Amy Hern Email & Phone Number

Responsible for providing support for complex technical solutions of digital cinema systems. Operational direction to Service Desk Agents and Analysts. Will receive requests for technical assistance from a variety of sources, including email, phone and in house escalations. Responsible for non standard cases with technical complexity that result from monitoring the activities of console alerts and technical escalations to various engineering groups including field leads. Work closely with various engineering groups to report trends of failures or request product enhancements, development of new troubleshooting and resolution methods. Communicate technical trends with CDS Training and Management. Case management consisting of ensuring cases are created with proper classification, reviewing open cases, inquires to other responsible parties for updates of open cases, owning cases that exist in the respective queue(s). Maintain cases by ensuring they are up to date and constantly being worked to get the issue resolved.

Cypress, Ca

• Remotely troubleshoot Digital Cinema equipment including but not limited to digital projectors, digital cinema screen servers, content storage devices and cinema audio equipment. • Manage and resolve escalations from Tier 1 support, vendors and exhibitors.• Escalation point between Field Technicians and NOC Service Desk.• Investigate trending issues and work with engineering for root cause analysis.• Create and manage case reports and follow up on all cases to be resolved within SLA.• Create and edit troubleshooting documents.• Analyzing remote monitoring alerts received in the NOC Real-Time Management Console.• Responsible for remotely upgrading Digital Theatre Technical Systems.

Cypress, Ca

Manages and processes all aspects of the spare part delivery and returns for Managed Services Department. Process part orders for large scale, high demand, installation and service support of visual systems, primarily for Digital Cinema Theaters. Coordinating with field technician on the delivery requirements and Service Level Agreements. Process all emergency spare part shipments.Creating manual RMA and follow up on defective spare part returns.

Cypress, Ca

Responsible for responding to requests for technical assistance from a variety of sources including phone support, email and web support. Responsible for monitoring and responding to alerts received via the CDS NOC Real-Time Management console. Responsible for providing logistical support such as, part identification, sourcing and shipment. Also assisted the Inventory Team with RMA processing and following up on defective part return and investigating RMA discrepancies. This lead to a full Inventory Coordinator position with the Company.

Cypress, Ca

Responsible for responding to requests for service inquires via telephone or email.Coordinate various activities for CDS Customer Service Engineers remotely from the CDS Network Operations Center.Process emergency part shipments for Critical cases.

Laguna Hills, Ca

In bound call center, assisting customers with home theater product information.Set-up and operation assistance.Provide product warranty information.Troubleshooting A/V receivers, speakers, LCD and DLP projectors.

Cerritos, Ca

Commercial A/V installations and some residential installs. • Installation of but not limited to, plasma and LCD monitors, projectors, in-ceiling speakers, teleconference equipment, matrix switchers and automation control panels. • Terminations of analog cables (RGB 5-BNC, VGA, component video, composite video, S-Video, Coax, XLR, 1/4 audio stereo/mono, RCA audio, 3.5mm audio, DB9, RJ45, RJ11). • Pulling cable and cable management. • Wiring in racks and floor boxes.• Technical service calls for projector lamp and filter replacement. • Technical service calls for light engine lamp replacement of Video Wall systems. • Office and warehouse related tasks.

Balboa Bay Club Newport Beach, Ca

Responsibilities included set up and operation of A/V equipment in a hospitality environment. Ensures that complete customer satisfaction is achieved and is accountable for all inventories before, during and after each event.

Hyatt Regency Newport Beach, Ca & St. Regis Monarch Beach, Ca

Work of, but not limited to, set-up, tear-down and operation of Audio-Visual equipment on 4/5 Star Resorts.Handling day-to-day paperwork of scheduled venues,lead and set examples on shift for a team of technicians. Have conducted conference and show operations, operated lighting for musical concerts and special events. Operations include Fortune 500 conference meetings, large special events and weddings.Internet installation, in-house and out-house phone line installation.

Electronics Technology, Robotics

Philiosophy Logic & Critical Thinking, Religious Studies, General Education

High School Diploma