Jeff Ashman Email & Phone Number

United States

Atlanta, Georgia, United States

Atlanta Metropolitan Area

Hired by Cisco and then transitioned when acquired by Synamedia. Employed at Synamedia through the end of 2021.Planned tier 1, 2 and 3 customer support for Fortune 500, global customers, including Viacom, Time Warner, A&E, HBO, and Turner Network Television (TNT). Evaluated and severity for each case (1 through 4) and followed predetermined protocols based on severity and impact. Partnered with engineering teams to identify and repair problems. Encoded, encrypted, modulated and upgraded… Show more Hired by Cisco and then transitioned when acquired by Synamedia. Employed at Synamedia through the end of 2021.Planned tier 1, 2 and 3 customer support for Fortune 500, global customers, including Viacom, Time Warner, A&E, HBO, and Turner Network Television (TNT). Evaluated and severity for each case (1 through 4) and followed predetermined protocols based on severity and impact. Partnered with engineering teams to identify and repair problems. Encoded, encrypted, modulated and upgraded associated hardware and software for multimillion-dollar accounts.▶ Coordinated with team to complete high volume of tickets, earning high customer satisfaction ratings.▶ Served 200+ clients through remote access; resolved problems and completed upgrades to software and hardware.▶ Created laboratory to replicate, test and solve customers’ technology and equipment problems. ▶ Reviewed customer cases with internal and external stakeholders.▶ Prioritized ongoing education and training, staying up to date in hardware and software developments.Key Projects:▶ Relocated office equipment and laboratory three times with minimal impact on services to customers.▶ Repaired flaws for major customer through coordination of SSD replacements for Digital Content Manager hardware.▶ Assisted server and software OS upgrades remotely at multiple customer location sites. Show less

Atlanta Metropolitan Area

Hired by Insight Global as contractor with Cisco.Advised customers by phone and through remote connectivity, gaining access and resolving problems on PNC, PowerVu Network Control and other hardware and software systems. Encoded, encrypted and upgraded systems as needed.▶ Boosted customer satisfaction and minimized staff errors by quickly learning new technologies and filling critical role.▶ Reduced customer wait times and accelerated service completion within the… Show more Hired by Insight Global as contractor with Cisco.Advised customers by phone and through remote connectivity, gaining access and resolving problems on PNC, PowerVu Network Control and other hardware and software systems. Encoded, encrypted and upgraded systems as needed.▶ Boosted customer satisfaction and minimized staff errors by quickly learning new technologies and filling critical role.▶ Reduced customer wait times and accelerated service completion within the department.Key Project:▶ Reconfigured more than 2,000 customer licenses. Achieved zero errors in conversions and positive customer feedback. Show less

Atlanta Metropolitan Area

Hired at Convergent Media Systems and transitioned to Technicolor and then Sony.Directed team of five project engineers to support installation of new and existing business education systems and digital signage systems for corporate and government clients. Transitioned work and team through two company acquisitions. Planned and monitored team schedules, serving high-profile, large-scale customers. Installed and maintained audio, video and data equipment. Responded quickly to customers… Show more Hired at Convergent Media Systems and transitioned to Technicolor and then Sony.Directed team of five project engineers to support installation of new and existing business education systems and digital signage systems for corporate and government clients. Transitioned work and team through two company acquisitions. Planned and monitored team schedules, serving high-profile, large-scale customers. Installed and maintained audio, video and data equipment. Responded quickly to customers problems and resolved signal quality and connectivity issues. Optimized team productivity to increase company revenue and elevate customer relationships.▶ Drafted Statements of Work (SOW) to define project, deliverables and timeline, setting clear expectations with clients.▶ Coordinated with external vendors and internal departments to plan and complete installations and upgrades.Key Projects:▶ Austin City Limits: Completed extensive, four-month project, requiring complex, advanced coordination between multi-monitors and advanced audio installation. Analyzed and troubleshot wireless networks, identifying and removing WiFi noise and preventing interruptions in broadcasting.▶ Post 9/11: Established emergency disaster recovery site outside of NYC within hours to support lost infrastructure for financial institution. Restored critical financial data within hours; duplicated full system within one week. Show less