Raymond Warren
Shreveport
Summary
Friendly Technical Support Representative keen to help customers maximize product impact and usability. Amiably replies to all customer queries and consistently resolves client issues. Committed to improving user satisfaction numbers and supporting return patronage across all supported products.
Overview
27
27
years of professional experience
4
4
years of post-secondary education
Work History
Technical Support Representative
Customer Engineering Services
Winter Park
07.2023 - Current
- Provided technical assistance to customers via phone and email.
- Resolved software and hardware issues for various products.
- Documented customer interactions in the support ticketing system.
- Work closely with and develop strong business relationships with the customer and client personnel
- Follow accepted maintenance procedures to resolve equipment problems (e.g., head replacements, various accounts e.g. Ricoh, software reloads.wet-lab and other legacy photo and print products
- Analyze and evaluate equipment performance
- Install equipment modifications as needed
- Install and remove equipment and systems as required
- Conduct informal operator training as needed to improve machine performance
- Communicate with scheduling, parts, and phone support teams to ensure complete customer satisfaction relative to service delivery and machine performance
- Follow escalation process and procedures as documented
- Ensure complete customer satisfaction relative to service delivery and machine performance
- Complete all administrative tasks in a timely and accurate manner
- Meet reporting requirements associated with time reporting, expense reporting, call reporting, parts activity, company car, and other areas as required
Quality Service Technician
Customer Engineering Services
Winter Park
01.2023 - 07.2023
- Performed routine maintenance on equipment to ensure operational efficiency.
- Diagnosed technical issues and provided effective solutions to customers.
- Collaborated with team members to improve service delivery processes.
- Educated customers on proper equipment use and maintenance practices.
- Documented service reports accurately for future reference and compliance.
- Communicated with clients for outstanding customer service and to increase repeat business.
- Followed all safety protocols while performing work in potentially hazardous environments.
- Adhered to quality assurance procedures during every stage of the service process.
Value Added Service Representative
Customer Engineering Services
Winter Park
11.2021 - 01.2023
- Educated customers about promotions and services to enhance their experience.
- Maintained up-to-date knowledge of products to provide informed recommendations.
- Supported training of new staff on customer service protocols and systems
- Worked closely with supervisors to ensure that tasks were completed according to company standards.
- Met and exceeded productivity targets by handling every interaction with top-notch customer service.
- Resolved customer concerns with friendly and knowledgeable service.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Provided excellent customer service by addressing customer needs in a timely fashion.
- Consulted with customers regarding needs and addressed concerns.
- Audited customer account information to identify issues and develop solutions.
- Upheld strict standards for quality and performance.
- Performed inventory counts to ensure accuracy of stock levels on hand.
- Performed needs analysis and presented options based on findings to help customers make decisions.
- Delivered accurate service information to meet goal-directed development plan.
- Replenished supplies such as paper towels, toiletries, cleaning supplies when needed.
Merchandiser
Advantage Sales And Marketing
Clayton
06.2020 - 11.2021
- Managed product displays to enhance visibility and drive customer engagement.
- Collaborated with retailers to maintain accurate inventory levels and product placement.
- Conducted market research to identify trends and optimize merchandising strategies.
- Monitored competitor activities to inform adjustments in merchandising techniques.
- Implemented promotional campaigns to increase brand awareness in stores.
- Developed visual merchandising plans that aligned with brand guidelines and goals.
- Regularly monitored store shelves to ensure product availability, restocking and rotating merchandise as needed.
- Stocked and rotated shelves and built displays to deliver results for stores and suppliers.
- Organized displays according to company standards and specifications.
- Built product displays and placed appropriate signage for merchandise.
- Assisted customers with locating desired items within store locations.
- Assisted in gathering and moving materials and equipment for assigned displays.
- Scanned shelves and product cases for expired stock to discard outdated items.
- Communicated and coordinated planogram execution with store management.
- Worked closely with store managers to ensure compliance with corporate policies and procedures related to merchandising activities.
- Organized engaging front-facing displays to capture customer interest and drive revenue growth.
- Printed labels and tags for for-sale merchandise.
- Followed prepared sketches and planograms to arrange consistent shelves, racks and bins across various locations.
- Set up attractive window displays that encouraged customers to enter the store.
- Researched new products to determine potential success in assigned stores.
- Cleaned and organized display cases, shelves and aisles.
