Demetris Morton
Summary
Product Support Specialist experienced in providing exceptional technical assistance and managing end-user data requests. Achieved improved product usefulness by streamlining processes and overseeing critical support analytics and ticketing management. Focused on enhancing customer satisfaction and building strong client relationships through effective communication and a positive team-oriented approach.
Overview
3
3
years of post-secondary education
13
13
years of professional experience
Work History
Product Support Specialist
Ricoh Americas Corporation
Tucker
10.2014 - 05.2025
- Provided technical support for Ricoh's imaging products and solutions.
- Provided technical support to customers via phone, email and chat.
- Assisted customers with installation, configuration, and troubleshooting of products.
- Diagnosed and resolved customer issues with Ricoh software applications.
- Collaborated with cross-functional teams to enhance product knowledge and training.
- Documented all customer interactions in the help desk ticketing system.
Site Supervisor
Ricoh Americas Corporation
Norcross
08.2012 - 08.2014
- Supervised daily operations to ensure project completion and team efficiency.
- Coordinated schedules and resources to optimize workflow across multiple sites.
- Trained staff on safety protocols and operational procedures for equipment use.
- Implemented process improvements to enhance service delivery and productivity.
- Communicated with clients to address concerns and facilitate project updates effectively.
- Established and maintained close working relationships with staff, clients and vendors.
- Monitored inventory levels and managed procurement of supplies as needed.
- Maintained accurate records such as daily reports, timesheets and other related documentation as required by management.
Education
Associate of Applied Science - Business Management
Jackson State Community College
Jackson, TN 08.1997 - 05.2000
Some College (No Degree) - Finance
Georgia State University
Atlanta, GASkills
- Technical support
- Software troubleshooting
- Product installation
- System configuration
- Network troubleshooting
- Remote support
- Hardware and software configuration
- Issue resolution
- Escalation management
- Process improvement
- Delivery management
- Team leadership
- Staff education and training
- Effective communication
- Technical communication
- Problem-solving
- Microsoft windows and office
- Customer management
- Customer communication and empathy
Timeline
Product Support Specialist
Ricoh Americas Corporation
10.2014 - 05.2025
Site Supervisor
Ricoh Americas Corporation
08.2012 - 08.2014
Associate of Applied Science - Business Management
Jackson State Community College
08.1997 - 05.2000
Some College (No Degree) - Finance
Georgia State University