Jay Demercado Email & Phone Number

Atlanta, Ga, Us

Atlanta, Georgia, United States

- Manage and operate media editing and distribution systems, ensuring quality assurance of media content for national broadcasts, achieving 100% broadcasting compliance.- Partner with production teams to prioritize multiple schedules and quick turn-around deadlines.- Collaborate with clients to understand their needs, resulting in improved service and strengthened relationships.- Manage complex technical issues, implement resolutions, and maintain clients' changing needs.- Mentor team members on quality processes and assist in continuous workflow optimization.

Atlanta, Georgia, United States

- Work independently to mix and master audio recordings, ensuring optimal sound quality and balance for music and voice-overs.- Collaborate closely with content creators and artists to achieve their creative vision and meet project objectives.- Technical expertise in Digital Audio Workstations (DAWs) such as Pro Tools, Ableton Live, and Logic Pro X to resolve audio-related challenges, ensuring the highest level of audio fidelity.- Manage project timelines, budgets, and client communications resulting in successful project completion.

Alpharetta, Georgia, United States

- Liaison between business and developer stakeholders, executing 50+ technology projects/software fixes annually, yielding $5M+ YOY business savings.- Led meetings with stakeholders to validate project requirements, scope, testing, acceptance, and deployment.- Documented use cases and project requirements to define initiatives from initial concept to completion.- Led remote cross-functional teams to facilitate weekly; UAT, project prioritization, and defect ticket tracking.- Developed presentations and analyses for non-technical leadership stakeholders, effectively communicating insights.- Strategically tracked an average of 30-40 wireless defect tickets weekly for the technology team, maintaining a 98% service level rating across all business units.- Conducted extensive user acceptance testing of new projects and bug fixes, identifying and reporting over 100 bugs to engineering teams, resulting in an annual reduction in reported issues by 15% and increased customer satisfaction.- Experienced in Software Development Life Cycles (SDLC) methodologies Waterfall, Scrum, and Agile.

Alpharetta, Georgia, United States

- Developed and executed training programs to enhance team members’ technical skills and knowledge.- Monitored and reported on team performance metrics, contributing to an 18% decrease in technical support escalations.

Hartford, Connecticut Area

- Triaged complex technical issues related to wireless software, hardware, and billing in a fast-paced contact center.- Technical Subject Matter Expert (SME) contributed to updating the Verizon Wireless troubleshooting knowledge base.- Promoted to team lead, guiding ten technical support professionals fostering a culture of teamwork and resilience.- Spearheaded improvements resulting in a 15% increase in 1st call resolution rates through dedication to customer care.