Summary

Technical Support Agent that assists clients with the installation and troubleshooting of primarily company products, which include, but are not limited to, video recorders, cameras, networking peripherals, software applications, and other physical security products. This is typically conducted over phone, email, specialized support platforms, and remote desktop tools. Experience

Hikvision CA, Industry Industry, CA

Technical Support Engineer 10/2023 - Present

Provide technical assistance for customers who encounter difficulties while attempting to install, setup, or use products. Analyze and identify source of problems through troubleshooting with the client and advise resolutions. Provide courteous and professional service over communication mediums such as phone, email, web platforms. Report and escalate any potential product issue thoroughly and comprehensibly to product management and development teams

for future improvements.

Ensure electronic records are created and updated for all customer communications and escalations. Allied Universal Baldwin Park, CA

Emergency Department Specialist 02/2021 - 10/2023 Provide customer service to our clients by carrying out safety and security procedures, site-specific policies and when appropriate emergency response activities.

Respond to incidents and critical situations in a calm, problem solving manner Conduct regular and random patrols around the business and perimeter. Skills

Communication skills, Technical Troubleshooting, Ticket Queue software, OS, Networking Education

Cal State Long Beach University Long Beach, CA

CyberSecurity Professional Certificate 01/2024

Certificates

CompTIA Network+, CompTIA A+, CompTIA IT Operations Specialist, Pursuing CompTIA Security+ Andrew Zamora

626-***-**** ad32hr@r.postjobfree.com La Puente, CA