Jalal Shamsi

MPS Technician providing proactive and reactive printer support in a high-security environment, ensuring white glove service and expert device management for contracted customers.

• Operate in high-security environments, ensuring seamless service and strong customer communication.
• Manage ServiceNow tickets, delivering proactive and reactive support for print devices.
• Update Excel spreadsheets to track devices and maintain accurate service records.
• Add printers to contracts and integrate them into Data Collection Agent systems.
• Perform preventative maintenance and proactively replace toner to reduce downtime and deliver white glove customer service.

Provided efficient on-site maintenance, troubleshooting software, hardware, and network issues for office equipment. Ensured customer service and resolved IT-related problems.

• Consistently met or exceeded service-level agreement (SLA) response times.
• Demonstrated strong problem-solving abilities, effectively diagnosing and resolving complex technical issues.
• Delivered exceptional customer service, consistently fostering positive relationships and trust with clients.
• Recognized for attention to detail in documenting product failure trends and service records.
• Enhanced operational efficiency by developing and sharing troubleshooting best practices with the team.

Provided IT support by managing tickets, troubleshooting hardware/software, maintaining inventory, and ensuring smooth operations through proactive maintenance and excellent customer service.

• Guided employees through complex IT challenges, fostering a collaborative and solutions-oriented team culture.
• Proactively managed and resolved technical issues, enhancing overall operational efficiency.
• Improved customer satisfaction by addressing hardware and software requests promptly and effectively.
• Maintained IT inventory and equipment, ensuring operational readiness and minimizing downtime.
• Initiated regular audits and proactive maintenance, resulting in better equipment availability and smoother operations.