John Powell

Tier 3 Escalation Engineer - Nexia Home Intelligence Trane Hvac @Ingersoll Rand

Denver, CO, US

Engineering level technical support for the Nexia Home Intelligence IoT platform. Provides escalation support for the call center for complex issues, identify field issues, track them down and work with Product Management and Engineering to resolve them.Highlights (just a sampling)- Run beta/field trials of new devices and features- Ticket avoidance processes like documentation, self-help videos, UI improvements- Moved support to Zendesk for more efficient ticket handling and workflow- Z-Wave (IoT mesh protocol), including control of locks, lights, sensors, thermostats, etc- WiFi Cameras- Residential and commercial networks (firewall and WiFi issues)- Trane Smart Thermostats, including HVAC system control issues but mostly UI and control issues- Energy management- Cloud issues from software bugs to server load and networking (AWS)- Learned a little Ruby along the way (Cloud/Device management is Ruby on Rails - IRB)Built a real-time weather system to provide weather (current temps, 5 day forecast, radar and alerts) to Trane Smart Thermostats- Evaluated vendors, including API analysis- Selected vendors, negotiated contracts- Worked with developers to build the system- Worked with vendors to identify and solve field issues- Worked with controls engineering to modify firmware and deploy to fieldFrom project assignment to full field deployment in 4 weeks!

Northeastern Illinois University

BS, Management