Keith Austin
Ypsilanti,MI
Summary
Energetic and solution-focused professional with strong aptitude for diagnosing and resolving technical issues. Possesses knowledge of medical simulation equipment with hands-on skills in troubleshooting and equipment maintenance. Committed to enhancing operational efficiency and delivering reliable field service support.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Senior Field Service Engineer
Red Thread
07.2024 - Current
In addition to skills as a Field Service Engineer:
- Mentored junior engineers, fostering a collaborative learning environment that facilitated skill development and knowledge sharing.
- Tested equipment performance and demonstrated operation and servicing best practices.
- Coordinate with management to implement changes to better help the Field Service Team operate including employer-provided cell phones and roadside assistance.
Field Service Engineer
Red Thread
01.2022 - 07.2024
- Tested equipment performance and demonstrated operation and servicing of equipment to customer.
- Installed and maintained medical simulators, computers and connected equipment on clients' premises.
- Collaborated closely with cross-functional teams to deepen understanding of medical terminology, understanding of internal biases, and implementation of AV and networking solutions.
Climbing Instructor
Planet Rock
08.2021 - 01.2022
- Teach lessons to first-time climbers on safety protocols, how to climb, how to belay, how to lower their climbing partner, and explain the equipment that is used.
- Operate the cafe making espresso drinks
- Assisted customers looking to purchase gear - harnesses, shoes, belay devices to ensure they purchase equipment adequate for their needs and will be safe.
- Answer the phone, help with any questions for first time visitors, first time climbers, parties, events, climbing teams
Service Desk Technician
XFER Communications
10.2020 - 05.2021
- Configured hardware, devices and software to set up work stations for end users.
- Answer incoming calls from residential and small business customers on workstation, application, VoIP phone issues
- Performed standard network troubleshooting - DHCP, LAN/WAN connectivity, DNS resolution, Sophos firewall configuration
- Established user accounts in Active Directory, apply Office 365 licensing and installation
Service Desk Apprentice
Michigan Medicine
01.2020 - 10.2020
- Supported clinical and hospital staff with EMR application MiChart
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable
problem resolution. - Engaged in user support interactions via telephone and email platforms while using remote tools to connect to end user devices
Education
Computer Systems Technology -
Washtenaw Community College
Ann Arbor, MI06.2020
Skills
- Work order management
- Teamwork and collaboration
- Time management
- Preventive Maintenance
- Cross-functional coordination
- Networking: Windows OS, OSI model, file shares, group policy, permissions
- Client Relations
- Interpersonal Communication
- Adaptability
- Hardware and software troubleshooting
- Technical interpretation
- Hardware installation
Volunteer Experience
Greenbrook Recovery Center (11/2018)
Conversed with groups of residential participants regarding treatment options and recovery from addiction.
Spera Detox Center (2017 - 2/2020)
Debriefed with new clients about their experiences with drugs and alcohol providing peer support and companionship.
Certification
- CompTIA Network+ 06/2024
- CompTIA A+ 06/2024
- Computer Systems Technology - Washtenaw Community College 06/2020
Accomplishments
- King of the Hill 07 /23 & 09/23
- Michigan Medicine: Multiple Fist Bump awards
- LakeTrust Credit Union New Beginnings Scholarship (06/2019)
- WCC Foundation Scholarship (08/2018 - 08/2019)
Experience
- Perform routine maintenance on medical training simulators.
- Perform functional checks to ensure equipment is operating at necessary standards.
- Install simulators and provide functional overviews of features to customers.
- Maintain timely communication and work order management.
- Provide advice and training within the team to ensure organizational best-practices are being met.
- Following local laws and regulations for food handling and santitization
- Troubleshooting - DHCP scopes, Sophos firewall configuration, reserved IPs, LAN and WAN connectivity
- Applied Office 365 licensing, set up groups, and installed Office on end users computers
- Configured Allworx and Mitel VoIP phones for office and remote use
- Performed troubleshooting of end-user workstations for general issues such as slowness, installing new software, and printer problems/set up
- Used remote monitoring tools to configure end user workstations via scripts, commands, and push updates
- Assisted customers via phone as Tier 1 technical support providing hardware troubleshooting, application
support, and escalating problems to Tier 2 as necessary - Used remote tools to diagnose and resolve application problems in Windows and Mac OS
- Used ServiceNow and ConnectWise daily as ticketing system to resolve and escalate incidents
Timeline
Senior Field Service Engineer
Red Thread
07.2024 - Current
Field Service Engineer
Red Thread
01.2022 - 07.2024
Climbing Instructor
Planet Rock
08.2021 - 01.2022
Service Desk Technician
XFER Communications
10.2020 - 05.2021
Service Desk Apprentice
Michigan Medicine
01.2020 - 10.2020
Computer Systems Technology -
Washtenaw Community College
- CompTIA Network+ 06/2024
- CompTIA A+ 06/2024
- Computer Systems Technology - Washtenaw Community College 06/2020
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