Jim Congdon Email and Phone Number

Provide level 1 technical support to US based customers. Provide level 2 support to other Edwards level 1 support centers around the world. Assist agents on case escalations requiring high level troubleshooting and recommendations.On an escalated basis, provide field service support at customers’ site.Provide mentoring to other Technical Support Specialists and Representatives.Use predefined procedures to identify, evaluate, solve and escalate product related issues.Establish best practices to reduce technical field installation time and application errors.Ensure accuracy of technical information provided to customers. Provide timely solutions to technical field problems requiring attention to detail.Test new products and training methods before they are introduced to customers.Communicate both verbal and written information in a clear and professional manner.Review and approve product technical manuals, knowledgebase additions, and related documents.Build strong internal/external working relationships utilizing tact and diplomacy.Define and manage procedures to identify, evaluate, solve and escalate complex product and policy issues.

Fire Alarm Design and EngineeringProject ManagementTechnical ServicesResponsible for the overall management of the installation, service, and engineering personnel to include design analysis, team supervision, and project management of construction projects in commercial installations.

Responsible for the overall management of the design/build division to includeDesign analysis, team supervision, and project management of construction projects in government facilities which include high rise office buildings, aircraft hangers, industrial facilities, historic structures, and military installations across the United States.Perform site surveys and create cost estimates during the bid process.Estimating, billing, and coordinating day to day operations.Determine staffing requirements. Interview, hire, and train new employees.Create daily reports and quality control project journals during the project.Actively involved with system installation, troubleshooting, programming, startup and commissioning. Review of Submittals and Preparation of project close out documents.Review designs to insure compliance with NFPA-72 NFPA-101, GSA Life Safety Code (PBS-P100), and UFC 4-021-01 as applicable per the project.Forecasting, communication, and coordination with Vendors and Subcontractors

Life Safety System Specialists and ConsultantsFire Alarm Design and EngineeringProject ManagementTechnical ServicesGovernment, Military, Veterans AffairsCurrent work with the CFP Group includes projects for the U.S Government that involve the design, analysis, installation, preventive maintenance and commissioning of fire alarm systems. My responsibilities also include scheduling, daily reports and quality control project journals.

Division Manager responsible for day to day operations of the Sales, Service & Installation DivisionsDesign and Engineering applications.

Fire Alarm Design and EngineeringProject ManagementTechnical ServicesGovernment, Military, Veterans Affairs

12 years experience as the Service Manager for Applied Systems Technology, one of the largest EST distributor’s in North Carolina. Responsibilities include overall management, administration and coordination of the Service Division of this Commercial Fire and Security Company based in the Raleigh, NC area.Obtained qualifications to be certified as an EST Master Technician and have other relevant work experience which includes over 3.5 years working as an electrician in a large hospital campus environment.