In my role I offer worldwide live desk support to all JPMC locations. My responsibilities include but are not limited to:• Provide 24/5 support as a part of a global team (New York, London, Hong Kong)• Actively communicate and knowledge share across the entire support team to establish best in class support function• Acting as a single point of contact for all Multimedia issues and questions• Support of the video conferencing and Telepresence infrastructure and VC/TP calls • Lead and support Team members assuring correct procedures and best practices are followed• Ensure effective SLA management across all clients• Global incident and problem management• As part of operational team working on implementing new services and streamlining current processes• Liaise with 3rd party service providers to ensure agreed SLA for services are deliveredWithin the role, I look after onsite Multimedia Technology including:• Webcasting (Adobe connect, Accordent, WebEx)• Broadcasting to outside TV channels via BT Tower• EMEA wide internal TV Broadcasting• Video Editing as needed using Premiere Pro• Remote support for AV enabled rooms and event spaces using web based Crestron technology• Active systems monitoring• Managing TV streams (digital signage, TV feeds and TV control systems)

• Providing front line support to JPM and their clients, leading a team of seven technicians with such systems as;• Telepresence /video conferencing, supporting infrastructure, troubleshooting and managing calls.• Webcasting (Adobe connect, Accordent, WebEx), Broadcasting via • TV distribution.• I also had the great opportunity to upgrade my knowledge to digital systems supporting the MCR facilities and the technologies within such as;• The Extron Fox 4G Matrix 320x• Remote support of the AV throughout the building including AV event spaces using web based Crestron technology as well as remote diagnostics and resolutions for faults using Crestron tool box.• Running and monitoring of Cisco TP bridges and Polycom MGC VC Bridge systems.• Managing and remote monitoring of the Enfocast TV distribution system including digital signage, TV feeds and TV control systems. • Lead and train other technicians with the new technologies.• Utilizing TMS for remote configuration, support and troubleshooting of Cisco Telepresence systems.