Alexander Ghezavat
Sacramento,CA
Summary
Professional technical support professional with strong track record in troubleshooting, problem-solving, and delivering exceptional customer service. Adept at collaborating with teams to achieve optimal results and adapt to changing demands. Skilled in software and hardware diagnostics, network configuration, and user training. Known for reliability, effective communication, and proactive approach to resolving issues.
Overview
23
23
years of professional experience
Work History
Technical Support Specialist
GAF Energy
01.2002 - Current
- Maintaining inbound and outbound tickets and cases for shingle solar systems
- Services and project management daily
- Strong support and knowledge of energy storage, back up battery systems, and manufacturers
- Close monitoring of solar production and addressing any customer concerns
- Close interactions with electricians and field team
- Detailed and in-depth technical troubleshooting using electrical diagrams and plan sets
- On site visits with electrical install teams to assist with new product releases and for knowledge
- Hired on and trained multiple new technicians from field service to technical support
- Tasked to revise design and electrical plans if corrections are needed
- Vast knowledge in the solar industry and back-up energy storage
Technical Support Specialist Tier 2 (Off grid & Hybrid)
SMA-America
01.2021 - 01.2022
- Maintaining incoming calls from homeowners and technicians to troubleshoot SMA products
- Trained and hired as a temporary service center employee to a full time SMA employee within a month
- Assisted with new hire recruitment and trainings
- Took on projects from management that were assigned to me and ensured to complete them in a timely manner
- Helped mentor new employees to standards of a call center environment
- Streamlined new processes for call transfers for higher tier level assistance
- Strong leadership skills from past jobs and solar experience, along with call center experience
- Vast knowledge in the solar industry and back-up energy storage and off grid systems
- Excellent customer service skills and strong energy of passion for solar and power electronics
Key Accounts Customer Service Advisor
SolarEdge Technologies
01.2020 - 01.2021
- Managed VIP customer accounts and assisted with any issues that were escalated
- Ensured weekly meetings with key accounts were set up and all requests were fulfilled
- Managed fleet for multiple key accounts and sent pit
- Corrected any mistakes that may have been made by customer service or technical support agents
- Advised and assisted key accounts in new strategies to dispatch their service fleet effectively
- Assisted companies with better installations to drive down failures with their solar systems
Technical Support Specialist (Subject Matter Expert)
SolarEdge Technologies
01.2018 - 01.2020
- Assist customers with SolarEdge products when troubleshooting is needed via phone or live chat
- Close communication with higher tier levels to ensure escalations were resolved correctly
- Worked as the head subject matter expert and handled majority of department escalations
- Gained vast knowledge energy storage and back up battery systems and manufacturers
- Worked with leadership and HR with recruiting new hires
- Acted as a back up to the senior energy storage engineer and assisted with the daily tasks
- Assisted with new hire trainings and daily their job duties
Business Development Specialist
Dean Roofing & Solar
01.2018 - 12.2018
- Assisted customers with any technical issues receiving rebates for solar system purchases
- Close communication with major utility companies to ensure rebate processes were filed and correctly completed
- Assisted the team with new strategies to make operation processes more convenient
- Daily use of Salesforce CRM tools and applications
- Lead a team with multiple other specialists and assisted on training new hires to the department
- Assisted customers troubleshoot issues by using multiple different solar platforms and applications
- Worked close with the service technicians and SolarEdge Support and other companies
Service Coordinator/ Project Manager
Sun Works Solar
01.2016 - 01.2018
- Monitored and managed over 500 clients with commercial solar systems through multiple platforms
- Helped management recruit service technicians for the company using multiple job sites
- Responsible for scheduling and dispatching crews to perform maintenance and service functions
- Procured all equipment needed for upcoming and current projects while saving costs
- Implemented processes for the field teams to effectively complete projects in the field within one day
- Trained new hires on SOP's, responsibilities, and processes
- Always ensured safety first in the field for the services team and around the office and warehouse
Education
Some College (No Degree) - Photovoltaics
American River College
Sacramento, CASkills
- Operations Management: 10 years of experience overseeing business functions
- Customer Service & Support: 10 years delivering exceptional client service
- Microsoft Office Suite: 10 years proficient with Excel, Word, Outlook, and PowerPoint
- Bilingual Communication: Fluent in English and Farsi
- Leadership: 7 years of experience guiding and developing teams
Languages
Persian
Native or Bilingual
English
Native or Bilingual
Timeline
Technical Support Specialist Tier 2 (Off grid & Hybrid)
SMA-America
01.2021 - 01.2022
Key Accounts Customer Service Advisor
SolarEdge Technologies
01.2020 - 01.2021
Technical Support Specialist (Subject Matter Expert)
SolarEdge Technologies
01.2018 - 01.2020
Business Development Specialist
Dean Roofing & Solar
01.2018 - 12.2018
Service Coordinator/ Project Manager
Sun Works Solar
01.2016 - 01.2018
Technical Support Specialist
GAF Energy
01.2002 - Current
Some College (No Degree) - Photovoltaics
American River College