Fahad Rehan

Set up, operate and break down AV for 15 to 20 conferences, presentations, lectures, hybrid meetings and special events per week across a Grade II listed city centre venue and university estate; clients include the Conservative Party Conference 2024, Russell Group universities, NIHR, National Trust and Lloyds Group, delivered to a 5 star corporate service standard Review every upcoming booking through Events 500, confirm technical requirements with clients and event organisers in advance, and configure each room to specification ahead of the event; act as on site point of contact for organisers and external clients throughout the event duration Primary on site technician across 32 spaces including 20 conference rooms, 10 classrooms and 2 concert halls, operating Crestron Teams panels, Extron DSPs, Lightware matrix switchers, Logitech Rally Bar and Rally Camera systems, integrated projection, PA and lighting

IT AV Support Technician - University of Birmingham, The Exchange - Birmingham, United Kingdom

(2024-03)

• Set up, operate and break down AV for 15 to 20 conferences, presentations, lectures, hybrid meetings and special events per week across a Grade II listed city centre venue and university estate; clients include the Conservative Party Conference 2024, Russell Group universities, NIHR, National Trust and Lloyds Group, delivered to a 5 star corporate service standard
• Review every upcoming booking through Events 500, confirm technical requirements with clients and event organisers in advance, and configure each room to specification ahead of the event; act as on site point of contact for organisers and external clients throughout the event duration
• Primary on site technician across 32 spaces including 20 conference rooms, 10 classrooms and 2 concert halls, operating Crestron Teams panels, Extron DSPs, Lightware matrix switchers, Logitech Rally Bar and Rally Camera systems, integrated projection, PA and lighting
• Configure and support 8 Microsoft Teams Rooms; integrate in room AV with Microsoft Teams and Zoom for hybrid meetings; diagnose Teams, SIP and H.323 endpoint faults at network, codec and platform level; advise users on the right connection type for each meeting format
• Dante Level 1 and Level 2 certified; configure and troubleshoot Dante devices, signal routing, redundancy and latency across networked PA and conferencing audio
• Carry out daily health checks across 10+ rooms each morning before events begin; test displays, microphones, speakers, amplifiers, cameras and control systems, log faults immediately, apply firmware and software updates, and co ordinate OEM and specialist supplier repairs to keep every space event ready
• Diagnose and resolve 5 to 6 AV faults per week on the spot across projectors, LCD displays, mixing desks, microphones and conferencing units; escalate unresolved issues with full fault history and business impact context
• Manage a 500+ asset AV equipment pool including portable screens, wireless and wired microphones, digital and analogue mixing desks, amplifiers, staging components, uplighters and AV peripherals; allocate to organiser spec, track loans, and test every item before each booking
• Deliver AV in front of managing directors, senior academics and external guests at board meetings, graduation ceremonies and large scale events including the 1,000+ attendee HELIOS Launch with full PA, staging, uplighting and live presentation technology
• Provide first and second line IT support alongside AV duties through ServiceNow, covering Windows 10/11 endpoints, eduroam connectivity, managed print, Gallagher access control and Microsoft 365; resolve at first contact where possible and escalate with full context where required
• Diagnose network dependent AV faults using working knowledge of VLANs, TCP/IP, DNS, DHCP and Aruba and Cisco switch configuration; liaise with networking teams on IP addressing and cabling for new and relocated AV workstations
• Lead an active £28,000 audio infrastructure upgrade, a full conference room build (Crestron Teams PC, dual displays, ceiling microphones, 2 PTZ cameras, lectern AV) and an AV refresh across 4 teaching and conference spaces; manage contractor engagement, technical proposals, budget approval, installation and handover
• Train and mentor 6 apprentice technicians and new starters on AV systems, VC equipment and support SOPs; deliver hands on user training and reference documentation for staff using room technology
• Flexible to support evening and weekend events including political conferences, graduations and large scale public concerts, maintaining a proactive and professional approach throughout extended hours

Service Desk Engineer - Infosys (Client: E.ON Next UK & EU)

(2021-08 - 2023-09)

• Service desk engineer for 3,000+ enterprise users across the UK, Germany and Poland, handling 120+ ServiceNow incidents per week across Windows 10/11 desktops, Microsoft 365, telephony and conferencing; maintained ~99% SLA compliance throughout the contract
• Frontline Windows environment support covering Outlook mailbox faults, SharePoint permissions, OneDrive sync, Teams call quality, profile and policy issues, application installs, BitLocker and driver faults across a large distributed estate
• Provided IT infrastructure and systems administration support: Azure AD / Entra ID user provisioning, group membership, MFA, conditional access and licence management; PowerShell scripting to automate repetitive admin and test call execution; participation in Change Advisory Board activities and DR server maintenance cycles every 3 to 4 months
• Supported VoIP and Teams Voice infrastructure including SBC connectivity monitoring, SIP trunk testing and SIP / H.323 signalling diagnostics; co ordinated with telephony and network engineers to restore service within agreed SLAs
• Resolved a major Microsoft Teams outage affecting 200+ users in 2 hours against a 4 hour SLA; identified the root cause, co ordinated the multi team fix and led all user communication throughout the incident with composure and clarity
• Delivered direct client facing support to E.ON IT management and business stakeholders, communicating incident progress, SLA performance and service improvement recommendations professionally and in plain language for non technical audiences
• Managed competing priorities across 40 to 50 concurrent tickets, automated monitoring alerts and scheduled change activity, flexing hours across UK and EU time zones to meet user demand
• Wrote 25+ ServiceNow knowledge base articles and SLA reporting dashboards in Power BI, taking a proactive approach to reducing repeat incidents and improving first contact resolution across the team

MSc - Management - University of Birmingham (2023-09 - 2024-09)

BTech - Computer Science Engineering - Dr. APJ Abdul Kalam Technical University (2017-07 - 2021-08)