Sumaiyah Yates Email & Phone Number

Washington, Dc, Us

As the Audio-Visual Coordinator at Finnegan, I am responsible for the technology in the firm’s 44 conference rooms throughout the DC Office. This includes A/V and VTC equipment and technologies, including Cisco, Crestron, Extron, TMS, Acano Manager and Fusion. I also assist regional office IT staff with A/V and VTC needs in the firm’s 10 offices in the U.S. and overseas. My duties include management and maintenance of the A/V and VTC infrastructure, equipment in the conference rooms, and the software which manages and administrates these systems. I also train and supervise the firm’s System Support Specialists as it pertains to A/V and VTC. Project Management:• Managed major software upgrade and rollout of EMS across the enterprise, which involved meeting with the Client Applications Developer and Application Development Manager and mapping out the process to be used, culminating in assisting with implementing and training the end user population and other IT staff.• Managed the implementation of new equipment and technologies throughout the DC Office during the firm’s 18+ month major office renovation.• Met with vendors and did spot checks of the new conference room buildouts to ensure all tasks were on schedule and the technology was functioning as expected.• Managed the re-opening of our Conference Center (16 conference rooms). • Managed the infrastructure upgrades necessary to bring the new Conference Center rooms online.• Authored the firm’s 15-page Guide to Audio Visual Services at Finnegan, which is part of the HR new employee orientation materials and orientation session. This makes it possible for new employees to be aware of the A/V and VTC capabilities at the Firm as well as offering them guidance and instruction on using the technology in the rooms.• Created, manage, and maintain the A/V Knowledgebase Wiki which makes it possible for anyone to step in and take care of the more routine processes for A/V and video conferencing.

Washington, Dc, Us

As a Senior Systems Support Specialist, I was responsible for the maintenance and support of the firm’s desktop computer equipment and software. This included the Windows OS and desktop applications specific to the legal field such as iManage, Carpe Diem, and Elite. I was charged with developing and facilitating procedures and processes to ensure the smooth operation and use of the firm’s conference rooms in the DC Office. The following is an overview of my duties:• Mentoring of Systems Support Specialists.• Manage small to medium technology projects for key firm wide initiatives.• Provide direction to staff regarding assigned tasks and projects, with focus on conference room equipment setups, A/V, and VTC.• Develop standard operating procedures to increase the efficiency of setups in conference rooms.• Ensure conference room technology issues and requests are addressed in a timely manner, utilizing the Helpdesk as my backup.• Properly manage expectations regarding technology services and technology issues.• Make hardware and software recommendations based on end users’ needs and use of A/V and VTC technologies.• Identify opportunities to improve business processes through the use of A/V and VTC technology.

Washington, Dc, Us

As a Systems Support Specialist for Finnegan, I was responsible for supporting the day-to-day technical support needs of the end users in the DC Office. This included desktop support, A/V support in conference rooms, and video conference backup to the Video Conferencing Supervisor. I was responsible for answering the Helpdesk phones and providing first call resolution, timely resolutions to support requests which were not resolved at first call, and maintaining exceptional customer service. The following is an overview of my duties:• Support of the firm’s end users in their use of firm standard software e.g., iManage, Carpe Diem, EMS, Webex, the Windows OS, and Adobe Acrobat. • Provide first call resolution to end users.• Create support tickets in IQTrack and forward them to the Helpdesk Supervisor for assignment.• Setup equipment and assist users in conference rooms. • Created and maintained the Helpdesk Knowledgebase to track solutions to recurring issues in order to facilitate swift call resolution.• Fostered information sharing among Helpdesk team members to ensure all team members were cross trained on the applications and equipment we supported.