Field Service Specialist

Michael A. Jones

New York, New York ***** • **********@********.*** • 916-***-****

Service Specialist / Technical Lead

Skillful professional with technical experience and demonstrated management leadership and support of office products and computer networks.

— Key Qualifications —

• Certified on HP, Savin, and Konica-Minolta printers, copiers and multi function devices.

• Received expert level certification on color systems and networking devices; as well as multiple silver and gold awards for training excellence.

• Certified on HP products and received HP APS for LaserJet and DesignJet products.

• Highly focused and results-oriented in supporting complex, deadline-driven operations; identify goals and priorities and resolve issues in initial stages. Professional Experience

HP Inc. – New York City, N.Y.

Field Service Supervisor, 2/2017 to current date

Support HP’s Field Service Operations Team as a “Supervisor”, Field Service Technician. With my extensive knowledge of devices, I am able to sub in for other technicians on difficult jobs. I work on LaserJet, DesignJet, Stand-alone scanners, Copiers, and troubleshoot network problems with these devices. I also help train users on operation and run installation jobs. Ricoh USA – Sacramento, California

TECHNICAL SPECIALIST, 12/2011 to 8/2016

I directly supported the Regional Account Manager’s, under the Ricoh Managed Services Department. Assisted technical service teams on complex service and install problems. I also maintained Site Procedure Guides, Monthly Operations Reports, and vacation calendars for sites across the N. CA. region. Assisted in billing verification and submitted final billing. Provided training in printer management and assisted sales teams’ monthly and quarterly strategy meetings. Selected Contributions:

• Served as regional subject matter expert in print mgt. and SAAS functions.

• Instrumental in new hire training and supervision at N. CA. sites.

• Setup Managed sites with MPS reporting tools such as Web Jet Admin, and FMaudit. Caltronics – Sacramento, California

COLOR SYSTEMS AND IT PROFESSIONAL, 12/2006 to 12/2011 Installed and repaired computer networks, HP, Konica-Minolta, BW and color systems, network printers and MFP's. Submitting sales leads to management and completing upgrade sale orders. Sold printer contracts to new and existing customers. Repaired network issues and trained customers on full PC print work flow and connectivity; including print, scan, and fax functions. Continued…

Michael A. Jones ••• Page 2

Selected Contributions:

• Managed a territory of 300+ devices, covering a region of 80 square miles.

• Started up an HP service division with my HP APS designation. Caltronics became an ASP. The Scooter Store – Sacramento, California

SERVICE MANAGER II, 8/2003 to 12/2006

Constructed service department from the ground up, servicing products, delivering purchases to customers, prospecting new customers, scheduling routes, maintaining company vehicle, and managing inventory. Promoted to Service Manager after one year with company. Completed crosstraining to obtain certification as Harmar lift and ramp installer. Negotiated product rates with vendors, lowering costs substantially.

Selected Contributions:

• Instituted nationwide service plan, reduced service costs by millions of dollars nationwide. Increased revenue by 200k a year with lift and ramp sales from our marketplace. Inland Business Systems – Sacramento, California

SERVICE TECHNICIAN II, 2/1998 to 7/2003

Serviced various office equipment; including Savin and Konica/Minolta Copiers; analog and digital faxes; HP printers and faxes; and installed/repaired network printers, routers, hubs, switches, NIC cards, print servers, and scanners.

Selected Contributions:

Certified by HP on over 200 products as well as the full line of Konica/Minolta and Savin/Ricoh business products.

US Air Force – Travis Air Force Base, California

AVIONICS GUIDANCE AND CONTROL SYSTEMS SPECIALIST, 6/1993 to 7/1997 Completed comprehensive military electronics and avionics training, including 8 months of classroom instruction and 6 months hands-on maintenance training of aircraft systems. Installed and repaired aircraft systems as assigned; repairing test equipment; learning the proper use of multimeters, hand tools, hydraulic/pneumatic power systems, TDR, O-scopes, high speed data copiers, and power generating equipment. Selected Contributions:

Honor Graduate of 6 month qualification training program for C-5 and C-141 aircraft systems; including learning how to read schematic diagrams and extensive instructions on repair. Flew with Crew Chief in direct support of overseas aircraft. Educational Background

ITIL Foundations and Network+ Certification Pending 300+ HP Product Certifications

Greeley Central High School, Diploma - 1993

CA. State University of Sacramento, General study – 2002 to 2003

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