Fred Owens

Experience

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  HP

  Jan 2001 - Jan 2012

  • Promoted to oversee several dedicated smaller customer accounts, utilizing support ticket, call center, and knowledge-based systems to expedite customer service. • Managed projects such as hardware upgrades, and firmware deployments, ensuring projects were completed on time and under budget. • Installed, configured, and deployed servers and operating systems with strict attention to detail. • Performed backups, installed operating system patches, and maintained server and storage hardware. Show less

  • Account Support Hardware Engineer

    Jan 2007 - Jan 2012

  • Datacenter Hardware Specialist

    Jan 2004 - Jan 2007

  • Field Customer Engineer

    Jan 2001 - Jan 2004
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  Hewlett Packard Enterprise

  Jan 2012 - Jul 2018

  Mission Critical Hardware Engineer

  • Promoted to provide exceptional customer service while managing 6 accounts for large and small customers. • Mentored and served as lead engineer and provide subject matter expertise on 15 products. • Conducted troubleshooting and resolve issues in a timely manner to enhance customer satisfaction. • Assigned duties and activities to contractors, ensuring all staffing needs are met. • Provided project planning, create checklists, and verify each step has been completed to increase project efficiency. • Communicated fixes to upper management and to the customer, the steps taken, and the resolution to increase customer knowledge. • Trained contractors and other new hire engineers on processes and procedures to increase staff skill levels. Show less

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  Unisys

  Jul 2018 - now

  Mission Critical Hardware Engineer

  • Retained through major outsourcing transition, providing essential aid to Hewlett-Packard Enterprise. • Conduct in-depth assessments of processes, delivering improvements which have reduced costs by up to $12K. • Establish custom-tailored procedures to optimize organizational coordination and communication.