JERAMY A.

HAMMER
Milton, VT 05468
Cell phone: 802-318-1202
hammer11@earthlink.net


SUMMARY OF QUALIFICATIONS
Technical Customer Support Engineer known for consistently improving customer satisfaction by driving process and
design changes to meet customer needs
Skilled at supporting individual customers, proactively responding to customer wants and needs to maintain and
improve business relationships
Demonstrated customer focus, tracking problems to completion, documenting repetitive problems and acting to
prevent reoccurrence
Leader in multiple product disciplines including marketing, design, test, quality, production, customer support and
training

TECHNICAL SKILLS
Software: Microsoft Office Excel, PowerPoint, Word, Outlook, Project; Lotus Notes email and
problem tracking; Rational ClearQuest and ClearCase (problem and change tracking),
SAS (Statistical Analysis software), HTML, LDRA, EstiTrack
Programming languages: FORTRAN, APL, Assembly Language, TCL, Shell programming (Kshell, Cshell, Bash
Tshell), SQL Server 2008 Transact SQL, Perl, C
Operating Systems: HP-UX11, Sun Solaris, IBM UNIX, Linux, Windows
Semiconductor design tools: IBM, ModelSim, Cadence, Synopsys, HSPICE

PROFESSIONAL EXPERIENCE
Customer Service Representative
Provided customers with requested information about their health care coverage, benefits, costs and payments
Assisted customers using the Vermont Health Connect website.

Design & Software Engineer
Implemented FAA DO-178 Software Certification for helicopter fuel gauging systems using LDRA tools to track
requirements and verify test coverage
Created, debugged and tested embedded software for fuel gauge indicator using C programming language and
PIC18F microprocessor
Created test harnesses and programmed test equipment for fuel gauging component test equipment using Visual
Basic
Tested and debugged fuel quantity gauging hardware: AC and DC probes, analog and digital signal conditioners and
analog and digital indicators
Implemented Software configuration management system and drove LMS configuration management plan
Responsible for engineering team updates to LMS Lean Development process for AS9100 certification

Applications and Customer Support Engineer
Maintained consistent customer satisfaction improvement debugging and resolving customer calls as part of software
support help desk and call center team
Coordinated hotline problem resolution, root cause and final fix across multiple business organizations including
customer, software support, management and software development teams to drive problem prevention
Led technical account relationship for largest Electronic Design Automation (EDA) customer, improving overall
communication and customer satisfaction using internet and customer focus
Chosen to lead customer advocacy program responsible for customer satisfaction level for all EDA customers
Authored tool documentation, tool alerts, FAQs and training documentation for knowledge database to keep
customers aware of issues, prevent fails and assist customers using software tools
Enabled customers to meet deadlines by providing training , demos, and hands on practice with chip design tools
Planned, implemented and managed design automation tool testing across multiple organizations to minimize overall
resource use and guarantee product quality
Prevented software fails by driving interface between the IBM EDA tool development and support teams with the
technology design product team
Proactively implemented and updated software toolkit order and documentation websites assisting customers to keep
tool patches current and review tool documentation on line
Organized, implemented and maintained design tool install for 18 international and vendor IBM Field Design Centers
coordinating with local personnel to keep tools in sync for multi-site customer teams and prevent design errors.

Technical Marketing Engineer
Collaborated with marketing teams on specific customer accounts to support customer technical inquiries and drive
product improvements to increase or maintain customer satisfaction.
Responsible for significant improvement in business relationship with key customer , helping them see that what had
been a fixed process could be adapted to their process rather than just forcing them into fixed process.
Handled individual account relationship documentation and project schedules to assist marketing account managers
Tracked and resolved issues as they arose during product manufacture and use, making sure the product met and
exceeded customer requirements, schedules and resource
Partnered with product marketing teams to drive sales of a major product including facilitating product demos,
assisting beta customers, and developing product documentation.

Quality Assurance Engineer
Led qualification of .25 um Application Specific Integrated Circuit (ASIC) product; verifying quality, yield and
performance specifications; releasing product to customers on schedule and performance target
Verified base technology and reliability using inline parameter database; conducted failure analysis and correction of
inline manufacturing issues at all product levels to keep six sigma processes on track.
Led initial Six Sigma quality process and analysis implementation, tracking inline parameters, yield analysis and
reliability improving overall product yield
Team coordinator for initial ISO 9000 implementation

EMPLOYMENT

EDUCATION
Georgia Institute of Technology, Atlanta, GA
BS, Electrical Engineering and Computer Engineering
Certificate with honor

CONTINUING EDUCATION
Ops A La Carte, Santa Clara, CA
Certified Reliability Engineer (class)
KnowledgeWave
- Maintaining a Microsoft SQL Server 2008 Database (6231A)
- Implementing a Microsoft SQL Server 2008 Database (MS6232)
- Network+
Villanova University, Villanova, PA
Six Sigma Green Belt
Maximus VT Healthcare Call Center, Burlington, VT Customer Service Rep 3/2014 6/2014
Dominos Pizza, Milton, VT Delivery Driver 10/2013 4/2014
Liquid Measurement Systems, Georgia, VT Electrical Engineer 2011 10/2013
Pizza Hut, Essex Junction, VT Delivery Driver 2009 2011
IBM Systems Technology Division, Burlington, VT Engineer 1981 2009