Service Representative Parts Technician
Resume:
Mike Moore
Service Manager/ Tech Leader/Customer Liaison
Maryland 21638
********@***.***
Security plus 601 certificate
Authorized to work in the US for any employer
Work Experience
Team Lead Tech Support East -SMIT/ CDW-G
CDW-G Navy Yard - Washington, DC
July 2021 to Present
• I'm a Service manager, project manager, company liaison with client and vendors on administrative and technical matters in person, through phone conferences, outlook and Microsoft Teams.
• I currently oversee manage, help diagnose equipment problems that my field technicians are servicing via Microsoft teams, outlook, and by phone in the field. This includes configuration, maintenance, Logistics, troubleshooting and/or repair of VTC, Xerox, HP, Ricoh devices in DC, VA, PA, MD, and NJ.
• At the start of my new position and currently, I've onboarded all the employees in my eastern region territory. Completing their NMCI Clearance, PIV Cards, HP Service manager account activation/training, and administration training. I've provided all the contract/SLIN info provided to me by my managers and trained my employees to understand all the contract/SLIN offerings that we cover. I set up technician training classes for HP service school/repair certification and set up their remote site locations with the Prime contract site leaders that work for Leidos. I made the Navy Yard in DC operational first and then continued to onboard and train technicians and place them in the other Naval bases throughout my eastern Region territory.
• I'm Responsible for addressing VIP, and all escalated break/fix issues throughout my territory and the VIP, VTC team calls me directly.
• I Clearly communicate admin, technical service information and performance expectations to my staff in my weekly staff meeting.
• We are Advised of customer and convey technical changes in the daily staff meeting with the other tech territory leaders and we follow my regional managers direction of changes in hardware or software, service delivery offerings and information.
• I work with CDW leadership to develop strategies for field service, large machine installs, configuration, and deployment of technicians, fleets of equipment that are being deployed throughout my territory and alerted of new Navy client Line quotes that are headed to my queue during my daily field service operations meeting.
Senior Print Technician
Hughes Group - Pentagon,VA
September 2017 to August 2021
I worked in the Pentagon for the armed forces, Chief of Staff serving HP, Canon, Lexmark, Xerox and all other brands of digital Copiers, Laser printers, MFP, and Wide format devices. These devices were black and white and color from desktop to 90 pages per minute. I have Canon, Lexmark, Samsung, training certificates, and HP wide format also. We used the Remedy ticketing service software program. Senior Field Technician
Heritage - Delaware
October 2016 to September 2017
I worked for an authorized Canon, Kyocera, and Hewlett Packard dealer. I serviced color desktop and console copiers and printers up to 85 pages per minute. My territory spanned from Wilmington DE to Salisbury MD. Service calls were assigned through remote tech via my company cell phone. I used my phone, laptop to upgrade firmware, visit manufacturers sites for ordering of parts, technical info, and online training. I kept a parts inventory in my vehicle, toner vac, cleaning supplies and hand tools. I called and trouble shot clients machine problems over the phone and in person to resolve any machine malfunctions, copy quality issues. I replaced maintenance kits, electronic boards, troubleshoot electronics, power problems with my multi-meter. We used the total call process so that service calls were completed the first visit. This drastically cut down on call backs, recalls. I worked closely with my dispatcher, other technicians, and the service managers so clients could be 100% satisfied. Service Manager
Impact Office - Beltsville, MD
December 2015 to August 2016
I was the service manager for a technology company in MD. They are an authorized Canon and HP dealer. The company provides technology, furniture, computer's, managed print services, office supply and coffee break room services to clients throughout MD,DC,and VA. I managed a service department that provided Canon and Hewlett Packard authorized sales and service. I managed a team of employees that include a field service manager, logistics manager, dispatcher, new machine set-up technician/ shop technician, and four field service technicians. I used my management, customer service skills and hands-on technical and previous business owner knowledge to guide my service team. I trained, coached and managed my field technicians daily and had a technician meeting weekly to go over new technical publications and any hands on training they may require. I scheduled technicians for training classes to keep our authorizations current. I used E-Automate to schedule service calls with the dispatcher daily. I used set-up processes to ensure that the field technicians complete five calls per day. I created an Organization plan to stock the technician's vans with parts stock, I managed my employees to organize the warehouse Inventory of new and used parts, part machines, rentals, and loaners. I used the total call process so that technicians completed a total service call first time, this drastically cut down on call backs, recalls. I worked closely with my team and I held daily meetings with my dispatcher to schedule deliveries, and the service call schedule for the next day. I have used my 25 years of experience to help the service dept move in the right direction.
