Customer Service Technical Support

Bryan Jackson - PO Box **** Acton, Ma. ***** - 978-***-**** - ***********@*****.***

EDUCATION AND CERTIFICATIONS

Recipient of the Avid “Customer Service Excellence Award” for Q3 and Q4 periods, 2009

Cisco Networking classes ICND1 and ICND2

Avid Certified Support Representative (ACSR) for Avid Unity Isis

Avid Certified Support Representative (ACSR) for Avid Unity MediaNetwork

Kaplan University - Computer Network Administration

Auburn University at Montgomery, Montgomery, AL

John Patterson State Technical - Computer Information Systems Tech

SPECIAL SKILLS

Technical Support Analyst with extensive experience in delivering IT and product related support and assistance in time critical environments.

Experienced in all areas of news broadcasting and live on-air productions environments

Proficient in numerous Avid products in both operational and support aspects

Experienced with CRM applications such as SAP and Salesforce

Windows XP, Vista, Win 7, and Mac systems

Experience with virtual environments- VMware, VirtualBox

Technical environment support – skilled in delivering client support both remotely and on site. Knowledgeable in multiple hardware, software applications as it pertains broadcasting

Build, repair, and troubleshooting of hardware for computer workstations - clients and servers

Provided expertise in testing hardware and software for SQA

Experienced with meeting deadlines for client projects

Skilled in team management and project leadership

Perform extremely well under tight deadlines

Continued education in existing technologies and business trends to ensure customer success and profitability.

Proficient in the utilization of multiple camera formats including beta, DVC/Pro, P2, XDcam, and RED

Currently working to acquire CompTIA A+, Net+, and Security+ certifications.

EXPERIENCE

Broadcast Pix, Billerica, MA

Technical Support Representative

• Analyzed, documented and owned client related hardware, software and related issues.

• Controlled and owned all support issues, including leading communication

between the client, engineering, support and sales if escalated, until the resolution has been presented.

• Provide assistance in SQA testing for Broadcast Pix product line, mainly the company’s flagship software application.

• Documented client issues using Salesforce.com.

• Delivered client focused technical support for Broadcast Pix applications and hardware.

o Supported applications included: Broadcast Pix Slate/Granite software, Harris Titlemotion Pro and GS, Rapid CG.

• Support of hardware devices include servers, I/O equipment, routers, etc.

Avid Technology, Tewksbury, MA

Customer Success Representative

• Analyzed, documented and owned client related hardware, software and related issues.

• Documented client issues using CRM applications including SAP and Salesforce.com.

• Delivered client focused software technical support for Avid applications.

o Supported applications included: MediaComposer, Newscutter, EDL Manager, Filmscribe, Metasync, Metafuze, Media Log, Avid Log Exchange, and Avid DVD by Sonic.

• Supported Avid external storage devices, Avid Mojo and Nitris hardware, across multiple Operating Systems and platforms.

• Controlled and owned escalated issues and lead communication between the client, engineering, support and sales, until the resolution has been presented.

• Assisted in providing technical support for Avid network storage (NAS) products.

WPGH Fox53 Pittsburgh, PA

Newscast Director/ Technical Director

• Supervised production staff and oversaw technical operations involving station newscasts.

• Delivered pre and post production elements including all graphics and video content.

• Executed and scheduled in conjunction with segment producers, show content within allotted time slots.

• Directed and delivered daily TV newscasts, which included directing on-air talent and production staff.

Promotions Producer/ Editor

• Worked with clients to determine and deliver ideas for developing successful commercial; promotions.

• Wrote, shot, and edited commercial material for clients as well as station promotions including programming content and special events.

WTTO WB21 Birmingham, AL

Newscast Director/ Technical Director

• Directed and edited entertainment segment, distributed to all 58 Sinclair Broadcasting Stations.

• Supervised production staff and oversaw technical operations involving station newscasts.

• Delivered pre and post production elements including all graphics and video content.

• Executed and scheduled in conjunction with segment producers, show content within allotted time slots.

• Directed and delivered daily TV newscasts, which included directing on-air talent and production staff.

• News Videographer

PREVIOUS EMPLOYMENT

• WAKA CBS TV8, Montgomery AL – Videographer

• WNCF ABC TV32, Montgomery AL – Audio Engineer, Videographer

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