Christopher Sloan

• Provided advanced troubleshooting for HVAC systems to resolve complex customer issues.
• Collaborated with engineering teams to relay technical feedback and product improvements.
• Guided junior team members in effective problem-solving techniques and customer communication.
• Analyzed technical issues using diagnostic tools to identify root causes efficiently.
• Responded quickly to escalated calls from Tier 1 and 2 Technical Support staff members.
• Tracked customer tickets using ticketing systems such as ServiceNow or Remedyforce.
• Provided technical support to clients over the phone, email, and through remote access sessions.
• Created detailed reports of all service requests for future reference.
• Maintained accurate records of customer interactions using a ticketing system.
• Participated in training sessions on new technologies or services offered by the company.
• Maintained records of data communication transactions, problems, and remedial actions or installation activities.
• Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
• Maintained positive working relationship with fellow staff and management.
• Conducted remote diagnostics to identify and solve technical problems.
• Documented all customer interactions and resolutions in the ticketing system for future reference and reporting.
• Monitored and responded to support tickets in a timely manner, prioritizing based on urgency and impact.
• Guided customers through step-by-step solutions in a clear and concise manner.
• Collaborated with the technical team to discuss recurring customer issues and develop long-term solutions.
• Stayed abreast of latest software developments to enhance job knowledge.
• Increased technical knowledge by reading trade publications, operating manuals and diagnostics information.

• Collaborated with subject matter experts to enhance training content.
• Coordinated training schedules to maximize resource availability and efficiency.
• Assisted in developing instructional materials such as presentations, handouts, videos, and manuals.
• Created and conducted in-person, online, and onsite training sessions to ensure a thorough understanding of the subject matter.
• Coordinated with vendors to purchase necessary equipment for conducting virtual classroom sessions.
• Prepared reports summarizing the success of each program offered by the department.
• Worked with leadership to assess training requirements.
• Researched new teaching methods to enhance student engagement and learning outcomes.
• Monitored training costs and prepared budget reports to justify expenditures.

• I Provide technical support for HVAC technicians specifically with LG ductless and ducted , single zone/ multi zone ,
• residential and commercial vrf systems. I strive to be courteous and helpful yet remain in control and focusing on getting to the root issue as effeciently as I can. A routine day consists of trouble shooting over the phone or from data saved from diagnostic tools ,giving part numbers , logging the call information so if the technician needs to call back the next agent is able to pick up where I left off and see my vision for where we would go next.
• Delivered engaging presentations to facilitate learning sessions.
• Collaborated with subject matter experts to enhance training content.
• Developed policies and procedures related to technical training initiatives within the company.
• Maintained records of all instruction activities including attendance rosters, evaluations, tests scores.
• Created and conducted in-person, online, and onsite training sessions to ensure a thorough understanding of the subject matter.
• Devised and implemented course updates to answer to changing company needs.
• Stayed up to date on changing technical processes and needed skills.
• Provided feedback to students on their progress throughout the course.
• Coordinated with vendors to purchase necessary equipment for conducting virtual classroom sessions.
• Monitored training costs and prepared budget reports to justify expenditures.

• Conducted service appointments to diagnose and fix problems.
• Traveled to customer locations to complete work for pre-set appointments.
• Examined previously completed work for accuracy.
• Maintained certifications and completed training on systems and components.
• Communicated with clients for outstanding customer service and to increase repeat business.
• Logged services performed in service ticket system.
• Trained new team members on service processes to increase productivity.

-Started out as installer both new construction, and replacement worked my way up becoming a service technician who was proficient both residential and commercial equipment.

-Quickly proved myself to be a proficient technician who could always make the repair but knew when it was in the customer's best interest to suggest they make the replacement .

-Promoted to a field supervisor

Transitioned into a inside tech support position.

Soon became the subject matter expert over the I Comfort wifi thermostat