Summary
Overview
Work History
Education
Skills
Hobbies
Timeline
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Ian Ehrenfried

Santa Cruz,CA

Summary

Detail-oriented professional with extensive experience in technical fields, including IT and AV, as well as customer service. Troubleshoots technical, complex issues with ease and patience. Seeking position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

11
11
years of professional experience

Work History

Freelance AV Technician

Self-employed
01.2021 - Current
  • Installation and tear down of sound systems for events.
  • Tear down and relocation of permanent audio installation for venues.
  • Sound Board Operation.
  • Recording/Mixing services for private clients.
  • Achieved successful live streaming of events with proficient management of video encoding software and hardware setups.

Technical Support Representative

Cruzio Internet
08.2022 - 08.2023
  • Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues. Implemented feedback from customers to improve overall quality of support services provided by the team.
  • Assisted in streamlining internal processes, reducing call wait times and increasing overall efficiency. Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
  • Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
  • Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience. Collaborated with cross-functional teams to identify recurring issues, developing proactive solutions to minimize future occurrences.
  • Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism. Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
  • Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
  • Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.
  • Managed high levels of call flow and responded to technical support needs.
  • Used ticketing systems to manage and process support actions and requests.
  • Researched product and issue resolution tactics to address customer concerns.
  • Identified potential sales and cross-selling opportunities and informed supervisor.
  • Promoted efficiency among departments with prompt resolution of system issues.
  • Diagnosed and troubleshot hardware, software and network issues. Configured and maintained computer systems and network connections.
  • Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
  • Monitored system performance to identify potential issues. Collaborated with vendors to resolve problems (AT&T, Sonic).
  • ·Efficiently troubleshot fiber-optic connections resulting in quicker restoration of services following outages.
  • Generated reports to track performance and analyze trends.
  • Conducted thorough research on reported issues, identifying root causes and implementing effective fixes to prevent future problems.
  • Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.

IT Helpdesk and AV/Telecommunications Technician

Ravenswood Family Health Center
03.2020 - 07.2020


  • Provided exceptional customer service, anticipating and fulfilling employees' needs regarding audiovisual requirements for their events.
  • Managed inventory levels of critical components, minimizing delays due to parts shortages or shipping issues.
  • Configuring telecommunications systems, enhancing overall efficiency and productivity. Enhanced employee satisfaction by providing timely technical support for telecommunications services.
  • Performed routine system tests to identify potential problems before they escalate into larger issues affecting employees' experiences.
  • Diagnosed and resolved issues for implementation, add-on, maintenance and support of voice, data, and VoIP
  • Installed and configured new devices and system components. Coordinated installation of new users and relocations of existing users.
  • Collaborated with other technicians to troubleshoot and resolve technical issues. Provided training to employees to enhance use and understanding of hardware and software related issues.
  • Installed wiring, cabling and networking hardware on company campus.
  • Performed preventive maintenance of telecommunications equipment.

Audio Visual Technician

Associated Students SFSU
02.2019 - 12.2019
  • Trained junior technicians on proper setup, operation, and maintenance of audiovisual systems, improving overall team efficiency.
  • Operated computer-based presentation software during meetings or conferences, guaranteeing smooth content delivery. Supported live events with well-controlled lights, sound and video streaming.
  • Calibrated projectors for optimal image quality at various venues according to screen size and lighting conditions.
  • Participated in pre-event walkthrough with clients to discuss their specific needs and expectations from the AV setup. Collaborated with event planners to determine appropriate audiovisual solutions, resulting in successful events.
  • Ensured safety compliance during installation and operation of audiovisual equipment, minimizing risk to staff and attendees.
  • Optimized sound quality by conducting thorough sound checks prior to each event start time.
  • Coordinated with team members to efficiently load-in/load-out equipment at event locations, reducing setup times.
  • Contributed to increased client satisfaction by providing timely support during live events as an on-site technician.
  • Effectively managing equipment rentals and maintaining relationships with suppliers.
  • Actively communicated with other departments such as catering or room setup teams in order to coordinate event logistics seamlessly.
  • Managed inventory of audiovisual equipment, maintaining optimal functionality and availability for clients. Maintained detailed records of equipment maintenance, repairs and replacements, ensuring a well-organized inventory system.
  • Programmed and operated audio-visual equipment to support seamless live events. Set up projectors, laptops and microphones for live presentations.
  • Trained event staff on proper use of audio and visual equipment.
  • Monitored and adjusted sound and lighting levels to optimize live event performance.
  • Diagnosed and resolved problems with AV equipment and media management systems.
  • Performed service and system maintenance as directed. Provided technical support to event staff and presenters, reducing technical issues and delays.
  • Oversaw reservation and distribution of AV equipment and facilities for on-site presentations.
  • Controlled video input for live conferences or performances and pre-recorded productions.


Assistant Coordinator - Talent Management (Intern)

Liaison Artists
09.2018 - 12.2018
  • Supported high-profile clients through careful handling of sensitive information while maintaining utmost confidentiality at all times.
  • Streamlined talent booking process for improved efficiency, implementing detailed record-keeping systems and coordinating with various departments.
  • Assisted in the preparation of financial documentation such as invoices and expense reports, ensuring timely payments for both clients and agency.
  • Enhanced talent exposure by creating compelling promotional materials such as headshots, resumes, and demo reels for marketing purposes.
  • Utilized social media platforms effectively to promote agency talent and increase visibility within the industry.
  • Coordinated travel arrangements for clients to ensure smooth logistics from start to finish.
  • Conducted thorough research on industry trends and market demands, effectively matching clients to suitable projects and opportunities.
  • Maintained a comprehensive database of client contact information, project history, and contract details for easy access during daily operations.
  • Organized and attended industry events for talent and client promotion.
  • Managed and filed contracts, invoices and other documents associated with talent.
  • Created reports to assist with development of marketing plans to promote clients and increase visibility.
  • Researched and identified potential opportunities for clients, helping clients advance in industry.

