Engineer Support

Shain Feurtado

408-***-**** · ******@*****.*** · linkedin.com/in/shainf

Profile

Audio Visual (AV) operations professional with extensive experience in the AV industry supporting Silicon Valley tech companies. Highly-organized and detail-oriented in managing a variety of IT/AV projects and corporate support operations. Adept at managing project management ticketing workflows and providing comprehensive customer service. Strong ability to optimize global processes and systems to produce high-level customer satisfaction results. Experience

Audio Visual Operations Lead, AV Engineer L4, Uber Technologies, Inc March 2016 – June 2020

• Managed global AV Operations queue for 60+ global headquarters offices and 500+ Greenlight and satellite locations encompassing 2500+ global Zoom Rooms

• Produced unparalleled productivity uptime by reducing average ticket service time from a 2-week response to 48-hours action

• Approved AV vendors and local Service Desk technicians to conduct sweeps, store high- priority inventory locally, and improved service efficiency by 30%

• Compiled standardized training documentation for local site leads and technicians to support the technology during the builds hand-off process

• Served as the escalation point of contact for in-room technical support for all global video conferencing and audio-visual equipment with 99%+ CSAT

• Supported high-profile live events and Zoom webinars for C-level executive including: Board of Directors meeting, Uber Elevate Summit, Global All Hands, and IPO Roadshow VC/AV Events Technician, Mozilla

November 2015 – February 2016

• Designed, coordinated, and operated AV stage equipment of varying complexity including video switching, audio reinforcement, stage lighting, and networking

• Responsible for all event operations in Mozilla’s permanent and temporary spaces with vendor-management

• Served as point of contact for internal customers to assist during events Video Conference Engineer/Technician, Facebook

August 2014 – September 2015

• Acted as T2 Escalations Technician responsible for onsite AV/VC support, maintenance of AV/VC hardware equipment including VOD streaming services

• Managed conference room AV/VC move/add/change requests

• Oversaw the provisioning and commissioning program for all AV equipment, including firmware updates and loading programming files for Crestron, ClearOne, PolyCom, etc

• Provided on-call AV/VC and white glove support for executive briefing centers and training spaces

• Managed and provided event space support to rotating list of assigned spaces

• Provided T1 support for Video on Demand (VOD) services Audio Visual Lead, Various Companies (Google, GE, PSAV) May 2007 – August 2014

• Set-up, programing, operations and strike of various professional-grade audio, video and lighting equipment/software in Grand Ballrooms and breakout rooms

• Supported multimedia production by creating, manipulating, and managing video, audio, still and animated graphics, and slide presentations for online and live presentations. Also provided video capture, editing, and rendering services

• Participated in the development and maintenance of departmental workflow and standard operation procedures applicable to global maintenance and region-specific documentation

• Managed AV special projects including asset tracking, deployments and general documentation

• Provided monthly updates, communications and metrics to upper management relating to regional maintenance support requests and operations

• Provided preventative maintenance services (room sweeps, initial troubleshooting, etc.)

• Managed break-fix issue queue with high C-STAT and decrease in average response time Education

B.S. Sound Engineering, Recording Arts Technology, Ex'pression College Extracurricular: Recording Artist Management Assistant Internship, The Firm Artist Management Group

Skills

• AV event production (A1, A2, V1, V2, L2)

• AV system design and integration

• AV system operations and troubleshooting

• Global support experience (US/CAN, LATAM, EMEA, & APAC)

• Video conferencing systems for conference rooms and live event spaces

• Understanding of network requirements in corporate environment and external spaces

• Proponent of issue ticketing and project management platforms (Jira Service Desk, ServiceNow, Agile, KanBan, Scrum, etc)

Specialties: Zoom, Zoom Rooms, Cisco Telepresence, other soft-codecs (WebEx, Teams, Skype, Google Meet, Blue Jeans, etc), Graphic and Web Design, Adobe Creative Cloud apps, Crestron (DM, control systems, touch panels, extenders), Extron, Polycom, Clearone

(Converge/Interact), Monitors (Planar, LG, NEC), Audio DSPs (Symmetrix, QSC, Biamp), Audio mixers, Video switchers, Lighting controllers, and other large production systems.

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