Aaron Pettine
Webster,NY
Summary
Experienced Enterprise Access Control Specialist and Technical Trainer with over 6 years in supporting, configuring and training on LenelS2 OnGuard systems and Mercury hardware. Expertise includes access control architecture, system troubleshooting, and IP networking. Since 2020, delivered LenelS2 product certification training to diverse audiences, effectively simplifying complex technical concepts for both field technicians and IT professionals.
Overview
10
10
years of professional experience
Work History
Product Technical Trainer
LenelS2
Victor, NY
11.2020 - Current
- Delivered product technical certification training to 15-20 security integrators, technicians, and IT professionals per class, teaching 3-4 days per week to enhance technical proficiency.
- Deliver advanced enterprise access-control training covering area controls, mustering, segmentation, building and Boolean logic, and other custom system configurations.
- Train technicians on Mercury controller architecture, reader interface modules, input/output modules, reader wiring, IP configuration, and RS-485 communications.
- Utilized third-party platforms like Axis LMS and VMWare Virtual Learning Platform to enhance customer training experience and gather feedback for continuous improvement.
- Lead courses and custom training modules, providing best-in-class aftermarket support, maintaining an NPS score of over 75 for 5 years, and 400+ customer responses.
- Configure and maintain training environments, including Mercury controllers, readers, I/O hardware, network settings, and system communications; troubleshoot hardware, firmware, and connectivity issues as needed.
- Conducted in-person, online, and onsite training sessions, ensuring comprehensive understanding of subject matter to meet client needs.
- Organize the transport and delivery of equipment to and from client sites for on-location course delivery.
Technical Support Engineer
LenelS2
Victor, NY
04.2019 - 11.2020
- Provided remote technical support for LenelS2 OnGuard systems, diagnosing customer issues through remote desktop tools and troubleshooting application and system problems.
- Diagnosed customer issues through targeted questioning, delivering timely solutions to enhance customer satisfaction.
- Simplified technology-related details for security integrators and end users, improving communication and support effectiveness.
- Provided accurate and relevant documentation, blueprints, and user guides from various sources.
IT Support Specialist
Pittsford Central School District
Pittsford, NY
08.2017 - 04.2019
- Reviewed service requests to resolve IT issues, documented and managed tickets to enhance problem resolution processes.
- Software deployments both through remote configuration tools and in person, while providing training for administration.
- Maintained technology inventory across district, ensuring functionality of desktops, laptops, mobile devices, tablets, printers, and projectors.
- Audited software tools/applications for security compliance, user-friendliness, and alignment with requirements.
Instructional Technology Support Specialist
Pittsford Central School District
Pittsford, NY
09.2016 - 08.2017
- Developed and executed professional development courses for faculty and staff on district software, enhancing user competence.
- Provided individualized training for administration and staff on best practices for organization software, improving software utilization.
- Created documentation, guides, and standard operating procedures for software applications and hardware equipment, ensuring consistent usage across the district.
Education
Bachelor of Science - Earth Science Teacher Education
SUNY College At Brockport
Brockport, NY12-2015
Skills
- Enterprise Access Control Systems
- Access Control Architecture & Configuration
- LenelS2 OnGuard & Mercury Hardware
- OSDP, Wiegand & RS-485 Communications
- IP Networking, TCP/IP & Windows Troubleshooting
- Hardware & Systems Troubleshooting
- Technical Training & Product Certification
- Technical Presentations & Customer/Integrator Support
Timeline
Product Technical Trainer
LenelS2
11.2020 - Current
Technical Support Engineer
LenelS2
04.2019 - 11.2020
IT Support Specialist
Pittsford Central School District
08.2017 - 04.2019
Instructional Technology Support Specialist
Pittsford Central School District
09.2016 - 08.2017
Bachelor of Science - Earth Science Teacher Education
SUNY College At Brockport