Mike Deberio Email & Phone Number

Westford, Ma

- Provide technical and operational support for domestic and international First responders, Homeland Security and Emergency Management agencies as well as US Defense and Coalition Partners.- Troubleshoot issues that arise during the installation of the Mutualink client on Windows/Mac OS/Android/iOS.- Remotely update, configure and troubleshoot deployed Linux appliances and hosted VM’s (CentOS, RHEL, Ubuntu)- Employ network monitoring tools manage authorized endpoints and provide proactive response to outages- Assist with troubleshooting customer IP networks to support Video and VoIP- Manage geofence configuration requests for location-based partner integrations- Use CRM tools for data collection and case tracking.- Work collaboratively in a cross functional team including, Development, Engineering, SQA, Field Operations and Sales.- Additional project work as assigned

Burlington Ma

- Performed troubleshooting, log analysis, and debugging of standard and custom-built Interplay MAM web services and related business processes, as well as 3rd party integrations and supporting infrastructure - Maintained and administered an up-to-date virtualized duplicate of each customer environment (including multiple Windows Server, SQL Server and RHEL instances) in VMWare VSphere- Remotely tested, deployed and configured updates and hotfixes to Interplay MAM web services in the customer’s development and production environments- Assisted end users with identifying potential enhancements to their workflows- Acted as an advocate within the organization for high-profile enterprise customers, ensuring that the needs of the customer are met across multiple products and disciplines - Identified and referred opportunities for Sales and Professional Services for upgrades and service renewals- Trained and mentored junior representatives on best practices for use, troubleshooting and support of the Pro Video and Asset Management solutions

Burlington, Ma

- Provided operational and troubleshooting assistance with Avid DS, Symphony Nitris, and DS Remote Processing for end users and Avid Certified Service Representatives- Fielded operational and technical questions from supervisors, Escalation, Sales and junior Technical Support Representatives- Provided on-call 24/7 support for Avid DS and Symphony Nitris users- Collaborated with Escalation Team and Engineering to ensure defect resolution - Performed installations and provide on-site technical support for major broadcast and cable network clients such as NBC, CBS, HBO and Discovery Communications- Maintained an in-depth working knowledge of legacy Macintosh and Windows-based turn-key systems including qualified and supported CPUs and Hardware, Operating Systems and competing/complementary 3rd party applications

Burlington, Ma

- Provided operational and troubleshooting assistance with Avid Xpress DV, Media Composer, and Symphony for end users and Avid Certified Service Representatives- Performed troubleshooting of proprietary video I/O hardware and interpreted diagnostic logs for failure analysis- Maintained familiarity with current and emerging technologies and digital workflows in film, video, broadcast and HD - including decks, cameras, storage, etc.- Recorded case details in Salesforce CRM- Created tech notes and Avid Knowledge Base articles for customer self-service- Attended regular product trainings to stay current on Avid product offerings

Burlington, Ma

- Provided warranty parts replacements for Avid Support customers- Generated Avid Support contract leads for Sales- Sold per-incident support cases for out of warranty, non-contract customers

- Recorded, edited and prepared reporter's stories for broadcast- Prepared station promos for broadcast- Sent/Received ISDN feeds to NPR and NPR member stations