Adisa Cassell
  New York, NY | (917) 975-5118 | adisacassell@outlook.com
Education &amp; Skills
Syracuse University, School of Information Studies                                                                                                          Syracuse, NY-1238249525
Bachelor of Science: Information Management &amp; Technology                                                                                                    May 2016
Systems: Windows, Mac OSX, Linux, Windows Server 2012 R2
Databases: MS Access, SQL Server
Languages: Java, C Language
Software: MS Visual Studios, MS Project, MS Visio, Microsoft Office 365, Microsoft Exchange, VMware, Remote Access, Server 2003 &amp; 2008 Deployment Procedures, Active Directory
Networking: Cisco Router Configuration, Packet Tracer, Networking and Security, Subnet masking, Static and DHCP IP configuration TCP/IP
Audio/Visual: Extron Switchers, AMX Control Systems, Tesira Biamps, Polycom HDX 8000 VC units, RMX SIP Bridge, Cisco VC units (DX80, EX90, MX800, Cisco Webex Room Series) Amino STBs, Legacy AV Equipment (Tandberg), Webex, Go-To Meeting, BlueJeans, Zoom, Service Now Ticketing System, Remedy Ticketing System
Relevant Experience-128587161925
Tapestry, Jr. AV Technician / Service Now Ticket Queue Manager (New York, NY)  December 2019 – Present
Support and serviced all 36 Zoom conference rooms for meetings, town-halls, events, and ad-hoc support calls
Performed Break/Fix support according to error messages via. Zoom Dashboard 
Built and configured mobile Zoom carts to have VC capability in our multi-purpose showrooms 
Managed Unified Communications Service Now Ticket escalations, tasks, incidents, on-board/off-board request, and assigning tickets to appropriate parties
Assigned and maintained 10 to 15 user’s Zoom account rights during on-board/off-board daily  
Assisted 3 to 5 clients (in-person) with Zoom related troubleshooting issues daily
Configured and push software/firmware updates in Zoom conference rooms
Provided exceptional remote support for 8 - 10 work-from-home Zoom users daily during COVID 19 Pandemic
Provided exceptional remote support for 8 - 10 work-from-home Zoom users daily, during COVID 19 Pandemic
Deutsche Bank, IT/AV Technician (New York, NY)     February 2019 – December 2019 
Operated all Cisco (also Tandberg and some Crestron) video conferencing and computing equipment for conferences, meetings, Townhalls, client presentations, etc.
Coordinated all event setups which include Shure wireless and wired mics, Soundcraft and Yamaha LS9-32 audio mixers, cabling, Thin Client and Wyse Terminal connections, VMR connectivity, audio conference connectivity and SIP calling    
Assisted in Cisco Video Conferencing, Conference room audio mics, NEC monitors, Tesira Biamp installations, break/fix maintenance calls, and ad-hoc meeting support based on team AV schedule 
Provided multi-media support (PowerPoint Slides, Go-To Meeting, Webex, Zoom, BlueJeans) for video/audio conference setups throughout the building to ensure that all international sites are connected on time and receiving/transmitting good audio/video for various clients 
Logged and managed inventory for all new and relocated Cisco video conference units and supporting equipment throughout the building 
Carried out Go-To Meeting, Webex, Zoom, BlueJeans, and Amino STB software and firmware updates in consultation with the AV Technical Manager
Constructed Post Daily Event Reports, Created and resolved technical issue tickets for break-fixes and maintenance, decommission legacy and faulty Video Conferencing equipment
Conducted diagnostic Room Checks and created technical reports for 138 conference rooms
Organized all high-level client events; transported sensitive documents, maintained effective communication (via email, text, and phone), and provided on the spot consultative services to clientele   
Created job aid documents for incoming technicians that outline A/V equipment management in unique conference rooms for specific departments to satisfy client needs 
Managed a rapid changing workflow by creating and closing 10 - 30 tickets daily using Service Now
Scheduled and assisted with certifying new or moved network AV devices with the Network/IT department throughout the whole building 
Logged, serviced, and updated all display monitors and Media Star/Triple Play Amino televisions throughout the building 
Mount Sinai Hospital, IT/AV Multimedia Analyst (New York, NY)              July 2018 – February 2019 
Configured, tested, maintained, monitored, and troubleshot Polycom teleconferencing equipment, multimedia devices (Laptops and iPads), televisions, Samsung and LG monitors, projectors, recording equipment, speaker sets, digital cameras/camcorders, and other presentation equipment
Performed onsite analysis, diagnosis, and resolution of complex AV hardware problems for a variety of end users, and recommend and implemented corrective solutions, including offsite repair as needed
Initiated video call connectivity and provided technical assistance during video conferencing for multiple video conferences throughout the hospital using the Polycom RMX Bridge
Provided support to clients in the assisted and independent use of Polycom HDX rack systems to provide for high quality communication of information during all types of conferences and meetings
Provided digital video recordings and editing Using iMovie and Final Cut Pro in the production of medical teachings, clinical instructions, and client administrative videos
Altice USA, Technical Support Representative (Newark, NJ)                                                                       January 2018 – June 2018                  
Troubleshot and resolved technical, billing, and sales issues for Optimum TV, Phone, and Internet services for approximately 40 + residential and business customers per day; using state of the art troubleshooting applications remotely
Utilized basic computer operations including internet and email protocols, connectivity and understanding of internet networking to provide exceptional technical support
Guided and educated customers through established troubleshooting procedures while working in a fast paced, conflict resolution environment
Guided 20+ customers daily through self-installations of HD Cablevision/Optimum video equipment and connections 
Interacted and coordinated with other departments to resolve customer issues while making notations via Remedy ticketing system
Premium Consulting, Freelance Consultant (New York, NY)                                January 2017 – Present
Consult and install workstations, printers, and network setup for 535 Phase Construction
Consult and install network setup, LCD screens, and music production studio/radio station for Freeze International, LLC
Install and service Mac and PC workstations on the same network, implement firewall, assist in creating database using MS Access, and install printers for small businesses
Install and run cabling of RJ45 &amp; RJ11 CAT5-6, A/V device