RAYMOND WARREN
Shreveport
Summary
Technical-driven IT Support and Field Service Technician with 4+ years of hands-on technical support experience across hardware, operating systems, and end-user environments, and over 25 years of professional experience in technical, operational, and customer-facing roles, resolving complex technical issues, performing system installations, and providing remote support using industry-standard tools for smooth operations and support. Ready to translate field service experience, customer service, training, problem-solving capabilities, and recently completed Google IT Support and AI Essentials training, and ongoing pursuit of CompTIA A+ certification into the delivery of high-quality technical support.
Overview
28
28
years of professional experience
1
1
Certification
Work History
Technical Support Representative
Customer Engineering Services
Winter Park
07.2023 - Current
- Provide comprehensive technical support for Ricoh imaging systems and photo/print equipment, diagnosing and resolving hardware failures, software malfunctions, and performance issues to maintain continuous operations.
- Perform complex component replacements, software reloads, and wet-lab/legacy system repairs using advanced diagnostic tools and methodologies to restore system functionality.
- Execute equipment modifications and preventive maintenance schedules that minimize unplanned downtime and extend hardware lifecycle across client installations.
- Document all service activities in ticketing systems, including detailed technical notes, and follow established escalation procedures to ensure proper issue tracking and knowledge base development.
- Deliver hands-on operator training sessions to end users, improving their understanding of system features and capabilities while reducing repeat service requests.
- Collaborate effectively with scheduling teams, parts departments, and technical support staff to coordinate timely service delivery and ensure parts availability for critical repairs.
Merchandiser (Part-Time)
Advantage Sales and Marketing
Clayton
06.2020 - Current
- Manage product displays, inventory accuracy, and planogram execution across multiple retail locations, ensuring brand compliance and optimal product visibility.
- Conduct market research and implement promotional strategies that increase product awareness and drive customer engagement in competitive retail environments.
- Build and maintain strong professional relationships with store managers and retail staff through consistent communication and reliable execution of merchandising objectives.
- Perform regular inventory counts and restocking activities to maintain accurate stock levels and prevent out-of-stock situations during peak sales periods.
- Utilize technology and reporting tools to document merchandising activities and communicate findings to sales leadership.
Emergency Medical Technician - Paramedic
City of Beaumont
Beaumont
05.1998 - Current
- Respond to emergency medical calls, rapidly assess patient conditions under high-pressure circumstances, and provide lifesaving treatment using advanced medical protocols and equipment.
- Collaborate with hospital emergency department staff to ensure accurate patient handoff, communicating critical medical information and treatment administered during transport.
- Train and mentor new EMT personnel on safety protocols, medical equipment operation, and emergency response procedures to ensure team readiness and maintain high service quality.
- Maintain emergency medical equipment in a constant state of readiness through regular inspections, testing, and preventive maintenance activities.
- Complete detailed documentation of patient assessments, treatments provided, and incident details in compliance with medical and regulatory requirements.
Quality Service Technician
Customer Engineering Services
Winter Park
11.2021 - 07.2023
- Provided expert customer support and technical guidance, educating users on system features, service options, and promotional offerings to maximize equipment utilization and customer satisfaction.
- Designed and delivered comprehensive training programs for new staff members covering technical tools, operational workflows, and customer service protocols to ensure consistent service quality.
- Consistently met or exceeded productivity and quality performance targets while maintaining high customer satisfaction ratings through efficient problem resolution and professional communication.
- Conducted thorough needs assessments with clients to identify technical requirements and recommend tailored solutions that addressed specific operational challenges.
- Resolved customer concerns and technical issues promptly through systematic troubleshooting approaches, de-escalation techniques, and proactive follow-up communication.
- Maintained detailed service records and contributed to process improvement initiatives that enhanced team efficiency and customer experience.
Education
Bachelor of Science - Emergency Medicine
University of Alabama @ Birmingham
Birmingham, ALSkills
- Hardware & Software Troubleshooting
- Windows & macOS Support
- Remote Support
- TCP/IP Networking
- DHCP
- DNS
- Ticketing Systems
- System Configuration & Deployment
- Equipment Installation
- Help Desk & End-User Support
- Printer & Peripheral Support
- Technical Documentation
- Preventive Maintenance
- ServiceNow
- Zendesk
- Jira Service Management
- Diagnostic Tools
- Imaging/Photo Systems
- Remote Desktop Protocol
- Active Directory
- Network Troubleshooting
- Printer/Peripheral Setup
- LAN/WAN Configuration
- Network Diagnostics
Certification
- Google IT Support Professional Certificate, Completed
- AI Essentials Training, Completed
- Epson Tech Support Certification, Completed
- Hyko Certification, Completed
- CX3240 Duplex Printer Certification, Completed
- CompTIA A+ Certification, In Progress
References
Available on request
Timeline
Technical Support Representative
Customer Engineering Services
07.2023 - Current
Quality Service Technician
Customer Engineering Services
11.2021 - 07.2023
Merchandiser (Part-Time)
Advantage Sales and Marketing
06.2020 - Current
Emergency Medical Technician - Paramedic
City of Beaumont
05.1998 - Current
Bachelor of Science - Emergency Medicine
University of Alabama @ Birmingham