Providing remote diagnostic and technical/sales support for customers, JCI Installation, Service Technicians and authorized contractors involving LAN and WAN based Security, Access control, Video and integrated networked systems. Field calls, electronic communications and voicemails from customers, technicians and sales people to provide technical support on installation, operation, application and service issues. Support and deploy security related technologies, including firewalls, VPN’s, access lists, intrusion detection systems, setting up user accounts, permissions and passwords. Enter, update, and close tickets for service into Salesforce and knowledge databases. Provide technical support in troubleshooting network communications. Explain physical layout and functionality of hardware to guide the technician through the installation & repair of such equipment. Escalate extensive technical problems to the project team or the vendor as needed. Write technical instruction manuals when better proven methods are encountered. Perform other duties as assigned.

Providing Project Leadership for enterprise-class software solutions deployments, along with creating project plans (tasks, timelines, etc) for designed solutions. Work also includes executing this project plan and coordinating activities among client, internal resources, and vendor partners. Working with Account Managers and Engineering to assist clients with developing strategic visions as they move towards enterprise-class security solutions. Typical activities include consultative whiteboard sessions with clients, analyzing technical and process data, designing solutions, creating project task outlines, and quote generation assistance. Provide advanced technical support to operations or service tasks that have been escalated through field personnel or require extensive interaction with product manufacturers also oversea through to completion. Lead initiatives on new product rollouts, act as high-level liaison to major manufacturers, creating team documentation and communication processess, custom solution creation, and self-education.

Providing Advanced Technical Support in the areas of administration and troubleshooting for specified Global customers using Enterprise Access Control and Video Systems. Responsible for providing consistency regarding installations, testing, commissioning, device operation, naming conventions, programming, trouble shooting, systems maintenance and health checks for Global customers. Responsibilities are not limited to providing training and technical assistance to both customers and TycoIS field personnel.Utilizing a high level of proficiency in all aspects of multiple card access, and video enterprise systems, and on a largely self-directed basis, program and configure new installations to include access areas, panel information IP address/backup IP, badging categories, schedules (ranges from <5 readers to >105).Perform acceptance testing for all hardware installations globally. Troubleshooting system software issues and perform regular system updates, patches, and health checks. Directly interface with client security officers and key members of the global support team to assist in managing global customer enterprise systems as well as participate on system design and support conference calls.

Provides escalated technical support on access control and video systems via phone or emails to technicians, project managers, service managers and external customers.Train end users on installed hardware and software products; Reduces internal work orders by delivering technical support remotely.Provide support on router/network configurations and diagnoses configuration issues.Troubleshoots small business LAN's and WAN's, configure networks for mobile applications.Identify trends in customer issues and writes or re-writes procedures to make call flow and service quality more efficient.

Installed and programmed CCTV, Access Control and Parking Gate products.Configured WAN networks for small businesses, hospitals, and school systems.Pulled cable and installed head end equipment.Trained end-user groups on video equipment and provided on-site supportManaged various teams third party Sub-Contractors for projects 3-12 months long each.

Pulled all cabling for the equipment, wired and tested all items for proper operation. Programmed DVR's along with training the end user on how to operate the Access Control System Software, serviced and installed all Access Control & CCTV products.