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Customer Service Representative / AV Technincian

Wilmington, Massachusetts, United States
January 03, 2018

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H. Mark Closson

Cell: 617-***-****

Summary of Qualifications

Extensive experience as audiovisual technician and customer service representative with a strong technical/IT training and background with large, sophisiticated, demanding organizations.

Thrive in high pressure environments with ability to work overtime and weekend hours. Demonstrated ability to produce results and meet client expectations, while working with all levels of management and guests.

ITIL Foundation Certificate In IT Service Management, 2016.

Demonstrated history of working with external vendors and staying within budget.

Excellent interpersonal skills and ability to deal with all levels of personnel.

Adept at being faced with challenges; strong ability to find solutions to complex problems.


MIT Lincoln Labs, Lexington, MA 10/2015 - 10/2017

IT Customer Service Representative

Liaison to IT Service Desk responding to requests from up to 50 MIT employees on a daily basis.

Proven ability to effectively deal with sensitive and confidential matters and ability to professionally interact with senior internal and external contacts as required.

Assured that all tickets utilizing BMC Footprints were handled within a 24-hour response time.

Activation and renewals of Smartphones utilizing SAP Software, the MIT internal smartphone database and the Verizon portal.

Assured that new hires accounts were enabled within Active Directory and set them up in NetIQ Manager to access the MIT Lincoln Lab network.

EDA Staffing (Assigned at MIT Lincoln Labs), Lexington, MA 8/2014 – 10/2015

Audio Visual Technician

Set up and tear down of audiovisual equipment in a variety of conference rooms.

Adept at electronically capturing/editing lectures and meetings. This is performed via the use of MediaSite.

Accountable for the initiation of video conferencing.

Perform installations of permanent display panels for use in small meetings, which can include routing of cables.

Respond to audiovisual trouble tickets issued by the end users on a daily basis.

Involved with set up of video conferencing equipment.

Interface regularly with all levels of MIT Laboratory staff and work regularly on tight deadlines.

Coordinate audiovisual needs for “Science on Saturday” events as requested by management.

Pyramid Group, Burlington, MA 4/2013 – 7/2014

13,000 square foot conference facility providing full service audiovisual services for events.

Audio Visual Technician

Set up and tear down of required audio visual details requested i.e. monitor/VCR, LCD projectors, podium microphones, laptops, video conferencing, sound mixers, tripod screens and fast fold screens, flip charts etc.

Manage and maintain inventory for all AV and computer equipment, including troubleshooting of malfunctions. Manage computer files for external clients.

Primary point of contact for all customer audio visual support to clients

Textron Systems Corporation, Wilmington, MA 9/1979 – 3/2012

A $750M division of Textron, Inc., Textron Systems Corporation provides innovative technology solutions for global aerospace and defense industries with approximately 4,000 employees in multiple operations.

Senior Photographer/Videographer/Audio Visual Specialist

Served as the company’s sole professional audiovisual specialist, photographer/videographer.

Responsible for audio visual equipment in twelve conference rooms, which included set up, breakdown and 24/7 service for all meetings.

Provide on call support of all audio-visual equipment, which included conference room laptops, and sound systems, videoconference equipment (Polycom and Cisco), and cameras.

Managed media lab budget; researched new products and wrote cost appropriations for new equipment purchases; evaluated and prioritized request to meet deadlines.

Troubleshoot equipment malfunctions; worked closely with vendors on problem resolution.

Developed training manuals and delivered training to all levels of personnel.

Coordinated all efforts to install, purchase and maintain LED/LCD display screens for the division.

Extensive experience with video recording, editing and transcoding and video conferencing.

Sound system support, which included microphones, audio mixing and recording.

Software/computer Equipment/AV Equipment:

BMC Footprints, SAP, NetIQ Manager, RSA Token Database, Active Directory Client

MediaSite, Adobe Photoshop, Lightroom and Bridge

Microsoft Office, Outlook, PC & Macintosh

Polycom, Tandberg, Crestron, MediaSite, Christie Projectors

Video Equipment:

AVID Media Composer 5.0, Rimage CD/DVD Disk Duplicator

Education and Training

Certificate, ITIL Foundation Certificate In IT Service Management, 2016

High Speed Video 7 Photography for Motion Analysis Systems & Techniques/MIT

Course, Television Production/Emerson College


Pyramid Group, Employee of the month, June 2014

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