Technical Support Technician
Resume:
William "Bill" Edwards
***** ********* **, ******, ** 92782
***********@***.***
PROFILE Strong foundation in photography, digital imaging, printer technologies, color management, and computer hardware/software troubleshooting. Extensive knowledge of business operations and the requirements of a customer-focused service group, with thirty-seven years of experience within the photographic and graphics industry. Knowledgebase includes supporting a technical service group as a liaison between sales and marketing, as well as working directly with national account customers. Skilled with relating technical instruction to accommodate varying skill levels and experienced managing a technical service group, conducting cost and efficiency analysis reporting. Capable of independent sales with positive follow-through. Proficient with high production printer system hardware and software integration, as well as support. Comfortable with data analysis and conveying customer feedback to sales and marketing staff. Skilled with front-end rendering systems integration and quality assurance procedures requiring timely and accurate reporting to a development group. Extensive background in digital imaging capture technology, optics, scanning, and photographic printing, along with technical marketing management, product development, including product management experience. Personal interests include cinematography, film history, fine art, landscape, nature, and travel photography. Additionally, an avid audiophile with audio engineering experience. Proven track record of initiative and industry recognized achievements. Familiar with various traditional photographic film formats and processes. Experience in audio-visual editing and format encoding. Over thirty years’ experience with analog and digital electronics circuit troubleshooting that include fifteen years of field experience in troubleshooting electro-mechanical photographic lab production, laser exposure and inkjet/toner-based technology printer systems with an industry-renowned technical support group. Managed helpdesk support and regional dispatch for the west coast field support group possessing adept interpersonal skills capable of positively motivating others towards group goals. Technical sales support with sales experience comfortable with educating customers.
Installed the first operational Fujifilm Frontier 370/570 lab printers in North America. Active Fujifilm GFX and X-series photographer, with experience in conveying technical imaging guidance supported by a document writing background with an emphasis upon engaging visual presentations.
EDUCATION
Master of Fine Arts – Photography - Summa Cum Laude Brooks Institute of Photography: Santa Barbara / Ventura, CA Culminating document thesis published “Inevitable Collapse” Bachelor of Arts Photography – Cinematography
Brooks Institute of Photography: Santa Barbara, CA Departmental award recipient for graduate project. Recipient of Brooks Institute student scholarship sponsored by Fuji Photo Film USA, Tokina Ltd. and Dean Collins. 1st place recipient of Brooks Institute 1st annual Film Festival, music video category
A+/CompTIA / Network +/ MCSE Windows 7/10/11 Certification EXPERIENCE Fujifilm North America Corp. – Senior Technical Product Specialist Cypress / Tustin, CA
Technical Marketing Manager – Supporting Costco Wholesale and (IPI) Independent Photographic Imaging Group
Technical Product Specialist Frontier Lab and Epson Wide Format Printer Systems
• Sales and marketing support with product introduction through lifecycle.
• Technical Product Specialist – Imaging lab printing software / hardware support for key national accounts.
• Hardware integration, Windows base OS, core application evaluation and quality analysis.
• Technical documentation writer.
• Media testing specialist. Color management expert.
• Third and fourth level support to national field support staff.
• Epson wide format SC P-Series/P7370/P6000/7890/product specialist.
• Communication / documentation of technical trends and escalated issues.
• Service call data analysis from TOI / KPI, trend analysis.
• Technical instructor for Frontier Lab Systems / Epson WFP hardware and media evaluation.
3/2007 – 5/2025
Fuji Photo Film USA, Inc. - Technical Field Specialist Cypress / Tustin, CA
• Instruct and evaluate field technical staff with product installation and repair.
• Provide third level field supporting sales for service group covering Western United States.
• Manage sales escalations with thorough documentation.
• Document and communicate escalated issues to product specialist and engineering group.
• Handle escalated field issues through completed resolution.
• Support software development group with hardware integration issues.
• High production lab printer system installation and break / fix repair specialist.
• Pictrography and frontend RIP systems third level support for Adobe, Pixar, ILM and EFI.
• Trade show installation, demonstration and sales support. 3/1999 - 3/2007
Fuji Photo Film USA, Inc. - Field Support Representative, Lead Help Desk Support Management and Dispatcher and Lead Technical Instructor
Cypress, CA /Scotts Valley, CA
• Oversee help desk operations and handle daily field technician dispatching.
• Provide technical instruction for field technical staff as well as operational for customers.
• Operations and maintenance instruction for analog and digital color lab printer equipment.
• Color photographic lab quality control and chemistry analysis troubleshooting.
• Cover district manager vacations managing field staff operations.
• Trade show installation, demonstration and sales support. 8/1993 - 3/1999
CPS Commercial Photography
Anaheim, CA
• Large format photography. Commercial product lighting and graphic layout design.
• Commercial photography for graphic pre-press, location and studio set photography.
11/1992 – 8/1993
SKILLS • PC (Windows OS)/Macintosh Systems (MacOS / iOS)
− Applications: Adobe Acrobat Pro, Adobe Camera RAW, Adobe Bridge, Adobe Photoshop, Adobe Lightroom, Frame io, DXO PhotoLab, Nik Plug-in Suite, Capture One, Avid Studio, Premiere, Audition, X-Rite i1Profiler, Photo Mechanic, Archive Media Authoring, Darkroom Pro, Microsoft Office Professional Suite, Google Suite, Color Think Pro (Profile Analysis).
− Astea / Salesforce / Agile
− Electromechanical diagnostic testing and troubleshooting specialist.
− PC hardware/software troubleshooting and repair.
− Specialized in building custom high performance rendering PC systems.
− Nvidia DLSS configuration. Overclock cooling testing and diagnostics.
− HTML 4.0 / CSS / JavaScript development certified.
• 8x10, 4x5, 2 1/4, 35mm film camera photography.
• DSLR and mirrorless digital camera photography.
• Fujifilm GFX / X-series photographer.
• Black & White (D76) and color film(C-41/CN-16) processing and printing (RA-4/CP48/49)
• Canon / Epson P-Series/ Pro CAD series wide format roll and cut sheet ink jet printing
• Aqueous, UV, solvent and toner-based technology understanding.
• ICC color profiling specialist.
• Archival print matting and framing.
• Digital Asset Management. Metadata image coding. Storage solutions specialist.
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