Accomplished senior technical support engineer/team lead with over 8 years of experience in technical support, service operations, and team leadership within the printing and IT hardware industry. Skilled in installation, configuration, troubleshooting, and maintenance of Ricoh multifunction printers (MFPs), digital duplicators, and Seqrite security products. Proven ability to lead and mentor technical teams, coordinate service operations, and ensure timely issue resolution to maintain high customer satisfaction. Adept at problem diagnosis, root cause analysis, and process optimization to reduce downtime and improve operational efficiency. Strong communicator with a focus on customer service excellence, performance management, and continuous improvement.