Terrace Green
Tallahassee,United States
Overview
12
12
years of professional experience
Work History
Remote Security Alarm Technician
ADT
11.2024 - 12.2025
- Remotely installed and maintained security alarm systems, ensuring optimal functionality and safety.
- Diagnosed and resolved technical issues, minimizing system downtime and enhancing reliability.
- Ensured compliance with safety standards during installations and service calls.
- Provided comprehensive training to clients on the use of their security systems, promoting confidence in safety measures and overall satisfaction.
- Diagnosed technical issues using systematic troubleshooting, resulting in reduced system downtime and improved operational reliability.
- Managed escalated issues by coordinating with relevant departments for timely resolutions.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Customer Technical Support Specialist
Mastech
02.2018 - 08.2024
- Resolved technical support tickets improving user satisfaction and retention metrics noticeably.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Provided empathetic support to users, ensuring a positive experience and reinforcing customer loyalty through effective communication.
- Diagnosed and troubleshot network connectivity problems to enhance user experience.
- Improved customer satisfaction by efficiently resolving technical issues and providing timely support.
- Managed escalated customer complaints, ensuring timely and satisfactory resolutions were achieved.
Technical Support Specialist
Symbol Technologies
07.2013 - 01.2018
- Provided virtual technical support, resolving complex computer hardware issues including Windows 11, Microsoft Office Suite and all system hardware problems.
- Enhanced team efficiency by implementing new support protocols and assisted with hardware testing.
- Conducted thorough assessments of hardware issues, ensuring accurate diagnostics and effective solutions, ultimately enhancing customer trust.
- Diagnosed and resolved system errors through effective troubleshooting techniques and remote assistance tools.
Education
Bachelor of Science - Psychology
Piedmont College
06.1999
Timeline
Remote Security Alarm Technician
ADT
11.2024 - 12.2025
Customer Technical Support Specialist
Mastech
02.2018 - 08.2024
Technical Support Specialist
Symbol Technologies
07.2013 - 01.2018
Bachelor of Science - Psychology
Piedmont College