Anthony Abram
Duluth,GA
Summary
Dynamic, results-oriented professional dedicated to leveraging a diverse skill set to enhance business performance. Proven ability to excel in both independent and collaborative environments, demonstrating a strong work ethic and adaptability to evolving processes. Committed to fostering growth and enhancing efficiency, with a keen focus on meeting company needs and maximizing service value. Passionate about driving impactful results that contribute to overall success.
Overview
13
13
years of professional experience
Work History
Remote Technical Alarm Specialist
ADT Security
Duluth, GA
10.2024 - Current
- Provide top-notch technical assistance to existing customers via scheduled outbound calls, ensuring swift and effective solutions.
- Troubleshoot and install a wide range of ADT products and services, clearly communicating complex issues and their resolutions to enhance the customer experience.
- Showcase in-depth knowledge of ADT products and services to enhance customer satisfaction.
- Educated the customer on the functionality of their system and identify additional security and home automation solutions to further enhance the customer’s home.
- Address various technical issues, including:
- Landline and cell/radio communication failures
- Peripheral security devices including door/window sensors, glass break detectors, motion detectors, life safety equipment, etc.
- Trouble Conditions on Honeywell, Ademco, DSC, IQ, Command systems and more.
- Doorbells, Thermostats, Garage Door controls, Z- Wave and Wi-Fi extenders.
- Camera issues (offline, not recording, black screens, clips not saving)
- Education and Set-up for applications used by customers based on system type. ADT Pulse, Alarm.com, ADT+, Google Home, etc.
Senior Analyst-Service Desk IT Support
HCL Tech-USA
03.2023 - 08.2024
- Provide first contact technical support for iPhone, iPad, Android, hardware, software, procedures, password resets, etc
- Via the telephone, email, chat and/or the internet/intranet
- Uses knowledgebase and documentation ticketing system to troubleshoot, resolve, document, and/or research incidents
- Complete software installation and configurations for VPN, Mobile Pass/eTokens and soft phones/Cisco IP Phones: Jabber, UC Integration and Zoom Improve first contact resolution rate
- Follows and supports workforce management, service management, and incident handling procedures and philosophy to resolve business partner's problems
- Ability to meet SLA's while working remote providing remarkable support to State Farm employees.
- Identified support issues and initiated actions for resolution.
- Troubleshoot issues on device-specific problems, network performance, and internet connectivity.
- Resolved incidents related to hardware, software applications or network connectivity issues.
- Set up equipment for employee use, performed and ensured proper installation of cables, operating systems, and appropriate software.
- Provided efficient and courteous service to customers at all times.
- Committed to delivering excellent customer service while working in a fast-paced environment.
Enterprise Technology- IT Support
State Farm Mutual Insurance Company
Atlanta, US
01.2017 - 03.2023
- Provide first contact technical support for iPhone, iPad, Android, hardware, software, procedures, password resets, etc
- Via the telephone, email, chat and/or the internet/intranet
- Uses knowledge-base and documentation ticketing system to troubleshoot, resolve, document, and/or research incidents
- Follows and supports workforce management, service management, and incident handling procedures and philosophy to resolve business partner's problems
- Complete software installation and configurations for VPN, Mobile Pass/eTokens and soft phones/Cisco IP Phones: Jabber, UC Integration and Zoom
- CHAT support
- Proctoring Assignments to train new hires in nesting before they go into production
- Partnerships with 2nd and 3rd level workgroups.
Underwriting Service Assistant
State Farm Mutual Insurance Company
Atlanta, US
01.2015 - 12.2017
- Resolves policyholder problems and work with other departments to resolve policyholder issues
- Performs premium breakdowns to provide competitive rates, products, and service
- Assist with the Quality check process to ensure policy change request are processed correctly and in a timely manner
- Ensures confidentiality according to company policy.
Shift Supervisor
G4S Secure Solutions- Cox Communications
Atlanta, US
12.2012 - 12.2014
- Developed and maintained positive working relationships with others to reach business goals
- Operate computer programs for gathering data and storing information, as well as for the purpose of monitoring employees
- Oversee staffing, scheduling, and on-site training for security officers assigned to his/her shift
- Monitored and supervised the SOC and provided access privileges to officers and employees
- Increased morale and performance by exuding a positive attitude in the work environment resulting in a 35% increase of work production and increase in attendance.
Education
Associate of Applied Science - Network Systems Administration
DeVry University
Skills
- Skilled in managing Microsoft Windows 10 environments
- MacOS
- Android
- Apple IOS
- Cisco IOS
- Active Directory
- MS Office 365
- Service management expertise
- ServiceNow platform expertise
- SharePoint
- Amazon Web Service
- Cisco routers/remote switches
- Desktops/laptops
- LAN printers
- All in ones HP
- COD's
- Customer-focused technical assistance
- Customer assistance
- Troubleshooting techniques
- Alarm systems installation
- Network connectivity issues
- Software configuration
- Incident management
- Communication skills
- Remote troubleshooting
- Application setup training
- Service desk operations
- Security system maintenance
- Hardware diagnostics
- First contact resolution
- Skilled in utilizing ticketing systems
- Cross-functional collaboration
- Expert problem solving
- Analytical thinking
- Quality assurance processes
- Technical communication
- Proficient in [Salesforce]
- Root-cause analysis
- Team collaboration
- Technical troubleshooting
- Team building
- Problem-solving abilities
- Excellent communication
- Relationship building
- Conflict resolution
Timeline
Remote Technical Alarm Specialist
ADT Security
10.2024 - Current
Senior Analyst-Service Desk IT Support
HCL Tech-USA
03.2023 - 08.2024
Enterprise Technology- IT Support
State Farm Mutual Insurance Company
01.2017 - 03.2023
Underwriting Service Assistant
State Farm Mutual Insurance Company
01.2015 - 12.2017
Shift Supervisor
G4S Secure Solutions- Cox Communications
12.2012 - 12.2014
Associate of Applied Science - Network Systems Administration
DeVry University