Nicholas Murtaugh
Puyallup,WA
Summary
Professional engineer with 5+ years of experience in the Telecommunications and Audio Visual MSP Space. Strong passion for building and maintaining Creative Solutions, Digital Signage Experiences, and Workplace AV Communication systems while maintaining effective communication.
Overview
7
7
years of professional experience
1
1
Certification
Work History
AV Engineer – Tier II
Continuant, INC
01.2020 - Current
- Installed, configured, and maintained AV systems including audio/video distribution, video conferencing solutions, audio mixers, and control interfaces across corporate conference rooms.
- Performed regular diagnostics and troubleshooting on AV hardware and IP-based devices to ensure optimal performance and minimal downtime.
- Provided on-site and remote support for conference room technologies, ensuring seamless operation during meetings and events.
- Collaborated with IT, Security, and Conferencing teams to integrate AV equipment with enterprise networks, including static IP assignments, VLAN tagging, and firmware updates.
- Managed system upgrades and preventative maintenance schedules for audiovisual assets.
- Trained end-users and staff on AV system usage and best practices, enhancing self-sufficiency and reducing support requests.
Customer Success Manager
Continuant, INC
01.2019 - 01.2020
- Managed a portfolio of 20+ client accounts, driving client retention and growth through strategic service management and relationship building.
- Achieved a 95% client retention rate through the identification of growth opportunities and proactive service improvements.
- Conducted comprehensive client reviews to assess satisfaction and develop tailored strategies for their managed service needs.
- Facilitated successful upselling of ITIL services and new unified communication solutions, significantly increasing account revenues.
- Collaborated with cross-departmental teams to ensure client needs were consistently met, enhancing overall success of managed services.
Skills
- ITIL Service Management
- Incident and Event Management
- AV Conferencing Design
- Service Delivery Management
- Audio/Music and Video Recording & Editing
- AV Troubleshooting
- Presentation and Experience Support
- IP Networking
- Unified Communications
- Audio Post-Production
- Client Support
Certification
- QSYS, LVL 1
- DANTE LVL 1, Second Edition
- CHRISTIE, Laser Projection
- Avixa, Audio Essentials
- Avixa, Servicing AV Solutions
- Crestron, Core Track
- Extron, Audio Principles
- Extron, Connectivity Principles
- Extron, Control Principles
- Extron, Network Principles
- Extron, AV Associate
Timeline
AV Engineer – Tier II
Continuant, INC
01.2020 - Current
Customer Success Manager
Continuant, INC
01.2019 - 01.2020
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