Cashier and Shipping/Receiving

The Lobby Shop - SFSU
08.2014 - 09.2018
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
  • Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
  • Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers. Enhanced customer satisfaction by providing efficient and accurate cash transactions.
  • Managed inventory levels effectively, reducing stock shortages and minimizing wastage.
  • Managed store inventory and communicated with vendors to order inventory, as needed.
  • Mentored new employees on cashier duties and best practices, improving overall staff performance.
  • Adapted quickly to new technologies implemented at POS systems, ensuring seamless transition periods for both staff and customers.
  • Resolved customer complaints professionally, leading to improved customer relations and loyalty.
  • Ensured compliance with company policies and procedures while processing transactions efficiently.
  • Provided backup support for other departments when needed, showcasing versatility within the retail environment.
  • Worked closely with shift manager to solve problems and handle customer concerns.
  • Worked flexible schedule and extra shifts to meet business needs.
  • Greeted customers entering store and responded promptly to customer needs.
  • Assisted customers with returns, refunds and resolving transaction issues.
  • Handled cash with high accuracy and took care to check bills for fraud.
  • Learned duties for various positions and provided backup at key times.


Tutor/Academic Assistant

Disability Programs And Resource Center, SF State
01.2018 - 05.2018
  • Provided one-on-one tutoring sessions, tailoring instruction to meet the specific needs of a disabled student, while promoting independent learning skills.
  • Assisted student in a classroom environment to ensure sustained learning and progress in an adaptive environment tailored for their disability. Collaborated with student to complete homework assignments, identify lagging skills, and correct weaknesses.
  • Provided constructive feedback on assignments, helping the student improve their knowledge of Pro Tools digital audio workstation software
  • Established positive relationships with the student, teacher, and student's advocate from the DPRC; fostering open communication regarding academic progress and goals.
  • Collaborated with fellow tutors to develop effective strategies for addressing the student's needs and abilities.
  • Increased student comprehension by utilizing personalized teaching methods and adapting to individual learning styles.
  • Conducted evaluations of curriculum materials, making recommendations for updates or revisions as needed to best suit the student
  • Maintained detailed records of student progress, using data to inform future instruction and target areas for improvement.
  • Used personalized learning plans to guide student to deeper understanding of course material and learning styles.
  • Leveraged technology and audio aids to engage student and enhance learning.
  • Monitored student progress and provided feedback and support. Motivated student with accurate feedback and positive reinforcement.
  • Assessed student learning needs and provided relevant instruction to close knowledge gaps.

Shipping and Receiving Clerk/Driver

Precision Measurements Inc
06.2013 - 12.2014
  • Maintained accurate delivery records, ensuring all packages were accounted for and delivered to the correct recipients.
  • Collaborated effectively with dispatchers, ensuring efficient communication for route planning and adjustments.
  • Improved customer satisfaction by maintaining punctuality and adhering to strict delivery schedules.
  • Boosted company reputation through excellent driving record free from accidents or violations.
  • Handled fragile materials carefully, resulting in minimal damage claims from customers during transit period.
  • Assisted in warehouse operations when needed, contributing to overall team efficiency and productivity goals attainment.
  • Increased productivity by assisting in loading/unloading vehicles when necessary, expediting the delivery process.
  • Reviewed order data to verify transactions and shipping dates.
  • Handled high-volume paperwork and collaborated with administrators to resolve invoicing and shipping problems.
  • Archived invoices and order forms for goods received and shipped for proof of transactions.
  • Compared shipping orders and invoices against contents received to verify accuracy.
  • Processed required paperwork for handling of shipped and received goods.

Education

Bachelor of Arts - Broadcast And Electronic Communication Arts

San Francisco State University
San Francisco, CA
12.2019

High School Diploma -

Saint Francis High School
Mountain View, CA
05.2013

Skills

  • Helpdesk, Technical Support and Troubleshooting
  • Network diagnostics and LAN/WAN Support
  • User credential management
  • Ticket support system management
  • Microsoft Operating Systems and other related applications
  • AV Setup and Troubleshooting
  • Event Production, Live streaming and Virtual Events
  • Audio post-production and Sound Board Operation
  • Customer Service and User Support
  • Excellent Communication and Attention to Detail
  • Self Motivation and Problem-solving abilities
  • Excellent work ethic and analytical skills

Hobbies

Playing Guitar

Music Production & Recording

Record Collecting & DJing

Disc Golf

Skateboarding

Learning New Technical Skills





Timeline

Technical Support Representative

Cruzio Internet
08.2022 - 08.2023

Freelance AV Technician

Self-employed
01.2021 - Current

IT Helpdesk and AV/Telecommunications Technician

Ravenswood Family Health Center
03.2020 - 07.2020

Audio Visual Technician

Associated Students SFSU
02.2019 - 12.2019

Assistant Coordinator - Talent Management (Intern)

Liaison Artists
09.2018 - 12.2018

Tutor/Academic Assistant

Disability Programs And Resource Center, SF State
01.2018 - 05.2018

Cashier and Shipping/Receiving

The Lobby Shop - SFSU
08.2014 - 09.2018

Shipping and Receiving Clerk/Driver

Precision Measurements Inc
06.2013 - 12.2014

Bachelor of Arts - Broadcast And Electronic Communication Arts

San Francisco State University

High School Diploma -

Saint Francis High School

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Ian Ehrenfried