In this role, I am responsible for the ongoing service improvement activities within the Global Yorktel Operations lifecycle. Always looking for opportunities to improve the performance of all Operations Services to ensure the right knowledge, experience, skillsets and processes are defined and implemented. All to ensure our customers consistently have a positive experience with Yortktel Operations.Through this, I get to work with an exceptional team of Engineers, Programmers, Project Managers, Field Installation and In-House Production teams. Collectively we identify gaps, refine processes and policies, and roll out either enhancements to existing business systems, or new solutions when needed.Additional tasks include - - Develop and report on Operations metrics performance and identify areas requiring improvement.- Monitor practices and processes to guide the implementation of compliance and improvement strategies.- Utilize available information, metrics, and evaluations to develop recommendations for improvements.- Provide input on internal processes to assist with service improvement initiatives.- Maintain organizational focus on metrics that are tangible.- Manage the balance between driving business value of continual service improvement and diminishing returns.- Support Operations Leaders Developing and maintaining an exceptional on-boarding program in the Operations organization to familiarize new team members on Yorktel’s Vision, Strategy, and responsibilities of their position to perform their job in the best interest of the customer.- Quarterly assessment of each Operations department function against the Performance Matrix of values and behaviors in each functional group and document necessary actions.- Monthly report of department resource utilization assessing volume of work and activity to ensure we maintain a balanced utilization in the key activity areas..... and more!

As the Vice President of Integration for US Operations for Yorktel, I work with an exceptional team of Design Engineers, Control Systems Programmers, Fabrication and Production Technicians, Commissioning Engineers, and Installation Engineers. Together, we develop and deliver world class solutions for corporate communication and collaboration across multiple commercial government, and health care client bases. In this role I:• Develop standards and practices to increase efficiency in all areas.• Creation of documented, repeatable operating procedures to ensure consistency.• Oversee quality control and adherence to established standards throughout the teams.• Serve as a resource within the department for a wide variety of specific skills and experiences surrounding the implementation of video and collaboration systems. • Oversee between 20-35 employees, and responsible for all facets of employee development and growth.• Maintain efficient and effective processes at all levels, across all teams.• Extensive experience with implementing custom solutions, architectural and facility concerns and solutions.• Deep knowledge of integration, room technologies and various vendor offerings.• Handle the direct management of the Design Engineering, Control System Programming, Production, Commissioning and Installation teams, including but not limited to:o Interviewing and the hiring processo Annual performance reviewso Training and certificationo Scheduling (vacation and sick leave including backfill requirements)o Time sheet and work order verificationo Morale and team buildingo Disciplinary action

Manager of a diverse team of Sales Engineers, Design Engineers and Control System Programmers, accountable for the overall leadership of resources in Engineering for the efficient delivery of “integration” services. Tasked with ensuring that the necessary people and skills are available to design, engineer, write and program all the products and services in the York portfolio on a national and selective international basis. • Responsibility and ownership of delivery of the entire user/client experience solution including client usability factors (functionality and user interface)• Extensive experience with implementing custom solutions, architectural and facility concerns and solutions, including knowledge of integration, room technologies and various vendor offerings• Responsibility and ownership entire technical design from the beginning (quote) to end of the engagement (detailed design) with the client; acting as the single face to the client through delivery of a finished product.• Respond with a sense of urgency when receiving customer correspondence that suggests customer satisfaction or retention is in jeopardy. This includes pre and post sales support, field support, or whatever is necessary to maintain satisfied clients.• Development of internal standards and practices for CAD/Drafting, Crestron & AMX programming, Multiple DSP platforms, internal and client facing documentation, internal training. • Create training programs for employees to further develop their skill sets. This has included off-site training, online training, and an annual week long engineering summit for all engineering staff to attend.

Manager of Engineering Services, which includes Application (Design) Engineering, Integration Commissioning Engineering, Control System Programming and Technical Documentation. Oversaw the design and implementation of audio / video systems for corporate, government, educational and other non-residential applications. Includes basic video conferencing suites to multi-site roll-out video conferencing networks, large and small format audio and video reinforcement, and digital signage applications. • Development of drawing standards for use by all engineering staff across the company.• Development of touch panel user templates, simplifying development of graphical user interfaces for clients.• Development of standardized solutions that can be easily repeatable within a clients enterprise and duplicated across clients. This has lead to faster quote, design and build times, easier integration for field staff, and more consistent support from our customer service center.• Created and maintained internal CadBlock database for all equipment and device symbols that appear on all drawings. This has resulted in faster and more accurate signal flow production, as all devices are already created and fully populated.• Frequently using products by manufacturers such as Extron, Crestron, AMX, Tandberg/Cisco, Polycom, Biamp, ClearOne, JBL, Middle Atlantic, Sony, NEC, JVC, Shure and many more.

