Stephen Parker
Senior Field Service Technician
Detroit,MI
Summary
Seasoned Robotics Field Engineer with a proven track record at Wheel.Me, excelling in robotics system integration and project management. Demonstrated expertise in enhancing system reliability and user satisfaction through innovative tech solutions and effective collaboration. Skilled in both disaster recovery and fostering cross-functional team synergy, achieving significant improvements in robotic performance and customer engagement.
Overview
12
12
years of professional experience
Work History
Robotics Field Engineer
Wheel.Me
Detroit, MI
01.2024 - 09.2024
- Deploy robotic solutions at client sites, ensuring seamless integration and user training.
- Map and validate customer sites for optimal robotic navigation and performance.
- Collaborate with technicians to troubleshoot and maintain robotic systems efficiently.
- Support customer satisfaction through effective problem-solving and system maintenance.
- Conducted an in-depth analysis of robotic performance metrics, identifying key areas for improvement, and implementing data-driven solutions.
- Partnered with cross-functional teams to integrate cutting-edge robotics technology, fostering seamless adoption, and user-friendly interfaces.
Senior Field Service Technician
Detroit Medical Center
Detroit, MI
02.2022 - 01.2024
- Managed tech systems maintenance, ensuring smooth operations and integration across the campus.
- Led system development, boosting smart unit technology efficiency, and reliability.
- Collaborated with stakeholders to define needs, delivering tailored tech solutions
- Evaluated software for compliance, achieving secure, updated systems
- Oversaw repair coordination, ensuring optimal functionality of building technology
- Traveled to various sites around the world to provide on-site technical assistance as needed.
Desktop Support Technician
Ascension Technologies
Detroit, MI
06.2019 - 02.2022
- Ensure seamless communication for efficient service ticket resolution.
- Document tasks in ConnectWise for transparency and tracking.
- Audit alerts to maintain system reliability.
- Develop client documentation to enhance future support efficiency.
- Coordinate with Technical Support for swift request handling.
- Streamlined ticket lifecycle through consistent communication, enhancing client satisfaction, and reducing resolution times for desktop support issues.
IT Support Specialist
Boral
Wixom, MI
05.2018 - 05.2019
- Managed software service delivery, ensuring client satisfaction, and loyalty.
- Enhanced system stability by solving intricate networking problems.
- Provided technical support, improving customer service response times.
- Executed service calls, maintaining high standards of customer care.
- Ensured SLA compliance, fostering customer trust, and retention.
- Managed onsite software service delivery and support, configuring customer environments locally and remotely.
Technician
General Motors
Detroit, MI
06.2017 - 05.2018
- Responsible for developing and integrating new infotainment, telematics features, and interfaces into GM vehicles.
- A detailed understanding of the component, subsystem, vehicle, and off-board operation for each feature/interface is required.
- This activity includes problem solving with the support of other engineering groups.
- Demonstrated comprehensive understanding of engineering concepts applicable to systems integration.
- Integrated complex infotainment systems, leveraging deep technical knowledge to solve cross-functional engineering challenges, and enhance vehicle connectivity.
- Pioneered new telematics interfaces, collaborating across teams to implement cutting-edge features that significantly improved user experience in GM vehicles.
Customer Service Representative
DTE Energy
Detroit, MI
07.2016 - 06.2017
- Provided phone support to residential customers, assisting with bill payments, account creations, service disconnections, and account analysis to customers throughout the greater Michigan area.
- Also utilizing soft-phone software, such as Five9, and other SAP-related programs.
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
IT Analyst
Macprofessionals, Inc
Novi
10.2015 - 07.2016
- Configured Apple devices for schools, ensuring high standards, and seamless integration.
- I traveled across North America, enhancing device deployment efficiency.
- Maintained Apple quality, achieving consistent client satisfaction.
- Collaborated with teams to solve technical issues, improving service delivery.
- Implemented device setups, contributing to educational technology advancement.
- Orchestrated deployment of Apple and Google devices for schools across North America, ensuring seamless integration and optimal functionality.
Data Center Operations Technician
Sears Holdings Corporation
Royal Oak, MI
02.2014 - 10.2015
- Planned and installed network cabling for data center efficiency.
- Collaborated with the facilities team to troubleshoot and resolve issues.
- Documented infrastructure processes, ensuring clear communication.
- Tested network systems to maintain optimal server performance.
- Enhanced data center operations through strategic planning.
- Engineered network cabling infrastructure for data center operations, collaborating with the facilities team to optimize server installations and enhance system reliability.
IT Support Specialist
Stefanini
Southfield, MI
08.2012 - 01.2014
- Resolved diverse IT issues for LVMH, enhancing user productivity across departments.
- Managed network and application errors, improving system reliability for corporate and retail users.
- Utilized Active Directory and MS-DOS skills to efficiently address access and command prompt queries.
- Supported seamless IT operations, contributing to improved workflow and user satisfaction.
- Handled high-volume support calls, ensuring quick resolution, and minimizing downtime.
- Managed IT support for Louis Vuitton, resolving complex issues across LVMH departments.
- Expertise in troubleshooting applications, networks, and Active Directory.
Education
Associate of Arts (A.A.) - Computer and Information Systems Security/Information Assurance
Wayne County Community College District
Detroit, MI05-2012
Diploma - College Prep
Denby Tech High School
Detroit, MI04-2010
Skills
- Disaster Recovery
- Robotics System Integration
- Network security
- Tech Solutions
- IT Support
- Cloud computing
- Project Management
- System Architecture
- Hardware repair
- Remote diagnostics
- Project management
- Machinery
Languages
- English
- Spanish
Personal Information
Date of Birth: 05/21/91
References
References available upon request.
Timeline
Robotics Field Engineer
Wheel.Me
01.2024 - 09.2024
Senior Field Service Technician
Detroit Medical Center
02.2022 - 01.2024
Desktop Support Technician
Ascension Technologies
06.2019 - 02.2022
IT Support Specialist
Boral
05.2018 - 05.2019
Technician
General Motors
06.2017 - 05.2018
Customer Service Representative
DTE Energy
07.2016 - 06.2017
IT Analyst
Macprofessionals, Inc
10.2015 - 07.2016
Data Center Operations Technician
Sears Holdings Corporation
02.2014 - 10.2015
IT Support Specialist
Stefanini
08.2012 - 01.2014
Associate of Arts (A.A.) - Computer and Information Systems Security/Information Assurance
Wayne County Community College District
Diploma - College Prep
Denby Tech High School
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