Kevin Colborg Email & Phone Number

Greater Denver Area

Responsibilities: Provide customers worldwide with the highest quality technical support. Respond to customer service inquiries regarding company products, features, and/or services. Trouble-shoot, research, document, and communicate technical issues through case management and knowledge base entries. Facilitates and coordinate repairs (RMA) as necessaryJob activities include: • Provide an advanced level of support to Avid's customers, partners and professional services field staff for Avid’s Interplay PAM (Production Asset Management) infrastructure and broadcast products.• Responsible for managing critical escalations and change management for environments where content security and timely delivery are vital. • Provide off-shift, extended hours support on a rotating basis.• Create, track, and manage cases in Salesforce (CRM).• Build productive internal/external working relationships with 3rd party vendors and OEMs.Results: I have demonstrated consistent quality performance and commitment to the Avid team, ensuring our customers are satisfied and successful. In addition to having a high customer satisfaction rating (year average 3.76 out of 4), I have received (3) Avid Services and Customer Success Awards for my contributions. I participated in the “Buddy Program,” mentoring teammates to develop their skills with Avid Interplay systems.

Greater Denver Area

Responsibilities: Oversaw the on-site commissioning of systems, including hardware and software configurations required by the customer’s specific business needs. As the technical consultant, I provided the expertise in physical requirements, networking, and system architecture. Job activities included: • Conducted onsite commissioning of database (Avid Interplay and Media Manager) and storage area networks (Avid Unity, ISIS 7000, ISIS 5000) utilized by broadcast television stations worldwide.• Tested systems per test plan (or acceptance criteria in specific cases).• Reviewed maintenance guidelines with customers.• Updated the lead Project Manager on commissioning status.• Provided on-air support.• Completed As-Built documentation.• Provided final installation and quality report.• Rack Elevations.• Network Diagram.• Infrastructure IP Matrix.• Software Record.• Maintenance Guidelines.Results: Provided successful implementation of projects for a variety of broadcast and non-broadcast customers, ensuring customer’s satisfaction and success. Generated consistent project deliverables that were aligned with the methodology and service standards outlined by Avid for my position. Delivered projects within budget. Managed all expenses (billable & non-billable).

Greater Denver Area

Responsibilities: Provided technical expertise in the video industry and product support to Avid customers and sales staff worldwide. Job activities included: • Assessed and identified system problems and integration issues.• Provided system upgrades.• Provide out-of-hours support on a rotating basis.• Assisted with licensing and ordering replacement parts.• Provided on-site support as needed. Results: Provided technical support to resolve customer-related issues in an efficient and timely manner. Earned solid reputation for resolving complex issues and providing exceptional customer service. Demonstrated excellent skills in professionalism and responsiveness. In 2003, as my knowledge and skill-set expanded to additional product lines, I took on a concurrent role of Project Engineer.

Greater Denver Area

• Member of peer teams that interviewed and assisted in the hiring of Customer Support Engineer, Lab Technician, Manufacturing Technicians and Test Technicians.• Managed trade shows – responsibilities included coordination, wiring diagrams, shipping, setup and tear-down. NAB 97-98, IBC 98, and Montreux 98.• Assisted in setup and/or tear-down NAB 99-2001.• Demonstration presenter at several NAB trade shows.• Provided technical support for partners and vendors using our equipment at trade shows.

Greater Denver Area

Responsibilities: Provided management support and expertise, to the Avid Test Group, encompassing Unix FreeBSD based Video Servers. These servers included Standard and High-Definition Digital Video Recorders, as well as multi-channel Digital Video Servers, used in broadcast environments for: spot play, program play, automated broadcast operations, program delay and news editing applications. Job activities included: • Managed test team, which included writing and executing test plans, testing current and future products functionality, user interface consistency, integration with other manufactures devices, and adherence to product design specifications. • Entered and tracked defects into bug tracking software, providing follow-up with status reports.• Participated in-progress and product specification meetings.• Acted as an interface between test and engineering departments.• Trained Test Team members (6 total).• Designed lab layout, providing schematic-wiring diagrams; purchased all necessary equipment and managed the building process.• Responsible for maintaining lab functionality and all changes and upgrades. Results: Performed manager and lead test engineer roles for the on-going support of the Avid Test Team. Maintained a low defect rate in delivered products, ensuring reliability and quality standards were adhered to. Managed the inter-operability test activities for applications being introduced into the market. Proactively assessed performance on new systems, early in the development cycle, to ensure targeted performance and functional specifications were achieved. All product and software releases were delivered on schedule, and with no severity 1 or 2 errors encountered.

Greater Denver Area

Responsibilities: Provided technical expertise in the video industry and product support to Pluto Technologies Inc. customers and sales staff worldwide. Created and managed customer contact cases. Reproduced problems in-house and entered reports, as needed. Processed incoming support calls - providing 24/7 support - for worldwide customer base, system integrators, and resellers on complete line of Pluto Media Servers.Job activities included: • Assisted with establishing service support and warranty policies.• Worked closely with the engineering staff in resolving issues reported by our customers.• Assessed and identified system problems and integration issues.• Provided system upgrades and licensing.• Distributed replacement parts to customers and returned defective parts to our manufacturer and OEM venders. Results: Accurately provided information and problem resolutions to customers in a timely manner. Pluto Customer Support was selected by readers of an industry publication for providing the best customer support in the Broadcast industry. Provided input to the Product Manager and Engineering Director with respect to new features needed or requested by customers.

Greater Denver Area

Responsibilities: Managed the initial production and shipment of revenue units from Pluto. Responsible for the presence of accurate inventory for systems assembly + build projects. Ensured the systems were built on-time and fully tested to meet company quality standards. In addition, managed other personnel, on an as-needed basis, to ensure systems assembly deadlines and budget requirements were met. Job activities included: • Creation of the manufacturing lab, including setup and wiring.• Training new personnel on production duties.• Assisted in the transfer of production to offsite manufacture.Results: Managed and assisted with the build and shipping of approximately 75 VideoSPACE and HyperSPACE systems. All units were shipped on time. Provided schematics and wired the manufacturing area of Pluto's offsite manufacture. Assisted in training manufacture personnel, enabling them to begin manufacturing Pluto products according to specifications and on deadline.

Greater Denver Area

Responsibilities: Provided maintenance, repairs, and support of professional video equipment, audio-visual presentation products, and systems for various communication professionals and companies.Job activities included:• Customer support on individual products and small to large integrated systems, some of which were Jones Intercable, AT&T, ABC News One, SCCA. • Repair professional and broadcast video equipment.• Provided trouble-shooting on board and component level.• Assist in the Design and installation of Post and Broadcast facilities, including mobile studios, commercial insertion facilities, corporate board rooms, RF distribution systems, and language labs.• Managed installations to completion- customer sign off.

Education record

Education record