Long term side-job with a local production company, offering small to mid-size PA rentals for local and touring clients. Responsible for FoH engineering, system design of a flexible, scalable audio reinforcement system ranging from 2 inputs to 48+, covering from tens to 2,000+ audience members. We provide services to local churches, bars/clubs, small theaters and large corporate events including a one-stop house for sound, lighting rentals. Also provide excellent backline rental service including all amps, keyboards, drums and instruments for a variety of national level touring artists. Delivering quality results during high pressure situations where the show must go on all while dealing with a variety of potential issues that may arise.

Design Engineer, developing technical documentation packages for Audio Video systems, including for audio and video conferencing. Focused on large format audio systems, such as arena sound reinforcement and theater sound reproduction. This position carried through the acquisition of Univisions Crimson Group by York Telecom, a large A/V managed services provider based out of New Jersey.• Develop system design drawings including, but not limited to audiovisual system diagrams and schematic drawings; architectural diagrams, drawings and sketches; Design/Build and Bid/Build specifications; and operational capabilities narratives, etc.• Interface with Sales Engineering / Sales team to develop and document a project design package based on client requirements and job site conditions.• Work directly with clients, architects, consultants and Univisions staff throughout the design development and delivery process with the support of the Supervisor.• Offer technical support and guidance thru the duration of the project for other team members, including those in Programming, Fabrication, Field Engineering or Commissioning Engineering.

Development, implementation, coordination, performance and documentation all essential Quality Control (QC) measures and protocols including workmanship inspection and evaluation. This included pre-installation set-up and testing, post-installation calibration and commissioning, technical support for the Technician and Integration Manager; and setting up areas in Production for providing training to field force and production team on various AV equipment capabilities and usage. • Properly and efficiently fabricate, assemble, install, calibrate, test, service and repair audiovisual, video-conference, broadcast, and digital media systems and components. • Be capable of fully understanding design intent and operational objectives, working efficiently and effectively using a variety of engineering drawings, diagrams, and architectural blue prints. This shall include the ability to work effectively using both detailed, comprehensive schematic drawings and simplified diagrams containing limited and general information.• Perform post-fabrication testing, calibration, commissioning and certification of installed and integrated systems. Proficient in the proper use of required test equipment including Sound Pressure Level (SPL) Meter; Real Time Analyzer (RTA); Waveform and Vector Scope; Video Test Generator (VTG); ISDN and Network Analyzer, Oscilloscope; and RF Signal Meter.• Monitor work in the Production Area and offer guidance as to the best way to perform certain tasks such as terminating and dressing cables and loading DSP and control system programming files.• Develop, apply and certify audio DSP platforms from many manufacturers, including but not limited to Biamp, ClearOne, Polycom, BSS, Peavey and more.• Have a core understanding of A/V system functionality from the perspective of the end user; be the clients advocate while the system is being built and tested, to ensure a smooth adaptation of the technology for the end users.

Oversaw daily operation of an active fabrication shop.Responsibilities included:• Ensuring all systems are built according to industry and company standards for quality, safety, and ease of service.• Verifying that all systems are fully tested prior to being delivered to the client site. This included testing all audio DSP, Crestron /AMX control code and touch panels, as well as any other devices included in the system.• Maintain documentation of all systems, including tracking of serial numbers, owners manuals and other accessories to ensure delivery along with close out documents.• Manage all fabrication materials, such as raw wire, pre-terminated cables, connectors, and other accessories, to ensure enough materials were on hand prior to beginning a project.• Collection and communication of all issues with the design and programming teams.• Interface with Project Management with status updates on project builds.• Develop and train on industry and company fabrication standards, including cable termination skills, cable management and efficient equipment rack layouts.• Maintaining a safe and clean work space for a staff of at times up to 8 technicians.

Entry level technician for a mid-sized AV integrator. Started out as a cable pull tech, worked my way up to being an install technician and then a lead install engineer, before I was transferred to an in-house rack fabrication technician. There I continued learning as much as I could about AV, and eventually became a lead fabrication technician.