Smart Home Security & Motorcycle Tech Specialist

JEB R. ROUSSEAU

*** ******** *** ******* *****, FL 32114

571-***-**** ********.***@*****.***

Professional Summary

Technically skilled and customer-focused professional with 20+ years of experience in Customer Service, Technician/Installer and Customer interaction from many fields including in home service with multiple cable companies and now smart homes due to relocating a few times to help family and a change of scenery. Working with customers remotely to help find parts and troubleshooting problems with their devices among other things. I am proficient in parts sourcing, sales, and customer education. But wait there is more... Started working on cars and trucks as a teenager, worked in several small shops. Transitioned to motorcycles but have never left the car and truck world as I am always going to be a gearhead. Certified in Harley-Davidson and Ducati motorcycles, with a strong foundation in both vintage and modern models but my professional career has always been tech oriented and customer satisfaction and sales and installation has been what I have been doing for 20+ years now. Technology networking and customer interaction in home, in person and loyalty based experience has always been my strong suit.

Professional Experience

Safe Haven Security – Home Security Specialist / Installer

Nov 2023 – Present

Conduct in-home safety assessments and recommend tailored security solutions.

Install, program, and test smart home systems including alarms, cameras, and mobile app integration.

Provide technical support and training for customers to operate systems confidently.

J&P Cycles – Motorcycle Parts & Technical Support Technician

Apr 2018 – May 2022

Guided customers through parts selection, order placement, and technical troubleshooting via phone and chat.

Assisted internal team members in parts research and motorcycle model identification.

Managed technician support channels including email, phone, and live chat.

Provided detailed documentation and customer education for common motorcycle issues.

Spectrum Cable Services – Cable Technician

Jan 2014 – Oct 2017

Installed and serviced cable, internet, and home networking systems for residential and commercial clients.

Troubleshot complex connectivity and signal issues using diagnostic equipment.

Trained customers on mobile apps and service features including online account tools and video monitoring.

Maintained vehicle equipment, tools, and service readiness.

Cox Communications – Senior Cable Technician / Hybrid Tech

Aug 2007 – May 2013

Handled advanced troubleshooting and repairs across home and multi-site network issues.

Supervised and trained a team of 10 technicians; performed quality control and escalated issue resolution.

Participated in early adoption and deployment of home monitoring systems.

Ensured proper vehicle maintenance and job site professionalism.

Self-Employed – Property Manager / Security Installer (Part-Time)

Jan 2018 – Present

Installed security camera systems (Ring, NVR/DVR-based) for multiple properties.

Managed ongoing technical support, account configurations, and system training.

Coordinated with contractors, scheduled repairs, and ensured quality control for landlords and property owners.

Education

C.D. Hylton High School, Manassas, VA — Class of 2001

American Motorcycle Institute, Daytona Beach, FL — Graduate January 2005

Certifications: Harley-Davidson & Ducati Technician, Motorcycle Dealer Management

Technical Skills & Qualifications

Motorcycle Parts & Repair (Harley-Davidson, Ducati)

Home Security & Surveillance Systems (Ring, NVR, DVR)

Cable Installation & Networking

Customer Service & Technical Support

Vehicle Operation: Box Trucks, Bucket Trucks, Work Vans

Software: CRM tools, parts lookup systems, mobile app support

References

Available upon request.

More About ME

I have been involved with customer interaction and customer support via face to face, more importantly in their homes which is everyone’s sanctuary, and remotely in multiple roles during the entirety of my professional career. While I know longer desire a position in the service department as a technician, I still enjoy meeting customers, getting to know them and what they want out of the services I can offer since before I obtained my drivers license at 16 and took auto class at one of the top ranked high schools that offered automotive training. So naturally, I have been attracted to how things work But when it comes down to brass tax, I am a customer service representative and I take great pride in making sure my customers are satisfied, happy, content with the interaction and services provided and depart or end conversation knowing they had the best service and experience I can offer them.

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