LENNIN BALLISTA
Jessup
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Adept at monitoring systems and equipment for operational changes, repair requirements and maintenance needs. Skilled leader, planner, and problem-solver.
Overview
18
18
years of professional experience
Work History
AV Lead Engineer
Carefirst - FEPOC
07.2018 - Current
- Lead project and designed the buildout of 25 conference rooms or various sizes.
- Integrated Microsoft Teams Rooms and Zoom Rooms.
- Admin for Microsoft Teams, WebEx and Zoom
- Tested, evaluated and fixed conference room systems.
- Acted as point-of-contact between audio-visual integration team and project management team.
- Assessed scope and requirements to assist with project design determinations.
- Adhered to timelines to meet quality assurance targets.
- Coordinated with systems partners to finalize designs and confirm requirements.
- Trained and mentored competent and flexible workforce to meet project needs and promote positive work environment.
- Developed positive working relationships with stakeholders to effectively coordinate work activities.
- Read and interpreted blueprints, technical drawings, schematics, and computer-generated reports.
- Participated in formal internal design reviews of proposed products and components.
- Reviewed technical drawings developed by CAD technicians and drafters.
- Supported live events with well-controlled lights, sound and video streaming.
- Arranged on-the-job training for junior AV techs.
- Diagnosed and resolved problems with AV equipment and media management systems.
- Researched and presented various AV options to presenters and site managers.
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- Worked well in a team setting, providing support and guidance.
- Proven ability to learn quickly and adapt to new situations.
- Worked effectively in fast-paced environments.
AV Team Lead
Ricoh USA, AOL
01.2016 - 07.2018
- Provided project management support for AV and video conferencing installation projects and other AV task-related projects
- Served as the lead for the Oath AV team
- Coordinated with engineer team to determine system design criteria
- Coordinated all AV integration tasks between Oath staff and vendors
- Provided proactive and reactive support of all AV technologies and videoconferencing systems in conference rooms, training rooms, auditoriums and/or public spaces, as well as support of desktop video conferencing software
- Developed in-depth working knowledge / command of all AV and video conferencing systems, to include desktop video conferencing software
- Maintained high level of customer service and positive attitude at all times
- Provided training to Oath employees (customers) on the use of video conferencing technologies and conference room AV systems
- Provided troubleshooting support for all AV and conference room technologies; facilitates in-house resolution where possible but consults with AV Operations Manager for additional support when necessary
- Managed local AV inventory which may include but is not limited to maintenance and troubleshooting issues
- Mentored back-up support staff and/or other AV technicians as necessary to help develop their knowledge and troubleshooting skills
- Conducted daily conference room checks and AV system inspections; resolved minor issues immediately; coordinated resolution of major issues
- Monitored daily request/incidents via Service Now and Zendesk ticketing systems
- Established connections of Polycom Video Conferencing systems, WebEx
- Set up Vaddio AV bridges and matrix switchers and integrated them with Google hangouts
- Provided regular status reports to AV Operations Manager
- Developed or contribute to the development of standard operating procedures documentation (SOP)
- Developed or contribute to the development of user documentation
- Conducted site surveys based on area and customer specifications
- Provided recommendations to AV Operations Manager for possible process or technology improvements
- Coordinated with AV and video conferencing vendors as required
- Oversaw the implementation of Google Hangouts at the Baltimore offices
- Installed chrome boxes, mics pucks and mounted cameras in 32 Conference rooms
- Installed and mounted new displays in 32 new conferences rooms
- Installed Cisco 8841 phones in all conference rooms
- Coordinated with AV Design Engineers while building conference rooms
- Routinely review floor plans to ensure design plans are suffice for given areas
- Maintained all AV equipment throughout the Baltimore site
- Provided administrative support for Google Hangouts
- Coordinated and facilitated live streaming events or large scale Global corporate meetings
- Conducted sound and visual quality checks
- Routinely helped and educated users on how to share documents/slide decks via hangouts
- Monitored Chrome boxes via admin site for the Baltimore locations
AV Technician
SRA International
01.2014 - 01.2016
- Unified Communications)
- Provided audio/visual meeting support for customers including top level executives using both Windows and Mac computers and laptops
- Supported telephony, video, network and/or other collaboration devices
- Connecting VTC Bridge calls via SIP URL and IP as well as WebEx dial in
- Provided troubleshooting for AV/VTC equipment and cabling issues
- Configured and deployed Cisco phones
- Used ticketing system (Service Now) daily
- Provided customer service and desktop support daily
- Showed a proven ability to troubleshoot and resolve A/V software issues
- Established a proven record learning new technologies and support
- Displayed a strong written and oral communication daily via training new hires and interactions with users
- Established connections of Cisco Telepresence endpoints, Tandberg Video Conferencing systems, WebEx
- Gained experience with Cisco MeetingPlace, Presence, Unity Connection, Enterprise Instant Messaging (Cisco Jabber)
- Worked daily with EX90 and MX200 and MX300 Telepresence units
- Daily conference room checks: verify all equipment is online, functioning and charged including Mics
- Provided preventive maintenance of AV/VTC equipment racks and systems
- Became a hands on technical support resource for customers for all conference room meeting needs via daily meeting support
- Established Room computer and Laptop connectivity including video teleconferencing, video display of laptops and/or room computer presentations, WebEx setup and Jabber
- Configured, installed, imaged, encrypted and supported Mac and Windows desktop computers, laptops and VTC equipment for 60 + conference rooms
- Became a Subject Matter expert and point person for troubleshooting and resolving A/V and Computer issues while serving as an escalation point for Jr technicians
- Developed process and procedures (SOP’s) for implementation and support or Windows and Macs in conference rooms
- Effectively used Active Directory to move user accounts into proper groups
- Maintained and troubleshot audio and visual equipment to minimize downtime.
