Expert in technical support with proven ability to resolve a variety of complex issues in advanced technologies to meet business, financial, competitive and customer demands. Able to coordinate and execute multiple business initiatives while meeting deadlines under pressure. Successful at motivating others and maintaining high morale in ever changing, fast paced high-volume environments. Excellent interpersonal and communication skills, complementing proven creative problem solving capabilities. Proven record of success improving efficiencies and increasing productivity.
Call Center Technical Support
Key Account and Relationship Management
Extensive Sales, Negotiation and Retention
Internet & Intranet Solutions
Wireless Network Tech & Customer Service
Astute Problem Solver
Senior Engineering Technician/ Senior Technical Support Specialist 3/2009 – 5/2017
Amphenol Antenna Solution - Rockford, IL
Assembly Supervisor. Set up off site secondary assembly location to produce product to help company get caught up with late production.
Assembly Trainer. Trained workers how to properly build product. Trained manufacturing staff how to solder properly.
Manufacturing Technician. Assisted manufacturing with day to day assembly issues that may have accrued, whether it was product material or assembler related.
Test Engineer. Measured radiating patterns for antennas. Tested and tuned antennas during first inspection.
Field Service Technician. Met with customers to help train them with their new product and Onsite troubleshooting for products with possible issues.
R&D Engineering Technician. Proved or disproved that designs would or would not work, measured data from designs, as well as provided real time support to tower technicians.
Senior Sales / Technical Support Specialist 1/2004 – 1/2009
PCTEL, Inc. Broadband Technology Group - Bloomingdale, IL
Provides technical support to customers with technical and engineering assistance worldwide used to optimize cellular networks and antenna solutions. Respond to customer inquiries regarding product descriptions, applications, pricing and delivery in a timely fashion.
Maintain contact with customer by proactively making sales calls to existing and potential customers to promote and sell products. Provided quotes as needed.
Championed internal training sessions which delivered measurable improvements in staff knowledge while significantly increasing productivity by 20%. Provides product training externally as required to client base.
Maintained high knowledge of industry changes as well keeping abreast of new products and product changes within company. Utilized this information to help promote sales for PCTEL in wireless industry worldwide.
Interfaces with Engineering and Marketing to provide the best product for customer’s applications. Maintained cross-functional cooperative working relationships to better facilitate sales and support execution.
Participate in product management by understanding customer requirements, identifying opportunities and sourcing options for Purchasing Department and/or Manufacturing Department.
Conceived and developed internal quote system that resulted in optimization of sales team efficiency.
Successfully negotiated a mutually agreeable solution by providing alternatives to reconcile customer’s needs while maintaining the company’s objectives. Delivers best-of-class customer service and support to external and internal customers.
Experience in Quality Policy and ISO-9001:2000 requirements. Fully compliant with RoHS environment standards. Ensured continuous control over department and performed internal audits
Consistently received highest rating on all annual performance evaluations since joining PCTEL.
Public Safety Communications Coordinator / Technical Support 3/1999 – 11/2003
Antenex, Inc. - Glendale Heights, IL
Provide technical support for products to customers through a variety of communication channels including phone, fax and e-mail. Helped customers select products based on intended use and specifications provided by the customer.
Responsibilities include researching and resolving support requests to ensure customer satisfaction and retention. Handle inquiries including troubleshooting, product selection, system set-up, and/or additional product information
Developed strong relationship between Antenex and customers through superior support - delivered best-of-class customer service and support to external and internal customers.
Maintained working knowledge of products in order to educate customers on proper use, functions and features.
Ensured accurate and precise case management via coding and documentation of contacts.
Provided demonstrations to Sales and Marketing group when needed to support sales initiatives. Served as primary contact/department liaison.
An industrious individual who excels in challenging and competitive environments.
Thrives as a team player in a fast-paced, high-energy, change oriented environment.
Is consistent, dependable and accurate in carrying out responsibilities to a successful conclusion.
Excellent communication skills - polished professional verbal and written communication
Demonstrates an exceptional mastery if professional skills. Has profound ability to gain trust of others.
Highly skilled with Microsoft Office applications - Word, Excel, Access, Power Point, Outlook.
Windows 7 and higher • Point Man
Microsoft Office • Lotus Notes
Adobe - Page Maker & Photoshop
Moraine Valley Community College – Palos Hills, IL
Law Enforcement Diploma
DeVry University – Addison, IL Degree currently in progress
References Available Upon Request
|Last Resume Update||June 12, 2017|
|Resume File|| Gerard-Resume-5-30-2017.docx 28.31 kB|