Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Michael Lee

Rincon

Summary

With over two decades of experience, including a pivotal role at Canon USA, I've honed my expertise in printer networking and troubleshooting, alongside a commendable ability to maintain customer satisfaction. Achievements include exceeding service metrics and leading installations for high-profile events, backed by a strong problem-solving aptitude and a positive attitude.


Experienced with technical diagnostics, repairs, and maintenance of field equipment. Utilizes effective problem-solving techniques and strong technical skills to ensure reliable service. Track record of maintaining high standards in customer service and operational efficiency.


Knowledgeable Service Technician with solid background in field service operations and troubleshooting. Delivered impactful solutions through hands-on technical expertise and problem-solving abilities. Demonstrated proficiency in equipment maintenance and customer service, ensuring optimal performance and client satisfaction.


Forward-thinking professional offering more than twenty years of experience working in demanding, deadline-driven environments. Excellent skills servicing printing systems, making repairs and conducting warranty work.

Overview

21
21
years of professional experience

Work History

Field Service Technician

ABR, Inc.
01.2014 - 01.2024
  • Expanded knowledge of printing systems exponentially with continued virtual schooling on a wide range of equipment from Konica Minolta, Kyocera, and Ricoh.
  • Took on the role of servicing the entirety of our South Carolina area, including Bluffton, Hardeeville, Ridgeland, and Hilton Head.
  • Expanded my expertise in printer networking and IT, extending my knowledge into Mac OS, iOS, and Chrome OS as well as Windows Operating Systems.
  • Consistently met and/or exceeded service metric standards for customer satisfaction and service calls per day by prioritizing emergency service calls and ensuring that all of my customers' needs were met well within our quoted response time.
  • Completed partial or full dismantling of equipment to quickly repair or replace defective components and restore functionality. Gained extended proficiency with replacing and/or repairing motors, gears, wiring harnesses, solenoids, clutches, sensors, control boards, and more.
  • Often referred to service manuals and wiring diagrams to aid in troubleshooting and pinpointing the cause of mechanical and electrical failures within equipment.
  • Referred to parts diagrams to locate and order replacement parts.
  • Streamlined service processes, documenting repair procedures and creating comprehensive reports for each job completed.
  • Regularly created sales leads with customers by communicating and assessing customer needs and maintaining the highest level of customer satisfaction. Often times this resulted in new equipment being purchased as well as contract renewals.

Field Service Technician

Canon USA
01.2008 - 01.2014
  • Previous company was purchased by Canon USA. Continued my role as Field Service Technician, repairing and maintaining printing systems in business office environments.
  • Continued as lead wide-format technician and became cross-trained on our highest-volume production printing systems, the Oce Varioprint, attending 3-week course for certification.
  • Maintained consistent customer support at the highest level of satisfaction, meeting the required service metric standards and aiding sales with contract renewals and new sales leads.
  • Extended my expertise to further my network/IT skills in relation to customers' printing systems. This includes installing printer drivers, setting up scan to SMB functionality, as well as SMTP scanning, FTP scanning, and local user box storage.
  • Installed network devices for customers, such as routers, switches, wifi adapters, and network extenders. Additionally, assessed network issues related to these functions, often working with my customer's IT personnel to pinpoint the cause of these issues on the network.
  • Became the sole field technician responsible for servicing the entirety of the Georgia Ports Authority and Gulfstream.
  • Aided with installation and maintenance of printing systems for prestigious affairs such as military conferences and the PGA Heritage.

Field Service Technician

OCE USA
01.2003 - 01.2008
  • Performed routine maintenance and troubleshooting on printing equipment in business office environments. Equipment consisted of printers, fax machines, copiers, wide-format printers, and production printing systems.
  • 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.
  • Installed new equipment and explained operation and routine maintenance protocols to customers.
  • Reviewed technical documentation to complete equipment maintenance and repair.
  • Increased customer satisfaction by providing prompt and efficient on-site support for technical issues.
  • Operated hand tools and power equipment according to company safety procedures.
  • Assumed a role as lead wide format technician, focusing efforts on wide format and production printing equipment.
  • Managed parts inventory, maintaining proper counts while ensuring replacement parts were always available when needed on site.
  • Attended regular training both virtual and classroom on a wide variety of printing systems, staying up to date on the latest equipment offered to our customers.

Education

No Degree - Information Technology

Richmond Hill High School
Richmond Hill, Ga

Skills

  • Problem-solving - Field Service Technicians often face difficult problems with unclear solutions I have a strong understanding of how to proceed in these situations, referring to online service manuals, training material, or other professionals for assistance when needed
  • Troubleshooting and repair - Every day was a new challenge with printing systems, with new problems arising daily Learning to troubleshoot and repair these issues was paramount to customer satisfaction
  • Positive attitude - Maintaining a positive attitude was key in keeping customer satisfaction at an absolute high Happy customers results in contract renewals and more positive employee reviews
  • Preventive Maintenance - Performing preventive maintenance on machines aids in keeping service metrics within their recommended standard, reducing repeat service calls while increasing customer satisfaction and calls per day
  • Printer Networking - Installing print drivers on customer workstations using Windows OS, Mac OS, iOS, and Chrome OS This includes sharing and managing printers on a network
  • Scanner Networking - Setting up and managing file sharing, scan to SMB functionality, scan to SMTP functionality, and FTP scanning
  • Mechanical aptitude - Proficient with a wide range of hand tools including screw drivers, socket drivers, snap ring pliers, spring hooks, scale lupe, precision drivers, voltmeter, and more
  • Customer training - Training customers on the use and regular maintenance of their printing equipment was key to reducing menial repeat service calls Every service call was an opportunity to increase the awareness and knowledge of my customers
  • Hardware and software installation - Installation of printing software, user management software, and firmware, as well as hardware such as Hard Drives, SSD, RAM, ROM, High Voltage Power Supplies, and more
  • Work order management - Time management and work order management have been a daily task for over two decades
  • Reading wiring diagrams & Parts diagrams
  • Proficient in Microsoft Office Suite, with a typing skill of 70-80 wpm

Accomplishments

  • Attended 3-week classroom training in Chicago, Illinois to become a certified technician on the high-volume OCE Varioprint production printing system.
  • Attended 2-week classroom training in Chicago, Illinois to obtain certification as a trained service technician on black & white and color wide format printing systems, including OCE's first toner pearl system, the Oce Colorwave.
  • Was selected as Associate of the Month several times at ABR, Inc. as a result of my customers submitting glowing reviews of my performance via ABR's website.
  • Completed Canon & Kyocera's advanced color theory training courses, as well as basic and advanced networking courses.
  • Completed Konica Minolta's Outward Professional program, obtaining their Outward Professional Certification for advanced knowledge of their printing systems.

Timeline

Field Service Technician

ABR, Inc.
01.2014 - 01.2024

Field Service Technician

Canon USA
01.2008 - 01.2014

Field Service Technician

OCE USA
01.2003 - 01.2008

No Degree - Information Technology

Richmond Hill High School

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Michael Lee