Cary Marsalis

Background

About Cary Marsalis

Core Competencies: • Client relations • Problem solving • Conducting training classes and seminars • Conflict resolution • Extensive technology support experience • Experienced with running various types of office equipment • Phone support and call center experience • Troubleshooting and diagnostics • Technical writing and documentation • Trade shows and presentations • Team supervisor • Customer support • Office, hybrid and remote experience WORK EXPERIENCE LEAD DIGITAL SOLUTIONS ENGINEER 05/1992 to 07/2024 CANON USA, INC, Irving, TX • Provided support for customers, assisted field technicians in troubleshooting and resolving problems with equipment and networking issues, and conflict resolution for the regional customers and team members • Managed and assigned incoming trouble tickets for the team and acted as the primary contact for a national customer. • Numerous company awards for customer service, collaboration, innovation, and teamwork. • Trained new employees and supervised a team of seven employees while assisting the regional manager in the day-to-day management of the region. • Developed a solution to a customer issue across the product line, created a seminar on the resolution and trained technicians on implementation of the fix both in person and on Teams. • Continuously expanded technical knowledge base through ongoing professional development opportunities and active participation within industry forums or events. • Collaborated closely with product management teams to identify essential features for product development roadmaps. • Operated many different types of office equipment for troubleshooting, customer training, products enhancements and beta testing. CANON USA, INC, Alexandria, VA 10/1989 – 12/1991 Field Service Technician II • Handled troubleshooting, repairing and maintaining copiers at customer locations. • Resolved customer complaints and issues with difficult customers. • Trained new technicians. • Assisted in supervisory duties as needed. • Obtained Security clearance to provide service to high security facilities and handle sensitive information. • Responded quickly to emergency maintenance requests for timely on-call support • Maintained a high level of professionalism in all interactions with clients, consistently receiving positive feedback for exceptional service.