Mark Joseph Samson Email & Phone Number

As the Video Conference Solution Prime at TELUS Canada, I lead the optimization of video conferencing rooms to ensure smooth user experiences. I handle support, administrative tasks, and project management in this area. I'm skilled with cutting-edge hardware like Google Meet's Poly X Studios, Asus CN65, Logitech Meetup, Logitech Rally Plus, Lenovo Series One, and Avocor Desk 27/Board 65. I also administer Webex Control Hub and Google Meet Hardware, managing licensing, troubleshooting, and… Show more As the Video Conference Solution Prime at TELUS Canada, I lead the optimization of video conferencing rooms to ensure smooth user experiences. I handle support, administrative tasks, and project management in this area. I'm skilled with cutting-edge hardware like Google Meet's Poly X Studios, Asus CN65, Logitech Meetup, Logitech Rally Plus, Lenovo Series One, and Avocor Desk 27/Board 65. I also administer Webex Control Hub and Google Meet Hardware, managing licensing, troubleshooting, and equipment deployment across TELUS Canada. I possess a foundational understanding of Crestron, Tesira Forte/Biamp, and QSC systems. I maintain the Video Mesh Node Server On-Prem for Webex Cisco Video Conference System.I provide remote assistance to customers and internal users using Zoom, Google Meet, and Webex, swiftly analyzing and resolving issues. I use tools like Solarwinds Orion to monitor Telepresence Endpoint and Server conductors for optimal performance. I collaborate with CISCO TAC, Webex Support, and Google Workspace Support to troubleshoot complex issues.My toolkit includes G-suite and Office 365 tools, with a grasp of Google App Script/Javascript. I lead some major production projects for video conferencing. I manage 300+ video conferencing systems day-to-day, handling provisioning, decommissioning, and offering support for high-stakes events like Board of Directors meetings.I collaborate closely with partners like Logitech, Poly, ASUS, Avocor, Lenovo, Cisco TAC, and Google Workspace to resolve RMAs and issues efficiently. I also coordinate with service technicians across provinces including Catech, Coastal, Pureimage, and Ei3, ensuring smooth support for video conferencing infrastructure. Show less

In my former role, I adeptly managed tickets by troubleshooting issues and escalating them based on priority and service impact to ensure optimal customer satisfaction. I handled tickets through SNOW ticketing systems, proficiently managing incident and change tickets. Additionally, I held responsibilities in MACD changes for both enterprise clients and internal operations at Teletech. My expertise encompassed Cisco desk phones, soft phones, TP, and other Cisco system products, particularly in… Show more In my former role, I adeptly managed tickets by troubleshooting issues and escalating them based on priority and service impact to ensure optimal customer satisfaction. I handled tickets through SNOW ticketing systems, proficiently managing incident and change tickets. Additionally, I held responsibilities in MACD changes for both enterprise clients and internal operations at Teletech. My expertise encompassed Cisco desk phones, soft phones, TP, and other Cisco system products, particularly in voice and video technologies. Notably, I skillfully provisioned Cisco phones and video conference systems such as hard phones, and Soft Phones/Jabber phones, ensuring seamless operation on Cisco Unified Communications Manager (CUCM). My specialization in CISCO technologies extended to CUCM/Cisco Call Manager and Unity, where I created user profiles on Humanify IC Portal and Active Directory, configuring voicemail profiles on Cisco Unity Connection. Furthermore, I built profiles for agent users in Verint Workforce Optimization and Calabrio for recording setups. I provided technical support and troubleshooting for Cisco phones, addressing hardware issues on customer end devices like hard phones, Jabber phones, and Cisco IP Communicator. My proficiency included call tracing in CUCM, such as CDR, and I actively participated in Root Cause Analysis with incident teams and clients to resolve issues efficiently. Additionally, I undertook diverse tasks for various clients/accounts, including Kaiser Permanente, CVS Pharmacy, Citizens Bank, Thomson Reuters, and Change Healthcare, with a significant focus on McKesson as part of a dedicated team. Show less

Philippines

I bring extensive experience as a former IT support, adept in navigating laptop specifications, as well as configuring hardware and software to meet diverse needs.

Philippines