Summary
Overview
Work History
Education
Skills
Timeline
Generic

Erin-Elizabeth Williams

North Richland Hills,TX

Summary

To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.


Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

17
17
years of professional experience

Work History

Commerical Data Services

ADT / Protection One Security
11.2021 - 07.2023
  • Account creation
  • Work with tech on site to prepare account for activation and monitoring
  • Add/ update data provided by customer/ business Organize, sort, and check input data against original documents using excell, as well as adding and removing codes and contact info
  • Completed data entry tasks with accuracy and efficiency.
  • Followed established procedures to enter and process data correctly.
  • Assist with technicians to complete required processes of wireless technology and connection procedures via cell activation

Technical support agent

ADT security services
01.2017 - 10.2021
  • Analyzed issues to identify troubleshooting methods needed for quick remediation.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Services, configures convert programming per customer request or tech on site with approval, and troubleshoot existing security systems, and site automation solutions including, but not limited to, fire and carbon monoxide, burglar alarm and cctv
  • Assist with technicians to complete required processes of wired and wireless technology and connection procedures.
  • Assist in completing customer request over phone or thru online request for adding and removing codes and adding and removing zones or any other approved data programming changes.
  • Documented support interactions for future reference.

Outbound/inbound Emergency Dispatch Operator

ADT security services
01.2016 - 01.2017
  • Received incoming telephone and alarm system calls regarding emergency and non-emergency situations and dispatched appropriate police, fire and ambulatory services to premises.
  • Receive & review alarm signals and respond using the information provided from account, cameras and customer
  • Transfer calls to various departments depending on customer authorization
  • Trouble shooting with customer to solve technical issues with panel over the phone Create service job for any issues that cannot be solved over the phone
  • Follow special instruction provided for specialized accounts including viewing cameras and providing escort inside building
  • Documented support interactions for future reference.

Technical Support Representative

ADT/ Tyco Integrated Security
09.2010 - 08.2013
  • Analyzed issues to identify troubleshooting methods needed for quick remediation.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Services, configures convert programming per customer request or tech on site with approval, and troubleshoot existing security systems, including, but not limited to, fire and carbon monoxide, burglar alarm and cctv
  • Assist with technicians to complete required processes of wired and wireless technology and connection procedures
  • Assist in completing customer request over the phone or thru online request for adding and removing codes, and adding and removing zones or any other approved data programming changes., Responsibilities
  • Documented support interactions for future reference.

Outbound/inbound Emergency Dispatch Operator

ADT security services, Tyco integrated security
10.2006 - 08.2010
  • Received incoming telephone and alarm system calls regarding emergency and non-emergency situations and dispatched appropriate police, fire and ambulatory services to premises.
  • Receive & review alarm signals and respond using information provided from account, cameras and customer.
  • Transfer calls to various departments depending on customer authorization.
  • Trouble shooting with customer to solve technical issues with panel over the phone Create service job for any issues that cannot be solved over by phone.
  • Follow special instruction provided for specialized accounts including viewing cameras and providing escort inside building.
  • Facilitate necessary escalation pathways with various value-added departments such as Tyco Select, Interactive Video, and Guard Tours, checking for authorization and proceeding from there.
  • Inbound customer service calls and emails from high profile banking accounts
  • Liaise with service department to insure timely and acute resolution to system issues.
  • Documented support interactions for future reference.

Education

High School diploma -

Colorado State High School
Denver, CO

Psychology

University of Phoenix,
Denver, CO

Skills

  • Excel, Word,Power Point, Outlook, Internet Explorer 10 key, 40 wpm
  • Customer Focus training
  • Bosh, Caddx, Ademco/Honeywell, DMP DSC and NAPCO
  • Programming and troubleshooting alarm panels
  • Troubleshooting and Assistance
  • Customer Service Expertise
  • Appointment Scheduling
  • Tech Support
  • Software and Hardware Evaluations

Timeline

Commerical Data Services

ADT / Protection One Security
11.2021 - 07.2023

Technical support agent

ADT security services
01.2017 - 10.2021

Outbound/inbound Emergency Dispatch Operator

ADT security services
01.2016 - 01.2017

Technical Support Representative

ADT/ Tyco Integrated Security
09.2010 - 08.2013

Outbound/inbound Emergency Dispatch Operator

ADT security services, Tyco integrated security
10.2006 - 08.2010

High School diploma -

Colorado State High School

Psychology

University of Phoenix,

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Erin-Elizabeth Williams