Jacquelyn Donald

Connected GVS rooms to the bridges by using Cisco Media Manager

Answered request via telephone regarding process for how to conduct calls and how GVS rooms connect to the bridge

Conducted test calls with sites to ensure that communications equipment is working properly

Updated end of shift reports using Microsoft Sharepoint

Communicated with leadership using Microsoft TEAMS

Processed moves, adds, change related actions using the Hewlett Packard Service Manager, Navy Enterprise Tool, and Integrated Solution Framework tools

Troubleshooted and either corrected or escalated for resolution of performance problems involving network connectivity, account disablement issues, VOIP issues, and audio and video issues

Served as a Data Transfer agent and determined service requirements for new personnel and submitted ordering request for new services to the CTR

Coordinated the return of all assigned assets and deactivated or transferred all user accounts upon their departure from the command

Monitored, managed HQWEB and CIMS applications and assisted users in registering for these applications

Diagnosed and troubleshooted end user application problems including analyzing the problem, identifying the appropriate resources, and following up to ensure that the problem has been resolved

Created and submitted detailed tickets in SharePoint for all new, open, and closed tickets for the month, according to each phone call or email received, documenting customer interactions that are accurate, thorough, and timely

Supported applications, password reset, POC change, and task errors in CIMs

Leveraged technical background to guide troubleshooting and incident management for VIP VTC support

Participated in networked and visual information services to include set-ups, adjustments, and operation of A/V equipment for ONR and virtual employees

Developed, maintained, and supported AV/VTC technical infrastructure, hardware, system software, and conference rooms

Supported the scheduling, event initiation, monitoring, installation, maintenance, and support of system software/hardware and providers user support

Configured, maintained, and troubleshooted IP and ISDN based video-teleconferencing equipment and systems that include wireless LAN access, support for teleworkers, Defense Collaboration Services (DCS) as well as public cloud platforms such as Go To Meeting, Webcast, and Microsoft TEAMS

Provided daily maintenance for audio visual equipment to include Cisco VTC Systems, Medialon Show Control, Planar Video Systems, QSYS QSC, digital audio processing systems, video, and UHB extenders, video projections, and Christie projection systems

Used booth recording and taping show control functions using Medialon

Responsible for the tear down and removal of old exhibit materials

Executed facility checklist to ensure 551 systems of the NMUSA commercial network to include interactives, kiosks, screens, monitors, and exhibits are operating properly

Performed bi-annual projector preventative maintenance on all 92 projectors location in exhibit, Army Theatre, and the ELC to include ensuring bulbs and filters are installed correctly and cleaned

·Operated lighting, audio, and video systems advising on repairs when needed

Responsible for safe and consistent operation of all equipment

Responsible for establishing and maintaining connectivity for VTC’s for faculty, staff, and visitors using cloud based streaming platforms such as Cisco Webex and Google Meet

· Conducted arrangements for VTC sessions involving endpoints such as the Cisco SX80 CODEC as well as DoD approved DISA Defense Collaboration Services (DCS) video conferencing platform

· Operated audiovisual systems including AMX routers/switchers/controllers/control panels/video converter boxes and associate computer equipment in classrooms, lecture halls, auditoriums, training rooms, and conference rooms in support of MCU events

· Monitored all A/V booth controls and operations (Lighting, Sound, Music, Microphones, Projectors, PC/Laptop, DVD Players, Stage Set-Up etc.)

· Configured VTC equipment for proper operation and troubleshooted any A/V problems that occur before or during the VTC

· Assist users with coordinating VTC requirements and help setup, initiate, and conduct operational checks for briefings, trainings, and video conferences for MCU staff, faculty, and visitors to MCU

· Operated complex smart board/Mondopad, Planar video walls and monitors in support of events

· Performed maintenance and repairs on equipment as directed by leadership based on severity of the issue

Diagnosed and repaired software problems in a manner that prevents future errors and problems

Operated Windows based computers to assist customers in resolving common Adobe and 3rd party batch layout issues to include format/layout and file type (.txt, .csd) mismatch issues by either resolving or referring to other technical contributors

Troubleshooted 3rd party software issues (Verafin) as it pertained to educating financial institutions about steps to take to ensure software system complies with FinCEN batch layout specification depending on software batch rejection errors received

