As a pre-launch start up, I am building the customer care program foundation from the ground up. My role involves developing the overall customer care strategy and roadmap, while working cross-functionally to ensure proper support structures are in place at launch. My focus has been on designing scalable, flexible systems and standardized processes that can grow with Remoto over time. Accomplishments include designing a beta program, creating a 5-phase customer care rollout plan, and generating a technical user guide and over 30 knowledgeable articles. My efforts are critical to ensuring a positive customer experience, therefor building brand loyalty and customer retention once we officially launch. My goal is to minimize post-launch growing pains and maximize customer satisfaction from day one.

Organized and delivered training to Customer Care organization on new products and support processes to enhance customer experiences.Managed critical audio support escalations through Salesforce and Jira to ensure the most positive outcome possible. Utilizing Salesforce, developed and maintained public facing Knowledgebase materials on new product releases, troubleshooting, and issues of concern to mitigate potential customer issues.Maintained bi-weekly support calls with OEM partners and Customer Care organization to track manufacturing and product issues to resolve potential equipment and software issues.Increased familiarity with Confluence, used as an management organizational tool for product training and support documentation..

Delivered expert-level audio-related technical support for Avid’s most valued motion picture post-production and broadcast customers in the United States and Canada. Supported Avid audio products (Pro Tools Ultimate software + HDX, , Avid S6, Pro Tools | MTRX, Sync HD, Sync X) in complex mixed environment systems with 3rd party peripherals (synchronization devices, video playback systems, shared storage systems) to maximize effectiveness.Troubleshot software and hardware defect reproduction, accurately documented and escalated issues to enable engineering investigation and resolution.Partnered with Avid Audio Hardware and Software engineers, test leads, developers, managers, and customers during ongoing software and hardware defect investigations.

Led all aspects of music and post-production studio design, construction and integration, from initial project proposal to final environment testing.Built and supported Avid S6 consoles and Pro Tools HDX Systems, specializing in Dolby Atmos applications.

Technical support lead for Sanken Microphones, Brainstorm Timepieces, and NTP’s AX/DX32 converter systems via phone or on-site. Completed custom lavalier wiring, and custom configuration of DAD AX32 converters, which are now also marketed as Avid MTRX converters.

Successfully participated in day-to-day operations of the recording studio, including assistant engineer responsibilities and studio troubleshooting.