y Electrica

High School Diploma -

Centro De Lenguas Extranjeras

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Juan Edgar Falcon Cruz