Experience

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  Flow Webinar

  • Columbus, Ohio Area

  • Head of Customer Success

    • Mar 2019 - Dec 2020
    • Columbus, Ohio Area

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  Webinato by omNovia Technologies

  • United States
  • IT Services and IT Consulting
  • 1 - 100 Employee

  • Technical Account Manager

    • Oct 2015 - Dec 2020

    In addition to my previous responsibilities as Customer Support Manager, I now have the following additional duties:Assist high-priority clients with various technical and organizational concerns when using the Webinato serviceProvide guidance and best-practices to clients for making the most successful webinarsFurther overhaul the Technical Support structure to better serve our clients. This includes streamlining the support path for clients so they can get the help they need in the most efficient ways possible.--More information about Webinato:As the inventor of automated webinars, Webinato offers you the most powerful platform that enables you to go beyond simple PowerPoint + Audio and create more engaging virtual training and marketing webinars. Webinar Automation means you will be able to rerun your webinars multiple times in a fully interactive mode as if they were live! Engaging your attendees with Webinato’s unique interactive tools leads to more successful events.

  • Customer Support Manager

    • Jun 2014 - Oct 2015

    While working as the Customer Support Manager for omNovia Technologies, I had the following responsibilities:Managed and provided direct phone and in-room tech support for various aspects of our webinar platform to our premium clients and their customers. I also provided personal on-site support for many live webcast events, which included A/V setup as well as live production coordination with event planners and other event staff.Managed all Level 1 and Level 2 staff members and provided internal training to the Level 1 managers on how to support the platform.Upgraded the support system to a new, web-based system and provided training to all staff members on its use. i also designed new support procedures for this new system to help make supporting the platform easier for all omNovia staff.Produced video content for posting on our website including training videos, product introductions and specialized webinar content, along with other printed and digital graphic assets used in our website and platform.

  • Level 2 Technical Support

    • Nov 2013 - Jun 2014

    While working as a Level 2 Support Technician, I was tasked with the following daily responsibilities:Monitor all incoming support requests via our ticketing system, and make sure responses were sent from our Level 1 Technicians in a timely and professional manner. I also monitored the quality of the responses and tracked how each solution was received by the customer and did a follow up with them, when necessary.Accept all phone calls to the Customer Support line and provide assistance directly to clients and their customers.Work with the other members of the omNovia team on improving the support experience for both omNovia employees as well as all of omNovia clients.

• 

  Young & Rubicam

  • Post-Production Coordinator/IT Specialist

    • Aug 2008 - Jun 2012

    Configured and maintained three Facilis TerraBlock shared storage servers and a Digital Rapids video encoding server. Also fielded support questions from editors and other clients regarding these servers on a daily basis.Configured and maintained all hardware/software in the primarily Mac-based facility, including edit stations, client stations and networked file servers. Also provided hands-on client support regarding these installed systems on a daily basis. This included troubleshooting network and TerraBlock server issues related to the use of Final Cut Pro/Avid/Pro Tools.Configured and maintained the internal network connecting all of the edit suites in order to ensure a fast and reliable data connection across the facility. All stations were interconnected using Apple, Microsoft and Cisco technologies.Configured and supported a Final Cut Server installation, which was used as a video library at Level 2.Worked directly with agency executives and creative directors in creating content for a multi-screen digital signage wall in the 6th floor lobby of Y&R NY headquarters. Also set-up and maintained the screens and all associated hardware/software for the wall and provided hands-on support as needed.Collaborated on the design and implementation of Level 2 Workspace for the new Y&R NY Headquarters (for 2013). Assisted manager in budgeting for equipment that will be used in this project.

• 

  University of Rochester

  • United States
  • Higher Education
  • 700 & Above Employee

  • Multimedia Lab Coordinator

    • Jan 2007 - Jun 2008

    Supported College faculty and assisted in the integration of New Media into various class projects. This included taping and editing Senior Design videos for Biomedical Engineering, digitizing and archiving videos and other projects. Also advised faculty on technology solutions for classes and presentations.Supported office LAN and printer network. Included troubleshooting problems with the network, fixing problems as appropriate and connecting faculty to our lab network.Provided desktop support to College faculty. This included on-site calls to their offices, as well as in-lab help for portable computers and other devices, including Blackberries, PDAs, etc. Managed loaner equipment for the College faculty computer lab using PerlCal.Compiled usage statistics for the College faculty computer lab using Microsoft Excel.Assisted Classroom Technology Services in the set up a VBrick system to record and broadcast 2006-2007 University Basketball, Volleyball and Football home games. The games were also webcast live and available for viewing via a link on the University Athletics Site.

  • Ed Tech Center Technical Resource Assistant and Student Staff Supervisor

    • May 2001 - Dec 2006

    Primary technical resource with regard to hardware and software issues for the student staff and Educational Technology Center customers. Provided phone support on technical issues for customers using Ed Tech Center checkout equipment.Managed student staff schedules and kept daily usage statistics for all public and faculty lab machines at the Ed Tech Center.Designed and implemented various training modules for student staff, including hardware/software support for faculty/students and A/V setup. These modules were part of the student's Annual Personnel Training, and are still in use today.Worked closely with Classroom Technology Services in setting up computers and A/V equipment in many classrooms across campus. Also supported them with technical advice regarding some of the classroom setups.Completed various other projects as assigned/needed, including but not limited to weekly student staff training, computer lab maintenance, opening and closing the lab, staff discipline, and planning various student staff events.