Kevin Moore Email & Phone Number

Auburn, Wa

• Provide technical support via e-mail, phone, chat, and forums to customers in the public, private, and education sectors on Windows and Linux servers• As the FFmpeg subject matter expert provide help and guidance regarding the usage of that tool for debugging customer content, both live and VOD, as well as answer encoding and workflow questions when they arise• Replicate customer issues• Escalate customer issues when needed• Route customer tickets to appropriate queue or group

Seattle, Wa

• Engaged with media and server teams to diagnose streaming product defects• Diagnose and troubleshoot nuanced performance issues spanning multiple components• Used analytical techniques to efficiently and effectively resolve tier 3 support incidents in the field• Interact with customers ranging from high level decision makers and IT staff to college students and business professionals• Support ticket management and escalation process working closely with engineering team in reporting and tracking software bug resolutions

Seattle, Wa

• Collaborate with Sales Group providing technical expertise and relevant information to potential customers during pre-sale engagements• Effectively communicate highly-technical issues regarding success of proposed projects to management and end-users• Ability to predict bottlenecks, provide escalation management, and make tradeoffs to balance business needs against technical constraints to meet committed timelines• Frequently monitor the industry solution landscape and identify opportunities the team's solution architecture• Manage key global strategy applications• Serve as onsite encoding expert and key point of contact for customer support • Effectively manage customer relationship, expectations, and deliverables

Seattle, Wa

• Provide 24/7 Server support for customers in the public, private, and education sectors on Solaris 10, Red Hat Linux, and Windows Server • Address system function anomalies, onsite diagnostics and end-user questions/issues• Hands-on experience in the design, configuration, customization, integration and implementation of server load test environment from inception through implementation• Manage virtual environments storage in terms of maintenance and utilization of lab resources• Engage and influence business and technical leaders participating in deep architectural discussions to ensure solutions are designed for business optimization, customer satisfaction, and successful deployment• Onsite encoding expertise provided to all internal and external customers as well as multiple external partners with regard to encoding H.264 video with stereo AAC audio using FFmpeg

• Support Video Gaming Devices (VGD) hardware and networking installation, configuration, testing, and maintenance• Assist senior level engineers by performing hands on hardware troubleshooting of VGD systems and cabling within the data center environment• Provide hands on support of hardware troubleshooting, migrations and installations while working towards zero downtime

• Utilize LYNX proprietary software with Microsoft Excel to review, scan and match patient record documents for client coding issues documentation• Designed methods to streamline electronic upload of patient records from clients using varying methods of delivery• Establish protocols to resolve patient record processing to optimize client satisfaction and productivity• Document procedures and processes for consistent data transfer methods

• Provided support for full-time staff on phones, filing, data entry, mail sorting, and distribution, faxing, and special projects as required. Reported to multiple managers and supervisors, as needed, to ensure timely completion of projects.• Sorted mail received from the US Postal Service, private mail delivery vendors, UPS and Federal Express. This required rapid determination of where letters and packages needed to be distributed to.• Data entry required accuracy (95%), speed (80 WPM) and the ability to multi-task in a customer focused environment.

• Provided security services to Puget Sound Energy during a layoff of personnel. Maintained on-site security for airport construction project. Provided on-call security services as needed throughout King County.• Maintained detailed status/logs of facilities.

• Provide end user basic computer skills and training sessions for business efficiencies • Negotiate, manage and monitor technology vendor service providers to ensure delivery of contracted service and product deliverables • Maintain PCs, printers, and servers while performing multiple daily tasks and resolving potential system failures

• As a Computing Systems Analyst, worked with Alaska Airlines to develop a server that met their company needs. This required extensive communication regarding their business requirements and hardware capabilities.• As a System Administrator, fielded telephone calls from facilities located around the globe to support the Boeing On-Line Data (BOLD) computer system following established guidelines. Maintained comment fields in system configuration files and assisted other administrators in the use of Microsoft Windows 98. The position required on-the-spot diagnosis and correction of the hardware, software, and operating system (Solaris 2.3) that composed the BOLD system. Total number of users supported was over 150,000. All issues were documented/tracked using in-house software.• Met with multiple groups within Boeing that required our services. This necessitated meeting deadlines for customers, analyzing and correcting system problems and negotiating Terms of Service with vendors.

Knowledge Of Computer Hardware, Software, And Operating Systems., Computer Tech Support

Activities and Societies: Technical Support, CharityRan BBS from 1990 to 1992. Learned Slackware 95, connected that to the internet.

Diploma, Computer Programming, General Studies

Activities and Societies: Marching bandTook every computer class the school provided at the time. Three years in marching band.