Lucas Johnson Email & Phone Number

Seattle, Wa, Us

I lead a global team focused on supporting AWS' most strategic media customers running their mission-critical workflows in the cloud.

Seattle, Washington, Us

Seattle, Washington, Us

San Jose, California, Us

Responsible for developing, and executing Customer Success practice for North America, while leveraging past experience in Service Delivery, DevOps and Technical Support to help build a global governance of the practice within Harmonic.

San Jose, California, Us

Responsible for managing a team of DevOps Engineers who work on cloud-centric microservice technologies for OTT and Broadcast providers of varying size, ranging from Tier 1 mega broadcasters to smaller systems. Versed in Agile methodologies and software development/support cycles surrounding them.Tasked with developing and growing an architecture for Harmonic’s Managed Services platform for Service and Support.Worked closely with Finance on both organizational and company P&L direction and initiatives.Developed organization-wide training material to empower Service and Support to do their jobs. Worked closely with Product Management and R&D to construct meaningful and powerful technical content.Wrote, created and executed many both internal and customer-facing training courses, videos, e-learning modules and webinars specific to both customer solution and product briefs/deep dives. Cross-functional topics; designed to give an end to end as well as deep dive knowledge.Worked closely with Service and Support executives to construct a strategy, vision and ultimately a plan surrounding our core service offerings and strategy. Responsible for managing bugs reported from the field into R&D (Jira, Confluence). Created, managed and maintained cases and reports inside of Salesforce CRM. Developed and constructed a cloud-based, global virtual lab environment, aggregating dozens of Harmonic labs around the world (US, UK, Singapore, France, Israel) – better utilizing resources and saving hundreds of thousands of dollars per year. Conceived, developed and launched AWS-based EC2 pilot ecosystem to run a monitoring, analytics and reporting and service platform as well as got-to market strategy.Mentoring and growing team members in their career paths.Expanded engagement on developing next generation tools for rapid case resolution and removal of high frequency, high-time consumption tasks for Service and Support tasks.

San Jose, California, Us

Passionate and visceral customer advocate. Lead, coach and develop a team of Technical Service Delivery Managers as they work with Tier 1 service and content providers in the US to build the ultimate experience working with Harmonic. Nurture and grow strong relationships with team members and customer executives, engineers and contributors to build trusted advisor roles. Act as escalation and crisis management focal point for high-visibility escalations. Defined escalation communication templates for Harmonic - is now the gold standard used across multiple organizations.Additionally, Manage a team of seasoned veteran engineers at Harmonic (15+ years each) focused on supporting critical and core technologies. Usher and champion high visibility field issues and bugs, and help manage communications to both internal audiences and customers alike. Extensive work in Salesforce.com and the Atlassian suite (Jira, Confluence, etc.). Coordinated and led expert-level training sessions to help educate the Service and Support organization in a deep-dive fashion.Developed custom software tools to expedite Service and Support case resolution velocity. Defined requirements, managed the project and delivered video-based how-to collateral for product release.

San Jose, California, Us

After pioneering the role of Technical Account Manager at Harmonic, the popularity of its success grew. More accounts wanted the top-notch customer experience and overall quality gains within their Harmonic portfolio, and more TAMs had to be added to the team in order to achieve this. In a working manager role, I took over as the Principal TAM for Harmonic, and managed a team of global TAMs (some dotted lines in other regions) to mentor, coach and ensure a consistent deliverable from the TAM role. Created standardization templates for communication practices, processes for handling escalations as well as helping to highlight the very nuanced cultural differences in different parts of the world, and adjusting approaches accordingly.Maintained a primary TAM role for the largest revenue-generating accounts at Harmonic, to help ensure minimal risk exposure.

San Jose, California, Us

Designated as Harmonic's FIRST Technical Account Manager in the company. This role was focused on top Tier 1/Tier 2 customers in helping give them the best possible Service and Support experience for Harmonic. Chairing weekly calls with customer engineering teams, Harmonic R&D/QA/Marketing groups, and working hard behind the scenes to ensure that the customers assigned (Dish, DirecTV, Google Fiber, Bell Canada, Charter, Turner, ESPN, and others...) had stable systems as well as were happy with Harmonic in general. Harmonic Sales teams rely heavily on this role to help "keep the heat" from Support issues away from commercial discussions.Influence-driven results achieved by strong communication and organizational practices and processes. Strong partnerships with executive teams both within Harmonic and customers alike.

San Jose, California, Us

San Jose, Ca, Us

Closed ~1920 customer cases, filed 28 software/hardware defects. Worked on both the LAN Switching and Content Networking teams during this time; currently on the Content Networking team. Team Lead for both the LAN Switching and Content Networking teams while working as an engineer; attended bi-weekly site leads meetings to discuss prevalent issues. Responsible for technical troubleshooting and solving enterprise, commercial and service provider customer problems through the application of advanced knowledge in both the LAN Switching and Content Networking worlds. Performed lab recreates in TAC labs to emulate customer problems in complex situations. If software/hardware defects were found, would file bugs/defects documenting the issue, how to reproduce it. If possible, workarounds were found, and if further development work was needed, escalations were made. Experience with case management tools. Managed backlog of cases with customers. Practiced consistent behaviors in managing cases in terms of action plans, next steps, and work done/to be done. C3 (Cisco Care Center) Ambassador for San Jose TAC – Liaison between Cisco IT and TAC to communicate changes/requests/feature functionality changes for our ticketing/RMA system. Involved biweekly meetings to understand changes and provide input on how to make the process more smooth for our engineers and our customers. Attended Cisco Networkers in Orlando. FL in June 2008. Served as a Design/Assistance consultant. Participated in the “Meet the Engineer” consulting program. Delivered countless chalk talks and formal trainings to both TAC engineers internally within Cisco, as well as presented formal training to Cisco outtaskers. Officially served as a Cisco Mentor to new hires. Guided them through their first year at Cisco, helping them grow and develop into their roles. Was an active member in college recruiting at Santa Clara University representing Cisco Systems.

Palo Alto, Ca, Us