Field Service On-Site

*** ******* ***** ****, **** Branch, Tn. ***** 423-***-**** **********@*****.***

Kevin D. Merritt

Experience

Jan. 4th 2010-June 2020 Pervacio, Inc. Dulles, Va./Dallas, Tx./Seattle

Wa./Bristol, Tn.

Manager - Field Service Operations U.S./East

Pervacio Inc. was a software company that focused on Mobile devices such as cellular phones and tablets. Our SaaS platform cell phone data wiping portfolio included software that cleared all personal information and reset the device to an out of box state. We also had software that would perform a diagnostic test to help operators be more consistent. Software that would compare the device to a known clean device to ensure the device was free of content before shipping to the end customer. Our software included many functions within the main function to help our customers operators perform their duties faster and more accurately forcing us to constantly search for new ways or features that would help our product be more unique and help us stand out in our field.

Started duties as the On-site contractor at Touchstone Wireless, in Bristol, Tn. Here I was able to become familiar with the software while working with Touchstone/Brightpoint employees to work through issues and train new users on how to use the software properly. I was able to work with the Pervacio Engineering team to successfully upgrade our software from single device processing to multi-device (7 individual lanes for 7 unique devices) which increased usage of our product tremendously. I was also able to work with the Engineering team to bring forth the need for a Content Check type of software and an SDCard wipe solution. I set up a section of stations and supervised a small group of Touchstone/Brightpoint employees where we processed SDCards. At the end we were processing 14K+ units daily.

After Brightpoint closed the Bristol facility, I was tasked to staff a team and source an office for daily operations. This was later expanded to include field services, OEM support, and individual device certifications.

I traveled to existing customers to provide support and consultations and to “up sell” new Pervacio products. With my unique background, I was able to work with our customers and potential customers Engineering teams translate their needs and come up with ideas for potential new products or features for existing products. I would then compile all of the gathered information and submit to our development team for approval. Upon approval, I would work closely with our gui development team to work through bugs and process flow.

I traveled to new and/or potential customers and worked with all levels of employment from operators to Presidents and CEOs to provide consultation and to provide working demos and demonstrate how our product could or would be used in their processing

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Kevin D. Merritt

environment.

Schedule support, on-site training and troubleshooting for various customers and various products. This was achieved in person and remotely using programs like TeamViewer, Zoom and GoTo Meeting.

Worked diligently with the development department to improve the existing platform and correct bugs and other reported issues.

Position required extensive travel within the United States and Globally. Nov. 2002-March 2009 Image 1 Wireless / Touchstone Wireless LP Bristol, Tn. Engineering Department Manager

Was with the company during an extensive growth period. Started as a tech, became Training Technician, furthered on to Lead Tech, followed by Production Supervisor, then 2nd shift Manager, then increased my responsibilities as a Support Engineer, then finally pioneered the Engineering Department manager position.

Duties as a technician included, but not limited to: trouble-shoot and repair, refurbish cellular phones. Provided OJT (on the job training) to all new tech hires.

Duties as a Lead Tech involved technician responsibilities along with: providing support for techs, keeping up with production numbers and assigning overtime as needed to fulfill orders. Keeping materials demand and planning production according to supply and demand.

Duties as Production Supervisor included Lead Tech responsibilities along with: daily production numbers, attendance, discipline, reported to the Production Manager to ensure production numbers.

Duties as 2nd Shift Manager included all other responsibilities along with: ensuring that the building was locked and secured at the end of the shift. Ensuring that the nightly production is met to fulfill the following day’s demands. Early detection of parts problems that would incur for the following day. Ensuring that the facility was prepared for visits from prominent people the following day.

Duties as Support Engineer included, but not limited to: creating work instructions and SOI’s. Trained new hire technicians to disassemble and reassemble cellular telephones, trouble-shooting and repair for more experienced technicians, level 3 diagnostics and repair for more senior technicians. Trained the flashing technicians how to properly flash various devices. Set-up and diagnostics of all equipment used in the facility.

Duties as Engineering Department Manager included Support Engineer responsibilities along with: Attended daily production meetings to ensure equipment was properly configured for the day’s production. Attended Quality meetings and wrote CAR’s and created corrective training programs to combat the quality issues previously seen. Was in charge of all equipment’s calibration and general maintenance. Was in charge of all technical audits. Led OEM auditors around the facility while explaining our processes

(Never failed an audit). Was dispatched to all other facilities before and during OEM audits to ensure that facility passed.

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Kevin D. Merritt

Managed the Training Department along with the Engineering department.

Led in the creation of the training department along with a set criteria and standard for training across four facilities.

Attended numerous company provided training including: Management training, Project Management training, First Aid, ISO 9001 auditing. Attended OEM’s for technical training. Obtained Kyocera Level 5 Master Technician status. Attended IPC-7711/IPC-7722 CIT for Trainers.

Was an acting member of ACT (Alltel Commitment Team). A team created to ensure that the customer was fully satisfied.

Was an acting member of the Safety Committee.

Efficient with Windows programs including Office.

Position required travel.

Jan. 1999- Apr. 2000 Page Link Kingsport, Tn.

Pager Technician

Troubleshot, repaired, and refurbished pagers. Backed up and maintained paging servers at our facility.

Sold paging and cell phone contracts.

Provided on-site service for paging services that we provided to other companies. Oct. 1997- Apr. 2002 Champion Distributing, Inc. Johnson City, Tn. Vending Technician

Troubleshot, repaired, and refurbished vending machines, dollar bill validators, and coin counting machines.

Stocked and maintained several large grocery stores.

Drove route truck, stocked convenience stores and vending machines while maintaining a low stale count.

Education

2001

Education

1996-1997

Northeast State Community College

Southwest Virginia Community College

Blountville, Tn

Richlands, Va

Computer Electronics Diploma

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Kevin D. Merritt

Graduated Magna Cum Laude

Emphasis on Computer Hardware / Software installation and repair, Networking, Fiber Optics, Optical electronics, Programming PLCs and Digital electronics 1995-1996 Southwest Virginia Community College Richlands, Va Electronics Servicing Certificate

Graduated Cum Laude

Emphasis on Electronic fundamentals and repair

1994-1995 Southwest Virginia Community College Richlands, Va

Studied Education and General Studies.

1993-1994 East Tennessee State University Johnson City, Tn

Studied Computer Science and Criminology.

References

References are available upon request.

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