Customer Experience Support Specialist

Jose Monarrez

(***) *** - ****

***********@*******.***

www.linkedin.com/in/jose-monarrez-30477261

Career Goals:

Seeking a position that leverages my extensive experience and technical skills to contribute to a dynamic team while fostering personal and professional growth.

Professional Summary:

Dedicated Product Support Specialist with over 13 years of experience providing excellent customer service, troubleshooting ADT products and services, and enhancing the customer experience. Proficient in virtualization, video over IP, alarm systems, access control, electrical troubleshooting, cabling, and video analytics. Fluent in English and Spanish.

Experience:

Service Desk Analyst I, Pomeroy Technology, United States (Remote) Dec 2023 - Present (2 mos)

Resolving incoming client and personnel IT queries remotely via email and phone or chat.

Downloading, installing and configuring software to meet user requirements, Testing and updating existing software maintaining IT documentation including network and user details.

As Escalation Management process describes, route tickets that cannot be resolved at the desk to appropriate assignment or resolver groups collaborate effectively with other service desk team members.

Troubleshoot, diagnose and resolve application issues following standard operating procedures and using knowledge support tools

Product Support Specialist ADT, United States (Remote) Jan 2023 - Present (2yrs)

Provide online chat support, troubleshoot ADT products and services, and enhance customer experience through effective communication.

Demonstrate a strong knowledge of ADT products and services to assist customers.

Answer incoming calls, address technical assistance questions, and provide solutions.

Analysing issues and determining correct software or hardware solution

Virtual Technician Support ADT, United States (Remote) Aug 2021 - Jan 2023 (1 yr 6 mos)

Answered incoming and placed outbound calls, addressing technical assistance questions, and providing solutions.

Troubleshot ADT products and services, enhancing the customer experience.

Installed ADT products and communicated services offered to customers.

Collaborated with local ADT offices to schedule service appointments.

Advanced Technician ADT, Edinburg, Texas, United States (On-site) Mar 2019 - Aug 2021 (2 yrs 6 mos)

Installed residential alarms, control panels, keypads, and motion detectors.

Assisted other technicians in troubleshooting and installations.

Field Service Technician III ADT, Oak Brook, Illinois, United States Feb 2010 - Mar 2019 (9 yrs 2 mos)

Installed residential alarms, control panels, keypads, and motion detectors.

Assisted other technicians in troubleshooting and installations.

Skills:

Customer Service, Customer Experience, Online Support, Virtualization, Troubleshooting, Video over IP, Alarm Systems, Access Control, Electrical Troubleshooting, Cabling, Video Analytics, Powershall, Active

Directory, Garancy, Configuration Manager,One Note, Teams

Education:

Associate's Degree in Electronics Engineering Technology ITT Technical Institute, Burr Ridge, IL 1998 – 2000

CERTIFICATION & TRAININGS:

Alarm.com Certified of Achievement Technician

Pursuing AWS Cloud Practitioner

Pursuing AWS Solution Architect

Pursing Certification A+

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