Jeremy Yong

-Resolve escalated, technically-complex support issues as first point of contact, or after escalation from internal support teams

-Responsible for scope review, overseeing and maintaining AV systems, particularly complex integrated systems such as large conference rooms, training rooms, executive rooms and bespoke or legacy systems.

-Work with on-premise IT technicians, contractors and integrators through troubleshooting and repair procedures

-Responsible for deployment and troubleshooting of Cisco based training/ conference rooms

-Work closely with partner teams including AV hardware deployment, AV Escalation teams and Meeting Experience teams to drive continuous improvement of the customer experience

-Maintaining communication with customers and stakeholders, informing them of incident progress via thorough ticket documentation and the use of Standard Operating Procedures (SOPs)

-Communicating with manufacturers and vendors as needed

-Involved in the design work and commissioning of the new YVR 26 POST building in Downtown Vancouver

-Resolve escalated, technically-complex support issues as first point of contact, or after escalation from technical support team

-Solved 6% of support tickets for the North American region

-Resolve escalated VIP issues, both high-complexity problems and “white-glove” remote assistance with product setup and use

-Extensive knowledge and troubleshooting of Microsoft Teams Rooms, Zoom rooms and Google Meet, as well as consultancy regarding third party meeting platforms

-Work with department leadership and other stakeholders to address bugs, technical issues, compatibility, and other issues that can’t be resolved with standard troubleshooting

-Provide ad hoc feedback about trends and new issues as necessary

-Provide consulting and design advice for Designers regarding integrating Logitech Products into AV design scope

-Provide regular input to help create internal and external technical support content

-Serve as a coach to new Tier 2 and Tier 1 Support team members

-Audiovisual support, maintenance, and installation for an AV integration company servicing corporate, commercial, and government organizations in Metro Vancouver and across Canada

-Responding to audiovisual service requests, performing audiovisual troubleshooting and repairs, generating simple sales quotes for upgrades to existing AV systems, and assisting with new installation projects on an as-needed basis.

-Equipment supported includes Crestron, Extron, and AMX controllers, switchers, button-panels, and touch-panels, Biamp, Q-SYS, Cisco and Polycom teleconferencing units; and a variety of other AV equipment including projectors, TVs, microphones, speakers, amplifiers, cameras, cabling, etc.

-Basic programming and commissioning support for DSPs and Crestron & Extron control systems. Support and integration for webcams and video conferencing apps including Zoom, Microsoft Teams, Skype, etc.

• Audiovisual Support for Clients in the Metro Vancouver area, specializing in the events sector
• Required to oversee the set up of small to large size events for multiple industries with various technical needs.
• Able to listen to customers and provide a solution based on requirements and budget that
  exceeds expectations.
• Practiced in trouble shooting live situations to provide positive results.