Senior Service Technician
Dept Of Defense A-TECH - Alexandria, VA
July 2013 to December 2015
Responsibilities
I worked for the contract holder for the Dept Of Defense. I worked in the Pentagon and DC/Nova areas. I was a senior service technician and worked in the field at various DOD sites. I repaired and troubleshot multiple Manufacturers lines of equipment. Canon Image runner advanced color and older black and white to 60ppm. Canon wide format, Lexmark full line multifunction to 60ppm full color. Various Ricoh, Sharp, Konica Minolta, Hp and Xerox Laser printers, black and white and full color laser printers up to 60 ppm. The service manager, dispatcher, and parts technician consulted with me to ready various consumables, electronic parts for remedy service call tickets. I contacted Poc's and troubleshot machine problems over the phone, I serviced many VIPs within the time frame and completed service calls the first visit. The IT dept manager consulted with me when information needed to be reset at the clients site machines. I traveled daily to FT Belvoir to retrieve service tickets and parts for clients. Accomplishments
Equipment downtime has dramatically improved, The client has a technician that can service all his different brands of equipment.
Field Service Engineer
DEPT OF TRANSPORTATION - Washington, DC
November 2012 to July 2013
Experience:
I worked in Washington DC on-site at the Dept Of Transportation. I serviced and maintained 300 fully loaded 60 and 70 page per minute digital copiers for 6,000 clients, I was the sole technician on the site, I completed 6,977 service calls in the time i was there. I completed the service calls at a rate of 100% first visit. These devices were in a networked environment. I replaced parts, performed maintenance, replaced electronic boards, troubleshot electronics, soldiered new components, rewired machine card readers. I used a multi meter, laptop computer, and hand tools everyday to keep the clients equipment in operating condition. I ordered parts, machines, supplies, replenished on-site replacement parts. I consulted with clients over the phone and in person to resolve any machine malfunctions, copy quality and computer connectivity issues. I used a laptop computer, I was assigned remedy tickets, and service calls via my cell phone and desk top computer.
Technical Service Representative
CES Customer Engineering Services - Annapolis, MD
May 2011 to October 2012
I Performed field service for Hewlett Packard, Ricoh, and Fuji Film Corp at Walmart Photo labs, and various fortune 500 accounts throughout DE, PA, MD, and NJ I repaired, replaced and installed photo lab touch screen kiosks, software, computers, dvd drives, harddrives, software, various Laser and wide format printers. I Troubleshot and diagnosed HP Ink jet photo printers and corrected software and hardware issues on-site and over the phone. I used my Electro- mechanical and software skills, excellent interpersonal and (telephone) communications skills with the ability to motivate and encourage customers to assist in diagnosing and resolving issues. Product and customer service skill training, including hands on product training. Installation of new photo labs for HP in Walmarts. Strong decision making and teamwork skills. I consulted with peers on situations as well as determined appropriate timing for escalating issues to a specialist, district manager, dispatcher. Ordered parts as needed from HP, Ricoh and Fuji film. Strong computer skills, including the ability to accurately and concisely document troubleshooting and technical information into a service management database via laptop computer.
Self Employed Field Service Technician/Sales Rep
Copymore - Harrington, DE
February 2006 to May 2011
Responsibilities
Perform service on all brands of copiers, faxes, HP laser printers, and scanners in Delaware and on the Eastern shore of Maryland.
Provide price quotes and formal proposals for equipment, mainly Konica-Minolta, Canon, Kyocera-Mita and Xerox. Meet with potential customers.
Set up and demonstrate sold equipment to users.
