Responsible for writing technical pieces for government, education and commercial tender responses within a variety of frameworks.
Writing high level designs and proof of concept for proposed deployments.
Working within project teams as the technical lead and consultant to ensure full compliance for customers’ requirements.
Delivering large scale deployments within the public and private sector to a high standard and accuracy.
Working on all platforms and IT infrastructure currently in operation.
Offering post sales and ad-hoc support to customers under a support agreement and creating in-support project improvements and upgrades.
Working with internal customer support administrators to consult on upgrades, improvements and recognising vertical cross-selling opportunities.
Writing technical support documentation for IT admins and end user support guides to ease IT support and training overheads upon wide scale deployments and installations.
Troubleshooting, fault finding and resolution for installed solutions that are not performing or delivering as per the customers’ requirements.
Delivering presentations to customers as part of the tender and proof of concept stage of consultation.
Responsible for the successful completion of 8 national/international machine deployments fulfilling a first line support role throughout the process.
Consulted on and installed 2 International print management deployments working to high level security compliance as per customer requirements.
Successfully completed multiple PaperCut consultations & installations including Biostore Biometrics integration with Cunninghams cashless catering & PayPal payment gateway working with EPOS providers to deliver an end to end solution.
Implementing bespoke printer driver installation scripts for end user support.
Built and Installed print/file server using Hyper-V with independent DNS for multiple subnet & cross VLAN bonjour broadcast to support mobility print on large network deployment.
Created the IT/privacy/cookies policy documentation which helped achieve full ISO27001 & GDPR compliance.
Implemented IT refresh and upgrade for Smart Office.
Currently supporting a London site with Equitrac 5 & NSI AutoStore 7, installed onto Ricoh SOP MFD’s.
Helped Dots achieve PaperCut partnership status with ITS.
Consulted on and deployed a managed print solution for a national estate agent, worked with their IT support desk for several weeks rolling out the deployment and assisting with technical issues and writing end user support documentation.
Attended service calls on Ricoh, Sharp and Konica equipment maintaining high levels of reliability in line with the customers' expectations.
Supported the sales team with technical queries and customer visits advising on solutions and consulting on print and document management software.
Responsible for connectivity support including onsite, phone/remote support via Citrix, a system I introduced into Dots.
Created partnerships with Sharp and Konica, gained accreditations with both.
Wrote and maintained all service procedures and training material including minimum call procedure, customer surveys and machine support infrastructure.
Supported over 60 technicians as first point of contact for technical assistance whilst on site, aiming to resolve issues or diagnose faults over the phone.
In the event the issue or fault could not be rectified I would attend site to fix the fault and restore the customer’s confidence in their equipment.
Deployment of new service management system supporting hardware and software and first point of contact for all laptop related issues.
Supported Equitrac professional installs and provided on site support for professional services including fault finding, site deployment updates and expansion.
Created a firmware update guide that was used by the training department.
Assisted with the creation of a universal minimum call procedure.
Maintenance and repair of Ricoh and Canon equipment as a field based senior service technician.
Manufacture trained to network and install MFD’s.
Refurbished machines for resale in a workshop environment to a high standard.
Undertook manufacturer colour engineer training.
Completed fiery print server training.