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Responsible for Tier 4 engineering activities that maintain and enhance the company's video transportation and delivery systems. This is a multi-tiered design/development & support role that interacts with Video Product & Video Operations Teams, CPE manufacturers, and Supply Chain to provide video solutions. The role is responsible for participating in the development of technical architectures and direction across a set of internal business applications, leading cross functional technical development efforts, delivering business critical projects while maintaining high morale, managing the operational activities in an efficient and professional manner and ensuring all team targets are met.DUTIES AND RESPONSIBILITIESParticipate in the testing of new firmware, software, and hardware supporting Charter’s video solutions.Implement test plans to validate functional, performance, and business requirements provided by product and engineering teams for video acquisition, processing, and encoding solutions.Participate in the evaluation, selection, and deployment of new test tools and automation frameworks.Provide timely and accurate information and status updates to functional leaders.Provide day-to-day leadership, mentoring, and technical guidance to team members.Participate in the development and implementation of standards, policies, and procedures.Develop, design and implement video transportation solutions.Work with the field on the implementation of video transportation related projects.Advanced knowledge of and experience with Video acquisition, transcoding/encoding, multiplexing, and modulation.Advanced knowledge of Video Compression: MPEG-2, MPEG-4, H264, HEVC, J2K, etc.Advanced knowledge of Audio Compression: Dolby AC3, Dolby Digital Plus, AAC, etc.Experience with Arris (DAC) and/or CISCO (DNCS) video delivery systems5 Years Remedy experience with Change Request, Incident requests 5 Years experience using JIRA ticketing system

Engineer in Video Support Center-Systems responsible for programming, trouble resolution, operations and maintenance of systems, applications and equipment used in the provisioning and delivery of Interactive Services by providing Tier 2 and Tier 3 support for all video systems within Charter Communications. I currently work with Video Back-Office Systems, Conditional Access Systems, Switched Digital Video Systems and Video on Demand Systems. Our team is responsible for reliable, consistent operation of these systems to provide a quality entertainment and information experience for our customers. Provide Tier 2 and Tier 3 support for the resolution of outages and service impairments in a 24x7x365 operation for the assigned shift. The organization views all Engineers in Video Support Center-Systems as a subject matter expert of video support and will often lead initiatives and mentor other team members.- Advanced experience working with Unix/Linux operating systems; specifically experience with RedHat, and Solaris- Experience leading systems and applications support for complex, high-reliability systems and architectures supporting video services or back-offices- Direct experience and knowledge of VOD systems including AMS, catchers, caches, streamers and associated VOD back-offices- Direct experience and knowledge of Conditional Access controllers such as Cisco DNCSs and Arris DACs- Direct experience and knowledge of Switched Digital Video systems from vendors such as Arris and Cisco- Additional support included video splicing ad insertion troubleshooting and support

Engineer in Video Support Center-Systems responsible for programming, trouble resolution, operations and maintenance of systems, applications and equipment used in the provisioning and delivery of Interactive Services by providing Tier 2 and Tier 3 support for all video systems within Charter Communications. I currently work with Video Back-Office Systems, Conditional Access Systems, Switched Digital Video Systems and Video on Demand Systems. Our team is responsible for reliable, consistent operation of these systems to provide a quality entertainment and information experience for our customers. Provide Tier 2 and Tier 3 support for the resolution of outages and service impairments in a 24x7x365 operation for the assigned shift. The organization views all Engineers in Video Support Center-Systems as a subject matter expert of video support and will often lead initiatives and mentor other team members.- Advanced experience working with Unix/Linux operating systems; specifically experience with RedHat, and Solaris- Experience leading systems and applications support for complex, high-reliability systems and architectures supporting video services or back-offices- Direct experience and knowledge of VOD systems including AMS, catchers, caches, streamers and associated VOD back-offices- Direct experience and knowledge of Conditional Access controllers such as Cisco DNCSs and Arris DACs- Direct experience and knowledge of Switched Digital Video systems from vendors such as Arris and Cisco

