Customer Service Engineer
Resume:
Sewell, NJ *****
**********@*****.***
David Krause
Objective:
To obtain a position which will utilize my skills and experience to benefit my employer
Experience:
BT Conferencing
Resident Engineer III
1/2012-10/2012
• Manage All Video Infrastructure (Polycom RMX 4000, Dual Polycom DMA 7000, Polycom VBP
5300E and ST)
• Answer Helpdesk line for all issues relating to In Conference Support and Endpoint/Peripheral
Issues
• Provide Monthly Usage reporting for all geographical regions (US, EMEA, APAC)
• Manage all projects for client (RFP’s for new services, Product Upgrades and Enhancements and
Evaluation of new products)
Cozen O’Connor
10/2009-12/2011
Video/Network Specialist
• Scheduled and Launched all firm video conference calls via Codian 4520 and Polycom MGC 100
• Monitored all video calls and resolved any/all problems related to video conferencing
• Provided Network Support/Guidance to firms customer service (helpdesk) agents
• Supported all firms audio/video needs – laptops,projectors, projection screens
• Supported firms audio conferencing and WebEx users
Glowpoint, Inc.
3/2009-10/2009
VNOC (Video Network Operations Center) Engineer
• Launched scheduled video conferencing calls via Polycom MGC and RMX bridges.
• Monitored all scheduled video conferences assigned to me for issues
• Answered Tech Support Line for issues and/or questions regarding in progress video conferences
• Worked with Internal IT Team to resolve open cases and trouble tickets
• Billed and documented all calls in internal call tracking database for billing, usage statistics and
detailed call information
AstraZeneca Pharmaceuticals
4/2006-3/2009
Video Conferencing (VTC) Manager
• Managed Video Conferencing Team which consisted of 6 team members (3 Tier 1 for setup and
scheduling, 3 Tier 2 for daily call monitoring, installation and maintenance of all video
conferencing units)
• Averaged 650 video calls per/month
• Managed and Maintained video network which consisted of 267 endpoints utilizing both ISDN and
IP technologies
• Setup new conference rooms with audio/video needs including video units, audio conferencing
systems and multimedia projectors
ACE INA Holdings, Inc.
2/2002-3/2006
Systems Consultant
• Provided desktop support for senior level executives (CEO, President and CFO)
• Provided Network/Infrastructure support related to network hardware configuration and
troubleshooting, maintenance of all critical servers, PBX configuration and Active Directory
Management
• Managed Video Conference Refresh project where 46 video conferencing units were installed in
all US locations
• Managed day to day help desk operations and customer service agents
Education:
Drexel University, Philadelphia, PA
Bachelors Degree
• Communications and Applied Technology
Pennco Tech, Blackwood, NJ
Certificate
• Computer Networking w/ A+ and Network+ Technology
Certifications
• Certified Video Conferencing Engineer - Polycom
• TANDBERG Certified Technical Expert – TANDBERG
• TANDBERG Certified TMS Specialist – TANDBERG
• Microsoft Certified Professional – Microsoft Corporation
• Project Management Certification – University of Colorado
• A+ Certification – CompTia
• Network+ Certification – CompTia
• Microsoft Office User Specialist – Microsoft Corporation
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