Technical Support Security Systems

CARLOS GUILLEM

**** ***** ******* ****** ****: 909-***-****

Ontario, CA 91762 Home: 909-***-****

ad7uk2@r.postjobfree.com

PRODUCT MANAGER / TECHNICAL SUPPORT

Security Systems ~ Access Control ~ CCTV

Service-oriented security systems professional with an extensive background in providing comprehensive technical support to field technicians installing, testing, troubleshooting, and maintaining commercial security systems that protect client facilities located throughout the world. Directly accountable for maintaining a high level of customer satisfaction at all times by resolving system problems in an expeditious manner to ensure system integrity and minimal interruption of service. KEY COMPETENCIES

• Field Technician Training • System Troubleshooting • Customer Satisfaction

• Security / Access Integration • Problem Resolution • Pre-sales Assistance

• Technical Bulletins • Hardware / Software Changes • On-Site Support

• C•CURE 9000 proficient (Tyco) • i_Star hardware (Tyco) • JCI Access Control

• CCTV Milestone,Aviligon,Genetec.

PROFESSIONAL EXPERIENCE

JOHNSON CONTROLS, INC. (formerly Cardkey Systems), Simi Valley, CA 1996 to 2019 Career path of progressively responsible promotions in recognition of superior performance. Technical Support Engineer (1996 – Present)

Provide ongoing after-sale technical assistance to field technicians, via telephone and e-mail, for customer electronic security systems. Personally, perform on-site troubleshooting, training and support for complex system installations and requiring advanced level of service over extended periods of time. One of five team members supporting more than 300 FT’s in the United States and over 500 FT’s worldwide.

• Field Training and Support: Gather relevant information and determine troubleshooting steps in advising field technicians on appropriate actions to take.

• High Volume Service: Maintain daily workload of approximately 60 in-house service requests.

• Technical Writing: Write technical bulletins with engineering changes to hardware and software.

• Major Systems Project Management: Assigned to commission major security / access control project for the Petronas Towers in Kuala Lumpur. This 6-month project involved the installation and testing of 330 card readers. Other major project commissions included the Reserve Bank of India and the Government of Abu Dhabi (U.A.E.)

Field Service Engineer (1993 – 1996)

Interfaced directly with end-users in providing on-site support for new system installations in San Bernardino and Orange counties.

Applications Engineer (1990 – 1993)

Provided in-house pre-sales assistance for distributors and Cardkey sales representatives located in 15 offices throughout the U.S. and overseas.

Supervisor of Manufacturing (1985 – 1990)

Managed operations of manufacturing / repair departments, with 69 direct reports. Maintained production lines for card readers, controllers, and alarm monitors. Ensured repair program with 24-hour turnaround. Test Bench Technician (1982 – 1985)

Performed a variety of test procedures to ensure that all system components met the highest quality standards before releasing to field.

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CARLOS GUILLEM RESUME PAGE TWO

MAJOR PROJECTS

Additional overseas projects spanning 2 – 3 weeks:

• Mint House, Maracay, Venezuela

• ONGC, Mumbai, India

• Diamond Bahrat, Mumbai, India

• Department of State, Santiago, Chile

• Bank of Argentina, Buenos Aires, Argentina

• Bank of Spain, Madrid, Spain

• Federales, Mexico, D.F.

• Shell, London, U.K.

• Petronas Twin Towers, Malaysia

• K.L.C.C, Malaysia

EDUCATION

CALIFORNIA STATE UNIVERSITY

Information Technology

PIERCE COLLEGE

Associates in Science Degree: Engineering

AWARDS

• Two-time recipient of Supervisor Key Award for exemplary performance

• Bilingual with proficiency in Spanish and English

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