Assisted with collecting LAN to LAN forms required in order for FinCEN to create Secure Data Transmission Mode (SDTM) accounts for the purpose of getting batch forms sent from institution to FinCEN’s server

Provided Tier 1 and Tier 2 support including troubleshooting functionality issues with the application, basic user training, providing role-based access, Bank Secrecy Act (BSA) compliance help

Aided production companies in the set-up and breakdown of audio, video, projection, computer, and lighting equipment at various hospitality venues

Served as an in-room operator with running of cables, placing lavalier microphones on speakers and podiums, constructing and dismantling of projection screens, building truss, running lighting and power cables, and assisting in the focus of the lighting system

Coordinated with other support groups to resolve issues that go beyond the Tier 1 level including Tier 3 engineers and management personnel

Provided Tier 3 desktop VTC support for desktop connections needing to connect to the Vidyo Portal by troubleshooting account password resets, virtual room disconnections, virtual room enablement issues, virtual room portal account issues, user account access requests, user account E.164 issues, GVS web server/application location tag issues, user account email already exists issues, user account global exemption errors, facilitator add/change requests, user account HUB location issues, duplicate user account issues, etc

Discerned patterns through communication with other tier groups of complex outage, degradation, ‘VTC Connect’ and ‘Join Room’ issues over the desktop client, quarantine, and Error 500 infrastructure incidents including WebLogic, F5 load balancing and other factors for the purpose of requesting meaningful solutions by the GVS Tier III engineering groups

Learned how to install certificates onto CODEC’s in order to establish network connectivity and how to test and register T1/ISDN endpoints to the Polycom MGC 50 bridge needed to create templates for future sessions

·Trained, assisted, and supported service representative team with job functions as needed

Provided remote phone/email support in close communication with Telecommunications Analysts at various federal agencies regarding telecommunications moves, adds, or changes to systems at client site (s) as well as circuit coordination with the local LEC

· Obtained, assembled, tracked, researched, and analyzed highly complex information and telecom order data from a wide variety of telecom databases such as Pipeline Manager, EzStatus, Provisioning Controller (PC) Network Delivery Management Tool, COMS, NETCOM, OrderPro and VDDS

· Communicated with federal customers via phone, screened incoming telephone calls, responded to and escalated inquiries to appropriate staff, distributed correspondence regarding major service order issues, arranged meetings, distributed tasks to team members, faxed documents, reserved meeting rooms, and took notes during conference call meetings

· Led IT data migration projects, set up call centers for the Center for Disease Control (CDC), and led projects associated with high-critical resources needed for the U.S Affordable Care Act

· Opened IT resolution tickets in multiple ticketing systems to resolve IT issues associated with orders

· Assisted in managing the Networx contract with an estimated value of $500,000,000 by meeting project deadlines to ensure that customers continue to request Verizon for service

· Configured router and switches for Managed Services T1, T3, and OCN internet products

· Led, managed, and individually contributed to the completion of complex IT projects for Voice, Toll-Free, International Toll-Free, Calling Card, Video Teleconferencing (VTC), Site Survey, and T1, T3, and OCN circuits for high-end internet products such as Networx Based IPVPN vBNS and Private IP, US Private Line, ISDN/PRI, Managed Services, and Dedicated Internet and Ethernet products

· Created formal training documentation to resolve voice and data service order process issues to identify best practices

· Created weekly reports regarding exceeding Service Level Agreements (SLA) for Networx and FTS Verizon Business Contracts based Pipeline Manager

· Verified the type of Customer Premise Equipment (CPE) and locations of existing CPE before completing CPE moves, adds, changes, and disconnect orders

· Calculated the value of PVC Class of Service Real Time CAR Value for T1, T3, and OCN internet circuit orders and identified cable type information obtained from sales engineers onto service orders to be provisioned

· Expedited the completion of project goals for voice, video, and data services including expedites, escalation requests, billing notification corrections, and customer premise equipment (CPE) swaps to satisfy customer needs

Confirmed the correct services are billed based on the correct USOC and contract CLIN by gathering order information, conducting analysis, researching, and analyzing information from telecommunication databases such as Provisioning Controller (PC), NETCOM, COMS, and other telecom databases