Manuel Aguilar

2012 - 2022

• Managed excellent customer service experience traveling throughout the US maintaining smooth CBCT radiology equipment installation 95% of the time by working the installation, calibrating, and seasoning the equipment before initial use, and also training the customers on the essential maintenance of the radiology equipment.
• Traveled to Benco's east coast main office yearly to share field knowledge and enhance technicians' understanding of our devices. Improved their installation and troubleshooting processes, enabling them to access our live queue board for real-time visibility into tiered escalations and high-priority customer cases.
• Enhanced MSSQL/PostgreSQL backup procedures by 20% by implementing HDD partitioning and separating image storage from meta-data information, ensuring more efficient and secure backups.
• Represented the Technical department and supported the Sales/Marketing team at various east coast tradeshows, such as AAO-American Association of Orthodontists, Yankee Dental Congress, Greater New York Dental Meeting, Thomas P Hinman Dental Meeting and Exhibition, and AAOMS-Dental Implant Conference. Assisted Spanish-speaking customers, mitigated risks, reduced costs, and streamlined operational processes to create an exceptional tradeshow experience.
• Improved dealer training by 80% through the introduction of hands-on training, implementation of assessments, and integration of surveys to gather feedback for continuous improvement.
• Build and maintain strong customer relationships by delivering high-quality service, demonstrating professionalism, and effectively communicating technical information. Ensured customer satisfaction by promptly addressing their needs and concerns with exceptional customer service.
• Conducted manual functional testing for system change requests, defects, and requirements to ensure optimal performance and reliability.
• Achieved an 80% increase in client sales by strategically replacing competitor products and customizing customer support protocols to enhance overall satisfaction.
• Redesigned heavy-duty traveling cases to safely transport radiology equipment valued from $40,000 to $200,000 to various trade shows across the US. Streamlined packaging and improved breakdown/setup procedures, resulting in a 95% reduction in device wear and tear and enhanced workflow efficiency.
• Set up and configured LAN networks to integrate radiology equipment in commercial and private dental offices seamlessly.
• Increased customer support ticket closures by 50% by reassessing the troubleshooting workflow and creation of new standard operating procedures (SOPs).
• Traveling abroad to facilitate and execute flagship branch training program/dealer training at our Spain Branch Office. Establishing rapport through face-to-face interactions with our branch office. Evaluating and enhancing basic training procedures for all devices and associated software. Sharing data, insights, and solutions for future collaborations.
• Expertly resolved issues related to PCs/Servers/ThinClients/Laptops connecting to X-Ray devices (CBCT, PANO, CEPH) with fiber optics/frame grabbers/ethernet/SCSI/serial(db9) connections.
• Assisting doctors and staff in cleaning, adjusting, and troubleshooting issues related to imaging discrepancies in their radiology equipment, including PANO/CBCT/CEPH/INTRA-ORAL images.
• Maintained accurate and detailed service records, documenting work performed, parts utilized, and time spent on each task. Prepared comprehensive service reports and documentation, including findings, recommendations, and follow-up actions required.
• Stay updated on the latest industry trends, technologies, and best practices related to the equipment or systems serviced. Proactively identify opportunities for process improvements, cost reductions, or service enhancements and contribute to their implementation.

Traveled to Benco's east coast main office to impart them with field knowledge while familiarizing technicians with our devices and improving their installation/troubleshooting process when helping onsite technicians. Giving them the ability to view our live queue board viz to show the tier/escalation/hot customer process on the fly for full immersion of the situations.

Accomplished customer support presentation at the Vatech Czech branch in order to impart the growth and success of the US branch. Establishing rapport with our branch office in face to face interactions. Reassessed the basic training procedures regarding all our devices and their pertaining software. Went through common issues and their solutions at the time and shared new lines of data repositories for future collaborations.

Executed training to communicate the field knowledge while familiarizing technicians with our devices and improve their installation/troubleshooting process when helping onsite or remotely. After relaying and discussing the materials/presentation, we created mock situations that technicians commonly have to deal with (which we previously discussed), and had all the attendees get together to solve the created issues, to make sure the information is ingrained.

Traveling throughout the east coast to different tradeshows. Setting up, breaking down, working the floor aiding with Spanish speaking customers, while representing the Technical department, and assisting the Sales and Marketing department. Making sure all issues are circumvented, mitigating risks while reducing costs, improving operational processes to present a fully functional well oiled tradeshow booth for our customers.

Executed technical training for our dealers at the Fort Lee, NJ location. The purpose of the training was to familiarize technicians with our devices and improve their installation/troubleshooting process. Giving them hands on experience on common mistakes and solutions on devices they install and troubleshoot in the field. Passing down knowledge from my own past experiences to help future techs in their installation/troubleshooting journeys.

Accomplished training of the Spain branch office in order to impart the growth and success of the US branch. Establishing rapport with our branch office in face-to-face interactions. Reassessed the basic training procedures regarding all our devices and their pertaining software. Went through common issues and their solutions at the time and shared new lines of data repositories for future collaborations.

Re-engineered new heavy-duty traveling cases in order to safely transfer $40,000.00 ~ $200,000.00 radiology equipment to all tradeshows across the US. Making sure to keep the packaging of the device as streamlined as possible, which involved creating new cases that would allow the device to be compressed just enough to keep it from damage in transit and keep us from breaking down the equipment all the time to ship from city to city. Not only would it help 95% on the device wear and tear but it would also speed up our setup or breakdown process in general.

Google Data Analytics Certificate

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Google IT Automation with Python Certificate

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Diploma in Internetwork Engineering

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