Provide technical support and pre-sales assistance for Torus Power’s line of toriodal isolation power conditioners used in audio video systems. Creation of product data sheets and manuals. Special projects as assigned (new product model functionality, testing and documentation / product electrical certification / product packaging redesign / migration to new ERP system)• Coordinated web site update• Assisted with the launch of a new product model (documentation and webinars)• Pre-sales review of client’s audio video system to recommend the appropriate product model options• Trade show coordination and participation

Provide in-house and on-site technical support / system troubleshooting of elevator emergency phone and video systems designed, developed, and manufactured by Webb Solutions Ltd. Provide pre-sales quotes for supply only and full system installations to comply with specific functional specifications and TSSA code requirements.• Reduced the number of product returns by troubleshooting issues in real time to determine exact issue and provide immediate resolution when possible• Quick response to order requests to ensure elevator company can meet inspection timeline to put elevator in operation.• Pre-sales review of elevator communication system specification to ensure appropriate configuration and equipment is identified and provide pricing accordingly• Train elevator company technicians on the operation, configuration, and troubleshooting of elevator emergency phone system

Technical support and installation services of security products.

Actively managed Technical Support Representatives for commercial security division that designed, developed, and manufactured access control, intrusion detection, and digital video surveillance (including IP cameras) products that could be fully integrated and networked (IP) for an international dealer base. → Reduced the technical support hotline call wait time by 50%, dropped calls by 90%, and improved first call resolution to 98% as part of the department's continual quality/process improvement program (ACE, Achieving Competitive Excellence, is United Technology Corporation’s business operating system similar to Six Sigma).→ Owned and lead the on time transitioning of all department’s operations and functions during divisions shutdown while still maintaining proper support for customers (business as usual) and ensuring transparency to customers throughout.→ Created process to ensure customer issues were addressed in an expeditious manner by standardizing the level of issue detail from technical support rep to then engaging Senior Engineering and Product Management for resolution prioritization, and delivery of solution.→ Worked closely with marketing and engineering as customer advocate to influence new product features and functionality.→ Evolved web based Issue Tracking system to include Best Practice Solutions, FAQ’s, How To’s, Technical documentation, and key process metrics (KPI) to continually improve support efficiency→ Regularly reviewed support team’s skills to ensure appropriate upgrade training in terms of product knowledge and support skills.

Coordinated and conducted investigation into escalated, high priority customer issues, as well as pre-sales security solution consulting to sales team and dealers. Maintained a fully networked product lab used for testing, investigation, application solution verification, demonstrations, and training. Workgroup leader for department's quality/process improvement program.→ A key player in the launch of a new, mid range security product via a technical/sales training tour of Australian dealer network resulting in a new revenue stream for the company.→ Project Manager for the complete overhaul and upgrade of division's product support lab resulting in a more complete, efficient issue investigation process, as well as a higher level of testing to reduce post release product issues.→ Managed the Customer Service pre-release test cycle with emphasis on application and system load performance.→ Vendor product evaluation→ Created/edited/verified all technical and end user bulletins to provide functional clarification, product alerts, and procedural details.

On-site and hotline support of international customer base for mid/large scale commercial security products based on Windows, VMS, and QNX operating systems.→ Managed the successful resolution of critical issues at major international (United Kingdom, Indonesia, Holland, Hong Kong, USA) customer sites.→ Provided product training to service/installation technicians, sales/marketing personnel, and end users. → Created technical and user clarification bulletins, pre-sales review of customer job tenders, and provided detailed customer application solutions.→ Project Manager of beta sites ensuring successful new product revision releases.