Souksanh Phimpakanekeo

• Enhanced customer satisfaction by promptly addressing and resolving technical issues.
• Streamlined troubleshooting processes for increased efficiency and faster problem resolution.
• Collaborated with cross-functional teams to improve overall product performance and reliability.
• Provided top-notch customer support, ensuring timely resolution of complex technical issues.
• Assisted customers with software installation, configuration, and troubleshooting, resulting in optimal system performance.
• Analyzed failure data to identify trends and recommend improvements for enhanced product quality and user experience.
• Implemented proactive maintenance plans for clients, reducing downtime and increasing overall system reliability.
• Managed high-volume service calls, maintaining professionalism and delivering exceptional service under pressure.
• Established strong relationships with customers through regular communication and follow-ups, leading to increased brand loyalty.
• Exceeded performance metrics consistently by prioritizing tasks based on urgency and impact on business operations.
• Increased equipment uptime by efficiently diagnosing hardware malfunctions and performing necessary repairs or replacements.
• Coordinated effectively with remote support teams to resolve complex technical issues in a timely manner.
• Strengthened client retention rates through exceptional customer service skills during both pre-sale consultations and post-sale support interactions.
• Led onsite installations of hardware systems for major clients, ensuring smooth integration into existing infrastructure without disruption to daily operations.
• Maintained up-to-date technical knowledge through continuous learning and training, staying ahead of industry trends and providing informed recommendations to clients.
• Communicated with vendors regarding backorder availability, future inventory, and special orders.
• Provided primary customer support to internal and external customers.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Answered product and service questions, suggesting other offerings to attract potential customers.
• Helped streamline repair processes and update procedures for support action consistency.
• Developed and implemented preventive maintenance procedures.
• Installed, configured and maintained computer systems and network connections.
• Monitored system performance to identify potential issues.
• Patched software and installed new versions to eliminate security problems and protect data.
• Researched and identified solutions to technical problems.
• Installed and configured operating systems and applications.
• Diagnosed and troubleshot hardware, software and network issues.
• Configured hardware, devices, and software to set up work stations for employees.
• Maintained servers and systems to keep networks fully operational during peak periods.
• Generated reports to track performance and analyze trends.
• Responded to customer inquiries and provided technical assistance over phone and in person.
• Conducted root cause analysis on recurring problems, developing long-term solutions that minimized future incidents.
• Tested new software and hardware prior to deployment.
• Configured and tested new software and hardware.
• Created user accounts and assigned permissions.

• Professionally represent the company as responsive, reliable, and customer-oriented technically proficient, cost effective and timely service of the Konica Minolta High Volume Production Line
• Install, service and troubleshoot all printing and scanning issues of all production systems
• Develop and maintain effective relationships with customers and fellow employees
• Follow company policies and procedures while maintaining the minimum calls per day, response time and other core performance metric averages
• Establish an up-to-date file of service manuals, part books and other service literature using the issued laptop and develops familiarity with contents
• Maintain tool kit, supplies, and accurate inventory for assigned territory
• Seek opportunities to improve territory parts budget and inventory control
• Assist other technicians as needed with more complex service calls
• Provide sales support as required (i.e
• Advising sales on problems as accounts, service leads)
• Install multiple protocol and/or multiple network operating systems in conjunction with software based solutions, i.e
• Barr System, AHT, TR Systems, etc
• Accurate and timely completion of invoices and expense reports.
• Skilled at working independently and collaboratively in a team environment.
• Self-motivated, with a strong sense of personal responsibility.
• Proven ability to learn quickly and adapt to new situations.
• Worked well in a team setting, providing support and guidance.
• Worked effectively in fast-paced environments.
• Demonstrated respect, friendliness and willingness to help wherever needed.
• Organized and detail-oriented with a strong work ethic.
• Adaptable and proficient in learning new concepts quickly and efficiently.
• Worked flexible hours across night, weekend and holiday shifts.
• Cultivated interpersonal skills by building positive relationships with others.
• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Proved successful working within tight deadlines and a fast-paced environment.
• Passionate about learning and committed to continual improvement.
• Excellent communication skills, both verbal and written.
• Managed time efficiently in order to complete all tasks within deadlines.
• Paid attention to detail while completing assignments.
• Strengthened communication skills through regular interactions with others.
• Identified issues, analyzed information and provided solutions to problems.
• Developed and maintained courteous and effective working relationships.
• Participated in team projects, demonstrating an ability to work collaboratively and effectively.

