• Supports the Health Resources and Services Administration Office of Information Technology mission to enhance organizational effectiveness by linking all coordinating offices and HRSA remote sites with each other, and with various other federal agencies and public health partners through the development of high quality and reliable audio, web, and video conferencing services as well as local in-room conference audio visual support.

Consulting on an enterprise wide implementation of Cisco WebEx and Jabber applications to replace Microsoft Office Communicator. Testing and configuring software versions to gain end user perspective of day to day application usage. Write standard operation procedures (SOPs) and reference guides for each software version. Train technical and non-technical staff on software to include any feature additions, modifications or deletions between software versions. Provide technical support to other departments on video related matters.

Primary Duties: VTC Technical Support EngineerConfigured, installed, monitored, upgraded, troubleshot, and repaired the entire video infrastructure for FAMS. VTC Administrator for both TSA and FAMS video networks and primary point of contact for all video conference requests. Manual set up and tear down of calls to include monitoring the duration of multiple conferences. Testing with far end technical staff (non-FAMS) to ensure network and device compatibility, which requires the knowledge of industry equipment and connection workarounds to make remote site connections possible. Onsite and in meeting – hands on technical assistance for local FAMS field offices. Tracked video setup requests, as well as, responded to equipment issues via email, telephone, and/or Footprints (ticketing system), providing timely updates through ticket closure including the issue summary with root cause analysis (issue reported, troubleshooting and fix action(s), and reason for outage or root cause). Training of FAMS staff (government and contractors). Managed, troubleshot, and repaired the video portion of the network from room jack to the switch and router to the dmarc.Technical point of contact for new video equipment purchases and interoperability for FAMS to include participation in inter/intra agency conferences that affects the FAMS video network. Secondary Duties: Desktop Phone Support Performed moves, adds, changes, resets, and deletions to end user accounts in both the voicemail system and PBX. Troubleshot and repaired local and remote telephone issues such as no dial tone, display issues, unable to make or receive calls or access voicemail, engaging the local carriers and vendors if needed. Provided end user training (government employees and contractors). Performed onsite site – in person troubleshooting, replacement or repair of desktop phones. Local and remote monitoring of the voice portion of the FETS network.

My primary duty on this six week assignment was to clean up the backlog of internal Booz Allen Hamilton VTC configuration and project requests. For example (project request): Creating a “concierge” type service for BAH’s Conferencing Center using a TANDBERG legacy device called Entrypoint and making it work with the newer TANDBERG endpoint, the E-20. I then provided an additional option, using the FindMe feature that I configured on the Video Communication Server (VCS). Another example (configuration request): For the VTC Team’s Manager, I used configuration templates in TMS to update parameters on the codecs and endpoints (legacy codecs, MXPs, E-20s, C-series, and EX90) so that the installation and upgrade to VCSs running version x5.1.1 would work properly with FindMe and Movi. Additionally, I was tasked with creating and editing documentation for the use of the VTC Team, as well as, creating “How Tos” and “Cheat Sheets” for the internal clients. As an internal resource, I answered telephone, VTC, email and IM inquiries from the VTC Team members, BAH Helpdesk personnel, Executive Assistants, and internal employees to include directors and the CIO. Such questions included the basic remote usage; how to change the conference layout; video quality issues and the inability to make or receive video calls. I configured new video endpoints before they were delivered to internal personnel, as well as updated the TANDBERG Management Suite (TMS). Daily tasks also included backing up the VTC Scheduler to make sure that all scheduled and ad-hoc meetings were running with no issues, as well as test with the site contacts to make sure that all codecs and endpoints were operational. For codecs and endpoints in conference rooms on the local BAH campus, I would physically go to that room and test connectivity and lighting. Further, I trained the Scheduler and team member on additional TMS features and resolved issues escalated by the Scheduler and other team members.

Provided level 2 support to both internal and external clients, as well as to TANDBERG partners/resellers and distributors. Responded to customer trouble reports escalated from our Level 1 Customer Support Team via Remedy, TANDBERG Ticketing System (TTS), email, Microsoft Office Communicator (MOC/OCS), direct telephone transfers, or via video. Provided remote diagnostics, if possible utilizing See&Share, WebEx, or other online meeting applications, and took corrective action as defined by the client’s Service/Maintenance Agreement. Troubleshot a diverse range of hardware and software issues using the lab within the GST (Global Support Team/TAC). Such issues included, but were not limited to, unable to complete a call to an endpoint; video quality issues; and hardware and software compatibility. Identified and tracked repeat hardware and software problems that may require design changes and reported such to the Product Services Team or R&D. Worked with the Product Support Team and R&D to verify if the root cause analysis of an issue supports hardware RMAs or if the fix action is a software bug. If a RMA is needed, I gathered the needed shipping and contact information from the client, documented the Remedy and TTS ticket with the appropriate serial number(s), part number(s), issue summary, and assigned the tickets to the proper team. Utilized the GST lab to test if a reported hardware or software fault is actually a feature not currently provided. If so, I document my findings and processed a Feature Request ticket, via TTS for review by management and R&D. Provided technical training to Level 1 Support Representatives when needed, as well as to partners, end users, prospective clients, and new hires to the GST. Training provided included how to install, configure, upgrade and/or downgrade software to the VCS, TMS, TANDBERG endpoints, Codian MCUs and gateways, as well as the TANDBERG MPS.