Experienced Master Service/IT Technician with over 15 years of experience in technology industry. Excellent reputation for resolving problems, improving customer satisfaction, and driving overall operational improvements. Consistently saved costs while increasing profits and customer service.
OPERATING SYSTEMS: AOS/OSX (Sierra), iOS, Windows 7/8/10/XP, Vista, Windows Server 2008, 2012 RE.
EFI Fiery: Digital, Workflow, Navigator, Pro, XF, Color, Imaging, Me Cloud/Mobile, Self-Server, Payment.
E-Commerce and Web-to-Print.
WIRELESS: Apple and Android Smartphones, Access Point, Bridges, Bluetooth, Wireless Networks, Wireless Routers/Adapters.
APPLICATIONS: MS Office, Exchange, Publisher, Visio, VMware, Great Plains, Jira, Agile, Jenkins, Parallel, Android Studio, Darkroom, Adobe Suite/Pro, Pully, Solid works, Atlasssian, Dropbox, UEye Cockpit Optical
NETWORKS/PROTOCOLS: TCP/IP, HTTPS, DHCP, DNS, SMTP, LAN/VLAN/WAN, Ethernet, Routers, Firewalls,Switches and VoIP
- Awarded The National Society of Collegiate Scholars
- Graduated with 3.89 GPA
- Coursework in subjects Wireless Networking,Cyber Security,Cryptography, System Security and Migrating Threats
- Awarded Employee of the Year FY:09 Master Color Technician
- Received several letters of commendation for exceptional performance
Holland, MI, 04/2018 - Current
- Communicated issues to supervisor and helped develop solutions.
- Maintained fleet vehicle in good working order by following preventive and corrective maintenance schedules.
- Explained estimates and determined repair timelines to manage customer expectations.
- Troubleshot and diagnosed faults with copier components using OEM-specific code readers, diagnostic diagrams and online knowledgebase.
- Completed customer service orders and warranty services according to company specifications.
- Procured, organized and managed parts inventories.
- Responded to customer telephone calls, emails and in-person requests for assistance.
- Maintained compliance with dealer and manufacturer standards for warranty repair and copier equipment
- Diagnosed malfunctions and developed effective resolutions with minimal oversight.
- Managed installation, upgrade copier equipment and provided on-site direction for network and firmware upgrades according to manufacture.
- Managed and monitored all copier equipments to the highest level of availability.
- Worked closely with customers, internal staff to determine planning, implementation and integration.
City, STATE, 07/2014 - 05/2018
- Effectively supervised staff personnel by implementing company policies, protocols, work rules and disciplinary action.
- Entered data into Jira and Great Plains Software, implementing tight safeguards to secure company information.
- Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
- Improved productivity while reducing staffing and operational costs.
- Modernized and improved operational procedures to increase efficiency and profitability while tightly controlling costs.
- Used expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Used strategies to promote exceptional customer service and create positive environment for employees and clients.
- Chaired weekly meetings with executive leadership to identify opportunities for improvement, establish milestones and tailor products line.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Conducted forecasting to determine possible changes and issues for supply chain business.
City, STATE, 07/2013 - 05/2014
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
- Maintained excellent attendance record, consistently arriving to work on time.
- Increased customer satisfaction by resolving product and services issues.
- Managed quality assurance program, including on-site evaluations, internal audits and customer surveys.
- Developed team communications and information for new upgrades for manufacturing .
- Resolved optical problems, improved operations and provided exceptional client support.
- Implementing cost-saving initiatives that addressed long-standing problems.
City, STATE, 04/2007 - 09/2011
- Reviewed technical documentation to complete equipment maintenance and repair.
- Installed new Ricoh and Konica Minolta, Lexmark equipment and explained operation and routine maintenance protocols to customers.
- Diagnosed equipment malfunctions by analyzing technical data using dealer website for new applications.
- Investigated and troubleshot OEM product line issues weekly.
- Provided technical support to troubleshoot, repair and maintain operational efficiencies in copier equipment , mechanical and electrical
- Managed all on-site and off-site installation, repair, maintenance and test tasks.
- Performed annual service visits and completed preventative maintenance on all systems.
- Maintained company vehicle with routine maintenance
- Demonstrated to customers proper methods for operating equipment after it had been installed.
- Discussed and recommended service options with customers and explained costs involved.
- Interacted with all necessary partners including vendors, upper management and peers.
- Provided telephone support to customers by determining cause of issue and explaining most effective solution.
- Positively engaged with customers and maintained professional appearance at all times as company representative.
- Provided exemplary customer service on each field visit according to Documation's guidelines.
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Job Titles Held:
- Master Service Technician/IT Technician
- Optical Lab Supervisor
- Optical Lab Technician/Calibration Technician II
- Field Service Technician
Degrees
- Associate of Arts
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