Focus AV

july 2022 - august 2023

An up and coming, rapidly expanding Audio Visual construction and installation company, Focus AV employed me as their sole Service Technician and Commissioner. This was a very autonomous role, which had me scheduling client visits for service calls, as well as designing and constructing some very varied projects. As a lot of work was involved with construction sites, a White Card and a EWP ticket needed to be obtained very early on.

I was responsible for lodging customer faults, remote diagnosis and ensuring that response times adhered to SLA periods. This was a very faced pace, high pressure role that required a very response, dynamic approach.

A lot of the time, I was based on the road working from my company vehicle. No two days were the same, nor were they predictable. I would often be on the road quite early in the morning, and home by 4 - 4:30pm which allowed for flexibility with collecting my children from school and daycare. The family flexibility is something I highly value.

My duties included:

  • Prompt replies to customer enquiries and emails, whilst performing analysis of issues detailed in customer tickets
  • Prioritisation of customer requests
  • Monitoring of remote systems
  • Assisting installers with troubleshooting and testing onsite hardware and software
  • Configuration of new hardware prior to deployment
  • Email newsletter / bulletins advising of security issues with software, fixes and upgrades
  • Assisting installers during construction, helping run cabling through walls / roof / floor conduits
  • Configuration and assisted with the installation and troubleshooting of a state of the art gold mine control centre in regional Western Australia
  • Installation and maintenance of AV systems in remote mining camps
  • Regular maintenance of systems in a regional Western Australia prison
  • Creating and recording documentation for systems
  • Creation of network diagrams
  • Implementation of networking standards and a configurable network guideline to standardise rollouts across all managed clients

My role was crucial to the adherence of contractual obligations outlined in SLA documents, and allowed the company to further grow their installation and support teams.