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Ops Manager/ Large Accounts Liaison/ Qc Delivery Expert Resume

Ashland, VA


  • Seasoned IT/AV professional with over 25 years in video conferencing, including senior roles in integration, support, events, project management and operational direction.
  • Provided these services within corporate financial, health, and academic environments.
  • Both in customer representation and as vendor solution provision capabilities .
  • Proven track record in complex executive and premier customer environments, with strong interpersonal, written and verbal communication.
  • Experienced with hands - on implementation and vendor relations.
  • Video Conferencing and Integrated AV Systems enterpr ise platform management and strategy, (Subject Matter Expert)
  • Hi profile customer, single point of contact for project management, quality assurance, service and support of equipment and events.
  • Large scale campus scaled scope project delivery and quality assurance of Integrated VTC and AV systems and infrastructure and support of these.
  • Extensive knowledge of Polycom, Cisco/ Tandberg, Lifesize and majority of 323 ans SIP based VC products including Endpoints, MGC Bridges, Gatekeepe rs/ Gateways.
  • Extensive knowledge of integrated multi- media AV and VTC systems, design implementation, operation and support
  • Expert knowledge of video conferencing infrastructure systems, protocols and standards
  • Managed vendor relationship with AV/VTC strategic partner
  • Analyzed environment and provided strategic product, infrastructure, and implementation recommendations for enterprise standards and scalability
  • Centralization of remote management of AV and VTC information systems (including room management).
  • Identified platform-based business requirements and strategic direction for both cost reduction efforts and centralized support encompassing over 200 rooms globally
  • Documented RFP through selection of AV VTC strategic partner
  • Created scope of work (SOW) documentation outlining the support responsibilities of external support vendor Contracts .
  • Managed Vendor Scorecard used for determining product direction and vendor selection.
  • Managed global efforts to create a centralized Help Desk with strategic remote management support capabilities


VTC and Integrated AV Systems: Polycom, Cisco/ Tandberg, Radvision, Lfesize, Crestron, AMX control systems and related products, Extron, Altinex, Video Camera’s and controllers, Video/D Confidential projectors, for major venues ( Auditoriums ) Flat screen Displays/ Scaler’s, and Scan converters, PC interface devices, RF Campus wide CCTV and MATV distribution systems, wired and wireless mics and audio reinforcement systems, Digital sound processors (D SP’s) - Biamp, Clear One, Analog audio systems, 16 & 32 Channel Mixers.

VTC Networking: Bridges, Gateways, Gatekeepers, Firewalls, ATM, Frame Relay, LANs, VLANs, 323 IP Networks, ISDN systems, Enterprise Remote Management tools, (RMS, TMS), Cisco routers, switches, hubs, firewall port settings etc related to IP based VTC, as well as ISDN based Video Conferencing. VTC Networking Protocols: H323, and related

Miscellaneous: Polycom GMS, Polycom MGC Manager, MS Office, Outlook, Visio and PowerPoint, Clarify Ticketing System, MS Project, MS Live Meeting, AMX Netlinx studio for edit and upload of control system files, general PC Upgrade & Maintenance.


Ops Manager/ Large Accounts Liaison/ QC delivery expert

Confidential, Ashland, VA


  • Manage integration team of installers programmers and technicians to install and deliver high end integrated AV/ VTC and Multimedia systems for Business Government, Health care customers including Fortune 500 clients.
  • Creative also offered cross divisional projects that would include not only AV, but Furniture, Flooring architectural products to create true collaborative environments.
  • Delivery manager to Highest profile customers including Markel, VCU, Bon Secours, Confidential
  • Events support specialist for in - house and customer requested events
  • Manage integration and services solutions team of 10 core and 10 extended personnel
  • Quality assurance for integration and event based projects, including project management reporting and risk management
  • Develop global VTC/AV standards & guidelines and materials for integrated solutions to multiple customers
  • Develop relationships with AV Customers, and advise large customer on best practices for implementation and management of AV and VTC systems on enterprise scale.