• installations, repair, preventative maintenance, calibration, and sales support

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Maintain an organized, proactive system of territory management, utilizing current management reports and data provided

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Continually evaluate and implement efficiency improvements in territory operation

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Responsible for promoting and maintaining high customer satisfaction levels and consistently achieving results across all key areas of the business with little supervision or direction

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Maintain a positive attitude and demeanor, embracing change and influencing peers and team to do the same

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Maintain proper and accurate inventory for the purpose of service and follow approved policies and procedures for Inventory Controls

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Provide accurate and timely documentation that details field activity, expenses, time reporting, and other information as required

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Provide exceptional customer service; ensure customer satisfaction is achieved when resolving customer/product issues and complaints

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Provide prompt, effective, and continuous communication with customers and internal stakeholders about service call status, ETA’s, and resolution status

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Regularly interact and build strong relationships with internal and external customers

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Install, maintain, and repair FHE (forms handling equipment)

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Take ownership of position and proactively engages in coordinating and scheduling servicing activities based on regional demands and priorities

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Continuous training and self-development to learn Peak Technologies products and applications

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Comply with all safety policies, practices, and procedures

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Perform other duties/special projects as assigned

• Receive and maintain stock vehicle inventory of FRU parts, perform stock audits
• Meet company compliance of skill requisites training for various Xerox, HP, Lexmark, Brother, Zebra, Dell, Ricoh printers/copiers
• Perform printer hardware/software break-fix repair and maintenance kit replacement
• Utilize Service Now call system to navigate call priorities
• Serve as the primary customer contact for providing all maintenance, production and supply inventories of assigned equipment
• Perform equipment operation (printing, scanning, copying) to deliver finished documents as required including use of finishing devices
• Proactively manage consumables and supplies replacement as required
• Provide customer training on assigned products to improve end user knowledge of equipment functionality
• Maintain appropriate communication with Managed & Technical Services personnel within assigned area of coverage
• Complete in line with the Service Level Agreement and Statement of Work relevant for the customer
• Commute to customer site for repair or perform remote solve when possible
• Occasional travel to out of town training centers for product service
• Serve as onsite tech at Catholic Health Systems hospitals
• Field and respond to incoming service tickets created by CHS helpdesk
• Maintain stock CRU inventory.

• Receive and maintain stock vehicle inventory of FRU parts, perform stock audits
• Meet company compliance of skill requisites training for various Xerox, HP, Lexmark, Brother, Zebra, Dell, Ricoh printers/copiers
• Perform printer hardware/software break-fix repair and maintenance kit replacement
• Utilize Service Now call system to navigate call priorities
• Serve as the primary customer contact for providing all maintenance, production and supply inventories of assigned equipment
• Perform equipment operation (printing, scanning, copying) to deliver finished documents as required including use of finishing devices
• Proactively manage consumables and supplies replacement as required
• Provide customer training on assigned products to improve end user knowledge of equipment functionality
• Maintain appropriate communication with Managed & Technical Services personnel within assigned area of coverage
• Complete in line with the Service Level Agreement and Statement of Work relevant for the customer
• Commute to customer site for repair or perform remote solve when possible
• Occasional travel to out of town training centers for product service
• Serve as onsite tech at Catholic Health Systems hospitals
• Field and respond to incoming service tickets created by CHS helpdesk
• Maintain stock CRU inventory.

• Receive and maintain stock vehicle inventory of FRU parts, perform stock audits
• Meet company compliance of skill requisites training for various Xerox, HP, Lexmark, Brother, Zebra, Dell, Ricoh printers/copiers
• Perform printer hardware/software break-fix repair and maintenance kit replacement
• Utilize Service Now call system to navigate call priorities
• Serve as the primary customer contact for providing all maintenance, production and supply inventories of assigned equipment
• Perform equipment operation (printing, scanning, copying) to deliver finished documents as required including use of finishing devices
• Proactively manage consumables and supplies replacement as required
• Provide customer training on assigned products to improve end user knowledge of equipment functionality
• Maintain appropriate communication with Managed & Technical Services personnel within assigned area of coverage
• Complete in line with the Service Level Agreement and Statement of Work relevant for the customer
• Commute to customer site for repair or perform remote solve when possible
• Occasional travel to out of town training centers for product service
• Serve as onsite tech at Catholic Health Systems hospitals
• Field and respond to incoming service tickets created by CHS helpdesk
• Maintain stock CRU inventory.

