This month, we’re excited to highlight Ali Najem, one of our dedicated Resolution Service Technicians in the Service Department! Ali works tirelessly behind the scenes to ensure that our surveillance equipment performs at its best, directly contributing to our clients’ peace of mind. His commitment and positive attitude not only boost our technical performance but also contribute to our great company culture.

Ali’s dedication and support for both clients and colleagues make him an invaluable part of our team. We’re incredibly proud to have such a devoted and inspiring individual on board. Read on to learn more about Ali’s impactful role and what makes him an essential part of Watchtower Security.

Q: Can you tell us a bit about yourself and your role at the company? 

A: I’ve been with Watchtower for three years, currently as a Resolution Technician. I thrive on solving complex technical issues and appreciate the collaborative environment with my colleagues. The opportunities for professional growth here are fantastic. I look forward to continuing my journey with Watchtower and contributing to our shared success.

Q: What path did you take to get to your current role?  

A: I began my journey at Watchtower as a Forensic Review Analyst, where I honed my skills in detailed analysis and problem-solving. From there, I transitioned to the Service Department, initially starting as a Front-End Technician. This role allowed me to build a strong foundation in hands-on technical support. Over time, I advanced to my current position as a Resolution Technician, where I now tackle more complex technical issues and contribute to resolving challenging cases. Each step has provided valuable experience and prepared me for the responsibilities I have today.

Q: Are there any moments or experiences that have shaped your career trajectory?  

A: One key experience that has shaped my career is my commitment to lifelong learning and my desire for broad exposure within the company. By embracing opportunities to transition from one role to another, I’ve been able to connect the dots across different areas of the business. Each role has offered unique insights and skills, contributing to my growth and shaping my career trajectory in meaningful ways. 

Q: What does your typical day at Watchtower look like?  

A: A typical day at Watchtower is both challenging and fulfilling, with a good dose of fun. I start by tackling technical issues with equipment, which keeps me engaged and sharp. I also collaborate with subcontractors to address problems on-site and work closely with other departments—such as Inventory, CSR, and Review—to enhance the overall customer service experience. Each day offers a variety of tasks and chances to make a meaningful contribution.

Q: What are some of the challenges you’ve faced in your role, and how have you overcome them?  

A: One challenge I’ve faced in my role is managing the massive influx of tickets that comes with a storm hitting an area; damaging equipment that needs to be repaired quickly. This surge can be overwhelming at times, but I’ve learned to stay organized and prioritize tasks effectively. By leveraging strong communication with my team and employing efficient problem-solving strategies, I can navigate these high-pressure situations and ensure that issues are addressed promptly. 

Q: Can you share a particularly memorable achievement or project you’re proud to have been a part of?  

A: One memorable achievement for me was during my time in the Review Department. Drawing on my prior experience, I was able to offer valuable input on our video editing procedures and software. My contributions helped develop new, in-house software and improved the overall efficiency of our team, which was incredibly rewarding.

Q: How do you collaborate with other team members or departments to achieve common goals?  

A: Communication is crucial in my role. I regularly connect with all in-house teams to ensure we’re aligned and working efficiently. By maintaining these daily touch points, we can quickly address client needs and achieve our common goals together.

Q: Are there any skills or areas of expertise that you’re currently working to develop or improve?  

A: Personally, I’m dedicated to refining my technical skills, with a particular emphasis on deepening my understanding of our system infrastructure. During my time at Watchtower, I’ve achieved CompTIA Network+ certification and am actively pursuing additional IT certifications to further expand my knowledge and capabilities.

Q: What do you enjoy most about the company culture here?  

A: I truly appreciate the flexibility, the sense of camaraderie among the team, and, of course, the ice machine in the breakroom—it’s the little things that make a big difference!

Q: Where do you see yourself in your career within the next few years?

A: I aspire to continue growing with Watchtower and advance within the Service Department, taking on new challenges and responsibilities as I develop professionally.