Justin Matlock
New Albany,IN
Summary
Accomplished at FireKing/Cennox, I spearheaded product engineering and hardware management, enhancing system integrations and performance by leveraging skills in hardware design and cross-functional teamwork. Expert in documentation review and hardware troubleshooting, significantly improved project outcomes and customer satisfaction, embodying a proactive and achievement-focused approach. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
22
22
years of professional experience
Work History
Implementations/Product Engineering/Hardware Manager
FireKing/Cennox
10.2015 - Current
- Liaised between engineering departments when working towards a shared goal which required the understanding of both hardware and software components.
- Designed custom hardware solutions tailored to specific project requirements, resulting in successful project completions.
- Evaluated emerging technologies for potential integration into the organization''s existing systems, staying ahead of industry trends and developments.
- Conducted extensive research on prospective vendors before making purchasing decisions based on quality assurance standards set within the company.
- Led successful migrations from legacy systems to modernized platforms without disrupting ongoing operations or compromising data integrity.
- Organized training workshops for colleagues on new equipment installations or software updates so employees were familiar with all upgrades made within their workstations.
- Collaborated with cross-functional teams to integrate hardware solutions into existing systems, resulting in seamless operations.
- Assessed the impact of proposed hardware changes on overall system performance, allowing for informed decision-making and timely execution of upgrades.
- Improved hardware performance by implementing advanced diagnostics and troubleshooting techniques.
- Provided expert technical support to internal teams by addressing complex hardware-related issues promptly and effectively.
- Conducted regular audits on hardware assets to identify potential areas of improvement and optimize system performance.
- Outlined design requirements, BOMs, functional specifications and reports to document development processes.
- Authored detailed functional specifications for development of electronic security hardware components.
- Investigated hardware product issues involving materials and software and devised solutions.
- Drove implementation of quality requirements for new product designs and adherence to customer specifications.
- Worked closely with documentation team to provide technical details and participate in review cycles.
- Updated systems by improving computer components, layout and design for increased efficiency.
- Collaborated with teams on design reviews and validation testing for electronic security components.
- Tested existing hardware components, recommending necessary upgrades and replacements to meet performance standards.
- Implemented industry best practices for hardware installation, configuration, and maintenance, ensuring consistent performance across the organization.
- Mentored junior staff members, fostering professional growth and enhancing team productivity.
Field Support Engineer & Tech Support Manager
FireKing/Cennox
02.2007 - 02.2015
- Improved customer satisfaction ratings by consistently delivering timely and efficient on-site technical assistance.
- Championed customer needs within the organization to drive product enhancements or additional support offerings.
- Delivered comprehensive training sessions for end-users to ensure proper operation of equipment post installation.
- Contributed to increased sales revenue by providing technical expertise during customer consultations and product demonstrations.
- Expedited issue resolution by diligently identifying root causes and implementing appropriate corrective measures.
- Reduced downtime for clients with proactive maintenance checks and system optimizations.
- Walked clients and internal staff through troubleshooting steps to resolve common software issues.
- Performed onsite installation, modification and maintenance of systems and equipment.
- Examined faulty equipment, interpreted reports and analyzed customer complaints to diagnose equipment malfunction.
- Demonstrated commitment to environmental sustainability through responsible disposal of hazardous materials following company guidelines.
- Streamlined internal processes by collaborating with cross-functional teams to identify areas for improvement.
- Enhanced team productivity with thorough documentation of service calls, repairs, and recommendations for future actions.
- Disassembled and reassembled complex machinery to repair or replace worn or malfunctioning components.
- Provided technical support to troubleshoot, repair and maintain operational efficiencies in hydraulic, mechanical, and electrical systems.
- Managed maintenance data records and tracked operating information for onsite reference.
- Maintained tools and equipment, parts inventory, and library of machine manuals.
- Tested equipment performance and demonstrated operation and servicing of equipment to customer.
- Facilitated communication between office personnel, subcontractors, and customers.
- Trained personnel to align objectives, strengthen competencies and standardize operations.
- Installed, repaired, or replaced proprietary electronics, software and electronic security equipment on clients' premises.
- Recommended design changes, upgrades and replacements to improve systems performance.
- Upgraded and modified products and handled special assignments such as Alpha/Beta equipment testing in the field and field research assignments.
- Created detailed reports on engineering activities and findings.
- Documented and developed engineering procedures and processes.
Online Server Technical Advisor
Papa Johns
02.2006 - 02.2007
- Oversaw development and implementation of improvements to support network operations.
- Identified computer hardware and network system issues, performing troubleshooting techniques for remediation.
- Led technical upgrade projects for clients by working and coordinating with consultants and developers for integrations.
- Analyzed network security and current infrastructure, assessing areas in need of improvement.
- Mitigated risk and managed liability by proactively applying latest cybersecurity advisories and best practices to internal operations and product development.
- Identified and demolished development roadblocks to prohibit slowed operations or halted productive development efforts.
- Reviewed technical guidelines to verify compliance with information security standards and best practices.
- Monitored technology infrastructure against core standards to provide technical assessment and advisory services.
Tech Support Lead & Special Client Software
FireKing/Cennox
12.2002 - 02.2006
- Managed a team of support professionals, fostering teamwork and setting performance goals.
- Conducted regular performance evaluations and provided constructive feedback for continuous improvement among team members.
- Monitored and analyzed support metrics to detect trends, identify gaps, and recommend solutions for improvement.
- Proactively identified potential product flaws through pattern analysis of recurring customer issues.
- Enhanced communication channels within the organization to facilitate information flow between departments related to customer needs and concerns.
- Provided technical expertise to resolve complex customer issues and facilitate smooth operations.
- Designed training materials to improve the skills and knowledge of the support team, enhancing overall productivity.
- Improved customer satisfaction by addressing and resolving support issues in a timely manner.
- Served as escalation point for critical client issues, working closely with stakeholders to achieve resolution.
- Developed and maintained relationships with key clients, ensuring long-term customer loyalty.
- Tracked and documented customer interactions in customer relationship management system to maintain accurate records.
- Utilized ticketing system to track customer requests and prioritize urgent needs.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Troubleshot hardware, software and network issues to identify and rectify discrepancies.
- Monitored systems in operation and quickly troubleshot errors.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Researched and identified solutions to technical problems.
- Generated reports to track performance and analyze trends.
- Offered assistance in implementing and developing training programs.
Education
Associate in Engineering Technology - Mechanical Engineering Technology
Indiana University Southeast
New Albany, IN08.2005
High School Diploma -
North Harrison High School
Ramsey, IN05.2000
High School Diploma -
Prosser Career Education Center
New Albany05.2000
Skills
- Documentation Review
- Hardware troubleshooting
- Hardware design
- Schematic Capture
- Cross-Functional Teamwork
- Design Verification
- Component selection
- Failure Analysis
- Prototype Development
- Electrical Troubleshooting
- Customer Support
- Hardware Installation
Timeline
Implementations/Product Engineering/Hardware Manager
FireKing/Cennox
10.2015 - Current
Field Support Engineer & Tech Support Manager
FireKing/Cennox
02.2007 - 02.2015
Online Server Technical Advisor
Papa Johns
02.2006 - 02.2007
Tech Support Lead & Special Client Software
FireKing/Cennox
12.2002 - 02.2006
Associate in Engineering Technology - Mechanical Engineering Technology
Indiana University Southeast
High School Diploma -
North Harrison High School
High School Diploma -
Prosser Career Education Center
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