Christopher Booth Email & Phone Number

Shawnee, Ks, Us

• Spearheaded the implementation of Cloud Solutions for voice within the AVI-SPL Global Communications Team• Specialized in integrating Microsoft Teams Voice, Zoom Voice and other products to facilitate seamless transitions between existing phone systems and Cloud for Hybrid Solutions• Played a pivotal role in optimizing communication infrastructure by leveraging cutting-edge technology and solutions

Shawnee Mission, Ks, Us

• Acted as the Pre-Sales Technical Expert and Collaboration Engineer, supporting Account Managers and AV Design Engineers in qualifying and securing sales opportunities• Listened attentively to customer challenges and requirements to devise effective solutions, delivering Sales Presentations, Proof of Concepts, Demos, quotes and scopes of work for Unified Communication Solutions• Provided technical expertise on Cloud SaaS offerings such as Zoom and Microsoft Teams, offering guidance on certified endpoints and compatible devices from providers like Poly, Cisco, Neat and YeaLink• Led technical solution-oriented discussions with sales teams and customers, facilitating product and solution evaluation to align with the customers' unified communication strategy• Presented client-facing presentations to Management, Directors and C-level audiences to articulate the benefits of proposed solutions• Evaluated new vendor products for viability and relevance to the client base, ensuring alignment with customer needs• Provided support to 50+ geographically dispersed sales team members across the United States

• Oversaw day-to-day operations and a team of 10 Technical Support Engineers across Tier 1 to Tier 3 support levels• Scheduled VNOC Team shifts to ensure coverage for all service offerings, including managing "On Call" agents for overflow situations and serving as the final failover point for escalated calls• Conducted hiring processes for new VNOC Technicians and provided training on new products and processes for existing team members and new hires• Managed VNOC Support Caseloads and monitored time to resolution to meet SLAs, collaborating with technicians to close cases or escalate • Escalated support cases as necessary to expedite resolution and ensure SLAs were met, serving as an escalation point for the team• Collaborated with the Sales Team or Account Managers to address customer concerns stemming from support cases• Provided individualized support to Video Support Technicians, ensuring they were equipped with necessary resources and training to handle calls while upholding professionalism and expertise in diverse product environments

Shawnee Mission, Ks, Us

• Led SKC's Managed Services turnaround initiative and implemented strategic measures to rebuild customer confidence and enhance service quality, resulting in the restoration of customer trust within a four-month period• Collaborated with internal teams to identify/address underlying issues, ensuring a seamless and reliable service experience• Oversaw service delivery and provided technical support for voice and video networks across multiple companies spanning 13+ countries• Supported various systems including Polycom, Cisco, Avaya, Nortel and others to ensure optimal network performance• Generated custom monthly call detail reports and conducted analysis for each customer to identify trends, potential issues and areas for improvement• Conducted monthly meetings with customers to review reports, discuss open and closed tickets, necessary upgrades and overall network health, highlighting the benefits of SKC's Managed Service offering

Shawnee Mission, Ks, Us

• Supported 50+ Account Managers nationwide as the technical expert on SKC's video products and competitor offerings• Participated in customer meetings to understand requirements and challenges, providing education on suitable product solutions• Conducted product demos, presentations and proof of concepts to demonstrate solution capabilities• Prepared quotes and scopes of work during the sales process based on identified solutions and customer needs• Led technical discussions with sales teams and customers to evaluate products and solutions for unified communication strategies• Delivered client-facing presentations to Management, Directors and C-level audiences• Designed and delivered equipment quotes and scopes of work for complex unified communication solutions• Evaluated new vendor products for viability and relevance to the client base

Shawnee Mission, Ks, Us

• Provided technical support to SKC Video customers within a phone queue environment, addressing diverse issues related to video conferencing products• Demonstrated proficiency in troubleshooting and resolving complex network infrastructure issues as a Tier II Engineer• Conducted network infrastructure installations and provided on-site support for customers, involving frequent travel to customer locations for approximately two years• Supported a wide variety of video conferencing issues, including room and network-based products, ensuring high levels of customer satisfaction• Conducted troubleshooting focusing on best practices for network components such as Active Directory, Firewall/Router and bandwidth usage• Delivered new and upgraded solutions to customers through on-site installation of room systems and network appliances• Covered call queue shifts, documented customer interactions in Salesforce, and managed case load to meet SLAs• Requested escalation for cases as needed and ensured timely closure of cases to meet customer SLAs

Business Administration & Management, Business Administration

Business Administration & Management, Business Administration And Management, General