SCALING ENTERPRISE AV SYSTEMS
Managed-services across visualization, digital signage, enterprise networks, remote monitoring, and service operations.
MISSION-CRITICAL
Barco Transform N, OpSpace, video walls, source distribution, multicast and unicast video, and operator workflows.
DIGITAL SIGNAGE
BrightSign playback, content delivery, endpoint health, network connectivity, displays, and signal paths.
AV NETWORKING
Cisco Meraki, VPN access, monitoring agents, remote diagnostics, and escalation evidence.
SERVICE INFRASTRUCTURE
ConnectWise, ServiceNow, RMM platforms, asset management, documentation, and SLA handling.
01 OVERVIEW
At Diversified, I supported and helped operate a seven-figure managed-services portfolio spanning mission-critical visualization, digital signage, enterprise networks, remote monitoring, and collaboration systems.
My role combined Tier II engineering with client onboarding, service design, incident leadership, workflow automation, vendor coordination, documentation, and continuous process improvement for enterprise environments including Microsoft, National Geographic, Georgia-Pacific, and Columbia University.
MANAGED SERVICE
At Diversified, I helped transition complex enterprise AV deployments into supportable managed services. That work included turnover audits, secure remote access, monitoring, asset and contact records, service workflows, SLA-based escalation, incident response, documentation, and team enablement.
The goal was to create an operational structure that made each environment easier to monitor, diagnose, support, and improve after installation.
PORTFOLIO SCALE
Supported remote-service agreements representing approximately $1.5 million in recurring revenue.
CRITICAL RESPONSE
Coordinated Sev 1 and Sev 2 incidents across clients, engineers, field teams, vendors, and manufacturers.
SUPPORT ENABLEMENT
Built documentation, workflows, automation, monitoring practices, and team training that made support more repeatable.
02 SELECTED EXAMPLES
EXAMPLE 1:
GEORGIA-PACIFIC
I represented service during the initial Georgia-Pacific onboarding across five locations, helping establish Barco Overture and Utelogy monitoring, secure remote access, ServiceNow and ConnectWise integration, asset and contact context, and the operational requirements for ongoing support.
I also developed automation between Overture and ConnectWise, identified turnover gaps, coordinated corrective work, and participated in executive, quarterly business review, and root-cause discussions as the sites moved into managed operations.
EXAMPLE 2:
MICROSOFT
Microsoft’s Azure Cloud Collaboration Center in Redmond uses a 1,600-square-foot visualization environment to help engineering teams monitor Azure service health, infrastructure activity, customer-impact signals, and operational incidents in real time.
I supported the facility’s Barco visualization environment through Diversified, providing remote diagnostics, incident response, technical escalation, manufacturer coordination, and managed-service continuity.
EXAMPLE 3:
NATIONAL GEOGRAPHIC
National Geographic Encounter: Ocean Odyssey paired an immersive Times Square attraction with a substantial private-event operation supported by multimedia systems, experiential lighting, and large-format displays.
I supported the Cisco Meraki and wireless infrastructure behind the environment, handling configuration, remote troubleshooting, major outages, replacement-equipment coordination, and technical escalation. This included one extended 47-hour post-turnover response during a critical operational incident.
03 PROCESS DESIGN & AUTOMATION
Improving the system around the systems
I treated recurring service friction as a systems-design problem.
When ticket workflows, asset records, monitoring, documentation,
or escalation practices made support slower or less reliable,
I developed and piloted processes to improve continuity and reduce
avoidable effort.
The goal was to preserve engineering time for client-facing support
while making service activity easier to trace, prioritize, and continue
across teams.
15% LESS EMAIL WORK
ConnectWise Automation
Built an automation that captured internal ticket-thread replies and added them to the corresponding ConnectWise internal notes, saving approximately five team hours per week within eight months.
SERVICE MANAGEMENT
ConnectWise Configuration
Configured service boards, statuses, email connectors, and workflows
across development and production environments.
OPERATING MODELS
ITIL-Aligned Processes
Designed and piloted processes for MACD requests, severity levels, root-cause analysis, asset management, project management, procurement, and agreement-scope validation.
KNOWLEDGE ACCESS
Searchable Support System
Developed a knowledge base that searched articles, attachments, legacy
network shares, and Project Connect resources, including offline-access
scenarios.
