Nicole Derrick Email & Phone Number

Billings, Montana, United States

Oversaw the architectural design and operational activities of seven headends/data centers and multiple huts in the MT/WY region. Additionally, led my department in spearheading the development and implementation of new system products.* Managed end-to-end projects, from procurement to commissioning, encompassing design, installation, configuration, testing, and deployment.* Created and maintained comprehensive project plans, timelines and budgets.* Led strategic planning, design… Show more Oversaw the architectural design and operational activities of seven headends/data centers and multiple huts in the MT/WY region. Additionally, led my department in spearheading the development and implementation of new system products.* Managed end-to-end projects, from procurement to commissioning, encompassing design, installation, configuration, testing, and deployment.* Created and maintained comprehensive project plans, timelines and budgets.* Led strategic planning, design, and implementation of streaming video launches across various platforms including AppleTV/iOS, Roku, Android/Google, and Amazon/FireTV devices.* Analyzed and assessed customer escalations, utilizing analyzers, personal expertise, and advanced problem-solving skills to efficiently resolve issues.* Extensive knowledge of digital audio/video fundamentals, compression technologies, and distribution formats ex: Mulicast, Unicast, and MPEG 2,4, & HEVC.* Familiarity with video transport protocols such as SDI, SMPTE-2110, RTP, SRT, HLS, MPEG-DASH.* Collaborated with AD splicing agency for seamless insertion on SCET-35 PID.* Oversaw the administration of all systems and back-office platforms.* Maintained physical infrastructure of headends/data centers including IRDs, servers, switches, patch panels, encoders, transcoders, PDUs and structured wiring (coaxial, fiber optic, and ethernet cabling).* Managed/supported network infrastructure by identifying issues, troubleshooting, and implementing updates / bug fixes or replacing hardware.* Negotiated and certified contractual agreements with vendors and service providers.* Established and updated documentation for design plans and configurations on the department's shared platform. Show less

* Maintained physical infrastructure of headend/data centers including IRDs, servers, switches, encoders, transcoders, EAS, PDUs and structured wiring (coaxial, fiber optic, and ethernet cabling).* Streamlined server & equipment setup for video, internet, & phone services, resulting in 15% reduction in installation errors & increased success rate.* Managed ticket escalations, ensuring thorough troubleshooting for prompt and effective issue resolution. Generating root cause analyst as… Show more * Maintained physical infrastructure of headend/data centers including IRDs, servers, switches, encoders, transcoders, EAS, PDUs and structured wiring (coaxial, fiber optic, and ethernet cabling).* Streamlined server & equipment setup for video, internet, & phone services, resulting in 15% reduction in installation errors & increased success rate.* Managed ticket escalations, ensuring thorough troubleshooting for prompt and effective issue resolution. Generating root cause analyst as required.* Collaborated with cross-functional teams to identify and resolve complex issues for escalated tickets. Show less

Managed digital video services from ingest to delivery, supporting 10000+ clients and ensuring smooth delivery of 500+ channels.* Handled all design and configuration of servers and equipment for new video deployments across multiple states.* Managed/supported video network from point of ingest to delivery over multicast video network.* Maintained 99% customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.*… Show more Managed digital video services from ingest to delivery, supporting 10000+ clients and ensuring smooth delivery of 500+ channels.* Handled all design and configuration of servers and equipment for new video deployments across multiple states.* Managed/supported video network from point of ingest to delivery over multicast video network.* Maintained 99% customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.* Coordinated closely with network engineering to optimize the efficiency of video services, particularly during peak usage times.* Managed ticket escalations, ensuring thorough troubleshooting for prompt and effective issue resolution. Generating root cause analyst as required.* Oversaw the administration of all systems and back-office platforms supporting standardized video services.* Collaborated with stakeholders and outside vendors for DMA structuring and distribution requirements, and regulated broadcast channel plans for designated region.* Collaborated with AD splicing team for seamless insertion on SCET-35 PID.* Established and updated documentation for design plans and configurations. Show less

Billings, Montana Area

Provided advanced support for Tier 1 and 2 technical support agents on phone, internet and TV issues. Diffused escalated customer issues with a 99% satisfaction rate. Escalated site wide services issues to NOC and engineering teams for advanced support.* Handled difficult escalations, employing strong communication skills to understand and resolve customer concerns.* Translated complex technical issues into digestible language for nontechnical users.* Provided advanced support… Show more Provided advanced support for Tier 1 and 2 technical support agents on phone, internet and TV issues. Diffused escalated customer issues with a 99% satisfaction rate. Escalated site wide services issues to NOC and engineering teams for advanced support.* Handled difficult escalations, employing strong communication skills to understand and resolve customer concerns.* Translated complex technical issues into digestible language for nontechnical users.* Provided advanced support for Tier 1 and 2 technical support agents through floor walking, chat, email and phone.* Resolved diverse range of technical issues across multiple systems and applications for customers and end-users.* Collaborated with NOC and engineering teams to identify, diagnose and resolve area wide outages.* Established troubleshooting guides and procedures for new products and tools, also refreshing outdated ones as needed. Show less

Billings, Montana Area

Delivered advanced customer and technical support encompassing billing, video, internet, and phone issues. Assisted field technicians in the completion of installations and service tickets. Collaborated with cross-functional support teams to address complex challenges and improve overall support processes.Tier 2 from 04/2009 to 05/2011: * Provided support for technicians in the field, specializing in setting up internet and phone services.* Provided advanced support for Tier 1… Show more Delivered advanced customer and technical support encompassing billing, video, internet, and phone issues. Assisted field technicians in the completion of installations and service tickets. Collaborated with cross-functional support teams to address complex challenges and improve overall support processes.Tier 2 from 04/2009 to 05/2011: * Provided support for technicians in the field, specializing in setting up internet and phone services.* Provided advanced support for Tier 1 agents, walking the floor and contributing to their skill development.* Collaborated closely with multiple supervisors, enhancing leadership skills.* Managed all aspects of customer services and technical support through chat and email channels.* Proficiently troubleshooted all aspects of Bresnan services, excelling in a fast-paced and dynamic environment. Show less

* Successfully resolved complex video and STB issues with advanced troubleshooting skills.* Collaborated with video engineer teams to gather information and identify patterns in 300+ video and STB issues, leading to quicker resolutions and increased customer retention.

* Mastered sales, billing, and retention calls.* Walked the floor to provide advanced support to fellow agents.* Led support on numerous occasions, handling escalated customer calls.

Computer Science

Change schools and field of study.

Certification, Python

Certification, Digital Video Engineering Professional (Dvep)