FEMS PRINTER TECHNICIAN 02/2023 -PRESENTDIGIDOC, INC PUBLIC SECTOR SOLUTIONS GROUPCONTRACTOR / DISTRICT of COLUMBIA FIRE & EMERGENCY MEDICAL SERVICES DEPARMENT• Responsible for timely and cost-effective maintenance and repair of PRINTERS and for promoting and maintaining a high level of customer satisfaction with CANON services and products.• Accurately troubleshoot, identify and resolve any technical issues and ensure PRINTERS are in optimum operating conditions.• Provide technical assistance with the installation of new machines.• Collaborate with CANON PRINTER TECHNICANS and FEMS users to resolve PRINTER issues by successfully communicating PRINTER problems and solutions.• Install PRINTERS and configure them on the network.• Insure optimum response time and customer satisfaction.• Order additional PRINTER parts and supplies• Maintain status of PRINTER repair and/or USER service request.• Coordinate FEMS printer installations and moves.

 Assisted USERS transitioning from BRIVO ON AIR Platform to thenew BRIVO ACCESS Platform. Directed USERS with accounts enabled for MIGRATION incompleting the MIGRATION process from BRIVO ON AIR to BRIVOACCESS. Unlocked USER accounts. Directed BRIVO CUSTOMER ADMIN through Account.configuration changes in new ACCESS BRIVO Platform. Assisted Technical Support Manager with resolving USER issues. Assisted Customer Service Manager with resolving USER issues. Escalated USER issues to Customer Service and Technical Support.

• Determined and demonstrate understanding of customer’s needs • Performed basic technical system diagnostics and upgrades on customer’s technology • Research product information by completing training modules to effectively sell product• Provided backup support for cashiers • Managed and maintain sales inventory • Cultivated strong relationships with customers and provided comprehensive, professional service.

• Installed and configured work stations on the Montgomery County, Maryland school system network • Installed configured network hardware ( hubs, switches and routers) • Installed and tested WINDOWS operating systems • Performed BIOS configuration, set up supervisor passwords in CMOS utility

• Installed RAM memory banks in computers • Wiped hard drives and insured the privacy and security of the PC • Performed clean installs of Windows operating system • Loaded and updated device drivers • Installed all Windows/Microsoft updates and ant-virus software• Performed preventive maintenance • Used diagnostic utilities and tools to resolve operational problems • Added, removed and configured internal storage devices, power supplies and adapter cards

• Perform first contact resolution of Service Desk Calls that relate to computer use typical of desk-based and remote operation environments. This relates to over 20,000 calls and tickets per year• Maintained problem tracking and resolution database • Monitored network and carefully tracked and documented all issues and resolutions in detail• Reset user ID when end-user forgot passwords. • Escalated issues as needed to appropriate System programmer • Submitted, monitored and troubleshooted Production batch jobs for clients