San Jose, California, United States
- Responsible for global AV operations for all Zoom Room technologies. - Triage and delegate tickets and projects to teammates. - Develop, strategize, and implement training for AV support - Provide analysis and budget forecasting for services and equipment - Implement inventory control for all sites globally - Vendor Management for deployment of Zoom Rooms globally - Asist in design and build small to large conference room - Lead and mentor team members - Deploy company Zoom Rooms standards - Collaborate with organizational departments on projects and improvements - Implement solutions for Executive Office’s
- Responsible deploying Zoom rooms globally - Support Knowledge and SKO (Sales Kick Off) as Lead Zoom escalation engineer - Partnership with other departments to train and develop Zoom Rooms according to user experience - Work with vendors where needed to troubleshoot issues, install upgrades, and maintain functionality - Assist with the design of new spaces - Create documentation and training runbooks for IT Support - Develop strong working relationship with counter part to identify VIPs requirements for their offices
• Work within digital events team to build out, operate and maintain production facilities • Work alongside producer and technical director as lead technical expert during live events • Work with vendors where needed to troubleshoot issues, install upgrades, and maintain functionality • Assist with future strategy and design for scaling events globally • Create documentation when needed on best practices and procedures • Assist with training crew members and stakeholders
• Provide ‘White Glove Support’ for Executives. • Set up Collaboration equipment i.e. WebEx via Cisco endpoint with telepresence (MX300, Touch 10) using CUCM. • Cisco video conferencing codec support or similar full room visual communication technology and related support hardware to conduct video and audio conferences. • Work on daily ticket submittals to tier three from end users for support and resolution. • Act as escalation point for all lower level support issues; perform support and follow-through to resolution for local issues affecting the business. • Participate in and drive projects; be a representative for the global AV/VC team for local support. • Assess and perform systems utilization and headroom reports to assist in troubleshooting and performance tuning. • Proactively identify potential production issue, recommend, and implement solutions. • EAVA (Extron Audio Video Associate) Certified #1070413
• Operate and test daily functionality of all AV and integrated conference rooms. • Perform routine testing and problem diagnosis for projectors, microphones, speakers, amplifiers & LCD/Plasma Displays. • Perform preventative maintenance to resolve problem or identify resolution to appropriate vendor or manufacturer. • Troubleshoot AV/V problems last minute as required as well as non-critical situations. • Assist with company meetings/functions that require use of AV infrastructure (audio, video conferencing, webcasting, visual display or projection, and control system (AMX, Crestron) operations. • Interact with client Customer Help Desk ticketing system and respond to end user requests. • Coordinate with clients to determine AV infrastructure requirements for any new conference room or media design. • Setup and breakdown of all onsite meetings. • Daily system testing to ensure equipment and room functionality. • White Glove support to executive assistants and executives to ensure successful meetings/set up. • Coordinate with AV vendors to provide conference room build out. • Configure and deploy Cisco VOIP phones through Cisco Unity and call manager. • Provide support for all WebEx with CMR.
• Executive Support with IT related issues and meeting support. • Access Domain Controller with Active Directory and set policy OU in a server environment. • Worked with vendors to manage and control third party email hosting provider. • Worked on Mac/PC users with network and software problems. • Supported all tier level for Mac and PC end users; implement alternate solutions for MS Project platform compatibility. • Advanced knowledge of TCIP/DHCP, DNS, VPN. • Worked with Windows Server 2008 R2, 2012 R2 and Windows 7. • Managed, configure, and test Broadcore VOIP. • Documented and implement imaging process for Windows machine using Clonezilla. • Provided support to end user for cloud base storage (BOX and Egnyte). • Maintained and monitor backup NAS device. • Knowledge and understanding of Exchange Managed Console. • Monitor firewall and internet connectivity through Barracuda Link Balancer. • Network and configure new printer set up. • Manage/add and create permissions for new users in Jira. • Manage Office 365 exchange hosting.
• Provided Mac, Windows and iPhone support. • Worked with ticketing systems and troubleshoot hardware. • Performed all Tier support (on the phone troubleshooting end-user computer issues received at Help Desk via telephone, email, or voice mail). • Managed the unclaimed ticket queue and routed tickets per the escalation matrix. • Resolved or appropriately escalated user reported problems/issues. • Provided users with immediate means of reporting; troubleshoot problems by establishing direct voice link. • Provided remote technical assistance. • Utilized ticketing system to monitor requests, run daily, weekly and monthly reports to identify trends/issues/concerns and provided recommended actions. • Supported customer application requests and performed break/fix or remote installations as needed. • Supported email administration and management. • Assisted with Microsoft Office Suite, Active Directory (password reset), and printer setup. • Added/ terminated user in AD/EMC. • Ensured prompt and satisfactory resolution of issues.