VTC SME /Operations Manager

Confidential, Richmond, VA


  • Manage new and existing systems, projects, platform strategy and operational support of VTC platform consisting of 20+ global campus or building locations, and 300+ endpoints, both IP - based VTC and AV. Infrastructure consisting of IP Based VTC and AV integrated systems, bridges, gatekeepers, border controllers, directory servers.
  • Manage service and maintenance contract d Confidential for all VTC/AV vendor related services
  • Develop enterprise governance standards for addition of video and AV systems based on utilization metrics and assessment of room utilization based on partnerships with real estate divisions
  • Strategic evaluation of new and industry standard technology
  • Evaluation and implementation research for interoperability of present H323 VTC and High Definition Video Conferencing, Telepresence, Video Conferencing to the Desktop, and centralized remote management tools. (Unified Communications Strategy)
  • Manage onsite and remote extended global solutions team 15 core and 15 extended personnel
  • Create and maintain strategy for past, present and future VTC/AV projects and related infrastructure
  • Draft and approve RFP forms and purchasing requisitions for VTC/AV projects, invoices, contracts and bid documents
  • Develop global VTC/AV standards & guidelines
  • Maintain relationships with AV vendors, manufacturers and industry consultants, and consolidate strategic benchmark information for enterprise consideration and or implementation
  • Develop Global Video Solution Center (VSC) via AMX control software and Polycom GMS, MGC 100 bridge management, Tandberg Gatekeeper management for remote technical operations & system diagnostics

VTC Engineer/Project Manager

Confidential, Richmond, VA


  • Project management, quality assurance and strategic design, for campus based systems and enterprise infrastructure support for transport and remote management
  • Room design coordination and VTC/AV system engineering requirements
  • In depth knowledge of both IT and Architectural best practices and provision of recommendations and standards to both the IT infrastructure and architectural real estate considerations required for optimal implementation of room based technologies.
  • Work with IT network team to migrate to global videoconference standard protocol (QOS)
  • Enhancing implementation of global videoconference scheduling & management system (Migrate from Polycom GMS to hybrid of AMX RMS and Cisco/ Tanderg TMS)
  • Interface with a demanding high profile clientele, manage and facilitate complex video conference and audio - visual requirements, leveraging various IT and Real estate based resources to accommodate the customer scope
  • Work with vendors and consultants on writing operational manuals and system CAD drawings for multimedia system hand off packages and related support files
  • Quality assurance and commissioning of VTC/AV systems and infrastructure before hand off to facilities group
  • Coordinate deliverable s, scope of work and services to meet client contract and contractor needs
  • Utilize industry partners and subcontractors to meet demanding projects, operational tasks, scopes and timelines
  • Provide onsite VTC/AV support
  • Trouble shoot, diagnose and rep Confidential s under 24hr SLA
  • Train onsite and remote staff for all platform positions, operations, project management, and infrastructure engineering
  • Setup, operate and breakdown of event based VTC/AV equipment
  • Manage 5-8 mid 2nd level techs
  • File, regulate and track inventory of equipment onsite and in warehouse
  • Identify operational trends and infrastructure related concerns, and mitigate with related teams or vendors
  • Provide and analyze metrics for utilization and operational patterns

VTC Engineer

Confidential, Richmond, VA


  • Configure technology to support corporate VTC and AV events for
  • Facilitate and install audio and video components (projectors, screens, audio & staging)
  • Set - up AV and video conferencing equipment and assist events team with use and operation
  • Operate mixing console for sound systems Operated video cameras
  • Operated Video Production Switchers, (Grass Valley, Extron)
  • Set-up, operate and breakdown multimedia rooms (AMX and Crestron touch panels, sound systems, video projectors, VTC systems, etc.)
  • Moderate and manage Audio and Video conference calls (Manage MGC 100 VTC bridge)

VTC Operations Engineer

Confidential, Richmond, VA


  • Facilitate and install audio and video components
  • Configure technology to support corporate VTC and AV events for
  • Set-up AV and video conferencing equipment and assist events team with use and operation
  • Operate/maintain VTC satellite systems and electronic classroom
  • Coordinate and assist regional sites and technicians

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