Customer Support Media Specialist

Andrew Samuels

*** ********** ***

IRVINGTON, NJ 07111 US

Phone: 973 489- 4203

**********@***.***

EXECUTIVE SUMMARY

Highly creative unified communications & media specialist with over twenty years of diversified industry experience, providing clients with high –quality full scale IT & audio visual services nationwide.

Work with associations, companies and other organizations that are putting together staging events, conventions trade show exhibits corporate events and computer network activities.

Would consult recommend and provide technical direction and audio visual solutions for customers with their events from conception to completion. Strong verbal & written communication skills

List of client and organizations have done events for: American Museum of Moving Images, Baseball Hall of Fame, Allied Corporation, Football Hall of Fame, Bristol Myers WWF WBF WBC Press Conferences, Piper Jeffrey’s, Marriot Corp, Johnson & Johnson Fisher Price Corp. PRESIDENTS: Clinton, Bush, Reagan. MAYORS: Guliani, Dinkins, Koch, Ted Turner, Donald Trump, Tony Randall, Bill Cosby, Sinbad, Muhammad Ali and many more in the early 90s working at the Waldorf Astoria Hotel.

EMPLOYMENT HISTORY

Diagnostics Engineer 2

ConvergeOne * Strategic Products and Services * Providea

February, 2016 June 2022 (5 years +) Remote Virtual

Working the Customer support center as the vital connection between our clients, our technicians and Venders, acting as Client Liaison to ensure the timely triaging, scheduling, and resolution of client brake fix requests. I diagnose and triage problems that arise in the delivery of our support services, championing process improvements and innovation in the interest of providing the best possible client support services.

As part of the Video Support Operations team, I was on the forefront of providing outstanding customer service, while being mindful of internal and external client interests when following processes and workflows.

RESPONSIBILITIES:

Evaluating and directing support tickets to the correct technical team quickly and effectively mindful of metrics and SLAs, while leveraging technical experience to determine the appropriate ticket flow. ( IVANTI, ALERT, SALESFORCE, SERVICE NOW)

Monitor queues location, status, and availability of resources via our ticketing system in order to coordinate client onsite visits supporting all multimedia break fix issues.

Act as liaison between internal technical teams and clients to ensure delivery of excellent customer support services

Diagnose & Troubleshoot to determine nature of the issue and possible next steps to achieve resolution

Create and support RMA parts with Cisco, Crestron, Extron for replacement and installation for our customers.

Create scope of work for dispatch team to coordinate resources servicing customer facilities.

Follow up directly with technicians and their managers to get status updates for scheduled events according to our ticketing system.

Research customer entitlements / coverage while providing formal quotes for approvals when necessary.

Liaison between the client and the technician in order to keep all parties fully informed regarding updates.

Work with Sales, Dispatch, Parts Warehouse teams and various vendors to coordinate project resolution.

Process expert assisting teammates and engineers to follow multi-step processes in compliance with our internal ticketing system, Maintain compliance with internal SLA

Work with projects directly relating to process improvement (Beta testing software Ivanti)

Monitor and respond to incoming overflow support requests via ACD phone queue (I3)

Multimedia VTC Engineer / Consultant

METLIFE INVESTMENTS 10 Park avenue Morristown NJ 07092

January 2012-- January 2016

I provide technical support for the multimedia engineering group at MetLife's Investments division.

White glove technical support for all events, meetings, and seminars to assure equipment is working properly consistently

Bridge multiple VTC and Telepresence connections to intl/regional locations incorporating WebEx with audio dial in

Monitor high profile meetings for quality control and assurance to resolve escalations

Crestron control panels for system activation, Extron interfaces and Kramer switching hardware sending signal to multiple sources such as LED or projection units, Sonic Foundry and video gallery

ECreston control software for remote location activation and assisting the far end

Troubleshoot problems associated with equipment and VTC systems throughout investments enterprise

Liaise with vendors and third-party providers, for maintenance of conference room equipment

Setup and support all Townhall meetings and off site events

HD video conferencing Polycom, Tandberg and Cisco, Telepresence, streaming video to Jabber desktop users

Audio Visual Manager

DEWEY & LeBOEUF LLP

January, 2010 — January, 2012 (2 years)

Supervise team of technicians in daily audio visual job setups and support

Create and implement standard operating procedures for the department, with focus on increasing productivity and maintaining excellence

Populate and update policies and procedures, along with general knowledgebase, on department section of Firm portal

Create templates for VIP meeting requirements and email communications

Monitor high profile meetings for quality control and assurance and resolve escalations

Liaise with vendors and third-party providers, along with Firm managers and directors when required, for maintenance and upgrade of conference room equipment

Work in conjunction with all other support departments to maintain commitment to quality of service

Assist in daily setups of video conferences (using primarily Tandberg codecs, Tandberg Management Suite, Codian bridge), teleconferences (AT&T Executive/on-demand, reservationless accounts under various vendors), web meetings (primarily WebEx meetings created on request and third party webinar reservations), and auditorium setups (microphone placement, laptop/computer and peripherals, recording equipment), and the arrangement/testing of the necessary audio visual requirements

Schedule staff hours and job assignments, including overtime

Reconcile weekly overtime sheets for staff and maintain departmental spreadsheet

Train new hires on daily job functions and ensuring customer satisfaction

Provide unparalleled executive support

EDUCATION

East Stroudsburg State College

Pocono Mountains Senior High School – Swiftwater, PA

Tandberg University Reston VA

Crestron Technical institute

LICENSES / CERTIFICATIONS

HDI certification, Multiple Crestron certifications CTI-CFC CTI -CTF, Polycom Soundstructure certification,

Microsoft Azure

Multiple certifications with Legrand AV, Dalite, Chief and Vaddio

International Communications Industries Association (AV Control-Sys-Net)

Certified TANDBERG Cisco * TMS Specialization Professional

Trade and Business Seminars (Ongoing always learning something new)

SKILLS / QUALIFICATIONS

SKILLS: Equipment recommendations, Consultations, Proposal, Billing, Scheduling, Filing, Data Bases, Graphics, Presentations,

CMS & ticketing systems Ivanti, SalesForce, ServiceNow, Alert

Cloud based unified communications Pexip, WebEx, Zoom, Acano,Jabber / Monitoring Onguard

Microsoft Office* Teams, PowerPoint, Word, Adobe Premier Pro CS5, Audition, Photoshop, Computer programming and network routing and patching, TMS desktop video conf management

Creston controlled audio and video conferencing, PicTel, Polycom, TANDBERG, Codian MCU Bridge, Content server recording AMX, Crestron EControl, CISCO WebEx meeting place, IP and ISDN H.320 H.323 Protocols

Set up EQ and monitored wired and wireless microphones, audio conferences and LCD projectors for computer presentations for attorneys (legal) physicians (medical) and CEOs in a variety of industries

Regulated and operated media system in multiple conference rooms as well as in rear projection booths within amphitheaters studio config cameras with extensive IMAG projection, Folsom screen pro, Pulse 300 switchers, DigiBeta SP 3/4 tape formats Extron Computer interface, Soundcraft, Mackie Yamaha, BOSE, JBL, Shure, EV 24 or 40 channel mixing boards, audio CD, Da-Lite Truss Large screen pipe and drape stage platform assembly.

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