JOHN P. SCHLOE
maxliao@maxliao.com

OBJECTIVE

I am seeking a team-oriented video teleconferencing (VTC) position which will utilize my technical, customer service, and leadership skills to enhance video conferencing services for the organization. I am seeking a position where I can make the most of my current customer service and technical aptitude, while allowing opportunities to continually enhance and improve my video conferencing knowledge and skills.

HIGHLIGHTS

• Top Secret Security Clearance

• Certification - CCENT (CCNA ICND1) - September 2008
• Certification - Radvision Infrastructure I - March 2007
• Certification - Tandberg Certified Technical Associate - September 2006
• Certification - Microsoft Certified Professional - March 2000
• Certification - CompTIA A+ - December 2000

• Knowledge of Radvision, Tandberg, and Polycom (Accord) infrastructure
• Knowledge of VTEL, PictureTel, Polycom, Sony, and Tandberg Video Conferencing systems
• Knowledge of ISDN (H.320) equipment in support of H.320 video conferencing - NT1, IMUX, Dial Isolator, Gateway, etc.
• Knowledge of IP (H.323) equipment in support of H.323 video conferencing - Gatekeeper, MCU, E.164, QoS, etc.
• Knowledge of protocols - H.261, H.263, H.264; G.711, G.722, G.728, AAC-LD, Siren-14; H.239; H.245, chair control, etc.
• Knowledge of graphics and presentations software - Adobe Photoshop, Illustrator, DreamWeaver; Microsoft PowerPoint, etc.
• Knowledge of HTML and CSS web programming

• Twelve years of progressive supervisory and management experience
• Proficient in multiple-responsibility situations including security, quality, training, and management
• Proven facilitator for conflict-resolution management
• Visual information and technical quality control professional with outstanding approval rates
• Extensive training background resulting in overall 100% satisfaction rate
• Course work in Windows NT, Windows 2000, Computer Networking, and Japanese Studies

• References available upon request, or at http://www.linkedin.com/in/maxliao (with a Linked in account)

PROFESSIONAL EXPERIENCE AND ACCOMPLISHMENTS

Radvision - February 2007 - May 2009
Senior Video Engineer / Tier II Analyst & Operation Engineer
Scott AFB (DISA), IL

• Provided outstanding support and coordination for a large, multi-agency program responsible for designing, configuring, implementing, and testing the largest global video teleconferencing (VTC) infrastructure and support center in the world. Agencies included: Defense Information Systems Agency (DISA); Joint Interoperability Test Command (JITC); Cisco Systems, Inc; Radvision Ltd; as well as other corporate vendors and contractors.
• Planned the transition and validation testing of 4,000 end users from H.320 Integrated Services Digital Network (ISDN) to H.323 Internet Protocol (IP), as well as the incorporation of 5,000 new H.323 end points, months ahead of schedule.
• Saved hundreds of thousands of dollars in external vendor support and maintenance costs by configuring, maintaining, and operating millions of dollars of infrastructure, including: Radvision gateways, gatekeepers, multipoint control units (MCU); Adtran multiplexer/inverse-multiplexer (ISU 512, Atlas 830/890); and scheduling interfaces for three continental United States (CONUS) video hubs, as well as one video hub in Hawaii and one video hub in Germany.
• Produced, validated, and approved local processes and standard operating procedures (SOP) for the Tier I and Tier II Help Desks. All documentation was meticulously reviewed, providing a 100% satisfaction rate from all agencies and departments involved.
• Provided whiteboard style video conferencing technology training, as well as hands-on infrastructure and configuration training to all Tier I and Tier II Help Desk support technicians, leads, and management. This training decreased the overall initial training period by 75%, from one month to one week, and increased the customer satisfaction rate of the Help Desk support team by 10%.
• Trained and assisted Tier I Help Desk support personnel in troubleshooting various video conferencing issues that arise over a new and vast infrastructure; including immediate support for actual Senior Executive Service (SES) level conferences. Achieved a 100% customer and local management satisfaction rate.
• Using the TMS Remedy trouble ticket management system, reviewed the troubleshooting techniques and steps taken by Tier I personnel. Authorized the escalation of trouble tickets from Tier I to Tier II by ensuring all procedures were properly performed and all time frames were met.
• Using various monitoring tools such as IBM Tivoli Netcool, identified, prioritized, and resolved video network alarms.
• Provided exemplary customer service support to all customers, resulting in a 100% satisfaction rate from all customer comments.
• Using the local proprietary scheduler, along with Cisco’s Unified MeetingPlace (MeetingTime), configured all end point details into the scheduling system, and scheduled both local and world-wide video conferences.
• Configured and operated local Polycom (iPower and VSX) and Tandberg (classic and MXP) terminals over H.320 and H.323 networks with 100% technical efficiency.

Computer Sciences Corporation (CSC) - July 2005 - February 2007
Video Teleconferencing Facilitator
Camp Courtney (III MEF, USMC), Okinawa, Japan

• In direct support of the III Marine Expeditionary Force Commanding General (III MEF CG), coordinated and facilitated all VTC operations for III MEF, with a technical and service approval rate of 100% from the III MEF CG.
• Established new garrison and tactical Tandberg H.320 VTC suites, including appropriate cryptographic and ISDN communication infrastructure. The equipment procuring and configuration setup were accomplished in less than one week, three weeks under the scheduled time frame.
• Created and implemented standard operating procedures (SOP), diagramed infrastructure and connections, scheduled conferences, trained Marines, and researched/suggested equipment upgrades – all with near 100% accuracy and satisfaction.
• Coordinated, established, maintained, and troubleshot video teleconferencing (VTC) connections, both encrypted and unencrypted, over point-to-point and bridged connections via H.323 Internet Protocol (IP) and H.320 ISDN (DVS-G). Able to diagnose and resolve 100% of all troubleshooting issues.
• Established, operated, and maintained Tandberg 6000 VTC suites, Tandberg 2500 VTC suites, and Tandberg 1000 VTC suites.
• Received accolades for establishing outstanding customer rapport through quick and accurate response time, integrity of service, and creating an environment for customer interaction and improved support.
• Responsible for updating proper Communication Security (COMSEC) encryption keys and devices (KG-175, KIV-7).

