Level 3 Video Engineer

• Dec 2018 - Present

Technical Manager

• Nov 2016 - Dec 2018

Technical Manager at Electrosonic

• Nov 2016 - Dec 2018

Continuous review, development and implementation of operational process, procedures and standardisation to improve quality and consistency of service delivery to clients.Managing 24x7x365 global VNOC service, ensuring compliance to Cisco, Polycom and Crestron accreditation. Managing and maintaining, third party partnership and client relationships.Maintain and manage staff’s technological ability to deal effectively with enquires, requests and faults in proactive and reactive manner for AV and Videoconferencing environments, consisting of Endpoints, infrastructure, room control systems and immersive telepresence.

Technical Engineer

• Dec 2007 - Nov 2016

Working as part of a strong and knowledgeable VNOC team based on ITIL best practices, providing support, management and training to increase the team’s knowledge and understanding of hardware, software, procedures on video infrastructure, endpoints, network routing, switching, QoS, firewall and Telepresence. Adhering to SLA’s and OLA by raising, updating, resolving and tracking faults with ITSM ticketing systems. Ensuring all change requests follow the Change Management procedures for DD and clients by attending CAB & TAB meetings. Working with 3rd part support engineers, i.e Cisco & Polycom TAC Engineers. Maintaining professional working relationships with all clients. Also setting up regular meeting with SDM Managers to reduce the number of complaints based on ITIL process through RCA. Part of a team of Global Field Engineers providing 24x7 support for Level 3, cisco TPM and DD clients, attending customer sites or datacenter to work on installation of hardware and software, fault isolation and resolution by replacing or reconfiguring hardware/software. Working and liaising with clients and 3rd parties on Cisco, Tandberg, Polycom, Codian, Extron, Kramer, ClearOne, Shure, Wolfvision, AMX and Crestron. Working with Project Managers and Sales Teams, carrying out sit survey and Pre/post-sales reports for Clients & third party. Qualified cisco engineer, installing and configuring Routers, switches, IOS, NID, F5, Riverbed CUCM, TMS, MSE, MPS, MCU, TPS, border controller, gatekeeper, VCS control & Expressway. Hardware logistics management (RMA) for Cisco and Polycom at a client’s site or datacenter and staging of field spares, working with H323, SIP, TIP and ISDN protocols. Qualified Cisco Telepresence installation engineer carrying out installation and site survey for CTS, T3, TX9000 & TX9200, router, switch, RRA, NPA, and PIR.