Darryl Galloway

Troubleshoot and Maintain Video Conferencing Network; Client Audio/Video Equipment, routers,firewall,Cisco VCS,TMS,Expressway, AMX control system, Crestron, projectors, Polycom RMX bridge, C-series codecs, Polycom HDX endpoints. Firmware updates and resolve all issues.

• Support of all IP and ISDN conferences including coordination and set up of new installs; configuring endpoints: gatekeeper, firewalls, and routers needed for video conferencing.
• Monitor customer's equipment using Polycom GMS and other support tools.
• Help train new customer's and employee's.
• Received employee recognition awards for customer service from British Telecom.

• Lead, support and train up to 20+ technicians that support over 650 video conferences weekly.
• Received SVB Sprint Monthly awards for outstanding support to customers, which resulted in excellent customer relations.
• Analyze incident reports by other technicians noting trends within system, reported to mgmt to achieve changes within system resulting in better service.
• Primary point of contact for VIP customers such as KPMG, Lockheed Martin.
• Provided 1st and 2nd level escalation support to Video Support Operations Center.

• Supervised a staff of 6 over video conferencing networks consisting of 60 plus sites both satellite and T1 transmissions.
• Providing both reservations and technical assistance.
• Assisted in sales support in aid of obtaining video conferencing contracts.
• Furnished on-site technical support to customers creating good customer relations leading to annual renewal of customer contracts.
• Trained and instructed co-workers in operating equipment procedures and enhancing trouble-shooting abilities, decreasing the need to dispatch technicians by 50%.
• Managed database for 45 private satellite networks.
• Operation of B-Mac encoders and GI encoders for encryption.

• Research and troubleshoot network problems.
• Provided on-line customer technical support.
• Performed on-site installations and system integration works.
• Handled on-site and off-site video codec's troubleshooting.