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Skills

  • Process improvement
  • Quality assurance
  • Team management
  • Budgets
  • Large enterprise installations
  • First Aid/CPR
  • First-time Fix Rate Improvements
  • Vendor management
  • Problem resolution
  • Escalation management

Work Experiences

  • Conducted preventative maintenance on high-volume QuickBooks printers.
  • Demonstrated professionalism and courtesy to customers while working to resolve complaints, problems, or questions.
  • Achieved a 40% improvement in customer satisfaction metrics.
  • Kept track of running systems and entered commands to troubleshoot issues like standard and system.
  • Cross-trained IT department staff.
  • Created standard operating procedures for troubleshooting Jira.
  • Cross-trained IT department staff in basic printer diagnostics, reducing technical support resolution time by 46%.
  • Achieved a first-time fix rate of 54%.
  • Custom-configured high-end printers.
  • Achieved a 62% reduction in customer complaints.

Summaries

  • Achieved high-resolution rates of 15%.
  • Boosted machine uptime across 18 client sites.
  • Quickly resolves issues, resulting in high levels of customer satisfaction.
  • Adept at reducing warranty repair return rates by 58% through precise diagnostic assessments and industry-leading repair techniques.
  • ITIL and Six Sigma are proudly certified.
  • QuickBooks expert and HubSpot user.
  • Consistently reduced downtime by 45%.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the standard business.
  • Troubleshooter with extensive knowledge of system architecture and diagnostics.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.

Accomplishments

  • Consulted with manufacturers to secure extended warranties for 11 printer models, protecting Vantage from unexpected repair costs.
  • Led a cross-functional team to deploy a new print management system affecting 10 users, improving cost transparency and increasing user accountability.
  • Implemented data analytics to track usage patterns and performance metrics, making data-driven decisions that increased device productivity by 68%.
  • Provided emergency on-site printer repair services, achieving a customer satisfaction rating of 85% following timely and thorough issue resolution.
  • Monitored and maintained a fleet of 5 multifunction printer devices across 15 locations, extending usage lifespan by 68% through proactive service and firmware updates.
  • Reduced on-site printer repair visits by working remotely with clients to troubleshoot minor issues, cutting travel costs by 78%.
  • Trained 8 staff in basic printer diagnostics, improving average resolution time for IT tickets by 47%.
  • Spearheaded a project to upgrade 10 of high-volume printers, increasing black-and-white print output speed by 28% pages per minute.
  • Resolved product issue through consumer testing.
  • Facilitated a reduction in service call volume by 60% through implementation of preventative maintenance on high-traffic units.

Affiliations

  • Association for Supply Chain Management (APICS)
  • International Society of Copier and Printer Professionals (ISCPP)
  • Project Management Institute
  • Association of Managed Print Providers (AMPP)
  • Certified HP Printer Technician through Northwind (2022)
  • Association for Print Technologies (APT)
  • International Council of Nurses
  • Collaborative Partner with Manufacturers in Printer Innovations (framework)
  • IT Infrastructure Library (ITIL) Certification category
  • Service Level Agreement (SLA) Compliance Committee framework

Certifications

  • MCSE: Core Infrastructure (Windows Server)
  • CompTIA A+ Certification
  • Xerox Certified Printer Repair Professional
  • First Aid/CPR Certified
  • Certified Customer Service Specialist (CSS) - Lakeside Partners
  • Brother Professional Printer Repair Certification
  • EFI Fiery Certification for Print Professionals
  • CompTIA Network+ Certification
  • Microsoft Certified Systems Engineer (MCSE)
  • Lexmark Fleet Management Certification

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