Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Murray Neilson

Summary

Conscientious Field Service Engineer with experience solving problems creatively and using tact and diplomacy to achieve win-win outcomes. Team player comfortable in competitive, fast-paced environments. Effective in handling direct customer inquiries, implementing Company policies and executing financial responsibilities.

Over 25 years experience offering outstanding support to users at various levels. Exceptional skills and knowledge in Customer Support and Hardware Service. Established reputation as sharp technology expert when working with customers to identify and deploy solutions. Skilled technician with broad base of experience in technical support and operations. Resolves problems quickly, delivering high levels of customer satisfaction.

Overview

44
44
years of professional experience
1
1
Certification

Work History

Customer Service Technician Level 4/5

TOSHIBA (Australia) PTY. LTD
Auckland, New Zealand
08.2022 - 11.2022


  • Conduct installation, service and repairs on Toshiba's and other manufacturers products over a 3 month period to cover for existing staff member international travel.

Senior Customer Service Engineer

RICOH NEW ZEALAND LIMITED
Auckland
12.2008 - 03.2022
  • Unpacking, hardware configuration and run-up of new multifunction devices prior to customer site installation
  • Installation, maintenance and repairs of Ricoh multi-functional photocopiers and printing equipment primarily throughout the greater Auckland area, but also covering Hamilton/Waikato areas when required
  • Including onsite and remote telephone assistance and problem remediation
  • Helping customers with any issues and training required to help them better understand and operate Ricoh multi-function print equipment
  • Attending to repeat breakdown and Supervisor Service Calls
  • Ensuring Company Standards, Policies and expectations are adhered to

Customer Service Engineer

NEW ZEALAND OFFICE SYSTEMS
03.2007 - 12.2008
  • On-going maintenance and repairs of primarily Ricoh and
    Kyocera Mita multifunctional print and copy equipment
  • Workshop run-up preparation and onsite installation of machines at customer premises
  • Performed complete refurbishment of second-hand machines prior to showroom display and/or sale.

Labourer

Greif New Zealand Limited
Auckland, New Zealand
01.2007 - 03.2007
  • Involved in most areas of manufacture of 1000 litre and 1125 litre bulk packaging containers
  • Ensuring all quality controls were adhered to as per company procedures and checklists
  • Completion of all necessary QC documentation.

Customer Service Engineer

Fuji Xerox NZ Ltd
05.1994 - 09.2006
  • Workshop preparation, customer site installation, testing, repair and on-going maintenance of High Speed Colour and Monochrome Electronic
  • Analogue and Digital High Speed multifunction Laser Office and Production Printers, Photocopiers and associated equipment, including networked and standalone equipment
  • Rostered 24/7 after hours and weekend callouts to customer locations to rectify machine breakdowns

Customer Support Engineer

Eagle Technology Group Ltd
Auckland, New Zealand
04.1989 - 04.1994

Systems Network Administrator

Eagle Technology Group Limited
Auckland, New Zealand
06.1988 - 03.1989

Technical Service Officer

New Zealand Post Office
02.1978 - 06.1988

Education

Tawa College
Wellington, WGN
11.1977

Skills

  • MS Office Excel and Word – intermediate
  • MS Windows – intermediate
  • Office365 - intermediate
  • Ethernet – intermediate
  • Optical Fibre – intermediate
  • Print Sharers – intermediate
  • Routers – intermediate
  • Network Technology
  • RS232 – intermediate
  • TCP/IP – intermediate
  • MS DOS –intermediate
  • PRIMOS – intermediate
  • SunOS - basic
  • Multitasking and Prioritization
  • Customer Service Support
  • Troubleshooting Network Issues
  • Help Desk Support
  • Technical Troubleshooting
  • Staff Training

Certification

UNIX – beginner.

The Ricoh Customer Service Program.

National Certificate in Electrical Engineering (Electrical Appliance & Electronics Service) Level 3.

CompTIA A+.

CompTIA N+.

Timeline

Customer Service Technician Level 4/5

TOSHIBA (Australia) PTY. LTD
08.2022 - 11.2022

Senior Customer Service Engineer

RICOH NEW ZEALAND LIMITED
12.2008 - 03.2022

Customer Service Engineer

NEW ZEALAND OFFICE SYSTEMS
03.2007 - 12.2008

Labourer

Greif New Zealand Limited
01.2007 - 03.2007

Customer Service Engineer

Fuji Xerox NZ Ltd
05.1994 - 09.2006

Customer Support Engineer

Eagle Technology Group Ltd
04.1989 - 04.1994

Systems Network Administrator

Eagle Technology Group Limited
06.1988 - 03.1989

Technical Service Officer

New Zealand Post Office
02.1978 - 06.1988

Tawa College

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Murray Neilson