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Work Background
HPTechnical Consultant III
Oct. 2007 - Mar. 2025North America• Lead the technical project management aspects of enterprise delivery solutions, supporting both hardware and software through consulting, discovery assessments, optimization and integration of print environments. • Collaborate with sales and pursuit teams in closing deals by providing technical expertise, product demonstrations, and addressing customer concerns during the sales, pursuit and implementation process. • Manage multiple projects simultaneously while prioritizing deadlines effectively under pressure through meticulous organization skills and time management. • Increased client retention rate by building strong relationships through effective communication, understanding their goals, and delivering tailored technology solutions to compliment client's workflow as the subject matter and technical advisor. • Evaluate emerging technologies for potential adoption, integration and implementation into customer environments through workflow analysis while staying current with industry trends and best practices for optimal recommendations. • Managed cross-functional team collaboration to ensure project deliverables were met on time, within budget, and to stakeholders' satisfaction. • Conducted in-depth technical analyses for clients, identifying areas for improvement and recommending actionable solutions to increase value to end users and stakeholders.
Xerox CorporationSystems Analyst
Oct. 2002 - Sep. 2007Washington, DC Metro Area• Managed implementation, configuration, and installation of hardware and software systems for color printing devices, ensuring seamless connectivity and setup of digital print servers in large scale print environments. • Conducted thorough assessments of current network infrastructure, identifying opportunities for improvement and cost savings through consolidation or upgrades. • Delivered technical presentations and product demonstrations to clients and internal teams, contributing to informed decision-making in deal reviews and contract negotiations. • Communicated and explained business requirements to team members to understand and implement functional demands. • Enhanced project management skills by defining and presenting system solutions and timelines for business needs or technical problems.
XeroxActing Manager of Document Technology
Oct. 2001 - Oct. 2002Washington DC-Baltimore Area• Managed and enhanced technical support operations, ensuring alignment with revenue, profit, and customer satisfaction objectives, while overseeing infrastructure tools for both current and advanced solutions within a managed services environment. • Coached and mentored a team of 14 professionals, improving technical competencies to increase learning opportunities, implementing training initiatives to support hardware/software processes and strategic systems for existing and future accounts. • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring the team delivered high-quality service. • Led cross-functional team to achieve project goals, fostering collaboration and innovation. • Developed a strong team culture to maintain positive customer relations by addressing problems head-on and implementing successful corrective actions.
XeroxDocument Technologist
Mar. 1996 - Oct. 2001Washington DC-Baltimore Area• Delivered post-sale technical expertise in networking, software utilization, color applications, and hardware/software configurations for color production printing devices in managed services environments • Managed technical implementation and integration of complex projects, contributing to increased revenue growth and improved profitability of existing accounts by identifying and developing new opportunities. • Conducted training seminars and mentoring sessions, fostering customer satisfaction and maintaining lasting relationships with internal teams and external customer departments. • Delivered exceptional customer support by resolving technical issues promptly and effectively, leading to increased client satisfaction and retention. • Managed multiple projects simultaneously while adhering to strict deadlines and quality standards.
XeroxColor Technical Specialist
Sep. 1987 - Mar. 1996Washington DC-Baltimore Area• Conducted comprehensive diagnostic analysis, installation, and repair of advanced digital color production printing equipment and network digital print servers, ensuring optimal functionality and performance. • Provided second-level color and network support to Customer Service Engineers, effectively resolving complex hardware and software issues to minimize machine downtime and enhance operational efficiency. • Provided exceptional customer support, resolving complex technical issues with effective communication skills. • Trained junior technicians on industry best practices and company-specific procedures, fostering a culture of continuous learning and professional growth. • Facilitated collaboration between sales, technical support, and service teams, contributing to the development and delivery of technical training curriculum and seminars, while overseeing the daily activities of a team of 25 Customer Service Engineers.
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