Scott Donahue

Experience

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  Fidelity Investments

  Jan 1987 - Jan 1990

  Video Producer / Videographer

  Produced promotional, training, motivational, and theatrical videos in support of the company’s wide range of subsidiaries and internal communications. Responsible for all aspects of video production.

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  Editel / Boston

  Mar 1990 - Jan 1995

  Video Post Production Project Manager

  • Managed activities between daily clients, video editors, graphic designers, sales, and operations personnel. Responsibilities included bidding and scheduling projects, budget management, client services and delivery for independent, corporate, advertising and network television producers. Editel / Boston became The DI Group in 1993.

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  Media 100

  May 1995 - Nov 2003

  Media 100 Customer Advocate - 2000-2003• Actively met with customers, resellers, 3rd party integrators and press representatives to promote new products, features and developing technologies. • Addressed integration questions, customer needs and technical questions. Participated in online blogs and facilitated a monthly FAQ web page to address product and company related questions.• Effectively managed relationships and technical issues for high profiled customers and press members. Worked with the Inside Sales team managing new installations. • Partnered as a trusted advisor to Sales, Product Management, Support, and Engineering teams by gathering customer-based feature requests and feedback for optimal product potential.• Supported the customer base by attending User Groups, demonstrating new products and features at National (NAB) and International (IBC) trade shows. • Major role introducing one of the first Apple Mac OS X applications to be ported from Mac OS 9.Manager of Customer Resources & Development - 2002-2003• Responsibilities are in addition to the Customer Advocate position (mentioned above). • Developed, implemented and managed a successful multi–tiered training program in support of a broadcast-quality video editing and multi-level real-time compositing system. • Managed a staff of technical writers, instructors, and contractors to produce product related educational resources, including user manuals, tutorials, on-line presentations, and curriculums. • Delivered superior instructional products. Realized a 60% savings on training materials by reviewing costs, delivery strategies and re-negotiating contracts, to grow traffic volume for classroom workshops. Show less Senior Technical Support Representative - 1997–2000• Worked closely with Technical Support Manager to manage the department’s day-to-day operations, including escalating technical issues, interviewing candidates, scheduling, equipment evaluation and advising on performance appraisals and implementing training sessions on current issues and features.• Partnered with Customer Advocate to address escalated issues, attend User Group meetings and 3rd-party Developer Conferences. Certified Media 100 curriculum at Bowling Green State University, Ohio.Technical Support Representative - 1995-1997• Delivered phone support to subscription-based user base and resellers for a Mac-based software and hardware solution. Escalated time-sensitive technical issues. Advised on multiple system installations. Show less

  • Customer Advocate & Manager of Customer Resources and Development

    Oct 2000 - Nov 2003

  • Senior Technical Support Representative

    May 1995 - Oct 2000
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  New England Sports Network (NESN)

  Apr 2008 - Aug 2011

  Studio Technician II

  • Technical and production support for studio and live pre/in/post-game television broadcasts for Boston Red Sox, Boston Bruins, NCAA Hockey games and original shows. Support provided through video playback, camera operation, remote production and stage management. • Strong communication skills are required, especially during live broadcasts.

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  The Daily Voice.com

  Aug 2011 - Aug 2012

  Marketing & Communications Manager, Massachusetts

  • Effectively managed 2 different branding transitions for an on-line, hyper-local news website (10 towns in Massachusetts) that generated 150,000 unique visitors and 2 million page views per month.• Rebranding strategies included social media initiatives, radio & TV ad campaigns, Chamber of Commerce presentations, trade shows, community festivals and producing a large invitational re-branding launch event. • Managed a successful on-line reader awareness marketing campaign for non-profit organizations. The winner supported returning veterans from overseas service. The United States Senate commemorated the promotional campaign with a citation for its outreach and support. Main Street Connect changed the name to The Daily Voice in May 2012. The site's original name was CentralMassNews.com until August 2011 when it was acquired by Main Street Connect. Show less

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  H&R Block

  Oct 2013 - Apr 2014

  Marketing Coordinator

  • Managed the 2nd highest grossing district in New England by implementing a district-based tax-season marketing plan for 22 office locations.• Focused on localized strengths while ensuring compliance of national branding standards. • Worked with District Managers to identify and prioritize marketing opportunities and assisted Office Leaders in developing marketing plans for each, unique location.

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  Apple

  Nov 2014 - Aug 2021

  • Certified position at the Apple Genius Bar identifying customer needs, offering technical support and guidance for iPhone and all other iOS Apple products and software. • Maintain an in-depth understanding of systematic troubleshooting for Mac OS and iOS.• Created memorable customer experiences, while resolving customer issues in a timely manner to achieve individual and team productivity goals.• Document all issues accurately in database, set reasonable expectations and assure customers that their needs will be addressed and resolved to their satisfaction.• Repair Room support for Apple hardware repair, inventory allocation and case administration. • During the COVID-19 epidemic, successfully supported Apple customers throughout North America as an At-Home-Advisor supporting Mac & iOS products for 9 months. Received extremely high customers empathy and satisfaction ratings. Show less • Genius Bar technical role provided support, service and education for Apple’s mobile products and array of software products. This customer-facing role focuses on repairing, troubleshooting and educating customers about their Apple products and services. • Problem-solving, time management and people skills are essential elements in ensuring swift and satisfying experiences in this fast-paced and hands-on customer service environment.• Successfully supported the Genius Room by completing a 6 month, in-house Genius Administration experience in the middle of the iPhone Battery Replacement program in 2018. Show less

  • Technical Expert

    Oct 2018 - Aug 2021

  • Technical Specialist

    Nov 2014 - Oct 2018
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  Avid

  Sept 2021 - now

  Enterprise Customer Success Manager