James Herrick Email & Phone Number

Minneapolis, Mn, Us

Bloomington Mn

Greater Minneapolis-St. Paul Area

• Receive support request emails/tickets from MediaBeacon customers in SalesForce.• Troubleshoot customer issues, answer questions, reproduce bugs and file with Development while maintaining Service Level Agreements.• Support customers that utilize SaaS environments and on-premise installations.• Support Aspera transfers, S3 file storage and API based functions.

Greenwood Village, Co, United States

-Planning and implementation for EC/DNCS systems in Charter/Spectrum footprint-Channel drops, adds on Mystro Digital Navigator, Passport and SARA systems-Configuration on EC/DNCS systems - session setups, QAM frequency changes, packaging

Englewood, Co

-Support legacy guide platforms including iGuide, Passport and SARA-Support EBIF systems including User Agents, applications and servers

Greenwood Village, Co

Actively and consistently support all efforts to simplify and enhance the customer experienceAdvanced configuration and support of Video On Demand systemsIdentify, resolve and escalate as required operational and design issues through data analysis and recommend solutions to make systems more efficient.Work with the field on the implementation of network related projects and other standardization efforts. Work with vendors and Engineering to resolve issues and design flaws. Perform detailed problem diagnosis, track and update problems in trouble ticketing system. Develop problem resolution procedures required to meet serviceability requirements.

Greater Denver Area

Contracted to assist Charter with the transition of multiple systems from the TWC/Comcast merger into the Charter footprint.Cable Guide Subject Matter Expert.Searched and analyzed data for valuable and useful information relating to the merger as it applied to Charter infrastructureCreated gap analyses for incoming equipment and software functionality relating to Charter’s existing hardware and software.Created high-level test plans for testing hardware and software that is new to Charter.Reviewed Charter’s existing test cases and suggested areas on which to focus testing relating to the transition.

Greater Denver Area

Create, write and execute test cases in TestRail for the I-Guide product.Track bugs found using Jira and Version One.Set up testing environments.Added, provisioned, authorized and downloaded software to set-top boxes using Motorola’s Digital Addressable Controller.Assisted lead with gathering information for Test Plans and Test Reports.Referenced requirements documents to validate observed software behavior.Assisted developers by reproducing issues and looking at serial output from set-top boxes.Certified Scrum Master as of 4/16/14

Greater Denver Area

Contracted to Comcast National Engineering Organization from 3/10 – 12/11.Support lab environment for testing cable hardware.Upgraded, maintained and administered the Cisco Digital Network Control System which included lineup changes, adding new channels, provisioning and authorizing set-top boxes and CableCARDs and simulating conditions for negative test cases.Work closely with QA Engineers and vendors to meet testing deadlines, assisting when needed.

Customer Service - Milwaukee WI - 2000-2002Master Control - Ad Sales - Milwaukee WI - 2002-2003Broadband Network Group - Milwaukee WI - 2003-2008Tier III - Broomfield CO - 2008-2010

Bachelor'S, Mass Communication

Activities and Societies: KUWS - DJ and co-director of The Dean's List alternative music show.

Computer Science