Raymond Warren
Shreveport,LA
Summary
IT Support professional with five+ years of hands-on experience providing remote and on-site support in enterprise/retail environments, complemented by 25+ years in customer-facing roles. Proven expertise in hardware troubleshooting, system installations, printer support, and end-user training. Recognized for large-scale technology deployments and reducing repeat service issues. Seeking IT support role with limited travel where technical expertise, clear communication, and problem-solving skills drive consistent end-user satisfaction.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Technical Support Representative
Customer Engineering Services (CES)
01.2023 - 01.2025
- Provided remote/on-site IT support for client environments across a multi-state region.
- Diagnosed and resolved hardware, software, and connectivity issues to restore services quickly, with a greater than 94% first time fix rate
- Installed, configured, and supported enterprise printer and imaging systems.
- Delivered remote troubleshooting while coordinating on-site service as needed.
- Documented incidents, resolutions, and recurring issues to support SLA compliance.
- Communicated effectively with non-technical users to explain issues and solutions clearly
Quality Service Technician
Customer Engineering Services (CES)
11.2021 - 07.2023
- Served as primary technical resource supporting Walmart retail locations.
- Part of Team completing 645 scheduled ETOF upgrades across the United States.
- Supported enterprise imaging and printing systems in high-volume environments.
- Trained store associates on equipment operations, troubleshooting, and best practices.
- Reduced downtime and repeat service calls through proactive technical support.
- Reduced equipment downtime by performing regular maintenance checks and resolving potential problems.
- Installed new equipment and explained operation and routine maintenance protocols to customers.
- Received consistent positive feedback from customers, reflecting dedication to delivering exceptional service quality.
- Streamlined inventory management for parts and supplies, maintaining optimal stock levels to prevent project delays.
- Spearheaded project to standardize maintenance procedures, resulting in more consistent service outcomes.
Merchandiser
Advantage Solutions, Inc.
05.2021 - 11.2021
- Efficiently managed product displays and inventory to maximize sales and enhance customer experience.
- Collaborated with store management and suppliers to ensure timely restocking and accurate merchandising.
- Conducted regular audits of shelf stock and presentation to maintain brand standards and compliance.
- Analyzed sales data and customer feedback to optimize product placement and promotional strategies.
- Maintained organized and visually appealing merchandise layouts to attract and engage shoppers.
- Assisted in training new staff on merchandising techniques and store policies.
- Arranged consistent shelves, bins, and racks at 56 locations by following established planograms.
Education
Associate of Applied Science - Information And Computer Systems
Bossier Parish Community College
Bossier City, LA12.2026
Bachelor of Science - Emergency Medicine
University of Alabama At Birmingham
Birmingham, Alabama, AL12-2026
Skills
- Operating Systems: Windows 10/11 macOS (Basic) Linux fundamentals
- Hardware/Device Support: Desktops Laptops Enterprise Printers Peripherals Imaging/Deployment
- Networking/Connectivity: TCP/IP DNS DHCP Wi-Fi Troubleshooting VPN Support
- Tools/Practices: Microsoft Office Ticketing Systems Remote Support Tools SOPs JCampus
Websites
Certification
- Google IT Support Professional
- Google AI Essentials
- Comp TIA+ In Progress
- Google Project Management In Progress
- Hyko Technician Certification Completed
- Epson WFP Technical Support Certification Completed
- CX3240 Duplex Printer Level 2 Support Certification Completed
- Lexmark and Oki Printer Technical Support Certification Completed
- Frontier DL600 Series Technical support Certification Completed
Timeline
Technical Support Representative
Customer Engineering Services (CES)
01.2023 - 01.2025
Quality Service Technician
Customer Engineering Services (CES)
11.2021 - 07.2023
Merchandiser
Advantage Solutions, Inc.
05.2021 - 11.2021
Associate of Applied Science - Information And Computer Systems
Bossier Parish Community College
Bachelor of Science - Emergency Medicine
University of Alabama At Birmingham
TOP 5 CAREER HIGHLIGHTS
- Drove 79% increase in profit per photo via nationwide rollout of Walmart’s Photo Organization and Replenishment Tool (PORT) by supporting transition from wet lab systems to digital print technology.
- Supported large-scale, multi-state deployment involving 48-person technical team servicing Walmart.
- Played key role in installation, configuration, and ongoing support of Epson 8200 series wide-format printers and toner-based digital printing systems.
- Reduced repeat service calls through preventative maintenance, root-cause analysis, and rigorous training.
- Delivered consistent remote diagnostics and on-site IT support across a four-state region while maintaining high customer satisfaction and service reliability.
AREAS OF EXPERTISE
- End-User Technical Support | Hardware/Peripheral Troubleshooting | Incident Diagnosis/Resolution
- Enterprise Technology Deployment Support | Preventive Maintenance | Root Cause Analysis | IT Asset Support
- Customer-Focused Technical Communication | SLA Awareness | Service Quality Management | Problem Solving