WESLEY DUHON
Summary
Remote Support Service Engineer and Lab Operations Manager with extensive experience in advanced diagnostics and root cause analysis. Developed and launched strategic training initiatives, achieving high first-time fix rates and streamlining support processes, ultimately enhancing operational efficiency across electric vehicle charging systems and telecommunications.
Overview
16
16
years of professional experience
Work History
Remote Support Service Engineer
ABB
Sugar Land
01.2020 - Current
- Tier II/III remote support for Electric Vehicle charging infrastructures, support ticketing systems, diagnosing and resolving complex hardware, software, firmware, and network issues using diagnostic tools and log analysis tools to minimize downtime and meet SLA targets.
- Maintained a high first-time fix rate of 90%, consistently resolving issues on initial engagement while meeting SLA performance targets.
- Reimaged, programmed, and deployed over 65% of Arm-based control boards supporting electric vehicle chargers across North America annually, ensuring field readiness, deployment consistency, and improved platform stability.
- Analyzed system logs, telemetry, and diagnostic data on Windows based systems using Linux Terminal, Salesforce, Zendesk, Jira, MS Office 365, MS Teams and Grafana to identify root causes and accelerate resolution.
- Developed and maintained knowledge base articles to streamline knowledge sharing, support processes, process improvement and improve efficiency.
- Laboratory Operations Manager of the Electric Vehicle Charging Laboratory, support testing, validation, advanced troubleshooting, and equipment build and procurement across 6,000+ assets. Designed and delivered technical training materials and onboarded 8 employees, helping launch ABB E-mobility's technical training program and accelerating organizational capability.
- Developed and launched ABB E-mobility's Advance Swap process, overseeing procurement, logistics, RMAs, advance parts inventory management, and ArmXL board reimaging to accelerate field replacements and reduce customer downtime.
- Led the design and build of ABB E-mobility's Sugar Land Training and Laboratory facility, establishing a centralized hub for technical training, process improvement, product validation, advanced troubleshooting, and engineering support.
Field Service Engineer
AT&T
Houston
12.2015 - 12.2019
- Diagnosed and resolved technical issue escalations for telecommunications equipment in diverse environments.
- Executed preventative maintenance on network systems, enhancing operational reliability and minimizing service interruptions.
- Performed detailed diagnostics to accurately identify root causes and implement appropriate solutions for improved system performance.
- Analyzed network performance to identify signal degradation, interference, and configuration issues impacting service quality.
- Collaborated with cross-functional teams, improving service delivery processes and increasing customer satisfaction.
- Implemented process improvements that streamlined service operations and reduced downtime.
- Examined faulty equipment, interpreted reports and analyzed customer complaints to diagnose system and equipment malfunctions.
- Established strong customer relationships through proactive communication and timely follow-up on issues, fostering trust and loyalty.
Field Service Engineer
Xfinity
Houston
08.2014 - 10.2015
- Executed onsite installation, modification, and maintenance of systems and equipment, ensuring optimal functionality and reliability.
- Provided expert technical assistance during installation projects, ensuring proper setup and alignment of complex machinery components.
- Performed detailed diagnostics to accurately identify root causes and implement appropriate solutions for improved system performance.
- Analyzed network performance to identify signal degradation, interference, and configuration issues impacting service quality.
- Evaluated equipment performance and showcased operation and servicing to customers, enhancing user understanding and satisfaction.
- Developed customized preventive maintenance plans tailored to individual client needs, extending equipment life and minimizing disruptions.
- Effectively prioritized competing demands from multiple clients while maintaining high standards of quality in all completed assignments.
- Oversaw administrative tasks, maintaining accurate customer service logs and internal service records to support efficient service delivery.
Technical Support Specialist
Affiliated Computer Services (Xerox)
Houston
08.2010 - 02.2012
- Delivered high-level remote customer support using advanced remote desktop and troubleshooting tools to resolve technical issues efficiently, consistently meeting SLA targets while improving customer satisfaction and minimizing downtime.
- Resolved technical issues efficiently and provided timely support, contributing to improved customer satisfaction.
- Resolved technical issues for clients using troubleshooting tools and remote assistance software, enhancing user experience and ensuring effective resolution.
- Troubleshot networking issues, including connectivity problems, slow speeds, and outages, promptly restoring service functionality to minimize disruption.
- Provided expert guidance on product features and system functionalities to enhance user experience.
- Collaborated with cross-functional teams to identify recurring problems, technical issue escalations, and implement solutions.
Education
Bachelor of Science - Industrial Engineering/Industrial Technology
Lamar University
12-2019
Associate of Applied Science - Process Technology
Houston Community College
12-2015
Skills
- Remote Support
- Technical Support
- Incident Management
- Remote Diagnostics
- System Diagnostics
- Network Diagnostics
- Root Cause Analysis
- Log Analysis
- Firmware Debugging
- Case Management
- Asset Management
- Technical Documentation
Accomplishments
- Led the design and build of ABB E-mobility's Sugar Land Training and Laboratory facility.
- Spearheaded the development of ABB E-mobility's Advance Swap process.
- Reimaged, programmed, and deployed over 65% of ArmXL control boards supporting Electric Vehicle chargers across North America annually.
- Maintained a first-time fix rate of 90% while meeting SLA performance targets.
Timeline
Remote Support Service Engineer
ABB
01.2020 - Current
Field Service Engineer
AT&T
12.2015 - 12.2019
Field Service Engineer
Xfinity
08.2014 - 10.2015
Technical Support Specialist
Affiliated Computer Services (Xerox)
08.2010 - 02.2012
Bachelor of Science - Industrial Engineering/Industrial Technology
Lamar University
Associate of Applied Science - Process Technology
Houston Community College