Cecil Walker
McCalla
Summary
Proficient Customer Engineer specializing in troubleshooting and incident management. Recognized for delivering high-quality technical support while efficiently managing multiple tasks. Committed to improving customer satisfaction and operational efficiency.
Overview
30
30
years of professional experience
Work History
Customer Engineer
Computacenter
Vance
01.2022 - Current
- Provided technical support for customer inquiries and issues.
- Engaged with customers to gather feedback on service improvements.
- Assisted in troubleshooting network connectivity issues for clients.
- Provided technical support to customers via phone, email and remote access tools.
- Managed multiple tasks simultaneously while meeting tight deadlines.
- Provided remote support services when necessary.
- Ensured that all customer requests were handled in accordance with established policies and procedures.
- Assisted customers in setting up their computers, printers, scanners. as needed.
- Responded promptly to customer inquiries via email or phone call.
- Conducted regular maintenance checks on client systems to prevent future problems from occurring.
- Delivered highest level of support, assistance and professionalism to each customer to uphold company commitment to service.
Print Specialist
Ricoh Americas Corporation
Vance
03.2012 - 01.2022
- Managed inventory of printing supplies and materials effectively.
- Trained new staff on printing processes and equipment usage.
- Conducted regular maintenance checks on printers and replaced defective parts when necessary.
Account Support Specialist
Xerox
Birmingham
06.1996 - 03.2012
- Assisted clients with account inquiries and service-related issues.
- Coordinated with technical support to resolve customer issues promptly.
- Conducted training sessions for new hires on account management processes.
- Identified opportunities for process improvement to increase efficiency of workflow processes.
- Worked closely with other departments such as sales, marketing, and operations to provide comprehensive account support services.
- Maintained high level of professionalism when dealing with challenging customers.
- Conducted follow-up calls with customers to ensure satisfaction with services provided.
- Ensured compliance with company policies related to privacy regulations and data security measures.
Education
High School Diploma -
Parker High School
Birmingham, AL06-1980
Skills
- Inventory management
- Problem solving
- Repair work
- Security protocols
- Device configuration
- Incident management
- Technical support
- Customer service
Timeline
Customer Engineer
Computacenter
01.2022 - Current
Print Specialist
Ricoh Americas Corporation
03.2012 - 01.2022
Account Support Specialist
Xerox
06.1996 - 03.2012
High School Diploma -
Parker High School