Engineer Information Security

Agustin Alfredo Campos

615-***-**** adiorw@r.postjobfree.com Mesa, AZ 85215

SUMMARY

I am an experienced Audio Visual and Collaboration Professional with 10 years of experience in collaborating with colleagues and vendors to achieve sleek and streamlined AV and Video Conference room experiences. My 10 years of expertise in Audio Visual and Video Conference solutions, allows me to be successful at managing and collaborating with strong teams, vendor partnerships and C Suite level executives.

SKILLS

Documentation/Training manuals

Call center operations

Customer support

Help Desk support

Leadership

Team leader/Coaching

Trouble shooting AV/VTC equipment

Live streaming support

Spanish translation

Quality control

Senior leadership support

High-energy attitude

Video conference

Vendor Management

Subject Matter Expert for Polycom/WebEx

Firm Communications

EXPERIENCE

CISCO WebEx Administrator, MUFG Union Bank, March 2020 – December 2020

As a WebEx administrator I have been able to demonstrate leadership with day-to-day issues and resolutions for both internal and external clients.

Provide distinctive “White Glove” service to clients and business partners, both in person and over the telephone.

Respond to client inquiries and issues through Service Now Tickets with a satisfactory resolution.

Support firm-wide achievement of remote video events, daily reporting of statistics, meeting, or exceeding ticket SLA's. As well as successful upgrades of equipment, software upgrades and circuit installations.

Meet all Business Partners needs in planning and accessing offices for different types of required work or room renovations.

Scheduling with local leaders, vendor, and business partners for coverage to help set manageable expectations for a successful experience.

Manage “Hosted” calls for C-Suite executives and their teams on a weekly basis for US and The Americas firm.

Host dry runs and training leading up to event day to ensure a smooth and successful event.

Research, test and resolve vulnerabilities found by CISCO and implement the fix to all users and equipment.

Met with CAB team to socialize changes, explain testing that was completed, and the plan for deployment.

Provided documentation for clients on how to use WebEx both in the office and remote office.

Provided statistics for room usage, meeting usage, minutes used, and WebEx license assignment.

Collaboration/ AV Engineer, Pinnacle Financial Partners, June 2018-March 2020

As a Collaboration and AV engineer, I have been able to demonstrate a commitment to deliver distinctive customer service to both internal and external clients and business partners.

While in this position I have been responsible for the design, testing, installation, contracts with business partners and the overall support of CISCO WebEx video devices and AV equipment across 4 states and over 72 rooms.

Provide distinctive service to clients and prospects, in person and over the telephone.

Respond to client inquiries and satisfactorily resolve client issues.

Support firm-wide achievement of the three-ring standard (all phones answered by a live person within three rings).

Meet all the internal client's financial needs, research and develop a plan for AV and VTC equipment for the targeted room/space.

Selecting equipment for local needs and stay within budgeted parameters.

Assist other team members as needed to ensure delivery of distinctive service.

I assist with all IT functions (printer install, PC and iPad deployments, switch racking, mobile device set ups, etc.).

Design and manage audio visual infrastructure, system and application monitoring and alerting.

All VTC statistics were monitors through CISCO WebEx Administration and all network statistics were monitored through Solar Winds.

Plan and monitor routine preventive maintenance on AV systems and equipment (replace bulbs, clean filters, and lenses, make minor adjustments).

I implemented a standard with our business partner to complete preventative maintenance twice a year for all 72+ devices.

(the + is for all new equipment being installed throughout the footprint that would not be covered.).

Plan and make recommendations for future upgrades, technology refreshes for A/V and VTC systems.

Receive and respond to incoming tickets, calls, pages, and/or e-mails regarding electronic technical systems software/hardware problems as required.

Deliver required service levels for all electronic technical systems according to company policies and requirements supporting hotel operations revenue initiatives.

Document instances of systems equipment failure, repair, installation, and removal.

Engage CISCO TAC, business partners, and internal Pinnacle IT for support and assistance.

Coordinate/schedule audio cast/live streaming events.

Logistics for events including production equipment, vendor services, personnel travel.

Responsible for budgeting each event (4 a year).

Connect with customers and venue coordinators on a bi-weekly basis to discuss the details of the event and.

Follow-up with communications team on outstanding items needed.

Speak with presenters (speakers) to ensure show flow and PPT are in correct format.

Travel to customer event to assist with day of tasks (stage, pipe and drape, lighting, etc.).

Participate in End-to-End video tests, dress rehearsals for all watch venues.

Manager, Deloitte, Video Network Operation Center, VNOC, February 2010-December 2017

Led a team of 20 domestic employees and 12 international (India) employees that were solely responsible for the coordination and connection of 1,040 video conferences and 3,380 different VC rooms connected on average each month including domestic, foreign and external client locations.

Expanded the capacity of the video network operations center by increasing daily video conferences from an average of 20 connections a day to 70 plus connections a day over a 9-month plan.

Remediated technical issues for our clients domestic, foreign, and external.

Reported vital meeting information, metrics, issue resolution, and issue identification.

Managed the VNOC budget and associated projects.

Presented forecast changes, trends, and policies in quarterly department meetings.

Presented industry trends and vision for videoconferencing during Deloitte's International Video Conference Summit.

Created policies and procedures to streamline tracking of issues, customer experience and technology changes.

Traveled India on a regular basis to develop careers and foster teamwork between US and India team members.

Managed numerous projects within the VNOC with a 90% success rate (on-time and on budget).

Tested new or upgraded software (desktop and stand-alone VC equipment).

Tested and deployed new equipment for domestic and foreign offices.

Over 1,500 VC codecs, monitors, Crestron's, etc.

Deployed and installed.

Trained staff on new software and/or upgraded equipment.

Built a strong videoconference team dedicated to world-class customer service: hired, developed, mentored, motivated, and counseled to a consistently high standard.

Created training manuals with checkpoints for every phase.

Conducted performance reviews for all direct reports (domestic and international) and created performance plans (when needed) tailored to a specific person and area.

Created the emergency disaster plan for both the US and India Video network operation centers.

The disaster plan included an outline for equipment failure, natural disasters, and terrorism.

CISCO VoIP and Audio-Visual Specialist, LKQ/Keystone Automotive, February 2002-December 2009

Nashville, TN

Integrated professional audio/video systems and provided technical assistance to resolve issues.

Transported and installed equipment for live events, including weddings and concerts.

Built strong rapport with customers to foster confidence in system installations.

Created training programs to support organizational changes involving employees' day-to-day operations.

Crafted successful messages to support large-scale, enterprise-wide changes.

Leveraged prescribed change management tools such as impact analyses, enablement plans and readiness assessments to support updates.

Built cohesive messaging and executed plans with consistent voice, processes and tools to achieve targets.

EDUCATION AND TRAINING

Associates degree

Information Security Systems and Telecommunications, ITT Technical Institute, Covina California

GPA: 3.0, CISCO

Emphasis on Management and VTC

REFERENCES

References available upon request

LANGUAGES

Fluent in Spanish

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