Support for our World Class Access Control software applications, operating environments and associated hardware. Customer support delivered in a helpdesk environment via phone, email, and remote access software. Participating in the quality assurance testing of new software releases by assisting the Development team with testing and proof of concept

• Worked in a team of six delivering superior customer service focusing on customer needs, developing and retaining positive customer relationships, while creating and executing solutions in collaboration with customers; provided equipment troubleshooting and diagnosis, repair and resolution• Maintained effective interaction with internal dispatch, management, warehouse, and technician teams• Remained current on all equipment education and continually broaden scope of technical skill-set and theory of operation• Ordered and scheduled delivery of repair parts and maintained inventory• Followed company policy to accurately record and complete work orders while maintaining accurate documentation• Trained, certified and supported technicians out in the field to ensure a quick turnaround time with all warranty work• Maintained and managed all training to include accounts within Latin America

Certified Alarm TechnicianInstallation and repair of residential alarm and automation system. To include fire alarm safety systems.

• Provided full service desktop support to clients in a walk – in environment, supporting Windows based units, Apple based units, portable, static and hand held, including printers and cameras• Covered hardware diagnostics and replacements, software repair, and data backup recovery• Provided end – users with troubleshooting, repair and support services within Windows and Macintosh environments; repaired over 100 units per week• Provided a turnaround time of 2.5 days on most issues while keeping a high level of quality; ensured face – to – face customer education to help user have better understand of their device

• Supervised 50 personnel in the implementation of new procedures, standards, and programs to improve work productivity and equipment accountability• Provided mentorship and training in communications maintenance procedures to over 40 personnel over 2 years.• Managed over $100M worth of equipment systems repairs; directed the installation of hundreds of tactical communications systems to successfully complete assigned operations• Directed the integration of companywide software and procedural updates for the communications’ section resulting in compliance inspection increase from 70% to over 90%• Supervised the reporting of over 1500 pieces of tactical communications equipment in inoperable status resulting in under 50% readiness to operational capable statuses of over 85% readinessMaintenance Technician• Repaired high density circuitry of communication systems down to the micro-miniature components on the circuit boards by troubleshooting, using schematics, and circuit analysis• Ensured a high level of productivity while leading and training 4 Marines in all aspects of electronics maintenance• Worked with companies and entities to obtain over $100K worth of parts and repair equipment; proficient with Oracle systems, Windows 7, and Microsoft OfficeServed as a vital member of a team that reverse engineered a troubleshooting plan and created schematics of circuitry within communication equipment