Gary Leopold

Experience

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  United States Air Force

  Mar 1987 - Apr 1991

  Sergeant-Power Lineman

  Install and maintain all electrical power distribution on base.Install and maintain all airfield lighting systems.Install, maintain, and test all vital grounding systems in the weapons storage area, alert facility, communications facilities, and other sensitive areas.Install and maintain all exterior lighting on base.

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  Ricoh Americas Corporation

  Mar 1995 - Feb 2013

  Production Systems Technology Service Specialist II

  Strong focus on forming and maintaining customer relationships.Trained on and serviced most of Ricoh's product line.Hardware:B&W/color printers, scanners, digital duplicators, analog and digital wide format, color MFP's up to 60ppm, mono MFP's up to 135ppm, Plotmatic Finisher, GBC streampunch, Epson Color Plotter, Perfect Binder, Ring Binder, Fax Machines, HP color/mono printers, HP Plotters.SOFTWARE: Personal Paperless Document Management (PPDM), ECopy, @Remote Appliance and @Remote Enterprise Pro, App to Me, Hotspot Printer and MFP, Globalscan Software Suite, Fiery installation, configuration, and maintenance, Enhanced Locked Print (ELP), Card Authentication Program (CAP), Fonality and Cisco phone systems, Plotbase, Smart Device Monitor for Admin and Client, Smart Accounting, Scan Router Pro, Desktop Binder ProCertifications:Comptia A+Comptia Net +MCPAdditional responsibilities:Assistant Manager/Acting Supervisor/Team Leader- helped drive the KPI's for the service teamParts, tools, and service supplies orderingNetwork TroubleshootingNew hire field rides/trainingMaintained Demo Room equipmentProvided technical support for service team members Show less

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  Samsung Electronics America

  Mar 2013 - Nov 2017

  Product Support Engineer

  Territory- Midwest US(19 States)Strong focus on forming and maintaining customer relationships.Provide both remote and onsite advanced technical support to dealers for all of Samsung’s printers/MFP’s- A4 and A3Provide additional/refresher training on MFP’s(cover service mode procedures as they pertain to repairing the devices).Provide training on various service applications (ie. Rsupport, Remote View, SPDS, Smart Service, Smart Update)Provide training on support websites such as BTSP and GSPNAssist dealers with finding parts needed and/or escalating a parts issue to Parts Department or HQ in regards to making non-available parts availableEscalate issues to HQ Engineering team for issues that cannot be resolved with onsite visitsParticipate in HQ rework projects at our various warehouses when neededAssist in the setup and breakdown of our printer/MFP’s at the National Dealer MeetingsTerritory Management Show less

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  HP

  Nov 2017 - now

  · Provide a single point of contact for service managers at major partners deploying and supporting HP’s Channel Partner portfolio· Lead consulting with partner delivery teams in planning, delivering, and managing complex support design, deliver, and manage delivery of office printing solutions.· Drive monthly/quarterly reviews with partnerso Provide expert consulting on a specific technology, application, service offering or market segment through proactively maintaining high-level technical, operational expertise and understanding of industry trends.o Promote HP strategies for improving products serviceability, diagnostic tools, SDS Value propositiono Gather feedback, provide access to existing documentation and support tool set, fleet support reportingo Find broken processes, improve communications, fix breakdowns and define improvements plans.o Deploy Service programs & Program changes with partnerso Resolve technical and business incidents.o Elevate Customer Support and Global Business Units attention on unresolved issues to find and fix hot problemso Quickly solve technical issues or escalate to appropriate teams in Customer Support / GBUo Ensure partner readiness for Process & Systems training. In case of a Compliance investigation, drive engagement with Partner’s Managemento Perform Partner assessments & ensure partner compliance to HP Ops guideo Review partner delivery performance (Delivery KPIs) & Corrective action planso Apply deep and broad office printing technical background and knowledge of copier industry trends to manage critical channel partner relationships.o Integrate technical knowledge and business understanding to create solutions for channel partners.o Mentor/consult with team members, other organizations, customers, and vendors on the most complex issues.o Mentor/assist less-experienced team members on complex incidents. Show less

  • Partner Service Technical Manager

    Apr 2019 - now

  • Partner Service Consultant

    Apr 2018 - Apr 2019

  • Product Support Engineer

    Nov 2017 - Mar 2018