Jeffrey D. Burgess

• Lead the technical project management aspects of enterprise delivery solutions, supporting both hardware and software through consulting, discovery assessments, optimization and integration of print environments.
• Collaborate with sales and pursuit teams in closing deals by providing technical expertise, product demonstrations, and addressing customer concerns during the sales, pursuit and implementation process.
• Manage multiple projects simultaneously while prioritizing deadlines effectively under pressure through meticulous organization skills and time management.
• Increased client retention rate by building strong relationships through effective communication, understanding their goals, and delivering tailored technology solutions to compliment client’s workflow as the subject matter expert.
• Evaluate emerging technologies for potential adoption, integration and implementation into customer environments through workflow analysis while staying current with industry trends and best practices for optimal recommendations.
• Managed cross-functional team collaboration to ensure project deliverables were met on time, within budget, and to stakeholders’ satisfaction.
• Facilitate knowledge transfer among team members by leading training sessions on new tools, techniques, or industry best practices relevant to the role of Technical Consultant.
• Conducted in-depth technical analyses for clients, identifying areas for improvement and recommending actionable solutions to increase value to end users and stakeholders.

• Managed implementation, configuration, and installation of hardware and software systems for color printing devices, ensuring seamless connectivity and setup of digital print servers.
• Conducted thorough assessments of current network infrastructure, identifying opportunities for improvement and cost savings through consolidation or upgrades.
• Delivered technical presentations and product demonstrations to clients and internal teams, contributing to informed decision-making in deal reviews and contract negotiations.
• Communicated and explained business requirements to team members to understand and implement functional demands.
• Enhanced project management skills by defining and presenting system solutions and timelines for business needs or technical problems.

• Managed and enhanced technical support operations, ensuring alignment with revenue, profit, and customer satisfaction objectives, while overseeing infrastructure tools for both current and advanced solutions within a managed services environment.
• Coached and mentored a team of 14 professionals, improving technical competencies to increase learning opportunities, implementing training initiatives to support hardware/software processes and strategic systems for existing and future accounts.
• Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring the team delivered high-quality service.
• Led cross-functional team to achieve project goals, fostering collaboration and innovation.
• Developed a strong team culture to maintain positive customer relations by addressing problems head-on and implementing successful corrective actions.

• Delivered post-sale technical expertise in networking, software utilization, color applications, and hardware/software configurations for color production printing devices in managed services environments.
• Managed technical implementation and integration of complex projects, contributing to increased revenue growth and improved profitability of existing accounts by identifying and developing new opportunities.
• Conducted training seminars and mentoring sessions, fostering customer satisfaction and maintaining lasting relationships with internal teams and external customer departments.
• Delivered exceptional customer support by resolving technical issues promptly and effectively, leading to increased client satisfaction and retention.
• Managed multiple projects simultaneously while adhering to strict deadlines and quality standards.

• Conducted comprehensive diagnostic analysis, installation, and repair of advanced digital color production printing equipment and network digital print servers, ensuring optimal functionality and performance.
• Provided second-level color and network support to Customer Service Engineers, effectively resolving complex hardware and software issues to minimize machine downtime and enhance operational efficiency.
• Provided exceptional customer support, resolving complex technical issues with effective communication skills.
• Trained junior technicians on industry best practices and company-specific procedures, fostering a culture of continuous learning and professional growth.
• Facilitated collaboration between sales, technical support, and service teams, contributing to the development and delivery of technical training curricula and seminars, while overseeing the daily activities of a team of 25 Customer Service Engineers.