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Technical Support Representative Resume

Billerica, MA

SUMMARY:

  • Technical Support Analyst with extensive experience in delivering IT and product related support and assistance in time critical environments.
  • Experienced in all areas of news broadcasting and live on - air productions environments
  • Proficient in numerous Avid products in both operational and support aspects
  • Experienced with CRM applications such as SAP and Salesforce
  • Windows XP, Vista, Win 7, and Mac systems
  • Experience with virtual environments- VMware, VirtualBox
  • Technical environment support - skilled in delivering client support both remotely and on site. Knowledgeable in multiple hardware, software applications as it pertains broadcasting
  • Build, repair, and troubleshooting of hardware for computer workstations - clients and servers
  • Provided expertise in testing hardware and software for SQA
  • Experienced with meeting deadlines for client projects
  • Skilled in team management and project leadership
  • Perform extremely well under tight deadlines
  • Continued education in existing technologies and business trends to ensure customer success and profitability.
  • Proficient in the utilization of multiple camera formats including beta, DVC/Pro, P2, XDcam, and RED

EXPERIENCE:

Confidential, Billerica, MA

Technical Support Representative

Responsibilities:

  • Analyzed, documented and owned client related hardware, software and related issues.
  • Controlled and owned all support issues, including leading communication between the client, engineering, support and sales if escalated, until the resolution has been presented.
  • Provide assistance in SQA testing for Confidential product line, mainly the company s flagship software application.
  • Documented client issues using Salesforce.com.
  • Delivered client focused technical support for Confidential applications and hardware.
  • Support of hardware devices include servers, I/O equipment, routers, etc.

Confidential, Tewksbury, MA

Customer Success Representative

Responsibilities:

  • Analyzed, documented and owned client related hardware, software and related issues.
  • Documented client issues using CRM applications including SAP and Salesforce.com.
  • Delivered client focused software technical support for Avid applications.
  • Supported applications included: MediaComposer, Newscutter, EDL Manager, Filmscribe, Metasync, Metafuze, Media Log, Avid Log Exchange, and Avid DVD by Sonic.
  • Supported Avid external storage devices, Avid Mojo and Nitris hardware, across multiple Operating Systems and platforms.
  • Controlled and owned escalated issues and lead communication between the client, engineering, support and sales, until the resolution has been presented.
  • Assisted in providing technical support for Avid network storage (NAS) products.

Confidential, Pittsburgh, PA

Newscast Director/ Technical Director

Responsibilities:

  • Supervised production staff and oversaw technical operations involving station newscasts.
  • Delivered pre and post production elements including all graphics and video content.
  • Executed and scheduled in conjunction with segment producers, show content within allotted time slots.
  • Directed and delivered daily TV newscasts, which included directing on - air talent and production staff.
  • Promotions Producer/ Editor
  • Worked with clients to determine and deliver ideas for developing successful commercial; promotions.
  • Wrote, shot, and edited commercial material for clients as well as station promotions including programming content and special events.

Confidential, Birmingham, AL

Newscast Director/ Technical Director

Responsibilities:

  • Directed and edited entertainment segment, distributed to all 58 Sinclair Broadcasting Stations.
  • Supervised production staff and oversaw technical operations involving station newscasts.
  • Delivered pre and post production elements including all graphics and video content.
  • Executed and scheduled in conjunction with segment producers, show content within allotted time slots.
  • Directed and delivered daily TV newscasts, which included directing on - air talent and production staff.
  • News Videographer

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