Served as a Subject Matter Expert (SME ) for the product , managing customer interactions from inception to resolution, encompassing all aspects of troubleshooting and installation.• Led security system projects, integrating components like intrusion panels and camera systems. Focused on achieving goals within set timelines and resolving technical challenges efficiently.• Specialized in programming , configuration , and maintenance of diverse security and access control systems like Honeywell Vista systems , Radionics Bosch panels , DMP XR series (XR 50, XR 550), and DSC intrusion Systems to ensure optimal performance and reliability.• Utilized the Johnson Controls ticketing system to efficiently manage service requests and track issue resolution, ensuring timely responses and high levels of customer satisfaction.• Partnered with vendors like Palo Alto, Cisco, Alarm.com to troubleshoot and integrateadvanced electrical security technologies, overseeing installation, testing and maintenance of hardware and software.• Delivered comprehensive remote support, including network troubleshooting network connectivity with firewalls and VPNs, demonstrating adaptability in problem -solving across both Windows and macOS environments.• Maintained data integrity and servers using tools like Compass Software , Entrapass , RPS , EXAC software, Virtual keypads, Alarmnet Admin, ensuring that all security and access control systems were configured to adhere to strict cybersecurity protocols.• Maintained effective communication with technicians and stakeholders, providing clear, concise updates and solutions, underscoring my ability to articulate complex technical information.

• Expertly diagnosed and resolved advanced technical issues with security systems, including software configurations and hardware malfunctions.• Played a key role in cross-functional teams, collaborating with system engineers and developers to enhance system security and performance.• Led training sessions for junior support staff, focusing on complex troubleshooting techniques and customer service excellence.• Contributed to the development of internal support resources, including detailed troubleshooting guides and FAQs, to improve team efficiency and knowledge sharing.• Acted as the primary point of contact for escalated customer issues, ensuring a high degree of satisfaction through effective communication and prompt resolution.