Technical Support/Dispatcher
Resume:
Ronald Banks II
Sunrise, FL ***51
Cell: 954-***-****
*************@*****.***
Dear Hiring Personnel,
Thank you in advance for your consideration.
As my resume indicates, I possess more than 8 years of experience in the Technical
Support/Dispatcher/Customer Support. My professional history includes positions such as Downloading
& Technical Support/Dispatcher at ADT/Devcon Security Services as well as Dealer Services Specialist
at Devcon Security Services.
My responsibilities as Technical Support/Dispatcher Specliast & Dealer Services Specialist at
ADT/Devcon Security Services included day to day interaction with 3 rd party alarm companies consisting
of creating accounts/adding contracts, setting billing terms and maintaining a separate dealer database.
As a Technical Support/Dispatcher Specialist, my job consisted of downloading and sustaining the
configuration of burglar alarm panels, troubleshooting a broad array of systems via dialogue with
customers/technicians and closing/rescheduling work orders and the end of the technician’s shifts. Also,
tasks included dispatching a team of burglar/fire alarm technicians to jurisdictions from Islamorada, FL to
Pensacola, FL.
I have attached my resume for your review and I look forward to speaking with you further regarding the
position.
Sincerely,
Ronald Banks II
RONALD BANKS II
9788 Nob Hill Ct, Sunrise, FL 33351 – C: 954-***-**** – *************@*****.***
SUMMARY
• Lead Technical/Dispatcher/Customer Support Specialist with more than 8 years of experience
working with Burglar, Fire, CCTV and Elevator alarm systems and 3 rd party alarm dealers.
• Experienced at technical troubleshooting both burglar and fire alarm hardware and software
systems.
• Adept at dispatching technicians, creating and closing service work orders, rescheduling service
calls and establishing billing terms for new contracts.
• Strong customer service skills used to conduct open dialogue with customers or technicians.
• Extensive data entry and clerical ability, used to maintain company databases of over 300 3 rd party
accounts.
• Team-oriented, contributor able to seamlessly transition into technical, executive and business
environments.
HIGHLIGHTS
• Technical Support Specialist responsible for programming/troubleshooting high end burglar alarm
panels for VIP customers including, Navarro Discount Pharmacy, Cold Stone Creamery,
Mcdonalds, Jiffy Lube, Pandora, Sawgrass Colonnades, etc).
• Cross-trained new employees for Commercial and Customer Service Departments.
• Maintained account, billing and service info in a separate database of 300+ 3 rd party dealers such
as, Zimy Electronics, Red Hawk Security, Fire Controls, American Air Tite, etc.
• Efficiently answered 100+ phone calls daily from customers and technicians about
troubleshooting, billing, permit and data issues.
• Efficiently dispatched/scheduled team of 30-40 technicians to areas ranging from Islamorada, FL
to Pensacola, FL.
• Awarded “Employee of the Month” in August 2014; chosen out of 15 Commercial Department
and Technical Support employees.
• Acknowledged in Devcon Security Services monthly newsletter for tenured employment of 5
years of service in 2011.
WORK EXPERIENCE
ADT/Devcon Security Services-Technical Support Representative (Hollywood, FL) May 2006-Dec 2014
• Responsible for uploading Residential and National VIP Commercial account panels via phone
line or wireless radio connection; uploaded 10-15 panels daily.
• Programmed panel configuration through troubleshooting with the technician on site
• Activated and registered 30+ GSM and DSC radio accounts weekly, resulting in additional
revenue.
• Dispatched Burglar/Fire technicians to appropriate locations; creating and closing service work
orders, rescheduling service calls and establishing billing terms.
• Closed 50+ burglar and fire alarm work order jobs daily by inputting parts & labor, technician
comments and ensuring alarm signals were transmitted correctly.
• Answered 100+ daily calls from both residential and commercial customers with technical
troubleshooting of alarm panels and programming/deprogramming user codes, causing a
significant decline in customer false alarms fines.
Devcon Security Services – Dealer Services Specialist (Hollywood, FL) Jan 2009-Dec 2014
• Generated over 500 Burglar, Fire, Elevator and CCTV 3rd party dealer accounts, producing an
increased revenue of over $10,000.
• Inputted Dealer account contracts, contact lists, passwords, zoning and billing information for
over 25 alarm companies throughout the United States and Puerto Rico.
• Assisted third-party customers with troubleshooting alarm systems and contacting servicing alarm
company for issue resolution.
• Fixed Dealer issues, including billing inquiries and technical troubleshooting.
Precision Response Corporation-Member Services (Sunrise, FL) Mar 2004-Jan 2006
• Assisted members of AARP as specially trained Member Services Representative.
• Answered 120+ phone call from members in reference to account information.
• Routed calls to requested parties after diagnosing problem.
• Connected members to requested services (i.e., refresher driving courses, tax assistance and
computer programs)
Publix Supermarket-Front End Cashier (Ft. Lauderdale) Mar 1998-June 2003
• Scanned customer groceries and accepted payments, including: cash, debit/credit, EBT and gift
cards; maintained 96% scanning/accuracy rate.
• Placed customer groceries in preferred plastic or paper bags.
• Assisted with stocking grocery products on shelves.
EDUCATION
Dillard High School, Fort Lauderdale, FL 33311
High School Diploma, June 2001
• Student in the Magnet Program for Visual Arts/Performing Arts
• Member of Community Service Key Club and Yearbook Club
• Graduated in top 15% of class
• Participated in Senior Art Show at Broward Center of the Performing Arts
Florida Atlantic University, Boca Raton, FL 33431
(Attended and earned 24 credits)
• 1 of 10 persons selected to assist incoming freshman, Transient and International students with
adjusting to Florida Atlantic University campus life.
Contact this candidate