Nathan Otts
Irving,TX
Summary
Audio/Visual Support Technician with experience at Southwest Airlines, specializing in A/V system maintenance and troubleshooting. Proficient in AWS tools and ServiceNow, enhancing system stability and customer service. Focused on continuous improvement through team training and building, and finding efficient solutions for common issues.
Overview
4
4
years of professional experience
Work History
Audio/Visual Support Technician
Southwest Airlines Company (Contractor)
Dallas, TX
03.2024 - 10.2025
- Administered and maintained campus-wide A/V systems, including projectors and conference rooms, to ensure optimal performance.
- Diagnosed and resolved technical issues across Crestron, Extron, Q-SYS, and Microsoft Teams platforms through effective troubleshooting.
- Provided hands-on support for meetings and events, configuring microphones and training users on Teams Rooms.
- Documented service activities and resolutions in ServiceNow for accurate tracking and knowledge sharing.
- Responded promptly to ServiceNow incidents, delivering effective technical support to faculty and staff.
- Installed, configured, and tested new A/V equipment in renovated spaces while adhering to technical standards.
- Conducted preventative maintenance on over 500 rooms to enhance system reliability and extend equipment lifespan.
- Trained new employees on operating procedures and tool usage within the support environment.
- Collaborated with IT team to implement system updates and enhancements effectively.
Technician, Steaming Services – NHL
Presidio Technology Solutions
09.2021 - 04.2024
- Operate and monitor live audiovisual (AV) streams for the National Hockey League broadcasts, ensuring high-quality delivery.
- Utilize Amazon Web Services (AWS) tools, including Elemental MediaLive, MediaConnect, and Video Routing to distribute live video content.
- Monitoring stream performance platforms, Zixi, ZenMaster, and TAG vs., ensuring signal integrity and compliance.
- Collaborate with remote teams and sports media distributors through phone, instant messaging, video conferencing, and email to coordinate live event coverage.
- Troubleshoot technical issues and provide customer updates to broadcasting partners, utilizing ServiceNow for incident tracking and resolution.
- Collaborated with team members to troubleshoot technical issues effectively.
Education
Bachelor of Science - Computer Science & Engineering
Howard Payne University
Brownwood, TXNorthwestern Oklahoma State
Alva, OKTarrant County College
Fort Worth, TXSkills
- Customer service expertise
- Leadership experience
- CompTIA A certification
- Computer hardware maintenance
- ServiceNow proficiency
- AWS Live Streaming
- AV installation and maintenance
- Crestron and Extron systems
- Competitive sports background
- Avixa CTS (in progress)
- Audio/visual equipment installation
- Stream monitoring skills
- A/V support and administration
Timeline
Audio/Visual Support Technician
Southwest Airlines Company (Contractor)
03.2024 - 10.2025
Technician, Steaming Services – NHL
Presidio Technology Solutions
09.2021 - 04.2024
Bachelor of Science - Computer Science & Engineering
Howard Payne University
Northwestern Oklahoma State
Tarrant County College