Feb 2022 – Mar 2025 · 3 yrs 1 mo · Dallas, Texas, United States

• Proactively led tactical and strategic review activities for assigned clients to reduce costs and enhance security
• Deeply analyzed workloads and reported issues; recommended tailored offerings to avoid/mitigate risks and reduce costs.
• Proactive cost optimization, architectural, and operational reviews, reducing costs by an average of 35% across assigned customers

Feb 2021 – Feb 2022 · 1 yr · Dallas, Texas, United States

• Drove customer cases to resolution using internal tools, investigating reported issues and escalating as necessary
• Engaged with premium support customers via chat, phone, email, video sessions and in person.
• Actively, attentively and listened to customer concerns and requests

Nov 2016 – Feb 2021 · 4 yrs 3 mos · Centennial, Colorado · Hybrid

• Subject Matter Expert (SME) in NBC Universal’s hardware, broadcast automation software, and various 3rd party integrations (Linux, Windows, Mac, SQL); 60% reduction in system issues over 3 years.
• Led management of user support issues via chat, call, email, text, and in person with a goal of single touch handling of support requests and issue resolution.
• Actively built relationships with various departments, gaining trust and ensuring ability to assist with future issues.
• Actively collaborated interdepartmentally to gather, investigate, and report issues, bugs, feature requests and user feedback, using empathetic user-first methodology: reduction of response times by 43% over 2 years.
• Actively monitored industry trends, software offerings, and methodologies to improve usability and continuously improve support service.
• Creation and maintenance of Wiki articles, SOPs, troubleshooting documents, and FAQs, increasing documentation by 30%.
• Participated in interview rounds as an interviewer

Sep 2015 – Nov 2016 · 1 yr 2 mos · Greater Atlanta Area · Remote

• Led management of automation system/SQL databases; shared responsibility for 2 additional automation systems
• Led management of user support issues via chat, call, email, text, and in person with a goal of single touch handling
• Actively built relationships with various departments, gaining trust and ensuring ability to assist with future issues.
• Close interdepartmental collaboration to gather, investigate, and report issues, bugs, feature requests and user feedback, using empathetic user-first methodology.
• Actively monitored industry trends, software offerings, methodologies to improve usability and continuously improve support service. Reduction of usability issues by 19% and reduction of support response times by 34% over 1 year
• Creation and maintenance of Wiki, SOPs, troubleshooting documents, and FAQs, increasing documentation by 70%.

Feb 2013 – Sep 2015 · 2 yrs 7 mos · Coppell, Texas, United States · On-site

• Singularly managed assigned clients, overseeing hosted clients, 3rd party integrations, applications and SQL databases
• Management of user support issues via call, email, and in person with a goal of single touch handling of support requests and issue resolution.
• Actively built relationships with various departments, gaining trust and ensuring ability to assist with future issues.
• Close interdepartmental collaboration to gather, investigate, and report issues, bugs, feature requests and user feedback, using empathetic user-first methodology.
• Constant refresh of industry, software offerings, methodologies to improve usability and continuously improve support service.
• Creation and maintenance of Wiki, SOPs, troubleshooting documents, FAQs, increasing documentation by 90%.

Nov 2010 – Feb 2013 · 2 yrs 3 mos · Las Vegas, NV · On-site

• Subject Matter Expert (SME) and sole technical manager overseeing and maintaining software, hardware, automation systems, and SQL databases
• Led management of user support issues via chat, call, email, and in person with a goal of single touch handling of support requests and issue resolution.
• Actively built relationships with various departments, gaining trust and ensuring ability to assist with future issues.
• Close interdepartmental collaboration to gather, investigate, and report issues, bugs, feature requests and user feedback, using empathetic user-first methodology. Reduction of usability issues by 27%
• Constant refresh of industry, software offerings, methodologies to improve usability and continuously improve support service. Reduced resolution times by 31%
• Creation and maintenance of Wiki, SOPs, troubleshooting documents, FAQs, increasing documentation by 57%.
• Participated in interview rounds as an interviewer

Aug 2007 – Nov 2010 · 3 yrs 3 mos · Lakewood, CO · On-site

• Deployed and troubleshot highly technical broadcast automation systems, their SQL databases, and third-party integrations
• Configured servers and software with a focus on identifying potential inherent and residual risks
• Developed risk avoidance and/or remediation strategy and monitoring activities gauging success
• Identified needs, wants and pain points, using user-first research and applied to risk analysis and remediation strategy
• Served as the dedicated liaison between internal and external stakeholders
• Interacted with vendors and cross-functional teams

Mar 2006 – Aug 2007 · 1 yr 5 mos · Telecommute · Remote

• Led field installation projects, overseeing configuration of servers and software
• Developed risk avoidance and/or remediation strategy and monitoring activities gauging success
• Generated comprehensive system diagrams, configuration worksheets and site reports
• Created process and operations documentation
• Provided regular updates and recommendations to both internal and external management
• Identified needs, wants and pain points, using user-first research and applied to risk analysis and remediation strategy
• Interacted with vendors and cross-functional teams

Dec 2004 – Mar 2006 · 1 yr 3 mos · Sterling, VA · On-site

• Managed installation, maintenance, and troubleshooting of broadcast automation software, servers, their SQL databases and 3rd party integrations
• Managed troubleshooting, maintenance and dedication activities of media archival systems
• Sole Automation Manager providing detailed reports on systems workflows and solutions to enhance reliability and performance
• Offered dedicated on-call support 24/7/365 for engineering, operations and senior leadership
• Applied analytical skills to identify trends and patterns, provided remediation and advised on best practices.
• Identified needs, wants and pain points, using user-first research and applied to risk analysis and remediation strategy
• Developed risk avoidance and/or remediation strategy and monitoring activities gauging success
• Interacted with vendors and cross-functional teams
• Participated in interview rounds as an interviewer

Sep 2000 – Dec 2004 · 4 yrs 3 mos · Englewood, CO · On-site

• Installed, configured, troubleshot, maintained, and managed software/hardware and 3rd party integrations
• Developed risk avoidance and/or remediation strategy and monitoring activities gauging success
• Regularly communicated findings to middle and senior management.
• Developed system workflows and solutions, leading in the management, training, and mentoring of staff
• Evaluated processes, wrote documentation, and provided strategic recommendations to management
• Offered on-call support 24/7/365
• Management of operations employees and performance reviewing.
• Interacted with vendors and cross-functional teams
• Participated in interview rounds as an interviewer