Lionel Jimenez

First-rate field service tech level III with [19] years of experience offering outstanding support to users of various levels. Exceptional skills and knowledge in Canon Copiers and subject matter expert on E support, NAVI. Established reputation as sharp technology expert when working with customers to identify and deploy solutions. Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success. Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, and Mac systems. Proven skill in resolving problems quickly on first call.

- Capable of performing basic device network installation
- Demonstrated ability to work in a collaborative work team environment
- Demonstrates a positive internal and external work attitude
- Demonstrated good customer service skills and abilities
- Canon iR and iR ADV training and certification
- Experience with 4500 series, 5500 series, 6500 series

- Capable of accessing Canon's E-Support website platform
- Working knowledge of computer platforms, general application software and networking environments

- Communicates with supervisor, and other departments as needed, regarding the solution of technical and/or customer service related problem areas
- Communicates with and provides technical support to repair contractors
- Uses test and diagnostic equipment to perform quality check
- Provides technical support to repair contractors
- May also preform firmware updates and hard drive cleansing or replacements
- Assists in researching and updating the refurbishment SOP for process or technology changes
- Represents the organization to customers by providing information, responding to inquiries or troubleshooting product problems
- Typically reports to a Supervisor or Manager
- Level II employees have a good understanding of the day-to-day job role, can apply their experience to more complicated tasks and work under limited supervision, though decision-making is still not required as they generally follow existing processes and procedures