Mike Abassi

Experience

• 

  Sharp Business USA

  Jan 2003 - now

  - Post-Sales Support Perform testing of the configured solution and ensure the solution is functioning as designed; resolve any issues promptly.Document solutions by developing user/admin manuals, flowcharts, layouts, diagrams, and charts.Provide on-site/remote technical support and maintenance for customer solutions.Maintain ongoing client satisfaction, retention, and account expansion.- Pre-Sales SupportParticipate in pre-sales opportunities with the sales team to provide technical and/or industry knowledge.Work with customers to understand and identify their strategic vision, objectives, and needs, while aligning our products and services where business opportunities exist.Conduct onsite discovery meetings with key customer stakeholders to determine requirements and translate business process requirements into a technical solution.Define proper system infrastructure needs to be based upon the customer's technology landscape.Design and implement technology solutions in which industry standards and best practice knowledge are applied.- Lead the on-site installation and configuration of Sharp Business USA at client locations, setting up their networks to establish connectivity between MFP and client’s network/PC, which enables scanning, printing, and other functions from computers and mobile devices.- Provide remote and on-site troubleshooting for all network connectivity and system errors, deploying effective resolution to restore devices to proper working condition.- Selected to serve in a leadership role, providing coaching and mentoring for other team members on network support tasks and internal processes; served as lead IT administrator for numerous large-scale installations.- Provided off-hours support for a client that was concerned with downtime caused by the rollout of a fleet of machines; created a backup and duplicate files to import into the devices, ensuring on-time system deployment. Show less Provide system and network support for clients’ scanning, printing and auditing devices to ensure high-level reliability and stability. Partner with cross-functional teams and clients’ IT departments to define system/network requirements and resolve issues with connectivity to ensure minimal device downtime. Perform various support and network administration functions, including performing root cause analysis of all device issues.Lead the on-site installation and configuration of Sharp systems at client locations, setting-up their networks to establish connectivity between MFP and client’s network/PC, which enables scanning, printing and other functions from computers and mobile devices.Provide remote and on-site troubleshooting for all network connectivity and system errors, deploying effective resolution to restore devices to proper working condition.Promoted MICAS reporting software to all clients, recommending the installation of the solution for effective monitoring of meter reads and toner level tracking. Educated clients on the benefits and security of software; increased MICAS installations across region from 33% to 78% utilization.Selected to serve in a leadership role, providing coaching and mentoring for other team members on network support tasks and internal processes; served as lead IT administrator for numerous large-scale installations.Took over one of the company’s largest clients, Gila River Gaming, which was in danger of terminating their relationship due to lack of communication regarding system support. Reached out to all the key points-of-contact and developed plan for rebuilding the relationship; efforts resulted in the client moving forward with a large device refresh project and ongoing relationship, driving $50K in revenue.Provided off-hours support for client that was concerned with downtime caused by rollout of fleet of machines; created backup and duplicate files to import into the devices, ensuring on-time system deployment. Show less

  • Managed IT Services Associate Engineer

    Feb 2022 - now

  • Sr. Network Specialist | IT Specialist

    Jan 2003 - Feb 2022
• 

  Best Buy

  Jan 2011 - Jan 2012

  Geek Squad Advance Repair

  Delivered quality system/hardware support to diverse customers to ensure their overall satisfaction and retention. Conducted troubleshooting and diagnostic testing to determine root cause of issues and developed action plan for restoring system to working condition. Built strong customer relationships by providing optimal technical support, service and assistance. Performed system installations for customers devices/computers, including configuring printers, modems, scanners, cameras, video devices and more. Identified issues with software and operating systems, working with customers to deploy resolution; resolved high-risk issues, including removing viruses and malware from computers. Interacted with customers effectively to determine their technical needs and system requirements. Received recognition from customers for providing top-level support and assistance within a timely manner. Show less