Customer Service Engineer

Kiana Williams Address: *** Stanley Ln, New Castle DE 19720

Email: **************@*****.***

Phone: 267-***-****

Video Conference/Multi-Media Engineer

Experienced Video Conference Engineer with great problem solving skills, advanced knowledge of

Cisco/Tandberg endpoints and infrastructure, and knowledge of Polycom, Lifesize, and Acano. I have

experience in voice network management using Avaya and CRS Frontend and project management and

system design abilities. I build excellent rapport with clients of all service levels and knowledge of

organizational theory.

Education

2010-2012 2000-2005

Masters of Public Administration Bachelor of Art in Liberal Studies

West Chester University West Chester University

Minor: History Emphasis: Non-Profit Management

Core Strengths/ Technical Skills

TMS BORDER PATROL

CODIAN BRIDGE JABBER/ JABBER PROVISIONING

HDX/VSX/ VC SYSTEM DESIGN

RMX AMX/CRESTRON/EXTRON

TOUCHPANELS AND CONTROLLERS

EX90/60

W EBEX/ADOBE CONNECT

C40/C60

PHOTOSHOP

Avaya Bridge Talk

VIDEO EDITING(AVID/VEGAS/FINAL

SX 10/20

TCS CUT

VCS CONTROLLER/EXPRESSWAY

Work Experience

2014-Current

Video Conference Engineer

Vanguard (LiquidHub)

Provide technical support to Vanguard Video Conference infrastructure assisting with

the management, development and configurations to endpoints, bridges, and

servers. Manage Avaya Audio Bridge through Bridge Talk and CRS Front End.

Manage multiple projects including installations, preventative maintenance and

development of user resources. Develop systems monitoring protocol to

communicate system outages to clients and manage content server and VCS

controllers. Engage with clients to ensure high quality of service is maintained.

2013-2014

Video Conferencing/Multi-Media Engineer

Dechert, LLP

Serve as technical consultant for issues related to video conferencing and other

multimedia systems. Install, upgrade and maintain hardware and software.

Perform audio-visual setups, including LCD projectors, webcast configurations,

and presentations. Monitor multiple video conference calls to ensure highest

quality assurance and customer service. Edit and record videos for depositions

and events.

Diagnose technical issues and engage appropriate resources to speed problem

resolution.

2012-2013

Video Conference Specialist

AstraZeneca

Provide technical support to client while maintaining an active role in a global team

service environment. Interface with customers face to face and through help desk

to provide information, instruction and client requests. Monitored video and audio

calls. Installed, upgraded and performed audio video setups in Video Conference

rooms.

2012

AV Technician/Marketing Specialist (Paid Internship)

West Chester University Business Center

Managed Audio and Video Systems in Business Center for West Chester

University. Installed and managed projectors, Creston, amplifiers, and other

video and audio equipment for classrooms and special events. Developed

marketing plan for conference system including creating a Google Adword plan

and contacting local vendors about use of center.

2012

Social Media and Marketing Specialist (Paid Internship)

West Chester University Foundation

Manage and update WCU Foundation Website and social networking accounts.

Create graphic designs for marketing postcards, website, and various marketing

projects. Videography of events for marketing purposes.

2009-2010

Audio Video Technician

Administrative Office of Pennsylvania Courts

Responsible for all aspects of the Pennsylvania Judicial Center's audio visual

support, including maintaining 15 conference rooms and scheduled meetings;

assisting with maintenance of projectors, televisions, lighting, sound equipment

and specialized AV application software, Broadcast CATV system, conference room

audio system and related head-end point equipment, and tracking and responding

to support requests. Equipment included Tandberg and Polycom Video

Conferencing Systems, TMS, CMS, Codian Bridges, Border Patrols, and Endpoints.

2008-2009

Air Traffic Controller

Federal Aviation Administration

Supervising and providing air traffic control services to aircraft in the National Air

Space. Applying air traffic control rules, issuing clearances and disseminating

weather to aircraft.

2003-2008

Paralegal/Courtroom Technology Specialist

Philadelphia District Attorney’s Office

Installing and maintaining all technical equipment for the attorneys including

laptops and projectors and video conferencing. Installing audio and video

equipment for court hearings and press conferences. Editing video and audio

evidence. Preparing presentations of evidence using PowerPoint and Trial Director.

Preparing discovery for attorneys and contacted detectives. Managed email and

voicemail system.

Contact this candidate