Walter Mathews
Bullhead City,AZ
Summary
Dynamic Technical Support Specialist with extensive experience at Vector Security, excelling in troubleshooting smart home systems and delivering exceptional customer service. Proven ability to resolve complex issues swiftly while collaborating effectively with cross-functional teams. Skilled in ticketing systems management and committed to enhancing customer satisfaction through empathetic support.
Overview
8
8
years of professional experience
Work History
Technical Support Specialist (Tier 2)
Vector Security
REMOTE
01.2025 - Current
- Troubleshot alarm panels, cameras, Z-Wave devices, and communication signals for residential and commercial systems.
- Documented cases in ticketing systems to ensure accurate tracking and resolution.
- Collaborated with cross-functional teams to escalate complex issues for prompt solutions.
- Delivered efficient support to uphold system functionality and enhance customer satisfaction.
Technical Support Specialist (Tier 1)
SP Data Digital (ADT)
REMOTE
11.2023 - 01.2025
- Provided first-line support for alarm panels, cameras, and smart devices.
- Guided customers through troubleshooting steps with patience and clarity.
- Maintained detailed case records to support knowledge sharing and future resolutions.
Field Technical Support
Vivint Smart Homes
REMOTE
04.2022 - 09.2022
- Facilitated real-time troubleshooting for field technicians during smart home installations.
- Updated customer information in backend systems to enable seamless service setup.
- Resolved technical challenges quickly to support timely completion of installations.
Field Technical Support
U-Haul Corporate IT
04.2018 - 04.2019
- Delivered remote IT support for corporate and local offices across multiple locations.
- Resolved hardware, software, and network issues for POS systems and workstations.
- Partnered with team members to escalate complex cases and implement long-term solutions.
Education
High School Diploma -
Mirus High School
Hesperia, CA01-2010
Skills
- Troubleshooting hardware and software
- Smart home systems support
- Networking and communication
- Remote technical assistance
- Ticketing systems management
- Customer service and empathy
- Collaboration and escalation
Timeline
Technical Support Specialist (Tier 2)
Vector Security
01.2025 - Current
Technical Support Specialist (Tier 1)
SP Data Digital (ADT)
11.2023 - 01.2025
Field Technical Support
Vivint Smart Homes
04.2022 - 09.2022
Field Technical Support
U-Haul Corporate IT
04.2018 - 04.2019
High School Diploma -
Mirus High School