Desktop Support III
SRA International
01.2013 - 01.2014
- Configured, installed, and supported Mac and Windows desktop computers, laptop computers, handheld devices, printers, monitors, portable data storage devices, and other general peripherals
- Relocated IT equipment including desktop computers, printers, monitors, portable data storage devices, and other general peripherals as part of the Technology Refresh Program
- Configured IT devices for secure operation, including installation of security encryption software, software updates, and other configurations as required
- Connected and configured IT devices to use computer networks
- Diagnosed hardware and software failures, communicated the remediation plans to users, and provided status updates
- Responded promptly to ticket request via email, phone or in person
- Documented the status of tickets cases via Service Now and kept users in the loop
- Provided software support for users of NCI/NIH-provided applications (as identified by the task), including basic to advanced software operations and general use of computers and peripherals
- Supported NCI and NIH proprietary software
- Provided support for installation, configuration, and operation of scientific software
- Provided desktop maintenance, including inventory and software distribution, and security maintenance, including virus updates and patch management
- Provided virtual assistance sessions such as Windows Remote Assistance and Apple Remote Desktop
- Developed end-user documentation and instructions
- Displayed a strong ability to work well under pressure and to meet deadlines as needed
- Provided technical support to the customer for meeting management by responding to meeting requests and providing audio/visual support during meetings and conferences including audio recording, broadcasting, robotic camera operation, bridge lines, projectors, etc
- Tracked and updated the movement of all IT assets (laptops, desktops, printers, etc.) within the stipulated database and within time constraints
- Re-imaged desktops and laptops, as needed and deployed new equipment to end users
- Retrieved equipment from departures to be re-imaged, reassigned, and updated in inventory
- Performed advanced diagnostics, analysis, repairs, or replacement hardware for PC’s, laptops, and printers
- Followed set policies and procedures when assisting clients to ensure proper handling of requests
- Contributed knowledge and updated information to maintain the Help Desk SOPs and Training manuals for Tier I support
- Worked with Tier II/III and other groups to resolve technical problems
- Maintained a professional attitude and appearance providing excellent customer service at all times, to include maintaining a good work ethic and assisting other analysts when needed
- Supported continuous improvement in the process and quality of the operations
- Participated in troubleshooting of issues with the drive towards root cause identification and resolution.
Computer Analyst
Terpsys
01.2012 - 01.2013
- Provided technical support for Windows and Macintosh based desktops, laptop computers and devices ranging from hardware, software and network connectivity via face-to-face interaction
- Performed troubleshooting, diagnostics and repairs of system issues ranging from software to hardware and provide resolutions in a timely fashion
- Effectively documented troubleshooting notes in clear and concise manner
- Provided technical support for cellular and smart phone devices (i.e
- Blackberry, I-phone, etc)
- Performed software uninstalls/reinstalls and configured desktops and laptops
- Provided AV conference room support
- Maintained and troubleshot audio and visual equipment to minimize downtime.
- Provided technical support to event staff and presenters, reducing technical issues and delays.
- Tested and calibrated audio and visual equipment to verify proper operation.
Genius
Apple
01.2011 - 01.2012
- Provided Technical Support daily for Mac desktop, Mac mobile computers and Mobile devices
- Determined whether customers had issues with software or hardware
- Repaired hardware related issues pertaining to Macs and mobile devices
- Re-installed any software related applications
- Supported Mac OS systems ranging from 10.6 through 10.10 including IOS
- Provided support to staff and customers in regards to products, technical specifications and theories
- Repaired relationships between customers and Apple
- Repaired damaged/broken computer equipment and maintain equipment inventory list
- On a daily basis, conducted 3-5 equipment repairs.
Universal Coordinator Tech Support- Bilingual
Verizon Wireless
01.2006 - 01.2011
- Provided Technical Support on a daily basis to individual and National accounts in regard to Windows and Apple based phones and air cards
- Provided Data Support on a daily basis to individual and National accounts
- Encompassed all the responsibilities associated with Customer Service Representatives
- Effectively used knowledge of cellular and “smart” phones to resolve issues with equipment
- Displayed and excellent ability to up sell various products including Phone equipment and Plans
Education
Masters of Business Administration -
University of Maryland University College
2010
Bachelors of Science Degree - Business Administration
Morgan State University
2006
Skills
- Lead design for the buildout of 25 conference rooms or various sizes
- Microsoft Teams, Zoom, WebEx admin
- Technical Support
- Preventative Maintenance and daily facility operations
- Team Oversight and training
- Systems Integration
- Designing System or Product
- Engineering, Procurement, and Construction Management
Accomplishments
- Certifications:
- ACST (Apple Certified Support Technician 2012)
- Apple 10.7 OS (2012)
- Apple 10.8 OS (2012)
- Apple IOS (2012)
- CompTIA A+ (2014)
- Apple Mac Integration Basics (2014)
- Windows 7 Class Completed (2014)
- CCNA and Certified Ethical Hacker Certifications courses at UMBC
- CTS certification expected April 2018
Timeline
AV Lead Engineer
Carefirst - FEPOC
07.2018 - Current
AV Team Lead
Ricoh USA, AOL
01.2016 - 07.2018
AV Technician
SRA International
01.2014 - 01.2016
Desktop Support III
SRA International
01.2013 - 01.2014
Computer Analyst
Terpsys
01.2012 - 01.2013
Genius
Apple
01.2011 - 01.2012
Universal Coordinator Tech Support- Bilingual
Verizon Wireless
01.2006 - 01.2011
Masters of Business Administration -
University of Maryland University College
Bachelors of Science Degree - Business Administration
Morgan State University
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