Manager
K&M Business Machines
September 1994 to September 2005
Responsibilities
We serviced all brands of copiers, fax and printers. We sold mainly Konica, Canon,HP, Kyocera-Mita, and Xerox copiers from 12-90 cpm.
Grew and maintained a customer base. Handled phone calls and assisted customers with whatever questions or problems they may have had with all brands of equipment. Hired, trained and managed two technicians.
Coordinated service calls, ordered necessary parts. Kept track of inventory. Completed service calls on machines that were too challenging for my technicians or when there was overflow.
Composed sales proposals and service contract quotes for new/used equipment and followed up with phone calls and/or visits.
Personally reconditioned machines in shop and recycled toners. Skills Used
Management, Technical leadership, Sales, Administrative, accounting, customer service, entrepreneurship, Business ownership
Education
High school or equivalent
New Dorp High School - Staten Island, NY
Skills
• Management (10+ years)
• Customer Service Representative (10+ years)
• Sales (10+ years)
• Troubleshooting (10+ years)
• Computer Skills (10+ years)
• Technical (10+ years)
• Field Service (10+ years)
• Appliance Repair (2 years)
• Mechanical Knowledge
• Schematics
• Programmable Logic Controllers (10+ years)
• Customer Service (10+ years)
• Microsoft Office (10+ years)
• DoD Experience
• Microsoft Word (10+ years)
• Technical Support (10+ years)
• Firmware
• Help Desk (10+ years)
• Warehouse Management (5 years)
• OEM
• Human capital management
• B2B sales
• Training & development
• Computer literacy
• System design
• Leadership
• Supervising experience
• Assembly
• Soldering (10+ years)
• Air tools (10+ years)
• electromechanical (10+ years)
• System Administration
• Microsoft Windows
• Network Support
• Security Plus 601 Certification (Less than 1 year) Languages
• English - Fluent
Certifications and Licenses
Canon USA technology certifications
January 2015 to Present
Canon Classroom Training I attended virtual classrooms and also live Canon digital classrooms in Texas, and New Jersey. I received certification's
Samsung Digital Copier technology
March 2015 to Present
Attended Samsung 2 week training in Carl stat N.J. completed all technology training and received certification for the 50 and 70 ppm color digital copiers Pros Elite e-automate Management class
March 2015 to Present
I attended multiple pros elite e-automate management training classes. These classes teach managers how to use e-automate service software to better manage the service departments business, service, technicians, inventory, car stock, reports and the total call process. Lexmark International Kentucky
July 2012 to Present
Attended Lexmark Laser and Digital copier technology training class. The training class covered desktop laser printers and digital full color copiers up to 90 pages per minute. I received certification Canon USA technology Certification N.J.
July 2016 to July 2016
Canon digital copier training in Cranbury, N.J. received certification Kyocera In House Training
October 2016 to Present
Kyocera Taskalfa training on all models from 25 to up to 75 pages per minute Color and black and white
Hewlett Packard Certifications
July 2020 to Present
Completed all Hewlett Packard certification and training on-line partner portal training for
Hewlett Packard Certification
July 2021 to Present
Completion of HP Partner portal printer Certifications and Training Wise Knowledge Tool
FutureSmart 4 and 5 Firmware Certification
HP LaserJet Theory and Troubleshooting
HP LaserJet Pro M304M-Through M-429 Service and Support Additional Information
DOD Secret Clearance
Above average computer literacy: MS Word/Office/Power point, Internet, Windows 10 Canon, Samsung, pros elite management training for E-Automate certificates. Hewlett Packard Photo Lab level 1 and 2 Hewlett Packard advanced training. Fuji film administrative management service software training. Full Line Lexmark MFP trained. Secret DOD Clearance References
Bob Mucha- 302-***-**** IT Dept Manager Bay Health Hospital Dover Delaware- I serviced machines in the Dover and Milford Hospitals for Bob.
James Stevens-CES 215-***-**** Wilmington Delaware James was my mentor, Field manager and I learned quite alot from him.
Catherine Jenkins Customer Service Associate- 1-443-***-**** Annapolis MD
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