Summary
Overview
Work History
Education
Skills
Websites
Corecompetencies
Professional Development
Awards
Timeline
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Cary Marsalis

Lewisville

Summary

Senior Digital Solutions Engineer deeply experienced in providing top-tier customer support, troubleshooting office equipment and networking issues, conducting training seminars, and supervising teams. Recognized for expertise in technical writing and performance. Proven track record of delivering innovative solutions that drive performance. Known for reliable collaboration and ability to adapt to changing project requirements. Brings expertise in client support, ensuring high-quality results.

Overview

35
35
years of professional experience

Work History

Lead Digital Solutions Engineer

CANON USA, INC.
05.1992 - 07.2024
  • Provided support for customers, assisted field technicians in troubleshooting and resolving problems with equipment and networking issues, and conflict resolution for the regional customers and team members
  • Managed and assigned incoming trouble tickets for the team, and acted as the primary contact for a national customer
  • Resolved the highest number of customer tickets for the region in numerous years including 2020 to 2024
  • Trained new employees and supervised a team of seven employees while assisting the regional manager in the day-to-day management of the region
  • Developed a solution to a customer issue across the product line, created a seminar on the resolution and trained technicians on implementation of the fix both in person and on Teams
  • Continuously expanded technical knowledge base through ongoing professional development opportunities and active participation within industry forums or events.
  • Collaborated closely with product management teams to identify essential features for product development roadmaps.

Field Service Technician II

CANON USA, INC.
10.1989 - 12.1991
  • Handled troubleshooting, repairing and maintaining copiers at customer locations
  • Resolved customer complaints and issues with difficult customers
  • Trained new technicians
  • Assisted in supervisory duties as needed
  • Obtained Security clearance to provide service to high security facilities and handle sensitive information
  • Responded quickly to emergency maintenance requests for timely on-call support.
  • Maintained a high level of professionalism in all interactions with clients, consistently receiving positive feedback for exceptional service.

Education

Bachelor of Arts - Science, Technology, and Culture

The University of Alabama
Tuscaloosa, AL

Associate of Arts - Business Computer Programming

North Lake College
Irving, TX

Associate of Science - Computer Technology

ECPI University
Virginia Beach, VA

Skills

  • Client relations
  • Troubleshooting and diagnostics
  • Problem solving
  • Technical writing and documentation
  • Conducting training classes and seminars
  • Trade shows and presentations
  • Conflict resolution
  • Team supervisor

Corecompetencies

  • Client relations
  • Troubleshooting and diagnostics
  • Problem solving
  • Technical writing
  • Microsoft Office 365
  • Microsoft Teams and Zoom
  • Conducting training classes and seminars
  • Trade shows and presentations
  • Conflict resolution
  • Team supervisor
  • Extensive technology support experience

Professional Development

  • Technical Writing, American Management Association, 2008
  • Customer Service Excellence, American Management Association, 2007
  • Microsoft Certified Professional, Microsoft, 2006
  • A+, CompTIA, 2001
  • Network+, CompTIA, 2001
  • Instructional Techniques, Friesen, Kaye and Associates, 2002
  • Networking Essentials, Microsoft, 1999

Awards

  • Spotlight Award for Collaboration, Canon, 2024
  • Spotlight Award for Customer Service, Canon, 2022
  • Spotlight Award for Customer Service, Canon, 2023
  • Spotlight Award for Customer Service, Canon, 2024
  • Spotlight Award for Teamwork, Canon, 2023
  • Spotlight Award for Innovation, Canon, 2021
  • Spirit Award for Customer Service, Canon, 2009
  • Spirit Award for Community Service, Canon, 2006
  • Spirit Award for Teamwork, Canon, 2006
  • Spirit Award President’s Circle of Recognition for Customer Service, Canon, 2005
  • President’s Award for Innovation, Canon, 2004
  • Spirit Award for Collaboration, Canon, 2003
  • Spirit Award for Teamwork, Canon, 2001
  • Spirit Award for Teamwork, Canon, 2002
  • Spirit Award for Customer Service, Canon, 2000

Timeline

Lead Digital Solutions Engineer

CANON USA, INC.
05.1992 - 07.2024

Field Service Technician II

CANON USA, INC.
10.1989 - 12.1991

Associate of Arts - Business Computer Programming

North Lake College

Associate of Science - Computer Technology

ECPI University

Bachelor of Arts - Science, Technology, and Culture

The University of Alabama

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Cary Marsalis