- Placed prices and descriptive signage to enhance displays and promote items.
- Demonstrated great teamwork skills with staff members involved in production and transport.
- Enhanced store and display appearance utilizing seasonal promotions and trends to drive strategy.
- Built effective partner store relationships to improve customer satisfaction.
- Monitored weekly, monthly and quarterly achievement goals.
- Consulted with management and advertising teams to plan optimal promotions.
- Presented updated floor plans and design strategy to store management.
Emergency Medical Technician-Paramedic
City of Beaumont
Beaumont
05.1998 - 04.2021
- Responded to emergency calls and assessed patient conditions on-site.
- Administered first aid and life support techniques during medical emergencies.
- Collaborated with healthcare professionals for seamless patient handoff at hospitals.
- Documented patient information and treatment provided in compliance with protocols.
- Educated patients and families on health concerns and post-treatment care.
- Trained new EMT staff on procedures, safety protocols, and equipment usage.
- Participated in community outreach programs to promote health awareness initiatives.
- Maintained patient vital signs, including blood pressure, respiration rate, pulse rate, temperature, oxygen saturation level and pain levels.
- Performed basic life support procedures such as cardiopulmonary resuscitation and automated external defibrillation.
- Remained level-headed and proactive during emergency situations.
- Responded quickly to emergency calls, assessed the situation and provided appropriate treatment for illnesses or injuries.
- Demonstrated dedication to providing quality care through continued training and education.
- Provided emotional support and comfort to patients while transporting them to their destination.
- Documented patient assessment findings in accordance with established protocols.
- Assisted in providing medical care to patients with life-threatening conditions and injuries.
- Assessed emergency situations and prioritized medical care for patients.
- Developed strong rapport with other medical professionals to foster quality and efficient patient care.
- Transported patients to hospitals or other healthcare facilities using ambulances or other vehicles.
- Conducted equipment inspections and vehicle checks in adherence with required maintenance schedules.
- Participated in continuing education courses to maintain certification requirements.
- Operated emergency vehicles with caution to keep patients, public, and first responders safe.
- Ensured that ambulance was stocked properly with necessary supplies prior to responding to calls.
- Adhered strictly to safety regulations set forth by local governing bodies.
- Assessed patient condition to administer first-aid treatment or advanced level life support.
- Operated specialized medical equipment such as ventilators, cardiac monitors and suction devices.
- Utilized proper body mechanics when lifting and moving equipment or assisting patients.
- Provided on-scene treatments such as administering oxygen therapy and splinting fractures.
- Trained new hires by offering insight into job duties and assessing shift performance.
- Communicated with dispatchers and hospital personnel to arrange logistics for patient transport.
- Asked patients questions about over-the-counter medications, prescriptions and illicit drug activity to identify side effects or signs of overdose.
- Observed and assessed incident scenes to maintain safety of first responders.
- Observed infection control measures when treating multiple patients within a given timeframe.
- Reported any suspicious activity witnessed while on duty immediately upon return from call.
- Administered first aid treatment or life support in prehospital settings.
Education
Bachelor of Science - Emergency Medicine
University of Alabama At Birmingham
Birmingham, AL 09.1994 - 06.1998
Skills
- Technical support
- Software troubleshooting
- Hardware diagnostics
- Customer relationship management
- Service delivery optimization
- Equipment maintenance
- Documentation accuracy
- Training development
- Effective communication
- Problem solving
- Attention to detail
- Team collaboration
- Time management
- Client engagement
- Ticket support system management
- Network configuration
- Product knowledge
- Knowledge base management
- Customer service expert
- Performance testing
- Software installation
- Network diagnostics
- Product troubleshooting
- Technical documents comprehension
- Issue troubleshooting
- Hardware and peripherals
- Service support
- Hardware troubleshooting
References
References available upon request.
Timeline
Technical Support Representative
Customer Engineering Services
07.2023 - Current
Quality Service Technician
Customer Engineering Services
01.2023 - 07.2023
Value Added Service Representative
Customer Engineering Services
11.2021 - 01.2023
Merchandiser
Advantage Sales And Marketing
06.2020 - 11.2021
Emergency Medical Technician-Paramedic
City of Beaumont
05.1998 - 04.2021
Bachelor of Science - Emergency Medicine
University of Alabama At Birmingham
09.1994 - 06.1998
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