Senior IT/AV Support /IT and AV Project Manager

Collin M. Longsworth

973-***-**** ******.**********@*****.*** www.linkedin.com/in/collin-longsworth

OBJECTIVE:

I am a hands-on technology expert with a customer focused approach seeking an opportunity to use my technical, project management and collaboration skills to achieve customer success.

TECHNICAL SKILLS:

OS Support: Windows XP-10/MacOS 10.13.x-10.15.x

System Provisioning: JAMF (Mac)/MS SCCM (PC)

SSO/Authentication: OKTA/NoMAD (Mac)

MDM: JAMF

Encryption: FileVault/Bitlocker

Help Desk Client: ServiceNow

Virtual Desktop: VMWare Horizon Client/Parallels Desktop

Remote Connectivity: Cisco Webex/MS Remote Desktop/Apple Remote Desktop

Communication Tools: Cisco Webex/Slack/MS Skype for Business/MS Teams/Zoom

Video Conferencing: Cisco Spark Series/Polycom Group Series/Meeting Owl/ Logitech Meet-Up

Audio Visual Support: Crestron Systems/Wireless Presentation/AV troubleshooting

EXPERIENCE:

Blackboard Insurance, New York, NY

End User Support Guru 2020-Present

Support of Mac/PC systems, applications, network connectivity, and mobile devices

Support of Cisco video conferencing devices and office-wide AV systems

Setup Mac systems and iOS devices using JAMF Mobile Device Manager

Project manager and vendor contact for AV equipment installation and upgrades

Setup of Windows 10 virtual desktop within VMWare Horizon Client

Support of Windows 10 issues within the virtual desktop environment

Support of OKTA SSO connectivity and NoMAD Active Directory synchronization

Service ticket creation, monitoring and resolution using ServiceNow

Test new devices, applications, and upgrades to maintain/improve company standards

Reduced new hire computer setup time by combining install steps and simplified day 1 onboarding by documenting and delivering a streamlined process

Created documentation of software/hardware/AV usage for the company Knowledgebase

Delivered IT/AV group training on-site in scheduled sessions

As a part of the Business Continuity Plan during Covid-19:

oCreated & delivered a remote on-boarding process for new hires

oCreated a new hire computer setup space and a temporary secure storage area in my home

oRemote support of software/hardware/connectivity issues using screen sharing during work from home

oDelivered IT/AV group training remotely in scheduled sessions

oMaintained equipment inventory in-office and during work from home

oRemotely completed companywide MacOS and VPN upgrade required for security compliance

Publicis Groupe/Resources IT, New York, NY

IT Operations: Audio Visual Service Manager, NA 2018-2020

IT Operations; Audio Visual Project Manager, NA 2016-2018

Manage North American AV projects with budgets from $50,000 to $1 million

Responsible for hiring, on-boarding, and managing AV technicians in US offices

Manage 10 AV technicians in 8 office locations across North America

Design AV systems and work with AV vendors to deliver final proposals

Manage signage systems in several offices using web-based access (Zoom/FWI)

Maintain AV inventory and space usage reports for each US office

Create AV installation standards with IT, Networking and Real Estate operation teams

Update and review audio-visual install standards with the Global AV Director annually

Collaborate with agency senior leadership to determine AV/IT upgrade needs

Meet with construction team and participate in site survey during office upgrade projects

Act as an escalation point on technical issues for the IT and AV team technicians

Monitor requests and incident completion in help desk software; ServiceNow

Travel to various US locations to support the completion of AV upgrades/install projects

SME on AV installation process, policies, and equipment across all US offices

IT Operations; Integration Projects - IT/AV Support 2012-2016

IT Operations; IT Supervisor 2010-2012

IT Operations, Senior Analyst 2007-2010

Daily IT/AV support and SME at multiple locations during company integrations

Contributed to the weekly Operations Management strategy planning meetings

Assigned by the Director of IT to research new IT/AV equipment and systems

Supervised an IT team across 4 office locations

Managed ServiceNow queues for 5 offices and created reports for IT management

Contributed to IT service improvement strategies during IT Supervisor meetings

Collaborated with Facilities and Project Management during office expansions

Setup and Support for PC/Mac/Mobile Devices/Printer/AV systems onsite

Managed Active Directory objects – i.e. reset user passwords, add/remove workstation

PREVIOUS POSITONS:

New York Film Academy, New York, NY

Production Assistant/On-Set IT Support 2006-2007

Bauer Publishing Company, Fort Lee, NJ

Senior Technical Support Specialist 2004-2006

King’s College, Wilkes-Barre, Pa

PC Support/Macintosh Administrator 1996-2004

EDUCATION & CERTIFICATIONS

King's College

B.S. in Business Management

Apple Computer

Apple Certified Technician

Microsoft

Modern Desktop Administrator Associate (in progress)

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