Customer Service Engineer

Andre Cannon

**** ********* **.

Powder Springs Ga. 30127

Cell: 770-***-****

**************@*****.***

Objective

An immediate contribution toward the growth, and vision of your organization, incorporating my Experience, Know-How, and Skills. Providing the best technical

solutions to meet the customer needs.

Professional Experience

With over 15 years of specialized field service knowledge in Computers, Printing, Networking, Desktop/Laptop Support, and Fax Management Solutions with the ability to multi-task, identify hardware/software problems, implement a solution, initiate an action plan for fast turnaround time, and produce bottom-line results. Strengths also includes: achieving service targets while providing excellent customer service, adept at driving

growth revenues and improving service/sales results, tenacious in servicing

existing and new business, securing customer loyalty and strong relationships.

Continue training up-to-date with the changes in technology to meet the needs of

the customer. Eager to learn.

Digital Imaging/ Tech Support/ Independent Contractor, Norcross GA.

4/2006-Present

Applies extensive knowledge of the job skills, company policies and procedures to complete complex, specialized Desktop/Printer, Networking, and Tech Support assignments/tasks in creative and effective ways. Comprehensive understanding of the general/technical aspects of the job. Works on assignments that are complex in nature and require considerable judgment, initiative, and technical/specialized knowledge to resolve problems and/or develop recommended solutions.

Abtech Solutions Contracting

1/2012-7/2012

Managed operations, servicing commercial and residential accounts. Team effort

in planning and implementing all aspects of troubleshooting, diagnostics, basic

networking installations, and repair for the average small/mid-size accounts.

Up-to-date technical training, and support for new innovative release of

Digital, Scanners, and MFP products.

* Earned a reputation for effective communications, 1- hour customer calls,

2-4-hour service response time.

* Provide updates to problem tickets with status, action plan and fix or repair

recommendations, able to work in a dynamic team environment, possess good

cost effective decision making skills, and is able to multitask while

providing excellent customer service.

Toshiba Business Solutions/ Field Service Engineer, Tucker GA.

8/2005-7/2008

Responsibilities: Performs installations, maintenance, and repairs on customer

equipment working primarily on site. Determines site and equipment

requirements; outlines interdependencies. Understands customer goals;

identifies consequences of various solutions. Team project plan, installation

plan, and escalation plan. Assembles and integrates system/product, and

verifies system/product operation. Use proactive identifying procedures to

identify problem prevention opportunities. Provide customer with overview of

installation activity, site-specific information, and access to appropriate

contacts. Conducts customer presentations; organizes and presents information

to convey major points clearly and persuasively. Maintains a high level of

customer satisfaction by clarifying customer needs and ensuring that they are

met. Handles customer-relations problems promptly and appropriately, escalates

issues according to established procedures.

Field Service Tech./Ricoh Corp, Duluth GA.

8/2004-12/2005

Responsible for field technical support operations in low-mid-high volume

environment, including technical issues involving basic networking,

hardware/software, troubleshooting and repair for laser fax machines,

digital/analog copiers, and printers. Handheld operations of Oracle/ADS

database systems. Dedicated to take ownership, provide quick response time

providing the best customer service.

Key Contributions:

Administer and managed desktop, fax, printer and

copier Internet/network capabilities, to meet

customer needs. Installation an average of

1-25+ fax machines, 1-20+ copiers, and 1-30+

printers depending on the customers needs,

services included presentation, demonstration,

set-up, and maintenance solutions. Follow-up

consultation with customer technical support

team.

Education/Skills:

Certification: Laser Printers/Copiers, Desktop/Laptop Hardware, Networking, and Fax Certified

Hp, Lexmark, Brothers, Dell, Nec, Canon, Sharp, Minolta,

Konica, Ricoh, and MFP printers certified all

models. Dell Wireless/Connectivity Certified.

Microsoft 9X, XP, and Office 2000/2003/2007- Apprenticeship.

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