Ken Llacuna Email & Phone Number

Fairfax, Va, Us

Fairfax, Va, Us

Springfield, Virginia, Us

● Tier-3+● Xerox Analyst Training plus Over 50 Certificates completed since joining JTF. Includes portions of A+ Related to Printers & Networking.● Other Recent Training HP Gen 2.0 plus Update (3/2023) & Project Management Certificates. Always continuing my education.● Full Service - Configure Hardware to Customers Specs, Enable Options & Apps, Delivery, Installation Onsite, add Equipment to Network, Configure Scan to and Train Enduser.. ● Certified by Manufacturers such as Canon, Xerox,Copystar/Kyocera, HP and others.● Break/Fix everything from PCs, laptops,scanners, desktop printers, wide format printers/scanners, multifunction devices/copiers and other office equipment JTF has to offer.● Remote Support: Drivers, Networking, Configurations: MFD, Scan to Email and Scan to Folder● Provide Second Level Support to Technicians Nationwide & Clients IT Personnel.

Manassas, Virginia, Us

Document SolutionsCopier & Printer Management & RepairOffice Equipment Sales

Fairfield, Nj, Us

● Served as a Network Analyst for new installations. Networks/Connects hardware, configures software, firmware and drivers on all devices (i.e. printers, desktop, servers, etc...)● Provided Enduser training and provided complete support after completion of install. .● Also served as a Certified Technical Support Representative. Certified on Xerox and HP.● Latest model to be certified to maintain and support was the HP Laserjet & Pagewide A3 Series.

Gaithersburg, Md, Us

● Specialized in the troubleshooting, maintenance and repair of a core set of highlycomplex equipment offered by a wide variety of manufactures (i.e. Canon, Xerox, Lexmark, Konica/Minolta, Ricoh, HP, Dell, etc...)● Help Desk/Network Analyst and other IT support provided. ● Special Services: Pre-deployment and/or Pre-Installation. Assembled, installed and configured additional software and hardware based on customer specifications.● Deployment/Installation: Installed at location. Made any additional changes. Assured Connectivity.● Provided Enduser Training on hardware and software. ● Desktop Support: Hardware and Software. ● Served as an Escalation Specialist and Liaison to other Contracts that JSP worked with within complex and surrounding areas.● Assisted, Provided Training and Published Technical Bulletins to assist non-CertifiedTechnicians.● Assisted JSP Gold Team (Tier III) with issues they could not resolve.● Updated and Resolved Tickets using REMEDY.● Received, sorted and distributedparts, toner & other supplies.

Gainesville, Va, Us

● Supported as far as Shenandoah, VA to Frederick, MD to Leonardtown, MD. Not just The DMV.● In addition to maintaining Canon/Oce branded office equipment, I provided Break/Fix support other brands OFFIX offered to their customers (i.e. Sharp, Konica, HP, Samsung, Kipp and other brands I hadn't seen before)● Canon Escalation Specialist● Resolved reoccurring issues others could not resolve.

Gaithersburg, Md, Us

● Specialized in the troubleshooting, maintenance and repair of a core set of highly complex officeproducts offered by CANON USA.● Performed a full range of maintenance and repair service procedures including diagnostics,installation, removal and retrofits.● When necessary, performs connected installations, sets up IP addresses, downloads printerdrivers and provides customer training on software and hardware.● Completed technical training on new equipment and software as assigned.● Manages Territory● Effectively executed all required territory management and call handling procedures.● Maintained and managed own parts inventory.● Assisted fellow technicians with their territory as needed.● Completed all required administrative tasks in an accurate and timely manner.Customer Service● Effectively handled the most difficult customer situations.● Interacted with external customers for the purpose of determining service needs.

● Assisted New Field Service Manager *Provided Tools - Before Ticket Books were a norm, I created Ticket Books. Ticket Books assisted Technicians with keeping their inventories accurate. Technicians would also have a reference point in case I had questions about individual Service Calls. *Team Meetings - Presented, explained and discussed New Tech Pubs - Technical Publications. Discussed with the Service Team on common/ongoing issues and their fixes encountered by their fellow Technicians and other documentation to my assigned Service Team. *Provided 2nd level technical support to the Service Team. *Escalation Specialist - When a customer requested a Service Manager, I was sent to site. *Managed Technicians territory, inventories and customer relationships. *Worked closely with sales partners to maximize equipment leads and upgrade opportunities. *Provided Backup Support when a Technician was not available.

● Maintained, cleaned and always assured Safety in the main facility and its surroundings.● Before joining the Maintenance group, I had held a Seasonal Sales position. So as needed I filled in Sales, Customer Service, Warehouse and wherever else the General Manager needed me. ● Held every position except Security and being the GM.● Project Management - Setup for and assisted in coordinating special events.● Supervised in house Inventories and RGIS Inventories.

Professional Services Analyst Office/Workspace Solutions Specialization

Certification, Gemstone 2.0

It Support Professional Certificate

Hardware

Cis, Computer Programming