Overview
Work History
Education
Skills
Certification
Timeline
Generic

Angelica Garcia

Hayward

Overview

7
7
years of professional experience
1
1
Certification

Work History

Director of Service

Avidex
04.2024 - Current
  • Spearheads the leadership, management, and operational efficiency of our nationwide Audio Visual service department
  • Lead National AV Service Operations, overseeing Call Center, Help Desk, Field Service, and specialized service teams
  • Collaborates with Executive Leadership management to develop and implement service and support strategies aligned with the Company's growth plan
  • Diagnoses and solve complex service operations problems, ensuring alignment with clients' and business needs
  • Manage and report on service operations efficiency, supporting company growth and generating profits
  • Build and maintain a strong professional network, contributing to recruitment and hiring
  • Conduct regular employee reviews, coaching, and training plans for professional development
  • Ensure compliance in recruiting, hiring, training, and all personnel management activities
  • Oversee AV and event service sub-contractors to ensure quality standards and contract requirements are met
  • Manage and maintain inventory, tools, and vehicles for managed services
  • Ensure staff compliance with required training, licenses, certifications, safety requirements, and industry best practices

Service Delivery Manager @ Google

Astreya
06.2022 - Current
  • Manage AV team with oversight of operations
  • Implement, monitor and provide regular reports to client and internal stakeholders on service delivery metrics
  • Act as escalation point for team lead and senior technicians
  • Ensure compliance with KPI & SLA requirements
  • Manage client expectations and escalations
  • Provide leadership to diverse operations teams
  • Implement personnel on-boarding, training, and service improvement activities, ensuring systems, methodologies, and procedures are in place and followed by each service team
  • Lead internal and stakeholder meetings covering delivery performance, service improvements, quality, and processes
  • Accountable for quality of service and performance; ensure future demand from growth and projects are understood and factored into capacity plans for all associated teams
  • Maintaining and reporting on budget status, in addition to other financial measures defined for customer engagement
  • Ensuring Health and Safety procedures and regulations are adhered to
  • Responsible for fostering and maintaining corporate vision/values and setting and managing performance expectations
  • Implement and manage Customer Satisfaction feedback system and report on results
  • Ensuring that all programs and operational documentation is up-to-date and that all program participants are fully trained on processes and procedures including but not limited to playbooks, SOP’s, etc
  • Manage employee performance, setting objectives, and conducting regular team and individual performance reviews
  • Develop and maintain retention programs, succession plans that leverage team strengths and individual career objectives.

Multi Media Service Delivery Lead - NASA

VMware
01.2022 - 07.2022
  • Manage Global Multi-Media operations across North America and South America region
  • Oversee IT support issues in various locations in Americas including reactive conference room troubleshooting, proactive room sweeps, and coordination of on- site repairs
  • Main POC for escalations for live events and projects within Multi-Media team
  • Manage team budget and finance tracking for active projects
  • Communicates with finance execs monthly
  • Manage oversight of live event operations process including creation of intake and metric tools and communication
  • Maintain global asset and inventory management
  • Communicate with global regions regarding training of created process to scale multi- media and live event operations around the world

AV Production Coordinator

VMware
04.2020 - 01.2022
  • Manage and oversee events including problem solving, direct event set-up and communicating with staff
  • Review all AV and video edit intake to determine accuracy and AV service needs and logistics
  • Create supporting files and folder structure for collating event materials and content
  • Secures / books supporting technicians to facilitate meeting requests
  • Delegate team for event planning where necessary
  • Main POC for escalation with event issues
  • Team project manager
  • Main project lead for AV and events team projects
  • Manage team budget and finance tracking for active projects
  • Communicates with finance execs monthly
  • Assisted in update and revamp of production administration processes including collaborative processes between regions
  • Assisted with launch and release of various initiatives for AV team
  • Step in as events technician to provide AV support as needed
  • Maintain working relationships with vendors and venues
  • Maintain inventory and asset management processes

Operations Exec Support/ Project Engineer Intern

Avidex
01.2019 - 04.2020
  • Manage daily operations of team of 4-8 Executives; including sales, purchasing and scheduling
  • Administer budgeting, financial operations and payroll activities to business accounting
  • Work with Vendors to register products/projects for special pricing
  • Communicate with vendors and Account Executives / Managers on pricing and availability as requested
  • Notify buyers with discrepancy and price changes, shipping charges, etc
  • Support special projects which include event planning, local marketing, trade shows, and bid preparation
  • Determine and schedule priorities as required to progress engineering work
  • Prepare and review engineering specifications, scopes of work, and other documents
  • Review progress controls for project quality assurance, health and safety

AV Help Desk Support Technician

Avidex
12.2017 - 01.2019
  • Respond to support requests from end users and patiently walked individuals through basic AV troubleshooting tasks
  • Follow up with clients to ensure optimal customer satisfaction following support engagement and problem resolution
  • Engage end users and answer questions via email, phone, website live chat and in forums
  • Collaborate with vendors to locate replacement components and resolve advanced problems
  • Helped streamline and schedule repair processes and update procedures for support action consistency.

Education

Bachelor of Arts - Psychology

San Jose State University
San Jose, CA
05.2025

Associate of Arts - Psychology

Chabot College
Hayward, CA
12.2022

Certificate - Audio Recording

Chabot College
Hayward, CA
08.2019

Certificate - Music Production

Chabot College
Hayward, CA
05.2019

Skills

  • Microsoft Office: Word, Teams, Excel, Outlook, Forms, PowerPoint, Power BI
  • Google Workspace: Gmail, Meet, Docs, Forms, Sheets, Slides
  • AV Technical: Crestron, Shure, Biamp, Extron, Dante, Logitech, Sony, LG, Yamaha, Cisco, Polycom, Ableton, Pro Tools
  • Typing - 88 WPM
  • Languages: English (Native), Spanish (Native)

Certification

  • AVIXA — RECOGNIZED AV TECHNOLOGIST - JUN 2020
  • AUDINATE — DANTE; LEVEL 1, 2 & 3 - DEC 2020
  • BIAMP — TESIRAFORTE CERTIFICATION - FEB 2020

Timeline

Director of Service

Avidex
04.2024 - Current

Service Delivery Manager @ Google

Astreya
06.2022 - Current

Multi Media Service Delivery Lead - NASA

VMware
01.2022 - 07.2022

AV Production Coordinator

VMware
04.2020 - 01.2022

Operations Exec Support/ Project Engineer Intern

Avidex
01.2019 - 04.2020

AV Help Desk Support Technician

Avidex
12.2017 - 01.2019

Bachelor of Arts - Psychology

San Jose State University

Associate of Arts - Psychology

Chabot College

Certificate - Audio Recording

Chabot College

Certificate - Music Production

Chabot College

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Angelica Garcia