Dedicated Mediakind assignment to a major US broadcast account.• Successfully managed large US project deployments to transition the customer from existing multi-generational hardware to software encoding platforms while ensuring uninterrupted content broadcasting by major broadcaster (~10-20M subscribers). This delivered the latest efficiencies, enhancements and security updates to the customer platforms.• Management of dedicated team for ongoing day-to-day account support for multi-generational hardware and software encoding equipment as used by a major US broadcaster for satellite and live content distribution. (~10-20M subscribers).• Responsible for account support escalation management, prompt technical issue resolution and management, service level fulfilment, adherence to service level agreement, service contract renewals as well as undertaking regular business and operations reviews for the assigned account.• Stakeholder management involving multi-group, multi-level management and personnel (both customer and Mediakind) to ensure project deliveries and services provided were of the highest quality.• Continued development and strengthening of the customer partnership to the benefit of both (customer, Mediakind) organizations. Championing of the customer cause within Mediakind.

An extension of originally, a year-long US project management assignment due to business expansion and continued development of key, large US broadcast customer account:• Successfully managed multiple large project deployments of four generations of hardware encoding platforms used for satellite and live content distribution by major US broadcaster (~20M subscribers). Each subsequent deployed generation provided increasing customer efficiencies (e.g. reductions in cost) and enhanced operational improvements.• Onboarded and managed a team of dedicated local and remote field service engineers and project delivery personnel (including implementation of comprehensive training to enhance existing skillsets for both groups). • Successfully managed ongoing support of four generations (including multi-generational platform support) of deployed encoding equipment used for satellite and live content distribution by large US broadcaster (~20M subscribers). Improved customer support efficiencies achieved through proactive monitoring implementation, improved response, restorative and corrective actions with dedicated account team personnel. • Enhanced business processes and proactive communication to develop and grow customer relationship by implementing regular business and full operational reviews (multi-levels, multiple departments of company and customer personnel). Improved escalation management response processes to incorporate post-escalation reviews and lessons learned for continuous improvement. Ensured fulfilment of service level agreements and adherence to key performance indicators, undertaking financial reporting and stakeholder management assuring expectations and goals were fully aligned and met.

Delivery of multiple small and medium-scale international projects to customers within the Broadcast industry. An extended assignment in Australia included additional responsibilities of:• Providing day-to-day management of the local Customer Support team.• Providing solutions and operational account management to a variety of customers within the APAC region.• Full participation in Technical Customer Support role (i.e. 24-hour on-call duty, comprehensive reporting of problems/troubleshooting/solutions, and liaison with all levels/departments (customer and employer)).

Provision of Customer Service solutions within the European Industrial Graphics and Imaging Industry (including RAF Tornado Simulators, underwater missile systems and London Air Traffic Control Centre).

Provision of technical solutions to customer issues within the Semiconductor Manufacturing industry, training of customer personnel, extensive first/ second line 24-hour solutions specialist.