MICHAEL D.

TERRIEN
129 Jameswood
Williamsburg, VA 23185
Home: 757.229.0549 mtcfc526@westpost.net Cell: 757.897.1079

SUMMARY
A Computer Mechanical Service Professional with extensive experience in customer
service, sales and support. Highly respected and rewarded IBM Customer Service
Engineer with recognized strengths in multiple account maintenance, trouble-sho
oting and problem solving. Possess a strong technical background in Mainframe,
Data Storage, Printer, ATM, POS and Networking hardware maintenance. Consistent
ly grew business through sales and customer referrals.

TECHNICAL EXPERTISE
Hardware Experienced repairer of Mechanical units, including, but not limited t
o Pneumatics, Coolant Systems, Generators, Motors, Solenoids, clutches, Brakes,
Belt driven assemblies, Control Logic Boards, Simplex keypads, Alarm systems, A
TM and POS systems. IBM Mainframes (High, Mid-Range and Low End,); Tape Drive St
orage Systems; Magnetic Disk Storage; Displays; Keyboards; CAD Stations; Scanne
rs, Copiers, All-In-One Units; Print Systems (Production, Cut Sheet, Industry an
d Work Group); OEM Manufacturers (InfoPrint, Lexmark, Zebra, Ricoh, Printronix,
LaserMax, Wallace, Moore, Roll Systems Inc); Plotters (Kodak, Encad); Communica
tion Routers, Switches.
Tools / Test Voltage Meters, Oscilloscopes, Dranetz Meters, Gauges, Calipers, Po
wer Tools, Laptop Based Local and Remote Test Procedures
Software / Tools: Windows 7, XP 2000, Lotus Notes, Word, IBM Laptop Certified
Network Protocols: TCP / IP, Routers, Local Area Network (LAN), Wide Area Networ
k (WAN)

PROFESSIONAL EXPERIENCE
RICOH / IBM / INFOPRINT SOLUTIONS, Richmond, VA 1995 - 2010
Customer Service Specialist
Performed service and maintenance procedures on computer hardware systems and pe
ripherals.
* Recognized as Regional Support Specialist for numerous Computer Product Lines
which required travel to outside territories for hands-on support.
* Maintained an IBM DoD Government Secret Security Clearance for over 15 years
.
* Managed, organized and prioritized workload over a multiple state service terr
itory without direct supervision. Traveled at least 90% of the time.
* Interfaced and coordinated with OEM suppliers and service organizations to ens
ure seamless installation, implementation and joint operation of their product l
ine with the customers.
MICHAEL D. TERRIEN PAGE TWO
RICOH / IBM / INFOPRINT SOLUTIONS (Continued)
Participated as a Remote Support Service Advisor who created, monitored and reco
rded service incident action plans ensuring timely and effective repair results.
Attended over 200 certified training classes and service technique seminars to b
ecome a professional Electronics Technical Service Engineer.
Served as an experienced Instructor, Trainer, Mentor and Skills Transfer Special
ist of Computer Technology and Peripheral Equipment maintenance procedures. Prep
ared presentations, created handouts, updating and editing service manuals and c
ourse materials.
Practiced effective cost reducing inventory management techniques of Parts, Tool
s and Quality Control by following and using company guidelines and standards an
d by making recommendations for improvement as needed.
Won prestigious "IBM Means Service" and various other Awards for continuous Out
standing Performance and Customer Satisfaction.
Strong verbal and interpersonal skills. Communicates clearly . Ability to write
clear and concise business-service documents.