Thomas Manalo
Las Vegas
Summary
Client focused with a demonstrated history of working in the A/V and IT industries. I possess more than 14 years of technical expertise and a solid record of success in end user support, integration, and live event production. I integrate well with a team, while also working efficiently on my own. I am seeking a position where I can develop and excel while giving my best to an employer.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Remote Support Specialist
Parasol
Las Vegas
09.2020 - Current
- Provided Tier 1 IT/AV support to non-technical external users through desk side support services.
- Resolved Control System and End Point concerns with little oversight.
- Processed over 100 support requests weekly for technical assistance on wide range of issues related to Control4, Savant, and Crestron control systems.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across 4 time zones.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Resolved issues quickly and accurately.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
Service Manager
InGenius Solutions
San Francisco
10.2018 - 09.2020
- Met with customers to discuss service needs and develop effective and practical solutions.
- Oversaw team of service professionals focused on Commercial AV support and installation.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Managed team of 6 employees on our helpdesk and over 200 independent contractors.
- Efficiently assisted service workers with problematic transactions to maintain customer satisfaction and quickly rectify issues.
- Hired and trained new workers to improve efficiency of department and cultivate productive work atmosphere.
Head Sound and Video Engineer
Oklahoma City Community College
Oklahoma City
01.2014 - 06.2018
- Created tasteful mixes in venues ranging from 100 to 3000 in capacity
- Performed various setups, tear downs and mixing for bands, worship services, theatrical performances and conferences.
- Maintained and repaired all sound equipment, including speakers, low voltage cabling, and networking.
- Enhanced sound quality and added various sound effects to recordings.
- Adjusted sound according to variances in temperature and tonal needs.
- Collaborated with producers and performers to determine and achieve desired sound for productions.
Education
Sound Engineering Certification - Audio Engineering
Academy Of Recording Arts
Oklahoma City, OK01.2008
Skills
- Crestron/Control4/Savant
- QSC Q-SYS
- Biamp
- Digital Signage
- Cable Termination
- Customer Service
- Technical Support
- MS Office
- GSuite
- Technical issues analysis
Certification
- Crestron - P101 Foundations of Crestron Programming
- Biamp - TesiraForte
- QSC - Qsys Level 1
- Dante - Level 2
- Control4 - Associate Installer
Timeline
Remote Support Specialist
Parasol
09.2020 - Current
Service Manager
InGenius Solutions
10.2018 - 09.2020
Head Sound and Video Engineer
Oklahoma City Community College
01.2014 - 06.2018
Sound Engineering Certification - Audio Engineering
Academy Of Recording Arts
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