• Provided customer facing break/fix position that required a unique skillset of being highly technical, while delivering a great customer experience.• Responsible for working escalated managed service customer trouble tickets, troubleshooting operations issues and providing technical solutions to operational problems.• Performed break/fix projects which required troubleshooting of Fortinet firewalls and Cisco, Meraki, Mojo access points and SonicWALL firewalls as well as Cisco routers.• Directed on site technicians with the installation of firewalls, cutover circuits and configuration of VPN concentrators.• Manage escalated tickets from Tier 1/2 and Install Engineers.• Act as an escalation point for Managed Services customers.• Perform adjustments (configurations etc.) to customer networks as needed or upon request.• Maintain and create technical documentation of processes and procedures used throughout normal operations.• Assisted with technical projects and provided support to the Engineer 1 installation team members• Strong understanding of logical troubleshooting• Supported Broadsoft VoIP phones and service problems for Enterprise Accounts• Tested for successful credit card transactions, point of sale, access point installation, configuration and POS kiosk connectivity activity over the network as well as firewall.• Trained other technicians and engineers on procedures for successfully equipment installations.• Worked with SNMP, MIB Walk, DNS, LAN/WAN, DHCP, DDNS, Full Duplex and Half Duplex, subnetting and IP verification before equipment installation.

Responsible for providing strong technical and product support to customers, sales, Support Department staff and Support management. Perform research on technical issues as reported by customers/partners. Additionally, I was responsible for providing first level support to customers/partners relating to the McAfee SaaS suite of services. I coordinated the research, escalation and resolution of technical issues logged by customers/partners via phone and/or the McAfee SaaS eService Portal. I was required to be flexible in order to manage multiple tools and service requests.• Provide support relating to the McAfee SaaS suite of services to customers/partners via phone and direct interaction through the eService portal/CRM system• Respond to incoming web-based customer/partner service requests, messages and emails within the parameters of the McAfee SaaS Service Response Guidelines as required• Monitor assigned tickets, responding to service requests as appropriate either directly through the CRM system or via direct phone call with the customer/partner• Assist other Support Specialists, Technical Account Managers and Support management in providing timely and accurate answers to customers on technical questions and issues• Troubleshoot, research, and resolve technical issues for McAfee SaaS customers/partners• Work with System Support Specialists to resolve intricate customer issues, escalating service requests as required with proper documentation• Assist in creating and maintaining knowledge content for internal and external use• Work with other McAfee SaaS departments to maximize communication and cooperation as it relates to quality customer relations• Required technical experience with network technologies or working knowledge of mail flow and McAfee SaaS product suite is desirable.• Supported Window, IMAP, POP, HTTP, Web Proxies, Firewalls.

• Providing advanced high-speed technical support via inbound phone inquiries, email and instant messaging• Troubleshooting hardware and software issues and communicating with help desk to resolve complex issues/problems• Completing work assignments independently and with minimal supervision/guidance and may act as a resource for colleagues with less experience• Supported small business VoIP phone services and DOCSIS 3.0• Have developed specialized knowledge/skills in area of video, phone and internet support• Resolved business customer problems by asking probing questions to understand the symptoms of the problem and customer's need.

• Call center experience of over 7.5 years supporting qualified retirement plans and IT support, following strict IT escalation processes and phone center verbiage processes• Supported PBX, IVR, Blackberry, UNIX, Linux, Sun, Microsoft Active Directory, XP, NT, Win2k, and Microsoft packaged products in a 2000 user environment for both Denver and New York campuses. • Helped users troubleshoot their computer problems over phone and documented issues within the Paragon CMS system. Escalated to 2nd tier support when the problem warranted. • Operated television monitors to communicate outages companywide from Help Desk. Notified Blackberries, pagers and cell phones of all outages and updates. • Executed procedural processes for each type of outage. • Cross-trained with web server support, LAN/WAN support, Desktop Support groups• Created HTML on call website for the entire IT department and worked with other departments to make sure all information & procedures were updated as needed• Used Peregrine ticketing system to record all calls, trouble tickets and escalation to tier 2 and 3 support when needed