Career Summary: * More than 15 years of world-class experience in delivering Information Technology services such as Help Desk support, videoconferencing, Audio-Visual services, Telepresence and various aspects of VTC support. Telecom Analyst II / Unified communications Engineer Lead. United States Citizenship & Immigrations Services (USCIS) / Department of Homeland Security (DHS): SPEDI Contract- INFOZEN-CACI November 2016 - November 2017 * Lead a team providing support for VTC to all USCIS/DHS top government officials in resolving video-conferencing issues and assisting users on any related VTC problems. Perform all required hardware software installation and support for Polycom RMX video teleconferencing Group 500 & HDX series and web-casting for USCIS offices Field Offices and remote sites. As well as use "real Presence Desktop" from remote devices to VTC meeting rooms other desktop users and mobile devices such as Jabber. * Set up and monitor streaming servers for webcasting of VTC meetings and address issues with far sites if needed Develop verify write and modify Standard Order of Procedures (SOP) documents for tickets processing VTC scheduling systems for USCIS/DHS records and engineering use. * Work directly with Field Engineer all over the USCIS offices in the US and abroad for Polycom Real Presence Software install and upgrade. Perform all required hardware software support for Polycom Video-Conferencing streaming media recording teleconferencing Adobe Connect for all USCIS building US field Offices and remote offices. Perform customer support via Email Telephone and Skype for Business and ticketing system for VTC and software related issues. * Perform DMA administration by provisioning and auditing servers for preventive maintenance and routine changes with minimal end user disruption using the guidelines of the change control process. Coordinate operate and monitor high profile VTC meetings to assure quality control and offer remote support for VTC issues and work with customers to verify and evaluate system complaints to remedy problems. * Work independently with a team in a collaboration effort to achieve the mission as a team lead and make sure that the SOP written has been implemented and applied. * Provide recommendations to management on improved equipment reliability and conference quality for infrastructure documentation. Provide daily weekly and monthly reports to management in support of engineering changes. * Developed new secure bridge layout and configuration as well as Standard Order of Procedures (SOP) for VTC scheduling and bridge monitoring. * Deliver monthly utilization reports showing conference usage by location including summary and detailing reports for conferencing systems usage by Authorized User.
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