JOHN TOLIVER
Chicago,IL
Summary
Audio Visual (AV) Specialist
Expertise includes:
Classroom AV support, desktop Support, Active Directory (AD), Exchange, Windows (XP/7/10/11), Microsoft
Office, Office 365, IT/AV Services Documentation, Classroom Training, Wireless Mobility (Android, iOS),
Telephony Systems most recently Avaya Office 500 v2, RSA Console and Servicenow, Spice Works, Asana,
Remedy and Siebel
HIGHLIGHTED CAREER ACHIEVEMENTS
Experience with Active Directory and MS Exchange and migrating accounts from on-prem to Office 365.
Developed problem resolution documentation based on proven processes and customer responses which
successfully increased customer satisfaction and reduced handle time.
Trained and mentored multiple helpdesk personnel, in the US and India.
Always met or exceeded Service Level Agreements (SLA) productivity targets and customer satisfaction
goals.
Quick learner with strong working knowledge of software, hardware, networking, operating systems, and
security applications.
Overview
19
19
years of professional experience
Work History
AV Specialist
Kellogg School of Business, Insight Global
01.2022 - Current
- Followed all company policies and procedures to deliver quality work.
- Collaborate with PMs and clients per project to configure and run all AV equipment necessary for classes and study group rooms, plus served as on-hand support and point of contact to address potential hardware issues
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Implemented new technologies and provided resources to complete IT/AV projects as needed
- Document equipment/process changes or difficulties for IT and AV staff
- Install, configure and test all new equipment prior to bringing them online to enhance the client experience
- Identify possible obstacles and/or more efficient methodologies to run market research studies, then implement and test the best solution.
IT/AV Consultant
Behaviorally (formerly PRS-IN VIVO)
, Illinois
01.2020 - 01.2022
- Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions to implement all IT and AV equipment necessary for market research studies, plus served as on-hand support and point of contact to address potential hardware, networking or eye tracking issues.
- Implemented new technologies and provided resources to complete IT/AV projects as needed
- Documented equipment/process changes or difficulties for IT and AV staff.
- Installed, configure and test all new equipment prior to bringing them online to enhance the customer experience.
- Identified possible obstacles and/or more efficient methodologies to manage market research studies, then implement and test the best solution.
- Deploy, maintain, and operate the following equipment: TriCaster 410, BlackMagic Design Videohub 20x20 BlackMagic Design Hyperdeck, Shure SCM820, Shure ULX-D, Sennheiser ew 300 G3
- Configure and maintain mobile eye tracking and static eye tracking equipment (SMI and Tobii).
- Produce and provide end user training on applications, services, and office equipment as required, in addition to serving as SME for system and application questions.
IT/AV Specialist
PRS, Vivo, Perception Research Services
Skokie, Illinois
01.2014 - 01.2020
- Collaborated with team and customers to configure and implement all IT and AV equipment necessary for market research studies, served as on- hand support and point of contact
- Documented equipment/process changes or difficulties for IT and AV staff.
- Deploy, maintain, and operate the following equipment: TriCaster 410, BlackMagic Design Videohub 20x20, BlackMagic Design Hyperdeck, Shure SCM820, Sennheiser ew 300 G3.
- Configured and maintained mobile eye tracking and static eye tracking equipment (SMI and Tobii).
- Managed equipment list for four local offices, which included installing, configuring, and maintaining equipment such as switches, printers, wireless access points, and servers
- Coordinated new employee onboarding. Tasks included creating AD and exchange user accounts, assigning user permissions, reimaging/reassigning existing computers with user profiles and necessary software. Additionally, created desk and cellular phone accounts, programmed security key cards, enabled printer access, and set up home offices for remote users.
- Produced and performed end user training on applications, services, and office equipment as required, in addition to serving as SME for system and application questions.
- Managed user accounts on Windows machines, maintained and managed Microsoft Exchange and 2008/2012 servers physical and virtual machines.
- Logged customer or end user difficulties/concerns and contact information in Help Desk System tracking databases.
- Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
Level 1 Help Desk Representative
Advanced Technology Services
Schaumburg, Illinois
01.2011 - 01.2014
- Provided technical and functional support for approximately 18,000 enterprise users.
- Delivered IT Help Desk/call center customer support.
- Tasks included creating service tickets for each call, troubleshooting issues, and escalating problems that could not be resolved by the Help Desk.
