· Liaise with companies within the organization to ensure timely delivery of content to all platforms, ensuring brand consistency and utilization of business intelligence· Manage the sharing and consistency of all content between existing and emerging platforms· Collaborate with production, marketing and design teams to plan UMG.TV site content, style and layout· Create/produce original content including video, image and text· Develop a publishing calendar and work with PM to ensure contributors are aware and on-board with deliverables· Optimize content according to SEO· Use Engine Media’s content management systems and partner solutions to analyze website traffic and user engagement metrics· Manage content distribution to online channels, syndication outlets and social media to increase traffic and engagement on all platforms· Work with compliance to ensure laws, including copyright and data protection are followed· Stay current with emerging technologies in the gaming community and generate new ideas to draw audience attention

• On-board and manage clients needs on our proprietary content management system (Frankly CMS), proprietary video management platform (Vemba) and current analytics and ad trafficking systems (Google Analytics and Ad Manager).• Serve as advocate and liaison for clients with development and production teams on initial site design, custom additions, technical support issues and product enhancement requests• Prepare and manage SoW agreements for proposed custom development• Develop and grow business relationships including additional or upgraded services, support contracts, etc.

• Led team of Technical Support Specialists. Through training, mentoring and the introduction of best practices successfully, reversed sub-optimal performance in all service areas as well as significantly improving client perception of Tech Support’s responsiveness. Efforts quantified through the radical improvement of the team’s NPS: from -11 to +60 in under two years (including previous time as Team Lead).• Managed the escalation process of T1-3 issues, ensuring clear, proactive communication from Client to Technical Support Specialist to Developer. Lead prioritization process of escalated issues to ensure all reported defects are addressed with appropriate urgency.• Led the smooth roll out of a full product launch and redesign for a more efficient knowledge base as well as spearheading the launch of a client ticketing portal.• Oversaw the Five9 telephone system migration and management (built IVR flows and reporting).• Decreased employee churn by implementing a strategic interview process, including a grading rubric, used interdepartmentally, and increased efficiency of new team-member on-boarding by creating and implementing a full training and certification plan for all new employees/clients (via Lesson.ly).• Provided management with regular updates on KPI’s and play an active role in new business development and client expansion, serving as a Technical Subject Matter Expert in pitch meetings and presentations. Tasked with helping prospective clients understand how our service solutions can efficiently addresses their various technology and streaming challenges.

• Managed the escalation process of T1-3 issues, ensuring clear, proactive communication from Client to Technical Support Specialist to Developer. Lead prioritization process of escalated issues to ensure all reported defects are addressed with appropriate urgency.• Assisted migration from Salesforce Service Cloud as well as serving as Desk.com administrator. Oversaw the Five9 telephone system migration and management (built IVR flows and reporting).

Web content maintenance and updates for the school's main page and its individual departments. Audio/video production work for internal an external promotion.

Responsible for all content for the station's site (news, promotion, advertising, etc.) Managed three part-time web producers. Worked with all department heads to keep the site fresh with locally generated content, while maintaining the brand and mission statement.