Director of WW TrainingPlanned, initiated, controlled, and executed delegated projects within time and defined budgetary constraints. Spearheaded all facets of the consolidation onto Salesforce of customer incident systems across the company. Leveraged Zoom calls and live practice exercises with students to eliminate onsite trainer requirements and ascertain delivery of training. Integrated newly acquired company and tracked all customer issues worldwide through the implementation of support solutions. Hired and recruited instructors to add value to the existing team with fresh ideas and broad perspectives. Demonstrated strong administrative competence in creating scheduling and obtaining licenses in close collaboration with IT teams.• Enabled utilization of AWS instances of virtual machines to ensure external customers access to lab equipment from personal desktops.• Implemented lean management practices as well as supported personnel in reducing backlog cases by chairing project-managed worldwide daily standup meetings.• Educated customers regarding company products and services by elevating worldwide training standards and heading internal and contract trainers.• Recognized the importance of accuracy while authoring a roadmap for existing features, adding new customer-focused options, releasing systems, and creating additions.• Delivered operational direction of internal trainers in creating reusable LMS-based training materials and replacing classroom training.• Provided expert-level supervision to six internal and 20+ contract instructors in standardizing training worldwide.• Gained recognition by generating significant revenue streams and championing positive customer reviews.

Shaped, designed, and implemented system completion plans, go-to-market campaigns, and release strategies for GV Guardian (new monitoring product). Ensured smooth delivery of service and support services for new customer installations by training customer support personnel in alignment with SMPTE standards. Addressed potential issues of customers by overseeing the development of VMWare instances of equipment.• Eliminated communication barriers with internal and external service and support partners to administer broadcast playouts with seven engineers.• Maximized customer satisfaction ratings by prioritizing client-reported defects and attending meetings with escalated customers.

Trained and coached customers, in the broadcast space, to enhance capabilities at individual and group levels. Expertly developed, edited, and updated training curriculum for K2 Summit and STRATUS products to eliminate all inconsistencies and redundancies. Stayed abreast with new product development while providing curriculum to correspond with the release of new products by attending program meetings. Rewrote the training material for GV STRATUS (Flagship News production system) for hands-on exercises post receiving input from service and support personnel.• Successfully reduced the time required to reset lab for the next class by designing VMWare based playground for students.• Maintained end-to-end compliance controls of all activities with set rules and regulations while authoring and updating the product training curriculum.• Empowered and influenced service providers, professional services staff, and external customers by delivering frequent training sessions.

Assumed responsibilities pertinent to K2 Servers, Storage line, NetCentral, and SNMP monitoring solution. Drove cross-functional teams of marketing, design engineering, procurement, manufacturing, and customer to ensure the seamless launch of server and storage products.• Reduced engineering time by 75% for a maintenance release through the creation and implementation of innovative solutions via Microsoft Hypervisor.• Provided a new security feature for K2 Video Servers by working side-by-side with engineering departments.

Responsible for key customers accounts focusing on video playback server development. • Resolved critical issues at major accounts such Entertainment Tonight and MLB Network. • Led solution development between Engineering and Support reducing response time. • Trained pre-sales and Project Management to optimally configure Open SAN systems.

Second level support and New Product Introduction (NPI) core team lead. Initiated and delivered custom training to customer’s at NBC, HBO and CTV. • Provided 2nd tier technical support to field engineering, 1st tier call center and direct to key accounts. • Represented Support at all design reviews, critiqued and defined warranty cost implications. • Support critical installations when required.

Directed the Service component to design new service approaches and process of the SAN based video server and the PVS1000 on the Grass Valley “MAN”. • Drove to resolution all key technical issues with critical customers. • Improved customer relationship resulting in six million dollars of additional sales. • Trained Service Engineers on new architecture around the world.

Responsible for the development of Quality Assurance Plans for various Video Server products. • Supported external developers using GV SDK and C++. • Created C++ applications to validate GV PVS1000 Profile API, along with manual testing of software features. • Directed commissioning of the first SAN based PVS1000 systems.

Managed Server and Networking Call Center teams at two locations supporting customers 24x7 around the globe. • Managed projects within the video server Service organization. • Established weekly Engineering reviews to resolve critical issues and defects. • Supported development of customer support strategies and approaches. • Ensured all calls/issues were logged into CRM system and resolved per SLA’s standards.

Prioritized and characterized customer reported defects for Engineering. Represented Customer Service organization in cross functional project team to design in serviceability features. • Provided training to Customer Support personnel on new products.• Drove adoption of system to reduce part numbers from 20 FRUs to one in new product design.

Call Center Manager (4 months)Managed 2nd tier call center personnel for Profile video servers, Light works Non-Linear Editors, and AVID Media Composers.• Reduced Call Center costs as part of consolidation strategy by 40% percent.• Develop new approaches for more efficient call handling and issue resolution.• Improved staff training and support materials improving efficiency by 50%.Design for Serviceability Program Manager (4 months)Championed the benefits of serviceability features with Engineering and Product Management. 
• Developed DFS guidelines to measure all new products against. • Implementation of new DFS guidelines drove warranty cost reductions by 50%.• Expanded DFS to other product line supporting overall warranty cost reduction strategy.Advanced Support Group Engineer (1 year 9 months)Responsible for final resolution of customer issues, which could include reporting major defects, reproducing the defect and working with Engineering to understand the defect in order to create a resolution.• Designed new support models for X-Terminals across Sun Solaris, SGI Irix, HP-UX and SCO Xenix and Tektronix WinDD.
• Created new support model for Windows based PDR200/PDR300 video servers.• Established “Customer Advocate” Service Contract program creating new service revenues.

P&L responsibility reporting to President/Owner of privately held Industrial Distributer with $1m in annual sales. Direct supervision of staff supporting administration and warehouse. Managed, Sales, Order Processing, IT, Receiving, Shipping, Purchasing, and Accounts Payable/Receivable. • Deployed Windows NT Server and Exchange server. • Initiated customer data mining to directly target new customers. • Drove implementation of automated and on demand catalog. • Planned and executed an affiliate location that generated additional 25% revenue. • Oversaw the preparation of financial materials as required by company loan agreement. Responsible for six user multi-user system. Seamlessly migrated outdated computer hardware and OS to SCO Xenix platform while preserving the investment in custom software. Designed and implemented industry leading lot numbering system that reduced labor by 50%.