Director of Streaming Network Operations

• Jul 2022 - Present

Develop and execute the strategic vision for our streaming network operations, aligning it with the overall company objectives.Manage and optimize the network infrastructure to support high-quality streaming services, including content delivery, encoding, and distribution.Lead, mentor, and inspire a team of network professionals, setting clear goals and priorities for the department.Implement robust monitoring and maintenance processes to ensure 24/7 uptime and immediate response to network issues.Plan and execute network expansion strategies to accommodate growing audiences and evolving technology requirements.Oversee quality assurance processes to ensure the highest standards of audio and video quality for streaming content.Ensure the security and compliance of our streaming network operations, including data protection and privacy regulations.Collaborate with vendors and partners to secure necessary infrastructure and services, and managing relationships. Show less

Streaming Technical Support Supervisor

• Feb 2014 - Present

Capture, encode, and deploy streaming video content in Windows Media and Flash video formats.Respond promptly and professionally to customer inquiries, providing technical support and assistance as needed.Monitor and analyze audio and video quality for multiple networks and simulcasts simultaneously.Utilize our database system to manage scheduled events and track customer inquiries.Collaborate efficiently with colleagues and various departments to ensure the smooth operation of streaming services.Log discrepancies, document issue resolutions, and maintain a history of all cases for quality assurance purposes.Troubleshoot and resolve technical problems related to program kiosks and printers as required. Show less

Streaming Tech

• Feb 2009 - Feb 2014

Manager, Network Analysis & Customer Care

• May 1997 - Jul 2009

Provide immediate response to critical situations, ensuring swift action to address issues and minimize service disruptions. Service Monitoring: Continuously monitor voice and data services to proactively identify and resolve potential problems. Perform triage assessments to quickly diagnose and prioritize issues for resolution. Demonstrate full knowledge of end-to-end voice and data services, including RF, network, telephony, and carrier systems, as well as TCP/IP and VoIP technologies. Interface with specific third-party vendors when circuit or system outages occur, collaborating to resolve issues effectively. Exercise judgment within defined procedures to achieve timely issue resolution while ensuring customer satisfaction. Provide direction and guidance to customers, technicians, and team members during the troubleshooting process. Coach and mentor shift members regarding their day-to-day troubleshooting activities. Play a key role as a member of the formal training team, assisting in the training and development of other NOC staff members. Support NOC operations as needed to meet overall department objectives. Show less

Manager Technical Support- Web Design

• 1997 - 2009

Assist customers with technical issues related to website hosting, site building, designs, and customer modifications in a prompt and effective manner. Supervise and manage a team of 30 or more employees, ensuring they provide excellent customer support and meet performance targets. Oversee various operational aspects, including employee files, production, payroll, and ecommerce transactions involving PayPal, MasterCard, American Express, and Visa. Ensure that all customer interactions, including inbound and outbound calls, emails, and live chats, are thoroughly noted and documented by representatives. Assist in training new employees, teaching them how to use software tools effectively to assist customers. Conduct daily, weekly, and monthly reviews of employee performance, maintaining a strong focus on quality assurance. Inform new employees about current policies and procedures, and keep call center representatives up to date on software changes and updates. Show less

Assistant Customer Service Manager- Customer Service Rep

• 1997 - 2009

Process and resolve customer issues promptly, ensuring a high level of customer satisfaction. Re-educate customers on any issues they may be experiencing with their current service, providing guidance and solutions. Perform data entry tasks accurately and efficiently, maintaining detailed records of customer interactions and transactions. Utilize my call center experience to handle a high call volume, managing both inbound and outbound calls, averaging 150-200 calls per day. Enter trouble tickets to dispatch technicians for additional repairs as needed. Perform customer account reconciliation to ensure accuracy and resolve billing discrepancies. Assist with sales activities and up-selling services to customers when appropriate. Provide support in payroll-related activities and assist the manager as needed. Adjust rates for services as required to meet customer needs and company policies. Convert local and long-distance services via ASRs to ILECs (Incumbent Local Exchange Carriers) for both business and residential customers. Assist with accounts that range from current status to highly delinquent, seeking the best possible resolution for each account. Show less