- 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 workflow to work inline with engineering cycles.- Developed customer-centric KPIs that reduced open-to-close times, enhancing transparency, and customer engagement with clear metrics.- Top KPIs tracked included; first response times, escalation/deflection rates, update frequency, resolution rate, and SLA compliance.- Led cross-functional feedback loops with engineering and product teams, achieving a 70% reduction in time-to-resolution through customer insights.- Streamlined critical incident communication by integrating customer-facing notifications across email, Slack, and in-product alerts, cutting notification times by 86%.- Reduced engineering escalation rate by 20% by aligning training programs to data-driven insights on customer needs and support trends.

• 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.

• 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 reporting by 25%. •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 thecustomer’s content.• Educated customers on upcoming new products and features.

• 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.• Provided 24-hour customer support to ensure quality of product.• Generate customer loyalty and trust with Unicorn through excellence in quality assistance.

• 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.

• 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.• Wrote technical training documents for several Limelight tools systems and provided guidance and mentoring for staff.• Deep understanding of Content Delivery Network (CDN) services and architectures.• Proficient in computer networking and acted in systems/engineering support role.