Technical Support Specialist (E911 & VoIP/AV)
Resume:
Nancy Karnes
Technical Support Specialist
*****.*.******@*****.***
Greater Cincinnati Area
www.linkedin.com/in/nancyjkarnes
PROFESSIONAL PROFILE
Passionate and highly skilled Technical Support Specialist with experience in the IP, CCTV, VOIP, and AV Spaces. Able to quickly assess customer needs and build confidence, credibility, and rapport while building a lasting relationship and maintaining high-level customer satisfaction. Proactive and exceptionally organized, and an enthusiastic, fast learner capable of rapidly absorbing and incorporating newly learned product intelligence. Proficient in systems analysis, diagnostics, and troubleshooting. WORK EXPERIENCE
Technical Support Engineer Dec 2023 - Jul 2026
RAVE MOBILE SAFETY [Motorola] remote
Contract Position - Rave is a critical communication and collaboration SaaS software solution for 9-1-1 Call Centers that helps them prepare better, respond faster, and communicate effectively during emergencies. I monitored, investigated, and troubleshoot technical issues and incidents including, provisioning, onboarding, and maintenance. Working with a variety of internal APIs [Postman] regularly contributing to help guides for external customers, as well as internal customers.
● Assistance in configuration/setup for alerting software notifications in text, email, voice, desktop, mobile, social, etc.
● Support for state and local agencies, education facilities, healthcare industries for mass emergency notifications
● Reviewing system logs and reports to determine information about errors
● Setup rules for Automations and Workflows
● Creating searchable geo-referenced floor plans and facility data using .gif and other mapping data Application Specialist Jun 2022 - Dec 2023
REDSKY/EVERBRIDGE E911 SERVICES remote
Responsible for supporting the E911 Critical Emergency Call Management Platform. Served as Technical Lead on new project implementation. Performed ticket management and server administration.
● Managed 30+ support tickets daily with a 98% success rate ensuring customer satisfaction by determining the root cause of technical issues.
● Investigated and resolved misrouted E911 calls collaborating with backend VCP Voice Call Providers resulting in a streamlined resolution process. Investigated emergency 911 calls improperly routed due to IP connectivity and VOIP transmission call issues by researching Linux and AWS call logs.
● Weekly triage meetings to share knowledge with global support agents, engineering, and product development teams.
● Implemented templates in ticket management system, providing a faster response for agents.
● Assisted clients in configuring telecom resulting in smooth implementation and overall customer comfort.
● Created personalized training manuals leading to first-call resolution and improved customer experience. Remote Support Specialist Nov 2021 - Jun 2022
SNAP-ONE AV/PARASOL remote
Responsible for commercial and residential custom audio video systems support, dealer and end-user inquiries through live calls, chat, phone, voicemail, Slack Channels, and emails. Investigated and responded to Zendesk support tickets via email and
phone. Applied appropriate status macros for queue management. Real-time monitoring of AV-network devices. Acted based on device activity.
Enabled new dealer onboarding through verification of portal requirements, device labeling schema, network scan, network switch, and ports labeling resulting in a smooth transition to ‘live’ monitoring.
Conducted remote desktop communications to diagnose, repair, perform PM, recovery, and remote reboots.
Effectively utilized network hubs at each location for troubleshooting, identification, and diagnostics. Identified and addressed network-related issues including router/switch/port issues, POE switch, error messages, licensing, wireless connections, and configuration issues. Certified Level 2 iOS MAC+ Tech Support Specialist Jan 2020 - Dec 2021 APPLE-TRANSCOM remote
Provide technical expertise in MAC and iOS including troubleshooting of system performance issues and implementing
corrective actions.
Assisted with hardware, software, printing, installation, word processing OS applications, iCloud storage, navigation, and setup via phone, remotely, chat, and email. Interfaced with Engineering to resolve software issues. Utilized remote desktop communications – SafeView, LogMeIn, TeamViewer, and Bomgar to perform PM, recovery, anti-virus removal, backup/restore, error logs, and diagnostics.
Performed detailed documentation in Salesforce and Jira ticketing.
Promoted from Tier 1 to Tier 2 support within three months of hire.
Consistently received 95% or greater on customer satisfaction surveys. Sales Engineer 2015 - 2019
LEGACY MARKETING REPS remote
Inside Sales Engineer providing security solutions, product consulting, technical, and sales support for 16 outside sales reps.
Integration partner and distribution channel support: trained installers and sales force on security products, product recommendations, spec review, and site visits to evaluate needs and provide system bill of material.
Developed CRM client software integration with quote program, increasing sales rep productivity by 75%.
Prepared complex sales forecasts, custom Excel reports, and analytic and monthly commission reports resulting in easy-to-read and accurate commission structure for payroll reporting.
Negotiated with distribution channels to improve product and promoting project registrations for discounts.
Maintained website, social media channels, email campaigns, and administered Google Suite and Salesforce.
Enterprise-level system quotation, bill of material lists and presentation packages for end users, sales teams and integrators.
Managed projects from bid/rfp proposal stage, to documentation, and end user training.
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Regional Territory Sales Manager 2010 - 2015
SVC MARKETING hybrid: remote and OH KY IN WV territory SVC represented 10-12 surveillance and network product manufacturers in a four-state area providing sales and support for end-users, integrators, distribution channel and A&E communities.
● Provided customized end-user and technical training for key installers and service personnel.
● Device support included file/folder permissions using AD and LDAP architecture, creating security groups, distribution lists, DNS, and network directories.
● Increased territory sales by 65% through effective proof-of-concept demonstrations.
● Groomed integration partners to offer our security products in engineered systems resulting in sales, service, and installation teams relying on our expertise and leading with our line of products.
● Implemented Leads Management Program for local state and federal procurement sites.
● Established brands as ‘Basis of Design’ in bid specifications within the A&E Community Technical Skills
IP, CCTV, VOIP, AV Spaces, systems analysis, diagnostics, troubleshooting, Postman, Windows, Linux, Microsoft Office – Expert Level Excel, AWS, HubSpot, Zendesk, Slack, MAC, iOS, Jira, Salesforce, Google Suite, AD, LDAP, DNS
EDUCATION & PROFESSIONAL DEVELOPMENT
CompTIA A+ CompTIA Liniux +
Cisco CUCM Unified Communications Manager LPIC-1
CCNA Certification Studies GitHub
HTML JavaScript
CSS AWS Cloud Practitioner Certification
Advanced Microsoft Expert Level Excel
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