Dan Saylor Email & Phone Number

Foster City, CA, US

- Directed 24/7 global support across three continents, ensuring SLA adherence and efficient escalation management to maintain customer satisfaction.- Improved system monitoring and response times by 66% by implementing proactive incident alerts and training initiatives.- Cut escalated case backlog upwards of 80% by developing a streamlined escalation.

Foster City, CA, US

Foster City, CA, US

Phoenix, AZ, US

• Developed and established end-to-end customer support processes from the ground up.
• Built QA environment for testing customer end-to-end streaming with presentable data logs.
• Created a comparison testing environment to evaluate DLVR in the streaming path to support sales cycle.
• Put forth tools and education documentation for current and future employees.
• Customer on-boarding and education in both pre-sales and post-sales.
• Wrote policies for Critical Incident management for internal and external reporting.

Foster City, CA, US

• Primary technical point of contact for HBO and Turner. Provided live support for all main events and episodes on release night.
• Developed a reporting structure for Turner’s March Madness that is in use today.
• Successful project management of one the largest annual live events that has led to at least 10% revenue increasefrom year to year.
• Usage tracking, configuration, and delivery of complex historical data that allows for a deeper analysis of streamingquality across multiple platforms. This aided sales personnel to increase revenue for complex.
• Understood customers’ business needs and internal structure in order to implement and lead multiple successfulstreaming events and environments. Provided valuable guidance around optimizing delivery and performance for.
• Educated customers on upcoming new products and features.

Foster City, CA, US

• Troubleshooting customer issues relating to streaming media.
• Providing training to new customers on Conviva products and services on-site and remotely.
• Guarantee the technical aspects of a customer’s integration.
• Live support of customer events; including the Royal Wedding, Super Bowl, March Madness and World Cup.
• Provide live troubleshooting analysis should any issue occur during a live event.
• Generate post-event reports providing data and analysis.

• Customer liaison for pre-sales, solution design and post-sales upgrade.
• Coordinated and communicated closely with operations, engineering, network support, product management andaccount management to resolve any customer issues during early phases of implementation and deployment.
• Seasoned and comfortable working with C-Level executives on a daily basis.
• Led integration and transition onto Unicorn platform.
• Understanding of several RSS output feeds for device delivery.
• Product demonstration and training during the onboarding process.

Tempe, Arizona, US

• Customer advocate - managed and assisted over 150 legacy clients.
• Promoted Limelight and generated customer satisfaction through trust and quality services.
• Managed numerous projects and utilized appropriate departments for completion.
• In the first quarter, increased area revenue by 6%.
• Quarterly forecasting for select customer segment.
• Provided regular status updates to senior executives and key stakeholders.

Tempe, Arizona, US

• Defined and led a cross-functional team in the implementation and integration of complex technical projects.
• Fostered a collaborative climate to streamline order processes yielding higher efficiencies in the set-up process.
• Served as the primary technical point of contact for customers such as Microsoft, Netflix and Disney.
• Liaison to Sales, Sales Engineering, Operations, and Technical support teams.
• Final level of escalation – review, verify, and approve technical specifications for customer services.
• Provided customer training for Limelight’s entire suite of services and User Exchange Portal.