Meet the Service Leader Driving Even Faster Service Response at Visual Edge IT 

Anyone who’s ever had an important project stalled by a copier or printer issue can appreciate what drives Daniello Cimarelli. 

As Area Service Director for Visual Edge IT’s New England region, Daniello has spent decades helping customers keep their technology running smoothly—and reducing the stress that happens when it doesn’t. Now, he’s piloting a remote support initiative designed to solve customer issues even faster, often before customers even realize there’s a problem. 

About Daniello Cimarelli 

Daniello’s career in the office technology industry began shortly after high school at Xerox, where he worked in maintenance and operated high-volume copy centers for organizations like Providence College and Texas Instruments. After nearly a decade there, he moved into the independent dealership world as a field technician and steadily worked his way up through the service organization. 

Over the years, he built experience across every side of service support, from repairing equipment and connecting devices to customer networks to leading technicians and supporting customers directly. 

Today, Daniello works closely with field managers, dispatch teams, technicians, and customers across the region. He spends his days reviewing incoming service calls, helping resolve customer concerns, coordinating technician support, or visiting customer sites to ensure everything is running the way it should. No two days are ever the same, and he likes it that way. 

For Daniello, though, the objective is consistent: “The goal is to reduce stress for customers and keep their business moving,” he says. 

That customer-first mindset is driving one of the newest projects he’s helping pilot for the service team: a proactive remote support program that acts as a first line of defense for equipment issues.  

In many cases, the team can resolve problems within minutes or identify issues before they turn into larger disruptions using monitoring software and proactive diagnostics. 

“We can often resolve issues before the customer even realizes there’s a problem,” Daniello explains. "If there are any error codes, we can reset them. Any reoccurring issues, we can see them and then dispatch a technician to go on site.” 

The result is faster uptime, fewer interruptions, and less waiting for onsite service visits. 

Looking Ahead 

While technology continues to evolve, Daniello believes one of the simplest ways customers can reduce frustration is through regular equipment training. His advice is straightforward: make sure multiple employees know how to use the equipment confidently—and continue training regularly, especially in environments with frequent staff turnover. 

“If a customer has two machines in their office, we recommend at least two or three people who know how to use them,” he says. 

That approach is especially valuable for schools and other organizations where new employees regularly need to learn unfamiliar systems. Ongoing training helps prevent avoidable service calls, reduces downtime, and gives employees greater confidence using the technology they rely on every day. 

For Daniello, helping customers feel supported is just as important as fixing the equipment itself. As remote support capabilities expand, he sees even more opportunities to create a proactive service experience that keeps customers productive and removes stress before it starts. 

“I think the ability to have machines worked on remotely is big,” he says. “Customers don’t have to get involved at all, and we can curb a lot of problems before they become bigger issues.” 

That practical, customer-focused mindset is exactly what customers have come to expect from the Visual Edge IT service team: responsive support, proactive solutions, and people who genuinely care about keeping business running smoothly.