Portland, Oregon Metropolitan Area
Accomplished technical professional with extensive and progressive global technical customer facing experience in multi-platform enterprise software and hardware both cloud and bare metal local based solutions. Reputation for productivity, complex and creative problem solving, root cause analysis, solutions, teamwork, follow-up, follow-through, and customer satisfaction to drive customer success. Effective and proactive communicator with the ability to explain complex workflows to a diverse audience. Experience in and available for worldwide travel as needed.
Formerly Marigold’s enterprise software business, including Cheetah Digital, Selligent, Sailthru, Liveclicker, Marigold Loyalty, and Grow. CheetahMail was acquired by Experian and integrated into Experian Marketing Services, expanding its capabilities in data and cross-channel marketing. Then acquired by Zeta Global.
Responsible for all aspects of pre/post sale worldwide enterprise tech support for StrongLink data solutions. Effectively communicated with resources / stakeholders to track, investigate, and resolve complex variable severity issues. Developed complex repro cases identifying software defects, configuration, or environment issues. Worked with developers on bug resolution. Performed release and patch validation ensuring customer success. Supported and troubleshoot high availability critical Linux production environments in managed clustered node configurations. Provided 24/7 on-call tech support. Used customer relationship management tools to effectively build relationships, prioritize, track, document, and report issue status to senior leaders. Provided high touch follow-up and follow-through to large enterprise and private sector clients ensuring high customer satisfaction and a key customer advocate voice. Captured and documented important details to triangulate complex issues across customer base or developing reuse and reference for support and development teams enabling faster pain point, issue recognition and solutions while reducing developer dependencies. Escalation point for blocker, urgent, and complex issues while working independently in a fast paced startup environment requiring many hats. Performed team case review and analysis for daily escalation status updates to senior leadership. Performed, documented, and communicated root cause analyses. Performed ZenDesk administrative activities including configuration, triggers, agent management, case activity reporting, metrics, view/dashboard development, and integrations troubleshooting. Managed agent on call rotation / scheduling via PagerDuty. Mentored tech support engineers, process/procedure improvement, tools, and on-boarding. Performs candidate resume and phone screening, in-person interviews, and hiring recommendation. Ability to pass and acquire various United States security clearances.
Responsible for all aspects of worldwide technical support for Elemental Technologies enterprise products including Conductor, Live Server, Delta, Statmux on bare metal, virtualized, and cloud environments. Supported high availability production environments, managed clusters, and integration for video trans-coding, video-on-demand (VOD), live streaming, and associated technologies for a wide array of customers including the largest cable companies and over-the-top (OTT) content providers around the globe. Tracked, investigated, and resolved complex and variable severity issues by phone, email, and occasional on-site activity. Provided on-call support. Acted as an escalation point for complex and in-depth issues while working independently. Developed and implement complex repro cases identifying software defects, configuration, or issues in customer environments. Provided workarounds as appropriate. Effectively communicated directly with all parts of internal and external resources to complete root cause analyses, issue investigation, workarounds, and defect resolution. Used case management tools to effectively manage and prioritize issues based on varying and complex factors. Key contributor of new internal/external case management tool launch and data migration. Defined tool requirements, functionality, and prioritization. Validation and acceptance testing of new features. Trained agents on new case management tool, processes, and procedures. Key contributor of implementation, testing, feedback of external facing customer community platform including case management plug-in, process and strategy for answering customer forum posts as it relates to case management, customer SLA, and forum launch. Led team meetings, mentored engineers, process/procedure improvement, tools on-boarding. Participated in candidate resume and phone screening in addition to in-person candidate interviews and hiring recommendations in a fast paced hyper-growth startup environment.
Performed all aspects of pre- and post-sale technical support in a small team environment for Intel Corporation’s parallel programming, performance profiling, memory analysis, and software optimization tools used by Application Developers. Worked closely with internal and external Customers, Peers, Development, QA, Sales Engineers, Business Development Managers, and other stakeholders. Utilized Windows and Linux based local and remote lab systems for issue replication. Utilized Microsoft Visual Studio, Intel C/C++ and FORTRAN compilers, Threading Building Blocks (TBB), Putty, Wiki engine, MS Office, Live Meeting, Remote Desktop, IM, case management and bug tracking systems among other tools. Intel Developer Products Division (DPD); Technical Computing, Analyzers, and Runtimes (TCAR). Formerly known as Performance Analysis Tools (PAT) group.
Provided remote and on-site technical support for end-to-end video on demand (VOD) interactive server hardware and software based solutions primarily for large cable television providers. Supported VOD software including business intelligence, content management, billing systems, systems dashboard, and third party integrations. Worked with system redundancy and fail-over. Experience with IBM Linux and Unix based enterprise systems, Xyratex high capacity disk storage devices, and Oracle databases. Knowledge of Motorola and Cisco Systems interactive cable IP/RF infrastructure. Cable set top box troubleshooting and diagnostics. Troubleshooting TCP/IP connectivity. 24x7 rotating on-call troubleshooting of production VOD systems. Effectively troubleshot cable system IP and HFC based VOD control, video content network connectivity, and VOD system components interactivity issues in a fast paced high-availability production environment.