Warren D Brown
Bel Air,Md
Summary
Experienced with troubleshooting and resolving technical issues. Uses analytical skills to diagnose and fix problems efficiently. Track record of maintaining high customer satisfaction through effective communication and technical expertise.
Overview
13
13
years of professional experience
Work History
Customer Service Engineer
Peak Technologies
08.2020 - Current
- Enhanced customer satisfaction by promptly addressing and resolving technical issues.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Recommended products to customers, thoroughly explaining details.
- Provided top-notch customer support, ensuring timely resolution of complex technical issues.
- Strengthened client retention rates through exceptional customer service skills during both pre-sale consultations and post-sale support interactions.
- Contributed to company growth by identifying potential upsell opportunities during routine servicing engagements.
- Increased equipment uptime by efficiently diagnosing hardware malfunctions and performing necessary repairs or replacements.
- Streamlined troubleshooting processes for increased efficiency and faster problem resolution.
- Managed high-volume service calls, maintaining professionalism and delivering exceptional service under pressure.
- Exceeded performance metrics consistently by prioritizing tasks based on urgency and impact on business operations.
Account Services Engineer
Xerox
01.2018 - 02.2020
- Perform routine services to ensure equipment availability to over 300 client site users
- 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
- Provide appropriate communication, support, and interface to on-site client base as to equipment status and availability
- 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
- Provide accurate and timely monthly reporting of activities (as required) using activity reporting software and tools
- Designed innovative solutions to enhance system performance and reliability.
- Improved project efficiency by coordinating cross-functional teams and resources.
- Developed technical specifications for ensuring compliance with industry standards.
Printer Technician
Pfit, Inc.- Technology's Perfect Fit
10.2017 - 01.2018
- Perform routine services to ensure equipment availability to over 300 client site users
- 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
- Provide appropriate communication, support, and interface to on-site client base as to equipment status and availability
- 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
- Provide accurate and timely monthly reporting of activities (as required) using activity reporting software and tools
Regional service technician ii
pomeroy it solutions
04.2016 - 08.2017
- Manage assigned service zone to ensure service calls are completed within the Service Level Agreement while following company policy related to inventory management
- Service call management, safety initiatives, and others
- Troubleshoot and repair failed IT hardware in retail store and/or office settings
- Pick up shipped good service parts and drop off defective service parts on a timely basis
- Provide exceptional customer service
- Edit all aspects of web-based service tickets assigned to the service zone (includes providing in route and onsite statuses, comprehensive notes, resolution information, equipment information, and closure detail
- Maintain Excellent SLA achievement
- Customer Service scores
- Inventory movement and accuracy
- Compliance related training and follow through
- Maintain spare and parts inventory for multiple customer environment; record accurate usage of service parts as dictated by the service management system; Maintain constant adherence to inventory control practices and standards
Slot Performance Technician
Horseshoe Casino Baltimore
04.2014 - 04.2016
- Communicate on game issues with other technicians, Supervisors, and attendants
- Perform installation, de-installation, and relocations of video gaming devices
- Troubleshoot equipment to determine cause of failure and perform resolutions, escalating as required
- Provide on-going education to players, lottery representatives, and floor attendants employed by the venue
- Assists in the resolution of player disputes
- Assists in promotional activities, new game and software training and customer services to players
- Maintain a knowledge of player tracking functionality and servicing standards
Slot Technician
Gantech, Inc
05.2013 - 04.2014
- Communicate on game issues with other technicians, Supervisors, and attendants
- Perform installation, de-installation, and relocations of video gaming devices
- Troubleshoot equipment to determine cause of failure and perform resolutions, escalating as required
- Provide on-going education to players, lottery representatives, and floor attendants employed by the venue
- Assists in the resolution of player disputes
- Assists in promotional activities, new game and software training and customer services to players
- Maintain a knowledge of player tracking functionality and servicing standards
Assembly technician
electronic manufacturing corporation
05.2012 - 06.2013
- Program, Run, and Maintain Surface Mount Machine
- Program, Run, and Maintain Wave Solder Machine
- Read and understand circuit board schematics
- Troubleshoot technical issues
- Test assembly and Final Product
- Assist with mechanical assembly when necessary
- Run and Maintain additional equipment
Skills
- Skilled in Diverse Hardware Applications
- Strong Understanding of Networking Fundamentals
- Telecommute Troubleshooting
- Network Issue Resolution
- Technical Hardware Support
- Proficient in CRM Software
- Equipment Setup Expertise
- Issue Escalation Coordination
- SLA Development and Monitoring
- Repair Services Expertise
Timeline
Customer Service Engineer
Peak Technologies
08.2020 - Current
Account Services Engineer
Xerox
01.2018 - 02.2020
Printer Technician
Pfit, Inc.- Technology's Perfect Fit
10.2017 - 01.2018
Regional service technician ii
pomeroy it solutions
04.2016 - 08.2017
Slot Performance Technician
Horseshoe Casino Baltimore
04.2014 - 04.2016
Slot Technician
Gantech, Inc
05.2013 - 04.2014
Assembly technician
electronic manufacturing corporation
05.2012 - 06.2013
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