Randall Booker
Brooklyn,N.Y.
Overview
3
3
years of professional experience
Work History
On-site Technician
The Walt Disney Company
New York, New York
03.2024 - Current
- Provide Audio Visual room and remote resolution support liaising with York Tel VNOC and management to ensure smooth delivery of the Managed Videoconferencing Services.
- Act as a liaison between customer and entire York Tel service delivery team.
- Measure customer satisfaction, identifying areas of service improvement, delivering solutions, and implementing long term improvement plans across the customers’ on-site support team.
- Resolve customer issues and or escalate any issues to management that are above the capabilities of the position or may be potentially sensitive.
- Responsible for overall team coordination of coverage for providing excellent support.
- Communicate with end users to assist with diagnosing and resolving issues.
- Respond with a sense of urgency when receiving customer correspondence.
- Assist in the set up and support of high level, multi room events.
- Escalate any technical issues found in the rooms and conduct break/fix.
- Assist in the preventative maintenance checks.
- Provide basic training of equipment to client personnel.
- Participate in root-cause analysis of technical issues to assist with the resolution of trouble tickets.
- Update and recommend processes and procedure changes to better assist customers and resolve issues in an accurate and timely manner.
- Assist with testing, new implementations, new products, Managed Services Certification, onboarding, and maintenance requirements and requests.
- Evaluate hardware, monitoring systems and tools.
- Accurately gather and manage data is central repository tools.
- Other duties as assigned.
- Technical Responsibilities:
- Working knowledge of videoconferencing standards.
- Ability to troubleshooting of AV Conferencing systems.
- Apple (MAC) and PC (Windows) troubleshooting and understanding.
- Experience with VOIP.
- Working experience with major videoconferencing equipment such as: Teams, WebEx, Zoom etc.
- Codec’s Cisco, Poly.
- MCU and control systems from Cisco, Poly, Crestron.
- ISDN Network Infrastructure and Implementation (BRI and T1.
Desktop Support Technician
163 Improvement Council
Bronx, New York
11.2022 - 02.2024
- Provided technical support in person and remotely via Team Viewer and/or Zoho to CEO, CFO, Chief of Staff, as well as employees in HQ of over 200 end users.
- Provided maintenance, upgrades, and troubleshot issues on Windows 10,11 platforms and Mac OS (when necessary) such as Sierra, High Sierra, and Mojave.
- Built and deployed new PC or Mac workstations for newly hired users as well as provided loaner laptops when necessary.
- Worked on multiple projects disconnecting and moving 20-30 user stations and equipment from location to location.
- Documented, resolved, and closed over 40 tickets per week.
- Provided troubleshooting and maintenance support for Outlook, Office 365, and MS Teams.
- Provided Active Directory account support by resetting passwords and creating computers names.
- Assisted in setup of Cisco VoIP Phones prior to deployment.
- Assisted in Audio Visual support by setting up Skype for Business, TeamViewer, and MS Teams.
- Setup, maintenance, and troubleshooting of mobile devices such as iPads and iPhones.
Education
Bachelor of Arts - Management
CCNY City College New York
New York, NYTimeline
On-site Technician
The Walt Disney Company
03.2024 - Current
Desktop Support Technician
163 Improvement Council
11.2022 - 02.2024
Bachelor of Arts - Management
CCNY City College New York