John Cromwell Enterprise Collaboration | M365 • Teams • Zoom • AI • UC

Collaboration Operations Lead

Amgen

Oct 2022 - Current (3 years 11 months)

Responsible for leading operational support of collaboration platforms on a global scale: WebEx, Teams, Zoom. (30k+ users) In addition, all conference room technology and digital signage globally. Managing multiple MSP's and vendors, while communicating with leadership. Operations, engineering, process improvement, problem/incident management, etc. • Spearheaded the deployment of artificial intelligence tools, including Co-Pilot AI, to optimize collaboration workflows and enhance productivity across the global enterprise. • Utilized engineering expertise and Agile methodologies to drive digital transformation initiatives, ensuring the seamless integration and lifecycle management of collaboration platforms. • Streamlined operations throu

Lead IT Engineer - Meeting Experience

Boston Consulting Group BCG

Oct 2021 - Jun 2022 (9 months)

Globally-regioned team in an Agile Environment to provide 24/7 service, consisting of Product Owners, Engineers, Managers, Scrum Master, UX/UI designers Lead IT Engineer for the Meeting Experience Team, providing strategic expertise and support of several core collaboration tools including Zoom, MS Teams, Slack, Cisco/Poly Conferencing, Webex, Miro and a variety of other collaboration apps for 30,000+ users Ownership for updates and improvements to existing services and the implementation of new solutions into the business Designing and implementing technical solutions for several defined and undefined use cases 2-Week Agile Sprints to complete projects that include research, updates, enhancements, rampdowns, installs, troubleshooti

AV Collaboration Project Engineer

Diversified

Jan 2018 - May 2019 (1 year 5 months)

IT subcontractor responsible for projects in global enterprise environments. Projects include: QVC - Collaboration Technology Support Comcast - AV, Collaboration, Broadcast Support

Project Engineer

Vanguard

Jun 2016 - Aug 2017 (1 year 3 months)

- Responsible for AV and VC planning, design, budgeting, coordination and execution of multiple concurrent projects in various locations domestic and internationally - Cisco infrastructure, endpoints, software clients: 500+ global hardware endpoints, 3000+ soft clients - Call Manager, Conductor, Expressway/Control, TMS, Codian MCU, TelePresence Server, Acano/CMS, TelePresence Content Server, SX/MX systems, Jabber Video - Coordinate with general contractors, integrators, technicians, vendors, internal operations and support teams to ensure projects are executed as planned to meet deadlines. - Work with both internal and external teams to resolve issues that arise during projects - Coordinate and align SOW and deadlines among GC, integrators,

Video Conference/Multimedia Engineer

Dechert LLP

Jan 2015 - Jun 2016 (1 year 6 months)

Installs, supports, maintains and operates Firm's video conferencing systems and services in support of improving the productivity of the Firm's employees through advanced multimedia technologies. • Build, conduct, and monitor 20+ conferences daily, ~5,000 annually that include ~26,000 endpoint connections. • Collaborate with operations and support teams to provide direction/support, streamline processes, improve efficiencies, and enhance the overall user experience. • Provide support for operations and support teams including root cause analysis and preventative analysis. • Provide expertise on projects; designing; implementing; supporting critical networks and complex converged infrastructures. • Diagnose and evaluate problems with conten

Collaboration Engineer - Video, Voice, Web

The Hershey Company

Sep 2010 - Jan 2015 (4 years 5 months)

Global Telepresence Lead Technician / A/V Support / Executive Meeting Support - Manage a system of 130+ global hardware video conference endpoints - Daily support of all video conferences internal/external - Work in conjuction with all levels of the business to ensure proper meeting requirements and expectations are met - Support for all A/V systems in Hershey, PA buildings and locations in 12 other countries - Coordinate and support C-Level executive meetings and conferences - Manage and support of collaboration tools: Cisco Telepresence, Tandberg, Polycom, Cisco MeetingPlace, Cisco Webex, Movi, Jabber Video for Telepresence, and more. - Migrated over 30 legacy Tandberg systems to the Telepresence network for interoperability - Deployment

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Control4 Home Automation Engineer

HiDEF Lifestyle Inc

Jan 2010 - Aug 2010 (8 months)

-Home Automation design, install, and sales -Design and install Control4 home automation technologies ranging from lights, TV's, door entry, garage doors, camera systems, etc. -High-end audio/video systems design and sales -E-Commerce website back-end product writer

IT Service Provider

OnForce

Jun 2007 - Jan 2011 (3 years 8 months)

-Negotiated and performed IT service contracts - over 135+ IT contracts -Analyzed and maintained SLA's - Service Level Agreements on each contract -Managed and deployed entire Pennsylvania Point-of-Sale refresh projects for Giant Foods, Toy’s-R-Us, Kohl's, and others -Hired and managed teams for larger projects -Services provided: PC and printer break/fix, Point-of-Sale refresh, commercial and residential LCD and Plasma TV break/fix for brands such as Vizio and Samsung, medical/hospital handheld PDA deployments, wall-mounting and installing digital signage, network troubleshooting, and more

Lead Technician Supervisor

Alliance Computers

Jan 2006 - Oct 2008 (2 years 10 months)

-Managed workload on a daily basis for 5-10 onsite/offsite technicians for day-to-day computer service -Developed efficient system for taking in a higher volume of computers to be repaired -Built from scratch and maintained stock of new computers for sale for all 3 retail locations; built average of 7-15 PCs per day -3rd tier customer support for diagnosing and troubleshooting complex issues for all types of computers, LCDs, electronics, etc. -Ordered parts from distributors/vendors -Custom built from scratch all types/grades of computers ranging from economy, commercial/enterprise to high-end gaming, security/DVR, and more

John Cromwell

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