- Provided basic-to-intermediate PC software and/or hardware systems support via telephone or email in accordance with service level requirements.
- Generated detailed documentation for hardware, software, or process changes for the IT knowledge base.
- Created user accounts.
- Supplied agent training, coaching, and mentoring for offshore support personnel.
- Facilitated positive relationships with internal and external IT customers, help desk peers, and managers.
Independent Contractor
Independent Contractor
Chicago, Illinois
01.2008 - 01.2012
- Diagnosed and repaired PC related hardware and Software issues.
- Consulted with customers to assess needs and propose optimal solutions.
- Created home and small business networks hosting network devices not limited to, but including Audio/Visual devices, printers and Media Servers.
- Installed and implemented Firewall and Spyware detection software.
- Maintain mobile devices, add/configure and troubleshoot apps for small businesses and clients.
- Provided advice and services based on new or existing hardware, and software, security, networking and budgetary needs for Individual clients and small Businesses.
- Mounted hardware for most convenient access and managed wires for safety and aesthetics.
- Provided documentation and detailed explanation of any hardware, software, network or processes.
Enumerator
United States Census Bureau
Chicago, Illinois
01.2010 - 01.2011
- Collected and verified missing census information, while confirming geographical survey information.
- Assessed quality control levels on selected addresses, determined which samples passed or failed, and maintained records for quality control verification.
- Interviewed residents in assigned areas using US Census guidelines while following a script and strict confidentiality laws while detailing census interview purpose for residents.
- Planned work by reviewing assignment area to determine organization of neighborhoods and locate households for conducting interviews.
- Canvassed over 170 units eliciting resident information using US Census script and accurately recorded census data on forms.
- Complied with or exceeded NRFU (Non-Response Follow UP) accuracy standards while maintaining high production rates.
- Facilitated daily meets with supervisor to review and submit work, as well as receive additional instruction.
Tier 2 Support Specialist, Consultant
Accenture
Chicago, Illinois
01.2006 - 01.2008
- ELearning contracting with MMC, Provided global functional/technical Tier 2 support for 220,000 Accenture enterprise eLearning users spanning the U.S, EMEA and APAC.
- Part of a strategic planning team tasked with successfully increasing team efficiency and overall customer support.
- Single point of contact for customers, internal departments, vendors, and executives of all levels.
- Provided technical and functional support for Accenture Learning eLearning products, end-user assistance, and fulfillment of learning assets using prescribed tools and processes.
- Consistently met or exceeded Support Center Service Level Agreements (SLA) for all supported client projects for two consecutive fiscal years.
- Internal client support of Docent and SumTotal eLearning platform.
- Facilitated agent training, coaching, and mentoring, for domestic offshore support personnel.
Education
A+, Networking+ and MCSE/MCSA -
Microtrain
2010
Art/Design, Automotive
Oakton Community College
2006
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University of Illinois
1995
Skills
- Engineering
- TECHNOLOGY
- Crestron, Panasonic projectors, NEC projectors, TriCaster 410, BlackMagic Design videohub 20x20, BlackMagic
- Design Hyperdeck, Shure SCM820, Shure ULX-D, Sennheiser ew 300 G3, Mobile Eye Tracking and Static Eye
- Tracking equipment (SMI and Tobii), Microsoft OS, VMware, Microsoft 365, Microsoft Office, Autotask
- Sumtotal 7, Docent, Click 2 Learn, Siebel Work Queue Management (WQM) BMC Remedy, Trend Micro
- Norton, Microsoft Security Essential, McAfee, SUPERAntispyware and Malwrebytes
Additional Information
- Facilitated agent training, coaching, and mentoring, for domestic offshore support personnel. Application testing.
Timeline
AV Specialist
Kellogg School of Business, Insight Global
01.2022 - Current
IT/AV Consultant
Behaviorally (formerly PRS-IN VIVO)
01.2020 - 01.2022
IT/AV Specialist
PRS, Vivo, Perception Research Services
01.2014 - 01.2020
Level 1 Help Desk Representative
Advanced Technology Services
01.2011 - 01.2014
Enumerator
United States Census Bureau
01.2010 - 01.2011
Independent Contractor
Independent Contractor
01.2008 - 01.2012
Tier 2 Support Specialist, Consultant
Accenture
01.2006 - 01.2008
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University of Illinois
A+, Networking+ and MCSE/MCSA -
Microtrain
Art/Design, Automotive
Oakton Community College
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