• Perform hardware and desktop troubleshooting to isolate and diagnose common computer software and hardware problems
• Repair, install, and upgrade computer hardware and software components as required
• Ensure compliance with company technical and quality standards/procedures as well as the highest degree of customer satisfaction
• Escalate problems within parameters
• Develop and maintain client relationships and identify opportunities to extend existing agreements
• Communicate sales leads
• Maintain effective communication with internal Call Dispatchers and with customers
• Complete required documentation for all Work Orders and provide updates in real time
• Deinstall/Install/migration of office IT equipment
• Perform printer diagnosing and repair/configurations
• Perform PC/Laptop reimaging with hard drive replacement.

• Field service calls, respond and make initial contact with end user, make first visual inspection of unit to be serviced, perform troubleshooting procedures, verify if the issue is hardware or non-hardware related, order replacement part accordingly, maintain contract SLA
• Diagnose and troubleshoot desktop/laptop/printer hardware issues in-shop within a 24 hour time frame to determine precise quote for services for time and material service calls
• Implement BIOS/Firmware upgrades to address issues related to
• Commute to customer jobsites to perform maintenance on equipment intended
• 2nd to lead technician duties when lead is not available
• Assist Operations Manager with mission critical server calls
• Perform Desktop/Laptop reimaging with hard drive swaps.

• Sort and prepare pharmacy packages accordingly to designated routes for morning delivery
• Utilize PDA scanner device to scan total packages loaded/unloaded and collect customer signatures upon completing deliveries.

• Complete assigned deliveries for day
• Ensure van is loaded safely and securely
• Provide exceptional customer service during course of deliveries
• Building and maintaining a professional relationship with each customer.

• Provide on-site tech support to include installation, maintenance and repair of desktops, laptops and peripherals
• Instruct customers in the operation and maintenance of their equipment as needed
• Maintain open lines of communication with assigned Service Delivery Coordinator (SDC) to ensure customer satisfaction and meet Service Level Agreements
• Track and insure return of all parts
• Provide SDC with required call closure documentation and necessary reporting
• Resolve customer issues using customer service and communication skills.

• Scan medical records at physician offices
• Break down and re-assemble medical records
• Uploads medical records into TCS Imaging Application on a daily basis
• Reports on productivity/daily progress.

• Distribution of incoming faxes for processing of inbound and outbound shipments from/to Canada and the United States
• Support the Client Team Leaders and Assistant Client Team Leaders in daily Administrative Client services
• Distribute trade related information to the Client team Leaders
• Administrative duties to include, but not limited to answering phone calls, emails, running reports and billing
• Utilize AS400 for entry of data
• Auditing of invoices and billing for accuracy
• Track inbound and outbound shipments for availability and last free day utilizing web tools.

• Organize and scan month-end book reports and name each file accordingly
• Reconcile agent drawers using CAFÉ, Auto IMS and CUBS software
• Update 490 VSI Damage Review accounts using Lexis Nexis, Locus and Rapids software

• Commute to several salvage yard locations to make business transactions of car core parts and in turn sell to rebuilders for company profit
• Dismantled domestic and foreign automobiles salvaged from wreckage using handheld tools
• Performed minor/major car maintenance for several clientele.

• Validated and processed W-8 and W-9 forms of HSBC clients stored in database
• Distributed mail clerk duties consisting of each day's workload to be verified and processed
• Make research of viable information for company reference and reporting.

• Responsible for accurate and legible data entered into systems database finalizations in a timely fashion
• Required to key highly secured and classified information such as official traveling documentation, financial transactions and personal client information
• Work environment is Microsoft Windows NT using Microsoft Office Suite.

• Managed and handled inventory and product information including data and finance entry into multiple software applications
• Assisted in handling product accounts receivable and shipping
• Required to lift up to 60-100 lbs
• Of automotive parts using pallet jacks and dollies
• Sort and pack bulk orders into Gaylord boxes and plastic wrap for securing as well as weigh in for proper trailer staging
• Operated tow motor.

• Delegated in training on all company equipment, customer services and company processes and standards
• Delivery and catering functions
• Handled cash transactions and drive thru
• Food preparation for morning and evening shift flow.