Technical Support Lead for Security Systems

PATRICK MARSHALL

Livingston, TX 469-***-**** *************@*****.***

PROFESSIONAL SUMMARY

Technical Support professional and lead resource with 10+ years of experience in technical support, telecommunications, field service, and security systems. Supports nationwide hospitality customers across access control, mobile key, cloud monitoring, and networking platforms while maintaining 95%+ first-contact resolution and serving as a lead resource for onboarding, escalation coordination, and team support.

TECHNICAL SKILLS

Platforms & Systems: HID, Vostio, Visionline, ServiceNow, Nomadix, cloud monitoring, mobile key access

Support Leadership: Technical escalation support, incident coordination, new-hire onboarding, employee training, customer communication

Networking: Network troubleshooting, firewall diagnostics, command prompt communication, fiber optics, Cat5/Ethernet, coaxial

Operations & Service: Team coordination, queue management, concurrent chat support, first-contact resolution, field service

PROFESSIONAL EXPERIENCE

Technical Support Engineer I

Oct 2023 - Present

ASSA ABLOY Remote

• Provide nationwide technical support for hospitality customers, including Marriott, Hyatt, and Holiday Inn properties, using access-control, mobile-key, cloud-monitoring, and related security technologies.

• Handle approximately 200 tickets per month across 10-15 software platforms while maintaining an average technical-support chat wait time below three minutes.

• Maintain a 95%+ monthly first-contact resolution rate, resolving most issues without Tier 2 escalation and helping sustain efficient support operations.

• Troubleshoot software, access-control, connectivity, firewall, mobile-key, and cloud-service issues while assisting multiple customers concurrently through chat support.

• Perform additional Security Monitoring Team Lead responsibilities, including issue coordination, operational support, and guidance for team members handling technical concerns.

• Trained and onboarded 15+ new hires on systems, troubleshooting procedures, and customer-support standards..

• Balance concurrent customer requests, technical troubleshooting, team-support needs, and contract-lead identification in a fully remote environment.

Field Supervisor

Aug 2020 - Oct 2023

JEP Marine Construction, Inc. Garland, TX

• Supervised daily field operations for marine construction projects, coordinating crews of 3-5 employees, equipment, and job-site activities.

• Troubleshot field and equipment issues to minimize downtime and support safe, efficient operations.

• Coordinated with customers, field personnel, and local municipalities on job-site requirements, permitting, documentation, and pre-construction needs.

Premises Technician

Dec 2015 - Aug 2020

AT&T Mesquite, TX

• Completed approximately 4-5 residential and commercial service calls per day involving installation, maintenance, diagnosis, and repair of internet and television systems.

• Troubleshot connectivity, equipment, wiring, and service issues involving fiber-optic, Cat5/Ethernet, and coaxial infrastructure.

• Used diagnostic procedures to identify service failures, restore connectivity, and educate customers on equipment use.

• Selected to train multiple new hires through field ride-alongs and hands-on coaching.

Automotive Technician

Jun 2013 - Dec 2015

Park Place Volvo Dallas, TX

• Diagnosed electrical, mechanical, and computer-controlled vehicle faults using specialized diagnostic equipment and software.

CERTIFICATIONS, TRAINING & EDUCATION

• Nomadix Gateway Core Certification

• Specialized training in telecommunications, network troubleshooting, IT security monitoring, and fiber-optic cabling

• Technical Degree, Automotive Technology Universal Technical Institute

Contact this candidate