Chris D.

Experience

• 

  New York University

  Jan 2000 - Jan 2002

  Public Relations Assistant

  For NYU's School of Continuing and Professional Studies. Wrote press releases, contacted media outlets to garner coverage for events, press clipping librarian, general office tasks, deliveries inside city and coordination with outside PR firms Left position to study abroad.

• 

  Hybrid Internet Cafe

  Jan 2003 - Jan 2005

  Manager

  Manager for a busy storefront providing made-to-order computer and print projects for individuals and businesses.

• 

  Outlook Amusements

  Jan 2005 - Sept 2014

  Sales Representative

  • Top salesperson several years running for mid-sized internet company.• Always met and exceeded KPIs. • Left to pursue Computer Science degree.

• 

  Fox Networks Group

  Jan 2005 - Jan 2007

  Post Production Coordinator

  • Oversaw and refined post-production process • Managed a team of editors, producers, and other post-production service providers to create top of the line content• Managed our footage library, ensured content properly backed up and protected against risk of damage and loss.• Oversaw freelance resources as required to deliver content to fit our needs• Assisted with budget management for the post-production department and report on that budget to Manager

• 

  Dell EMC

  Jan 2019 - Aug 2019

  Account Manager

  • Responsible to drive inbound and outbound calls, emails, and web interface to meet/exceed quota with existing and new customers• To understand needs of customer & provide suitable solutions across of a broad range of technology, products, and services• Aligning those to customer needs.

• 

  Trimble MAPS

  Sept 2019 - Dec 2021

  Technical Support Analyst II

  SQL • Python • Jira • REST/SOAP API • Webservices • AWS • Azure • VisualStudio • Freshdesk • Agile • New Relic• Maintained relational databases, including stored procedures andidentity tables• Created new reports in SSRS, deployed and maintained• Developed/troubleshot web service calls - XML/REST/SOAP• Owned JIRAs from creation to resolution• Set up demonstration sites for the Sales/Product teams• Drove client meetings/implementations.• Monitored overall site performance and health• Deployed/automated/monitored web infrastructure using AWS• Proactive and reactive support to B2B base via multiple channels including email, phone and knowledge base self-service • Created and maintained online product support content, including FAQs, documentation and self-help material, adding and editing content • Primary escalation point in the team owning the customer project • Subject matter expert in issues with implementation, set-up and use of Trimble MAPS products • Reproduced, documented and demonstrated customer experienced issues for escalation to product or project management and/or development • Provided high level details of customer problems with reproducible steps to aid QA and development with resolution • Utilized lessons learned to recommend QA tests for future consideration • Assisted with usability testing of our products • Identified, documented and escalated potential product enhancements • Assisted in training our Partners and direct customers • Create ad-hoc material in response to outages or technical issues Show less

• 

  Kaltura

  Dec 2021 - now

  • Provide technical support to business customers (B2B), enterprise companies, and other top accounts• Resolve technical issues/escalate complex technical issues and fix requests to Tier 3 and R&D teams• Salesforce/Jira ticketing systems• Provide resolutions and RCAs directly to clients• Follow the sun coordination with teams in Israel and Korea • Live monitoring during events/real-time trouble shooting. This includes live broadcast, Newrow meeting rooms, webinars, group chats and videos on demand. Chime/Slack/Teams channels. Urgency/prioritization is a must during live events. • Escalation point for SiteOps/PM/CoE/Customer Champion. Troubleshoot dev/preview/shadow instances and internal projects as needed. Communication with customers consists of working on cases in our ticketing system and the occasional phone or video call to troubleshoot technical issue. • Investigation of all types of log (AWS Athena, Cloudwatch, Cloudfront, Kibana, logz.io…just to start)• Complete site readiness/sanity checks. QA as needed• Resolve NOC alerts/Cloudwatch alarms and assure proper live monitoring is in place• Troubleshoot API errors/website performance issues • Collaboration and coordination with other teams including engineering, product, professional services, and account management. Kaltura has engineers located on 3 continents (USA, Europe, Asia). Show less

  • Senior System and Services Engineer

    Jan 2025 - now

  • Tier 2 Support Engineer - Virtual Events

    Dec 2021 - now