Service Support Product Trainer in Rochester NY Resume Steven Spinelli
Steven Spinelli is an accomplished Process Engineering professional with over 15 years of experience with a multinational imaging and photographic corporation. He has advanced skill in analyzing customer requirements and engaging in hands-on involvement with research, development, product application, technical support commercialization and marketing support.
STEVEN J. SPINELLI Rochester, NY 14626 (585) 227-7716 Spin60@msn.com www.linkedin.com/in/SteveSpinelli SUMMARY OF QUALIFICATIONS Customer Support Accomplished Process Engineering professional with over 15 years of Field & Sales experience with a multinational imaging and photographic corporation. Support Advanced skill in analyzing customer requirements and engaging in hands- on involvement with research, development, product application, technical Licensing Programs support commercialization and marketing support. Product & Contributions include: Application Training Design and implementation of enhanced and web-based support tools, Web-based Support including self-help options, in-house and user training tools, and innovative web applications which decreased printing costs by 60% over Cross-department 2 years. Collaboration Process flow analysis with vision: Evolved, streamlined processes result Consumer Affairs in higher revenue by 12% the first year, improved customer service and Technical cost savings by 4% the first year. Specification Review Co-inventions that resulted in two patents. PROFESSIONAL EXPERIENCE EASTMAN KODAK COMPANY; ROCHESTER, NEW YORK Product Application Engineer / Senior Service & Support Engineer New position created to provide level-3 support and training on products and accessories to call centers and service centers worldwide. Concurrently serve on engineering team delivering technical expertise to sales, service and marketing organizations. Created worldwide support plan and training modules for new-to-market wi-fi supported products; reduced next generation support costs by 40%. Completed new product commercialization for 13 models, resulting in domination of market revenue share in the U.S. and Canada. Improved service and support of the $34 million accessory business, $2 million home printing product lines, and multi-million dollar digital camera business. Facilitated 30% and 25% reductions in support costs for digital devices and printer/photo docks, respectively, over two fiscal years. Developed pocket-sized training tools to demonstrate products to retailers and suppliers. That contributed to a cost savings of shipping products and additional materials for the sales teams. Utilized customer feedback to push development of a wider variety of Kodak inkjet products. Devised online self-help tools and easy, accessible printer settings to bring inkjet product line into an Internet presence. Developed support license agreements between company and licensee organizations worldwide. Steven J. Spinelli Page #2 firstname.lastname@example.org 585.227.7716 Research & Development Technician – Inkjet Products Managed installation of new inkjet technology department, a role created to expand Kodak’s presence in an area that is now a $100 million business. Dealt with challenges of start-up, from assembling specialized teams to troubleshooting technical and business-related problems. Chosen to oversee installation of new lab for OEM product testing. Recruited, interviewed and hired 6-person team of technicians. Provided benchmarking recommendations – on performance, quality and compatibility – for the commercialization process. Managed with vendors for parts, chemicals, hardware, software and repairs. Educated sales reps, resellers and consumers on application usage of Kodak inkjet product line. Senior Research Technician Developed expertise in the areas of research, testing, analysis and troubleshooting issues specific to company product lines and businesses. Consistently contributed in ways that enhanced company’s prestige as an innovator in inkjet technology and paper quality. Credited as co-inventor on two patents; contributed to 25 related technical reports published in the Journal of Imaging Science & Technology, a highly respected venue for the publication of papers on research, development and applications in imaging. Developed experiments for emulsion optimization coatings for inkjet paper, which was commercialized on the first attempt and ultimately developed into related products. Technical Assistant / Supervisor Developed process for lower molecular weight polyvinylpyrrolidene for the first printable compact Kodak writeable disk. Designed electrical testing equipment for production plant in Mexico; also developed report writing, job descriptions and operational procedures, and ensured Mexican plant’s compliance with company specifications, standards and policies. EDUCATION and PROFESSIONAL TRAINING ROCHESTER INSTITUTE OF TECHNOLOGY Adobe PhotoShop for Engineers ~ Electronic Imaging: System Fundamentals Digital Image Processing ~ Ink, Paper & Color ADDITIONAL TRAINING: Technical Specialist Training ~ Facilitator Training for Supervisors & Team Leaders Statistical Process Control (SPC) ~ Troubleshooting and Supporting PCs (Certified) Writing Advantage ~ Electro-Photographic Process: Core Technical Training Basic Electronics ~ Experimental Design Fundamentals ~ Digital Imaging Patents & Publications: United States Patent No. 5,334,477 AND United States Patent No. 5,358,820 Monroe Community College – Criminal Justice – Police Science Volunteer work: Continuous Training with the President of SAFETYCHEXX Risk Management & Loss Control Company Safety Management/Training/Site Safety/Inspections Safety Training: OSHA: Construction Safety & Health (30 hrs.) ~ OSHA: Trenching & Excavating (4 hrs.) OSHA: Construction Safety & Health (10 hrs.) ~ OSHA: Scaffold Safety (4 hrs.) OSHA: Qualified signal Person – 3rd party evaluator – Mobile and Tower crane, voice signals, Electronic signals (radio, phone, etc.) (4 hrs.)