Technical Support Rep
Resume:
Chaznee Coffee
*************@*****.***
QUALIFICATIONS
● Proficient in Microsoft Office
● 10+ years of alarm triage experience
● 12+ years in Technical Support
● 16+ years of experience assisting customers over the phone and in person
● Positive and self- driven individual with proven excellent written and verbal communication skills PROFESSIONAL EXPERIENCE
INTERFACE SYSTEMS Jun 2021– Present
Tier 3 Escalations Technical Support Rep
● Provided training materials and spreadsheets
● Maintained Metrics for success
● Dispatched technicians when triage over phones failed to resolve issues
● Coached / Trained new hires for phones and triage
● (same duties as listed for Brinks Inc.)
● Programmed and tested Alarm systems
● Took and resolved escalated calls
BRINKS CORPORATE Oct 2017 – Jun 2021
Customer Care/Technical Support Rep
● Triage with customers burglar alarm equipment to ensure it is properly functioning
● Set up call backs, dispatches, service calls and replacement parts
● Used ServiceNow and Mastermind for alarm activity monitoring
● Alarmnet and smart home integration
● Did routine alarm tests with end users
● Assisted in permitting and compliance with agencies
ALERT 360 10/2017-3/2019
TechnicalSupport/Customer Support
● Assist customers with alarm malfunction
● Troubleshoot Alarm.com, Total Connect, DST, Honeywell, Simon GE, Caddo, Radionics, Bosch and Vista panels
● Set up smart locks doorbells and thermostats
● Located/updated accounts in Mastermind and Eddie
● Recovery of DVR and CCTV audio/visuals
● Responsible for installation of Camera’s, Alarms, Monitors and all other associated equipment ● Set up cameras using IP /manual configurations
ADT LLC 08/2014-03/2017 Field Support Technician / Dispatch
● Maintain scheduling & rescheduling of service jobs
● Triage and assisted tech with zones
● Assist technicians with installs & provide confirmation for new installs
● Set up partitions, out of town orders and dispatch call lists for customers
● Assist in retention and back programs and negotiation of collection payoffs
T-Mobile 08/2009-07/2014 Technical Support / Customer Svc Rep Tier 3
● Assist customers with device troubleshooting and provide resolutions for customer concerns
● Explain basic device functions and advise customers how to utilize specific devices
● Answer calls assisting customers with inquiries in a timely manner by providing true and accurate information to the customer
● Locate and distribute devices for customers to receive
● Activate/deactivate customer accounts
● Set and create follow ups to ensure all customer needs were met to ensure satisfaction
● Assist with and provide resolutions for escalated calls when customers requested to speak to a supervisor/manager ensuring customer retention
Telvista 02/2009-08/2011 Customer Service Rep (Verizon)
● Assist Verizon customers with troubleshoot ethenet, RCA, cat5, data and coax placements
● Ensured audio and video displaying equipment were working to custo.ers satisfaction before calls end ● Dispatched engineers for maintenance, equipment troubleshooting for equipment on all four services
provided (FIOS, Internet, Home phone, Mobile phone) to ensure they were working properly ● Assisted customers with resetting tripped breakers and locating them
● Help customers with their account questions (i.e. account set-up, termination of service)
Computer Skills
Typing Speed 40 Words Per Minute/Data Entry Terminal (PDT, Mainframe Terminal, etc.) /Email Software (Outlook, Thunderbird, etc.) /Graphics or Drawing Software (Photoshop, etc.) /Internet Browser (Internet Explorer, Firefox, etc.) /Peripheral Devices (Scanners, Printers, etc.) /Personal Computers /Spreadsheet Software (Calc, Excel, etc.) /Word Processing Software (Word, WordPerfect, etc.) 10 KEY
EDUCATION
Skyline High School- Dallas, TX 05/2007 Diploma
References Available Upon Request
Contact this candidate