ITT Systems Division - May 2003 - May 2004
Lead Video Teleconferencing Technician
Camp Doha (ARCENT, US Army), Kuwait

• In support of Operation Iraqi Freedom, and in direct support for the commanding Colonel, established, maintained, and troubleshot VTC connections over IP, ISDN, and directly though a Polycom Accord MGC-100 VTC bridge; resulting in a technical and service approval rate of nearly 100%.
• Operated and maintained Tandberg 6000 VTC suites, along with Adtran ISU 512 inverse multiplexers, with less than (30) minutes of overall downtime, and zero (0) failed conferences over the course of one year.
• Maintained and updated local and remote communications security (COMSEC) encryption keys and devices (KYK-13, KIV-7) for Army Central Command (ARCENT-KU).

TekSystems - 2001 - 2002
Desktop Support Technician
Delta Dental, Eagan, MN
October 2001 - February 2002

• Provided in person and telephone help desk support for 250 call center users requiring assistance with Microsoft Windows, Microsoft Office, Lotus Notes, local proprietary software applications, and computer hardware support.
• Customer service acumen and detailed explanation of issues was highly lauded by call center personnel, resulting in often being asked for by name for troubleshooting support.

Video Conferencing Support Technician
Wells Fargo, Minneapolis, MN
July - September 2001

• Using PCAnywhere, or a directly via the terminal’s web-based GUI, ensured continuity and continuous connection between Polycom and VTEL video conferencing systems. This was accomplished through point-to-point, and multi-point bridge video connections. The overall result was zero (0) minutes downtime.
• Scheduled and confirmed video conferences, supporting from two to fifteen sites including security access, special needs, testing and technical support.
• Installed and provisioned Polycom Video Conferencing systems.
• Coordinated with MCI, AT&T and local service providers to ensure proper support of Primary Rate Interface (PRI) and Basic Rate Interface (BRI) connections.

United States Air Force - 1992 - 2001
Manager, Video Teleconferencing and Conference Center Presentations
Andrews Air Force Base, MD
2000 - 2001

• In direct support of the Andrews Air Force Base Commanding General, managed and operated over $1,500,000 in audiovisual and VTC equipment.
• Facilitated audiovisual presentations and VTC conferences with less than a 1% downtime or failure rate.
• Supervised and fully trained three subordinates in one quarter the standard time, allowing for no conference downtime during high personnel turnaround periods.
• Designed and maintained a Windows 2000 workgroup that allowed for centralized access to user files, and saved many man–hours of data transfer.
• Maintained, upgraded, and restored all computers in the Visual Information Support Center, including hardware, software, and network resources, with almost zero downtime and a 20% productivity increase.
• Assembled multiple computer systems using existing parts; saving the cost of having to buy new systems.

Supervisor, Visual Information
Andrews AFB, MD
1998 - 1999

• Graphic Arts Quality Control Manager with a 100% customer satisfaction rate, and increasing new repeat customers by over 30%.
• Designed and prepared multimedia presentations, slide shows, full color signs, logos, brochures, business cards, vinyl lettering, web pages and color separation art for repromasters in support of over 8,000 clients, including the Vice President of the United States.
• Maintained all Visual Information computer equipment and network with no noticeable downtime by upgrading, replacing or removing all obsolete items.
• Trained and supervised two subordinates during critical personnel shortfall, completing training in one half the time normally required.

Journeyman, Visual Information
Andrews AFB, MD
1995 - 1998

Kunsan Air Base, Korea
1994 - 1995

Kirtland AFB, NM
1992 - 1994

• Designed and prepared slide shows, full color signs, logos, brochures, business cards, vinyl lettering, web pages and color separation art for repromasters in support of over 8,000 clients, including the Vice President of the United States.
• Video teleconferencing operator for the 8th Fighter Wing Commander’s conference room.
• Responsible for maintaining and updating proper Communication Security (COMSEC) encryption keys and devices (KG-194, KYK-13, and KIV-7).
• Maintained centralized (Macintosh Etherlink) Visual Information workgroup, including files, computers, and printers.

EDUCATION, TRAINING, AND CERTIFICATIONS

Combat Camera & Electronic Imaging Systems Training, Fort Dix, NJ, 1995, 1998
Graphics Specialist Technical School, Lowry Air Force Base, CO, 1992

University of Maryland University College, Okinawa, Japan, 2006

• Japanese Studies
• GPA 3.5

Strayer University, Prince George’s County, MD, 2000

• Computer Information Systems
• GPA 4.0

Certification - CCENT (CCNA ICND1) - September 2008
Radvision Infrastructure I Certified - March 2007
TANDBERG Certified Technical Associate - September 2006
CompTIA A+ Certified, December 2000
Microsoft Certified Professional, March 2000

President, SAM FOX Airman’s Association (3000 members), 1999.