Customer Service Engineer

Herendira Heredia

P.O Box **** San Jose, CA ***** 408-***-**** **********@*****.***

Targeting: Video Conferencing Engineer Position

• Meet deployment schedules such as: sourcing, shipping, staging, installation, programming, testing and end user training.

• Experience with video technologies such as formats, bit-rates, encoding/decoding, compression, streaming and multicast

• Video conference management and control systems- Knowledge of design reviews, change management, and trouble ticket support

• 5 years professional experience working with video conferencing - Cisco/ Tandberg/Call Manager ,Telepresence, Polycom, Lifesize

• Proven experience leading engineering design and implementation efforts in video conferencing systems, multimedia systems, remote management and control systems and support infrastructure.

• Deployment of the wireless systems with workstations including software internet documentation.

• Experience with legacy video conferencing SD and HD and video conferencing and technical consulting.

• Worked closely with video conferencing units using Ethernet & ISDN technology and conducted conference calls to several parts of the world. Configuration of networking equipment and devices (routers, switches) for local users without minimal service interruption. Work with third party vendors and provide contracts, quotes, predetermined orders for temporary services to a customer with mid-size event shows.

Technology Summary

Certifications: CCNA Certification expected 06/12

Systems: MultiPoint Control Unit, Tandberg Management Suite, Cisco Telepresence Multipoint Switch, AT&T Exchange,

CICS/ISPF/Mainframe, Windows 9X/NT/2000/XP/2K3

Data Base: TMS server, MCU, VCS, eMeeting server

Software:

Internships: Fluency: SIP, RTP, RTSP WebEx, Intercall, LiveMeeting, eMeeting, WebEx Direct, NetMeeting, MS Office, MS Outlook, Lotus Notes

NBC Universal in Creative Services, 2010; The San Francisco Giants as a Media Productions Intern, 2008

Employment Experience

Applied Materials WIPRO Technology– Santa Clara, CA Analyst Programmer Engineer (12/2010-Present)

• Responsible for the internal infrastructure, day to day operations, support, maintenance and successful delivery of global video conferencing calls. Facilitate daily Executive Telepresence meetings, Video Conferences and Webcasts

• Strong working with voice/video signaling and network transport technologies such as Cisco routing and switch / data networking.

• Manage the specifications, installation, configuration and operation of various video units.

• Work with cross functional teams including Business Units, Application development, Engineering and Production Teams with excellent communications skills

• System planning, patching, user notification, upgrades

• Knowledge of Gatekeepers, Gateways and Firewall traversals. Troubleshoot and assist in the configuration and knowledge of equipment used for meetings and collaborative events

• Provide technical support for Executive video conference meetings, multiple Employee All-Hands meetings, various webcasts and maintain both physical functionality and updates in Tandberg Management Suite of non-Executive video conference systems

• Facilitate the operation and integration of existing and new programs into the company network such as Intercall, WebEx and LiveMeeting. Set up user accounts, instructional sessions and provide technical desktop support on a daily basis for programs implemented into the company network

• Set up, operate, troubleshoot and provide audio visual support for daily Cisco TV and Intel Studios global broadcast meetings, demos, conventions and conferences

• Some Knowledge of H.323 and SIP protocols

• Provides remote support for end users for 8 other locations.

• Provide excellent customer service on a daily basis for high-profile clientele

• Install and support Video conference equipment for large events.

• Manage the Video infrastructure including, Gatekeepers, Gateways, MCU, Tandberg Scheduler and end points

• Manage Meeting place Infrastructure which includes directory servers, web servers and Audio servers

• Assists in the development of user documentation and training materials

• Provide computer/telephone orientation to new site support services staff members

• Administer WebEx sites for various conferencing integrations

• Proficient with windows media server setup, staging web streams and media server replication setup through windows scripting.

• Some knowledge HTML coding, SQL server configuration and IIS configuration knowledge

• Working knowledge of LDAP, SSO, SSL and Windows authentication

• Support regular endpoint upgrades, hot fix installation on web and audio servers. Install and renew security certificates on web servers

• AT&T Exchange Telepresence support

NBC UNIVERSAL – San Jose, CA Media Productions Intern, (2010)

• TV ads & correct existing for both local and national TV commercials

• Projects with non-linear film/video editing system

• Final Cut Pro efficient

• Familiarity working with Sony Vegas audio software

• Practiced for encoding and transcoding of assets in context of various video formats.

• Able to succeed clients and sale managers’ production expectations.

• Dependable for setting up lighting, camera, set design, detailing and shot logging shoots.

SWANK AUDIO VISUALS – San Jose, CA Audio Visuals Technician, (2007 to 2010)

• Set up and operation of audio visual equipment in a hospitality environment. Ensured that complete customer satisfaction is achieved and is accountable for all inventory before, during and after each event. Responsible for configuring video conferencing units, setting up lighting, camera, set design, detailing and shot logging shoots. Participate in on-site visits by prospective

• Planned and organized the technical requirements for all shows and meetings in a hotel environment and the training and development of the technical staff. Lead the audio visual technical personnel in delivering flawless service, products and equipment to our clients. Selling activity to clients of a specific hotel as it relates to their audio visual event.

• Participation in on-site visits by prospective clients, solicitation of new business and ensuring that our customers receive the proper service and equipment needed to accomplish their objectives.

• Handled technical troubleshooting within an enterprise environment, including system crashes, slow-downs and data recoveries. Engaged and tracked Priority 1 issues, with responsibility for the timely documentation, escalation (if appropriate), resolution and closure of trouble Remedy tickets.

Education

SAN JOSE STATE UNIVERSITY – San Jose, CA, Degree Expected 12/12

B.A. Degree in Video, Television and Film, Minor in Women’s Studies Concurrent Employment with College Studies:

Audio Visuals Technician (2007 to 2010):

• Understanding of video, audio signals and broadcast standards, facilities and file formats Video and Audio Production. TV ads & correct existing for both local and national TV commercials. Experience with non-linear film/video editing system. Practices for encoding and trans-coding of assets in context of various video formats.

• Provide networking/desktop support and perform mainframe and account maintenance tasks. Earned commendations for teamwork, flexibility and work excellence in providing Video, Film, IT and Television support to students and faculty. Multi-level function position.

Sloan Consortium Freelance IT Project (2010)

• Setup & Configuration of HP minis used for the email lab including the installation of laptop security lock

• Arrangement of HP minis (the same units used in the email lab) for Sloan-C board meeting in board room, then move back down to Regency Ballroom for email lab

• Assist with setup of registration area (several laptops, connected to printers via Netgear WGPS606 Wireless Print Server)

CISCO NETWORKING SYSTEMS ACADEMY – San Jose, CA, Certification expected 06/12

CCNA Certification

Available for Relocation & Travel

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