Glen Mitchell
Sydney
Summary
- Field Service Specialist with over 20 years of experience supporting a large range of equipment from two leading global companies with a diverse customer base. -With expertise in the areas of trouble-shooting, problem solving, installations and time management. -I am highly analytical and mechanically minded with an aptitude in computer, electronic and electro-mechanical equipment. - maintained a high level of customer satisfaction.
- Commended for my ability to provide outstanding customer service and preempt individual needs of the customer due to my strong analytical and troubleshooting capabilities, with exceptional attention to detail.
- Highly Adaptable to change in the workplace and thrives in competitive and changing environments where I am able to work autonomously and efficiently within a team.
- My diverse skills and abilities make me an invaluable resource within the customer relations and field service areas.
Overview
18
18
years of professional experience
Work History
Advanced Field Service Engineer
Agilent Technologies
01.2016 - 01.2024
- Including Regional Support Specialist role for South-east Asia
- Installations of Agilent portfolio of pathology lab solutions
- Relocations
- Performed onsite installation, modification and maintenance of systems and equipment.
- Preventative Maintenance
- Conducted regular equipment inspections, identifying potential issues before they escalated into costly repairs or downtime events.
- FCOs
- Technical Support for the group
- Winner of Agilent South Asia Pacific, Japan & Korea High Achievers awards, 2020 and 2021
- Enhanced customer satisfaction with prompt and efficient troubleshooting of complex technical issues.
Field Service Engineer
EMC Data Storage Systems
01.2007 - 01.2016
- Responsible for on-site installation, maintenance and repair of EMC Data Storage Systems in Canberra for a number of Australian government departments
- This role required me to hold a High level security clearance in order to access data centres for customers such as ATO, Department of Defence, Australian Passports Office and Centerlink
- Rostered on-call for 2 weeks per month
- Required to be able to respond urgently to repair the systems with minimal downtime
- Achieved high levels of customer satisfaction, resolving issues on first visit and exceeding service delivery expectations.
IT Configurations Technician
Corporate Express Australia Ltd.
01.2006 - 12.2006
- Working in the configuration centre of the IT Solutions department, I am part of a team of technicians responsible for configuration of IT systems prior to deployment to customer sites
- This includes server building and testing, installation of Standard Operating Environments onto desktop PC’s and asset management procedures
- Other responsibilities include sanitising PC’s and servers returned from customer sites containing potentially sensitive data
- I also occasionally deliver and install these products when required
- Developed automated process for sanitising of workstations, eliminating the need for manually altering BIOS settings on each individual computer before running HDD wiping program
- Also implemented fault detection facilities to prevent un-sanitised PC’s from being shipped out
- Time savings have been significant
- Developed automated process for installing HDD images onto new workstations using Symantec Ghost, also resulting in significant time savings
Education
Bachelor of Applied Science - Information Technology
09.2006
GPA: Distinction grade average
Higher School certificate -
01.1994
- First in North-West region in Science for Life.
- First in Year in Industrial Technology.
Skills
- C
- C
- Java
- XHTML
- CSS
- Perl
- PHP
- Microsoft Office
- Microsoft Windows
- UNIX
- Network building
- Troubleshooting
- PC upgrading
- Micro-controller design
- Discrete electronics design
Professional Highlights
- Installed, maintained and provided higher level support as a regional support specialist for an install base of advanced laboratory automation instruments used for tissue based cancer diagnostics.
- A member and leader of a group of highly professional Engineers that maintained a high level of Customer Satisfaction scores.
- Senior Engineer that supported, trained and lead a group of Engineers to maintain a large range of equipment at a diverse customer base.
Timeline
Advanced Field Service Engineer - Agilent Technologies
01.2016 - 01.2024
Field Service Engineer - EMC Data Storage Systems
01.2007 - 01.2016
IT Configurations Technician - Corporate Express Australia Ltd.
01.2006 - 12.2006
Tamworth High School - Higher School certificate,
RMIT University - Bachelor of Applied Science, Information Technology
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