Technical Specialist
KUWAIT DOCUMENTS TECHNOLOGY CO
Total years of experience :10 years, 8 Months
• Achievement of assigned non-financial KPI's including pre-sales calls, advanced software demos,
and post-sale customer satisfaction follow up meetings.
• Responsible for the development and management of customer Statement of Work through
customer acceptance.
• Early involvement in the sales process with assigned Sales Reps to evaluate prospective customer
needs and to assist with account sales strategy development.
• Drives post-sales implementation follow-up independent of Sales with goal of ensuring 100%
customer satisfaction and uncovering additional workflow and application opportunities. Goal
being to drive additional services revenue and print volume through new applications.
• Coordinating with Ricoh, customer, and third-party resources. Ensures seamless transition from
installation to post-install field service support.
• Responsible to secure customer acceptance of the solution implementation plan.
• Responsible for ongoing sales, technical, and business skill development through the attainment
of appropriate certifications and attendance at training.
• Maintaining knowledge of industry and competitive developments as applicable to local markets
and position responsibilities.
• Continued Education on a broad array of solutions enablers and goal to become a subject matter
expert in data streams, workflow, finishing, MPS, MDS, etc.
• Providing high-quality technical support to our customer base
• Communicating with customers and sales representatives to ensure satisfaction
• Connecting/installing office equipment to our customer's network
• Troubleshooting and developing options
• Managing time, resources and various demands
• Determining “the cause” of issues through proper troubleshooting and performing thorough/quality
service.
• Pre-Sales and Post sales technical support on Ricoh Production Range i.e. Pro C5200/C5210/C5300, Pro C751, Pro C7110 Series, Pro c951, Pro C9200, Pro 8120/8100, DTG RI 1000, Wide Format MPW C2200/C2201
• Troubleshooting and Maintaining of Dell Desktops. Laptops and Workstations. HP Local & Network Printers and Scanners. • Provided Helpdesk support on various Microsoft Windows and Vendor software products. • Provided Remote support as well as Field support. • Filling up Assessment Managements as per user’s needs. • Support for the LAN, Workgroups and WLAN. • Setting up Various scanning methodologies for the as per his demand from network scanner or Photocopier machines. • Assembling New PC’s as per user demand like Combination of HDD, RAM and Graphics Etc. • Develop and manage effective professional working relationships with contractor personnel, co-workers and clients. • Receiving end user complaints, using the MAGIC Software/ BMC/ BMC Foot Prints, respond with a resolution for the incident & closing it according to ITIL Standards and SLA Agreement (When working as Helpdesk agent). • Receiving incidents from IT Helpdesk as second line support.
• Installation & configuration of Ricoh, Rex-Rotary and other brand of photocopiers.
• Remote support to end users as well as Field support.
• Install, configure and troubleshooting of Multifunctional photocopiers.
• Providing application support, hardware diagnosis and resolutions for Xerox, Kyocera, Brother, Konica Minolta and other Brands on project
• Provided support for hardware and network issues.
• Responding to the users call in least time and solving them in the promised period.
• Changing Tonners, Drums, Rollers, developer and various other parts as per their demand & life of expiry.
• Monthly primitive maintenance of Photocopier Machines Under Contract and filling up all the requirements to make the machine up 24 Hours.
• Submitting daily reports of machines and call status to the service manager.
• Installation and configuration of attendance management systems and queue Machines.
• Had responsibility to provide support for all the computers and other office machines available in office.
pursuing degree, waiting for last semesters exam
Graduation Degree in Electronics and Telecommunication Engineering.
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