Scott Ferguson
Portola,CA
Summary
Adept in low voltage systems and customer support, I am a technically savvy professional with a robust work ethic and a relentless drive to excel. Whether hands-on fieldwork or troubleshooting with customers in diverse settings, I am committed to success in every task.
Overview
18
18
years of professional experience
Work History
Remote technical support agent
Alarm Connections
12.2022 - Current
- Assisting field technicians repair security Alarm Systems.
- Answering inbound calls from customers and assisting with their security alarm requirements.
- Drawing up contracts to retain customers and help the company grow revenue.
- Handled and promptly resolved customer complaints to maintain professional relationships.
- Followed up on customers' inquiries to assess satisfaction with provided solutions.
- Worked closely with partners to maintain relationships.
- Made outbound calls to solve customers alarm requirements.
- Formed new business relationships with alarm companies throughout the country by bringing them on as partners.
Service technician
Mountain Alarm
09.2021 - 12.2023
- Troubleshooting all types of residential & business security, Fire, CCTV, access control and other low voltage systems
- Customer service & upselling products
- Scheduling service jobs
- Being on an OnCall rotation.
High Volume Residential Service Technician
ADT Security
09.2020 - 09.2021
- Troubleshooting and repairing all types of residential & small business security systems
- Troubleshooting and repairing all types of residential & small business CCTV systems
- Customer service & upselling products in the ADT lineup
- Being on an OnCall rotation.
Installation & Service Technician
All Pro Security
03.2013 - 09.2020
- Installation and servicing security systems
- Honeywell, Interlogix & 2GIG
- Home automation using Z-Wave on 2GIG systems, Honeywell Lynx touch, Honeywell Vista systems
- Installation and servicing of Analog and IP camera systems with Networking
- Installation and servicing of Access control and fire alarm systems
- Installation and servicing of voice/Data systems
- Scheduling appointments with customers
- General IT work
- Sales/upselling products and services
- Customer support on phone and in person.
Senior Fire Alarm Technician
Southern Fire Protection
06.2009 - 12.2012
- Installing and terminating fire alarm cable & devices as well as other low voltage applications including voice/data/CATV/Emergency lighting
- Getting installations done within timeframe and budget
- Perform fire alarm evacuation drills for customers
- Test fire alarm systems, Emergency lights, fire hoses and extinguishers monthly, quarterly & annually
- Liaise with clients and other contractors.
Apprentice Low Voltage Technician
PowerComm Solutions
12.2007 - 12.2008
- Retrofitted several schools with up to date and up to code fire alarm system; running cable, terminating devices, programming fire panel and certifying with local fire department
- Installing voice, data, tv circuits to a brand new 600 room hotel tower; duties involved pulling cable from each equipment room; terminating connections in each room; dressing equipment rooms and Main distribution room
- Firestopping conduit in electrical rooms, pulling cable for IP cameras in all public areas of hotel.
Apprentice Low Voltage Technician
Tri-Signal Integrations
01.2007 - 12.2007
- Duties involved: testing fire alarm systems in multiple facilities
- Ran cable, terminated fire alarm devices, programmed fire alarm panel, certified fire alarm system with local fire department for several new construction jobs
- Worked on facility for troubled native American Indian teens; Installed fire alarm cable and devices, programmed fire alarm panel, ran security device cable, installed security cameras, window alarms, door alarms and motion detectors
- Spent 3 months working on a U.S Military base retrofitting 14 concrete bunkers with fire alarm panels that communicate to the HQ via radio frequency; installed cable, fire alarm devices, fire alarm & security panels; motion detectors, door alarms; programmed and tested fire & security panels
- Certified each device in each building with the U.S
- Army Corps of Engineers and Army fire department.
Broadband Technician
Charter Communications, Spectrum
07.2006 - 12.2006
- Installing Cable TV/internet/phone
- Troubleshooting Cable TV/internet/phone
- Liaise with customers in their houses on a day to day basis
- Climbing telephone poles using extension ladders
- Educate customers how to use the systems.
Sales/PC Technician
The Technology Center
01.2006 - 06.2006
- Liaise with customers on the phone and in person
- Selling computer products and services
- Repairing and building computers.
Education
Certified Technician -
Alarm.com
01.2023
Cerficate in Advanced web design -
Aoraki polytech
Dunedin, New Zealand06.2002
The Taieri High School
Dunedin, New Zealand01.2001
Skills
- Great customer care & focus
- Strong proficiency with computers & networking
- Experience installing low voltage systems including CATV systems, Fire Alarms, Access control, Security Systems, voice and data
- Quick learner
- Sales experience
- Customer Complaint Resolution
- Service Support
- Problem-Solving
- Financial Document Preparation
- Professional Networking
- Contract Negotiation
- Call Management
Timeline
Remote technical support agent
Alarm Connections
12.2022 - Current
Service technician
Mountain Alarm
09.2021 - 12.2023
High Volume Residential Service Technician
ADT Security
09.2020 - 09.2021
Installation & Service Technician
All Pro Security
03.2013 - 09.2020
Senior Fire Alarm Technician
Southern Fire Protection
06.2009 - 12.2012
Apprentice Low Voltage Technician
PowerComm Solutions
12.2007 - 12.2008
Apprentice Low Voltage Technician
Tri-Signal Integrations
01.2007 - 12.2007
Broadband Technician
Charter Communications, Spectrum
07.2006 - 12.2006
Sales/PC Technician
The Technology Center
01.2006 - 06.2006
Certified Technician -
Alarm.com
Cerficate in Advanced web design -
Aoraki polytech
The Taieri High School
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