Terry McGee
Las Vegas,NV
Summary
Dynamic professional with extensive experience at web and on-site troubleshooting activation of PV, security, and web-based monitoring systems, with a proven track record in training and development. Excelling in customer service and relations, leveraging out-of-the-box thinking to deliver effective solutions. Skilled in technical troubleshooting and proficient in record-keeping, consistently achieving high standards of operational excellence and raising the standard of excellence for those around me.
Overview
14
14
years of professional experience
Work History
Activations Technician
Sunnova
Las Vegas, NV
04.2023 - Current
- Operated specialized diagnostic tools used to identify and resolve complex system faults.
- Completed scheduled appointments on time to drive quality service, often providing a personal point of contact to advocate for customer issues later.
- Troubleshot malfunctions and diagnosed issues to service equipment quickly and fully, both digitally and during on-site activations.
- Reviewed blueprints and manufacturer manuals before beginning installation and repair work.
- Participated in, and drove several training operations to maintain technical expertise and proficiency on applicable equipment across team, raising both the standard of operation and excellence.
Service Network Manager
Omnidian
Las Vegas, NV
08.2021 - 04.2023
- Managed 50+ service network partners across the country to effectively and quickly service customer PV systems.
- Kept detailed records of accounting and billable items as well as reviewed contracts and negotiated truck roll pricing with service partners.
- Demonstrated leadership by making improvements to work processes and helping to train others, as well as offering key position insight to interviewees to maintain a high department standard of excellence.
- Juggled multiple projects, including the implementation of a battery training document on Tesla Powerwalls, and various Client-facing tasks to ensure high quality and timely delivery.
- Empowered partners to use out-of-the-box thinking and decision making to ensure that their interactions with the homeowner, and by extension Omnidian, were top-tier.
- Collaborated with the customer-facing team to ensure that homeowners were kept up to date with the status of their system, as well as the remediation efforts to set proper and attainable expectations with all parties involved.
Powerwall Support Specialist
Tesla
Las Vegas, NV
03.2020 - 04.2021
- Consistently responded to customer service emails within standard response window, and maintained response time under team overall goal of 24hrs.
- Documented repair processes and helped streamline procedures for future technical support agents and actions. Ensured that other teams did not have to go over my work more than once, before escalating to separate department for review, or conducting further troubleshooting steps with customer.
- Empowered customers with the knowledge to troubleshoot and maintain their own equipment via thorough walk-through process, and personal knowledge base expanded outside training material provided, often personally curated through both work experience, and collaboration with more experienced team members.
- Repaired network connections between our Powerwall Energy Gateways and customer components on networks, including firewalls, routers, and multi-channel connection points.
- Developed training materials for agents to use when customer experiences a power outage, with equipment failure - continued consulting for both Puerto Rico training materials, as well as New Zealand / Australia customer bases.
Energy Customer Support - Team Lead
Tesla Inc.
Las Vegas, NV
08.2019 - 03.2020
- Trained internal staff members on administrative processes, work instructions and procedures to facilitate consistent and seamless company operations.
- Ensured that agents under my care have all of the tools required to excel at getting the job done right the first time.
- Managed escalations, and ensured that customers requesting supervisors had their needs met, and set proper expectations for continued contact through either myself, or agents under my care.
- Trained, and instructed agents under my care in vital update processes to ensure that our "customer first" priority was not only met and exceeded, but with a continued success rate.
- Addressed employee time management issues to determine and implement optimal resolutions, preventing wasted resources and maintaining schedules.
Customer Technical Support
Tesla Inc.
Las Vegas, NV
4 2018 - 08.2019
- Helped customers complete remote tests and implement solutions
- Read and interpreted technical schematics and documentation
- Accepted inbound calls and reached out to connect with customers in need of service and support
- Maintained up-to-date understanding of operations and repair procedures for Solar inverters and gateway devices and systems
- Documented customer interactions, scheduled appointments and submitted payments
- Updated software versions with patches and new installations to close security loopholes and protect users
- Consistently responded to customer service emails within standard window for optimal response
- Collaborated with support team to assist client stakeholders with emergent technical issues and develop effective solutions
Wheeled Vehicle Mechanic / Maintenance Specialist
United States Army
Fort Hood, Texas
10.2011 - 04.2015
- Highly motivated maintenance specialist assigned to a Signal Corps Battalion in S. Korea, and transitioned to Texas. Oversaw the maintenance and upkeep of 150+ vehicles, including their specific parts orders and records
- Oversaw the parts stock room, as well as a multi-million dollar equipment room
- Monitored multiple databases to keep track of all company inventory.
Successfully led key projects which resulted in the expansion of the Battalion, as well as a successful move from the N. Korean border to Seoul where the Unit was reassigned - Planned and executed special training for soldiers to simulate repairs and recovery in hostile environments
Account Manager
Advance Auto Parts
Las Vegas, Nevada
3 2015 - 4 2018
- Oversees hundreds of customer records across 4 professional software platforms dealing with shop management systems, marketing programs, vehicle repair and diagnostic information, as well as shop technician training
- Successfully led key projects which resulted in the expansion of the SHOP system department, implementation of various bug fixes in the program, was vital in producing the VIN scanner application for iPhone and Android OS phones
Education
Bachelor of Science - Computer Science
American Military University
Sergeant Promotion Board
Warrior Leaders Course
2014
Vehicle Maintenance
U. S. Army Ordnance School
2012
Skills
- Training and development experience
- Results-oriented
- Excel in Customer Service and Relations
- Computer proficient
- Quick learner
- File/record keeping proficiency
- Out-of-the-box thinking for personal solutions to each issue
Affiliations
- Combat Lifesaver Course
- Warrior Leaders Course
- Honors Certificate | School of Ordnance, Fort Jackson SC
Awards
- Korean Defense Service Medal - Awarded 13 October 2013
- Army Achievement Medal - Awarded 13 October 2013, and 23 April 2015
- Army Good Conduct Medal - Awarded 23 April 2013
- National Service Medal - Awarded 4 July 2012
- Global War on Terrorism Medal - Awarded 4 July 2012
- Army Service Medal - Awarded 4 July 2012
References
References available upon request.
Timeline
Activations Technician
Sunnova
04.2023 - Current
Service Network Manager
Omnidian
08.2021 - 04.2023
Powerwall Support Specialist
Tesla
03.2020 - 04.2021
Energy Customer Support - Team Lead
Tesla Inc.
08.2019 - 03.2020
Wheeled Vehicle Mechanic / Maintenance Specialist
United States Army
10.2011 - 04.2015
Customer Technical Support
Tesla Inc.
4 2018 - 08.2019
Account Manager
Advance Auto Parts
3 2015 - 4 2018
Bachelor of Science - Computer Science
American Military University
Sergeant Promotion Board
Warrior Leaders Course
Vehicle Maintenance
U. S. Army Ordnance School
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