It Support Technical

W. Oliver McClendon

Atlanta, GA 404-***-**** ***.*********@*****.***

Dear Hiring Manager,

With over 7 years in AV/IT technical support and 15 years in customer-facing roles, I bring a unique mix of technical expertise and service-driven professionalism. In my recent role at Chenega, I supported 1,000+ employees by deploying Cisco Webex endpoints, optimizing cloud services, and resolving 50+ weekly service tickets with 98% SLA compliance.

Beyond troubleshooting, I excel at creating user-friendly experiences — from ensuring flawless executive meetings to building platforms that kept communities connected during the pandemic. I thrive in hybrid environments where technology meets people, and I pride myself on delivering solutions that improve reliability, adoption, and collaboration.

I would welcome the opportunity to bring this blend of technical and interpersonal skills to your team. Thank you for considering my application.

Best regards,

W. Oliver McClendon

W. Oliver McClendon

Atlanta, GA 404-***-**** ***.*********@*****.*** Professional Summary

AV/IT Specialist with 7+ years in enterprise support and 15+ years in customer service. Proven track record resolving 50+ weekly tickets across Cisco, Avaya, and Siemens environments with 95%+ SLA compliance. Known for bridging AV and IT to deliver reliable collaboration systems and seamless end-user experiences.

Technical Skills

Collaboration Tools: Cisco Webex (Meetings, Calling, Control Hub), Microsoft Teams, Zoom, Google Meet

AV Systems: Cisco Room Kits, Webex Boards, SpeakerTrack, Quad Camera, Avaya, Siemens IT Systems: Active Directory, Office 365, G Suite Administration Ticketing Tools: ITSO HP, Jira

Networking: LAN/WAN troubleshooting, encryption protocols, system monitoring Programming/Cloud: Visual Basic, .NET, AWS Certified Professional Experience

Chenega – Atlanta, GA

Audio Visual Technician Oct 2022 – Aug 2025

• Resolved 50–60 IT/AV support tickets weekly using ITSO HP, maintaining 98% SLA compliance.

• Configured and deployed 30+ Cisco Webex endpoints (Room Kits, Desk Series, Boards), driving a 25% increase in conference room utilization.

• Optimized Cisco Webex Cloud Services (Meetings, Calling, Control Hub), enhancing secure collaboration for 1,000+ employees.

• Delivered executive event AV support for 100+ large-scale meetings annually with zero downtime.

• Integrated Avaya and Siemens telephony endpoints, improving call quality by 20% and reducing dropped sessions.

Atlanta's Resource of Entertainment and Arts – Atlanta, GA Audio Visual & Networking Coordinator Jun 2015 – Oct 2022

• Supported 200+ virtual and in-person events annually, including recording, archiving, and live-streaming.

• Managed company-wide network infrastructure upgrades that reduced downtime by 40%.

• Implemented digital client management and payment platform, cutting administrative workload by 30%.

• Created a virtual dance instruction platform that enabled 500+ remote students to continue classes during COVID-19.

T-Mobile – Atlanta, GA

Lead Mobile Expert Oct 2018 – Aug 2021

• Led a sales team achieving top 5% regional performance, consistently exceeding revenue targets by 15%.

• Delivered mobile tech training to 200+ customers monthly, increasing satisfaction scores by 20%. Clark Atlanta University – Atlanta, GA

Software Consultant Oct 2015 – Jul 2018

• Developed ASP.NET solutions to integrate HTML-based data, streamlining content management workflows.

Education

Morehouse College – Atlanta, GA

Bachelor of Science, Computer Science May 2008

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