• Manage incident and request tickets to ensure SLA’s are adhered to from remedy and SMEC• Adhere to very strict SLA guidelines for NAB, complete mitigation • Coordinate queue management • Manage customer escalations and complaints• Complete incident reports• Complete 12 Customer reports monthly and weekly ServiceDesk report• Training other staff members on reports• Manage 8 staff members• Manage shifts between 7am – 7pm• Ensure time sheets are completed every Thursday• Ensure loan stock is replenished and suits customer’s needs• Manage events and high profile Videoconferences• Trained CSC on videoconferencing to allow them to manage calls and test calls – TMS/MCU/endpoints/protocols • Coordinated ServiceDesk cross training after merger from iVision to Telstra.• Conduct monthly one on ones• Conduct weekly team meetings / workshops• Managed long term sick leave process• Ensure staff work with other departments and attend training sessions

Customer support Team Leader (Dec 08 – Nov 09)• Organise working schedule for CSC team (UK and Canada)• Run weekly UK trouble tickets, push for resolutions• Set UK team objectives• Configure and manage secure networked servers • Configure and manage secure network video infrastructure • Create operational processes • Train partner company on our service, applications and processes• Train and manage network operations centre in the UKCustomer support Engineer (Oct 07 – Dec 08)• Complete video endpoint activations with customers• Test calls and troubleshooting issues• Launching and monitoring Videoconferences • Monitoring and troubleshooting network• Managing Gatekeepers• Managing Gateways• Support and operate MCU’s - Radvision and Codian • Fault reporting via CRM database• 1 week in Canada HQ for training• Support and maintain telephones – Cisco and Polycom using Broadsoft and Putty. • Support, train users and monitor desktop Videoconferencing platform • Maintain and support all IT / Video and AV equipment within London office Sales support engineer (Nov 06 – Oct 07)• Support Sales team during demonstrations • Discuss network requirements with customers. Producing network diagrams on Visio• Demonstrate the BCS Virtual Presence service• Demonstrate the BCS i-View desktop Videoconferencing service• Demonstrate 3G conferencing• Install software on VC endpoints• Install hardware in our Pop’s (Points of presence)• Admin – post, release payment wires, answer general enquires, scanning and faxing documents to HQ

• Currently working on getting desktop Videoconferencing users connected to Bridged calls via UK and Germany Gatekeepers and gaining external network access to connect home users.• Set-up and maintain Videoconferencing systems onto PathNavigator• Set-up and maintain Videoconferencing systems onto Global Management System• Set-up Videoconferencing systems onto WebCommander. Design WebCommander web front end and train users to schedule own bookings and run own Video and Audioconferences. • Set-up customised IVR messages onto Accord MGC for Audioconferences.• Maintain all projectors on campus. Clean filters, change lamps, order new and replace projectors.• Complete audit of all AV and conferencing equipment on campus.• Assist users when using main conference room and Boardroom.• Connect and monitor all Videoconferences.• Label all cabling in large conference room and Boardroom in preparation to rebuild AV racks and implement new equipment.• Maintain “spare” projectors and loan out when required keeping record of where projector is located.• Produced user guides for Videoconferencing equipment in rooms and contact information guides for all rooms. • Produced user guides for Audio and Videoconferencing users for WebCommander.• Assist with Exterity TV/Sky feed around campus

Support and maintain Cable & Wireless conference rooms and equipment:• Use and maintain Accord Bridge. Run IP test calls daily and check CDR to ensure cards are working correctly.• Videoconference systems (Polycom Viewstations, Picturetel 970’s and Concorde) and Polycom Conference telephones • Connecting and supporting audioconferences and webconferences supplied by a third party• Streaming – Live, Video on demand and replay. Remote access using Dameware.• AMX panels–lights, blinds, Projector and projector outputs, supporting and producing user guides• Setting up and assisting users with handheld and lapel microphones • Room layout – Confirming users specifications and assisting porter to match requirements• Online reservation system – training users, making, canceling and amending bookings. Adding new locations and rooms to system• Remote access using Remcon, VNC and web browser to reboot systems and reconfigure Imux’s • Follow C&W directives to install & commission Video Conferencing end points as of when required in any moves or changes• Set-up and support large AV / VC event - End of year / interim results conference• Off-site events, setup equipment and supporting board members during conferences• Testing AV/VC equipment and network. Raising faults and following through any issues to ensure equipment in working order• End of month report, going through bookings, cancellations, VC’s to produce SLA information• Telephone stats to ensure SLA is met• Complete weekly reports on feedback received and a weekly update report• Appraisals, training and processes completed• Liaising with C&W staff, explaining how the equipment works and to ensure confident in the technology. Go through customer requirements and expectations to ensure smooth meetings• Timesheets• Basic knowledge of Codian Bridge

• Connect and mange videoconferences on Accord and VideoServer Bridges• Taking responsibility for my customer accounts and new customers• Connect and manage larger and complicated conferences• Site testing, fault finding and problem solving • Answer telephone queries, take bookings using reservation system and assist with technical issues• Work along side Sales team completing demonstrations• Travelled to Dallas to train staff on Accord Bridge• Travelled to Amsterdam to assist with a large AV/Videoconference for Philips• Train other members of team on both Video Bridges and conference equipment• Create test levels for team. Arrange and complete training for team• Manage six members of staff, complete appraisals and progress reports. Conduct interviews and disciplinary procedures• Assisted with audio reservations bookings, enquires and connect audio calls, using Compunetix and Spectel Bridges• Completed and enforced the ISO9002 standard within the Video department• Processing departmental customer invoices and dealing with customer complaints• Knowledge on Picturetel Swiftsites, Venues, RSI’s and Polycom Videoconferencing units.