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Technical Support Technician

Atlanta, GA
March 19, 2018

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Lenore Clark *** Terrace Trace Lawrenceville, Georgia 30044

Cell: 678-***-****

Proven record of achievement handling any equipment problems and maintenance. Excellent customer skills on the phone or customer facing internal or external. Highlights of Expertise

Electro - Mechanical Technician

Field Engineer for Color and Black and

White MFP - 22 years

Proficient on Fiery Controllers and other


15 years providing Technical Support for


3+ years providing technical support to


3 years experience using Salesforce

1 year of experience using Service Now


Experience writing KCS Solutions

Excellent Communication Skills

Provided escalation information to

engineers in Japan for problem


Education & Certifications

US Navy Basic Electronics School - Orlando, Florida Comp Tia A+ - E4EE11WJ6L1Q2FT9 US Navy Data Systems School - Mare Island, California Comp Tia N+ - TJ9JHHBNEP1Q1WWR US Navy Crypto School - Mare Island, California Comp Tia S+ - ZHHKKYGELQ1Q8DL Career Experience

Senior Lead Technician Ricoh Production Printing Support Center (April 2017 to January 2018 - Retired) Led the newly formed Customer Production Help Line responsible for leading a team to answer incoming calls from customers, answering customers e-mails, RightNow Web correspondence and LivePerson Chats. Responsible for Production Color and Black and White support for South America using Google Translate.

Trained new hires for all duties and responsibilities of the customer support line including Salesforce and then ServiceNow, dispatching and writing KCS Solutions.

Helped customers load drivers, setup Scan to Folder and manage their Multi Function Products.

Encouraged Technicians on the Customer Help Desk to assist on the Technical Support Line while I also took calls from the technicians in the field.

Interfaced with management to give our customers the best experience possible. Senior Systems & Technical Specialist - Ricoh Production Printing Support Center (November, 2008 to March 2017)


Responsible for incoming calls and e-mails from technicians in the field. Documenting problems and if needed getting the required documentation and samples for escalations.

Product lead for the Pro C900/C901 series and Pro C7100 series for the PPSC.

Acted as a liaison between the PPSC and Ricoh Japan.

Conducted bi-monthly conference call with 250 to 300 participants. Created Powerpoint presentations documenting new problems and resolutions.

Senior Systems & Technical Specialist IKON Digital Support Center (February 2004 to November 2008) Responsible for incoming calls for Konica Production Color Printers, Canon High Volume Black and White copiers and printers and Kyocera MFPs.

Documented and wrote solutions using Clientele.

Corrected and approved my teams mates solutions.

Lead Product Specialist for Kyocera products, conducted Kyocera conference calls for IKON technicians and interfaced with sales to help in offering IKONs newest product. Master Field Technician and Technical Specialist IKON Office Solutions (May 1995 to November 2008)

Handled a machine base of 500 machines traveling 40,000 to 50,000 miles a year in the North Georgia marketplace. Responsible for accurate parts inventory and keeping a fully stocked tool box.

Provided Field Training for technicians on the Canon Team.

As a Technical Specialist I was responsible for putting out “Fires” in the filed and handling problem accounts.

Responsibilities included setting up the customers Multi Function Products and assisting the customer with putting their equipment on the network.

Duplicating Products (April 1982 to May 1995)

Shop Technician for first 2 years responsible for setups and machines brought in to be fixed or refurbished.

Managed parts inventory and ordering.

As a Field Technician I managed a large machine base in the Gainesville area including copiers, and fax machines.

US Navy Petty Office 3rd Class ( February 1978 to July 1981)

Helped to maintain battle mock ups at FCTCP San Diego to provide training for sailors.

Worked on computers, teletypes and crypto equipment.

Honorable Discharge

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