Customer Service Support

SOLOMON TRUJILLO

· **** North Pearl St Tacoma, WA · 98409 · 253- 686- 9837 · adqt6v@r.postjobfree.com · EXPERIENCE

JANUARY 2021 – CURRENT

TRIBAL LOTTERY SYSTEMS TECHNICIAN, EMERALD QUEEN CASINO

• Gaming machine maintenance and troubleshooting as well as upkeep and preventative maintenance.

• Properly diagnose faulty equipment to the component level.

• Convert themes, upgrade software and move slot machines as required.

• Casino guest service and customer support.

SEPTEMBER 2019 – AUGUST 2020

AV SUPPORT ENGINEER, AMAZON

• Provide customers with leading- edge video conferencing and Audio Visual (AV) support in meeting rooms at Amazon locations.

• Look for opportunities to standardize processes, improve productivity, and reduce wasted time.

• Remote support for customers and co- workers around the globe resolving various IT and AV related issues.

• Schedule and coordinate the setup of multimedia presentations, conferences, live streams, business meetings, interviews in various departments ranging from new hires to VP level employees utilizing industry standard tools to provide high level business solutions.

• Collaborate with a variety of teams and staff to achieve a common goal. SEPTEMBER 2017 – SEPTEMBER 2019

AV DIGITAL MEDIA ASSOCIATE, AMAZON

• AV/VTC room equipment setup and troubleshooting/repair. Intuitive and creative solutions for onsite AV/VTC issues.

• Professional Executive level meeting support.

• Independent thinking, time/project management and problem solving. AV room equipment installation, testing/diagnostics and preventative maintenance.

• Monitoring and responding to dispatcher calls from multiple buildings in the Amazon South Lake Union campus.

• AV systems training for co- workers and customers. MAY 2014 – SEPTEMBER 2017

AV TECHNICIAN, AVISYS (AMAZON CONTRACTOR)

• AV/DV equipment setup/ strike/ troubleshooting/ operation/ maintenance including: video cameras and equipment, computer laptops, video projectors, VTC endpoints, audio systems and their components, telephones, document cameras, and other miscellaneous AV related equipment or cabling.

• Professional, discrete and service- minded communication with customers in all modes: telephone, email, instant message, text or in person. 2

MARCH 2012 – NOVEMBER 2013

INTERN, ROBERT LANG STUDIOS

• Studio upkeep and equipment maintenance. Office duties, customer service, client hospitality, as well as studio session assistance.

• Provide Pro Tools and SSL console support and operations creating industry standard audio products for our clients.

EDUCATION

APRIL 2014

ASSOCIATE OF APPLIED ARTS, THE ART INSTITUTE OF SEATTLE MAJOR: AUDIO PRODUCTION TECHNOLOGY

SKILLS

AV SYSTEMS TROUBLSHOOTING & MEETING SUPPORT

• The ability to keep high- level meetings productive after or during AV system failure or user error.

• I am able to confidently troubleshoot AV systems both old and new and get results while also escalating when appropriate using all resources available to maintain productivity. EQUIPMENT BUILDS & INSTALLS

• Extensive operations experience with Crestron, Tandberg and AMX AV/VTC systems and Cisco WebEx room kits.

• Successfully and methodically built several mobile VC carts used in buildings on the Amazon campus used by various teams regularly.

• Converted dozens of Amazon conference spaces to Cisco touch 10 control panels and other installs/upgrades.

• Equipped, tested and successfully launched two Amazon towers (The Summit and ReInvent) consisting of 600+ AV configured conference rooms while maintaining a strict schedule and working with a small team to achieve our goal.

COMMUNICATION

• Communicate ideas for positive changes that can be made to increase productivity and improve processes by thinking critically.

• Correspond via telephone and digital chats, troubleshooting and resolving customer issues thoroughly and professionally. Resolve issues using an OTRS ticketing system to organize and prioritize work.

• Able to create and maintain trusting relationships with clients that I support. INDEPENDENT & ORGANIZED

• I am able to stay focused and on task without supervision or direct orders and instructions.

• Proficient with word processing software and other professional business software used in an office environment such as Outlook, Word, Excel, and others.

Contact this candidate