Ernesto Mattace

Experience

• 

  Fluor Gulf Communications Inc

  Sept 2000 - Jun 2001

  Lead Technician, Team Trainer for Flour Gulf Communications / AT&T Fixed Wireless

  •Installed, repaired, and maintained AT&T Fixed Wireless telephony network.•Installed, repaired, and maintained residential interior and exterior wiring.•Utilized a wide variety of equipment to diagnose and maintain AT&T’s wireless network. Emulated signals for telephone and Internet service to diagnose system issues.•Provided first class customer service to ensure customer satisfaction.

• 

  Cox Communications

  Aug 2001 - now

  · Develop sustainable, repeatable, and quantifiable business process solutions. · Research best business practices within and outside the organization to learn new and emerging trends. · Benchmarks existing process data to aid in the quantification of improvements. · Defines requirements and test cases and supports solution development and deployment.· Collaborates with training resources to provide training on improved processes. · Analyzes and measures the effectiveness of existing business and client service operations and processes. · Determines how new information technologies can support reengineering business operations and processes. · Monitors resource requirements, appropriate business KPIs, and quality and efficiency of customer and employee operations. · Collects and analyzes process data to initiate, develop and recommend business practices and procedures that focus on enhanced customer and employee experiences, safety, increased productivity, reduced cost, and drive growth. Show less •Managed the integration, deployment, and triage efforts for all Broadband-related syndication product lines along with our legacy video services. Provided status updates directly to the executive leadership team.•Managed the evaluation of Web, IOS and Android mobile applications to deliver an omni-channel experience to our customers to ensure parity•Managed field trials and control group testing, working with boundary partners to create standardized support flows, playbooks, and handoff reference documentation. Ensures alignment and efficiency among all parties involved in the process.•Designed and built out an automation platform with over 30 robots to speed up development efforts and reduce operational costs. The addition of the automation platform allowed the team to focus on other critical areas that could not be automated.•Managed the hardware certification process to meet federal energy and emergency alert standards. This was a vital and legal process to ensure our customer-premise equipment complies with regulations set by the FCC.•Collaborated with all stakeholders pre-deployment to ensure all our customer-facing teams are ready for the new Client software. Teams include Care, Operations, Marketing, and the Product team.•Managed a team of integration engineers to evaluate code drops, ensuring stability and functionality. Testing code inclusions and identifying regression issues to help maintain the stability of the new software. Show less •Managed the technical support for Trio, TiVo, Rovi, SDV, rDVR, DVR, Multi-Room DVR, TVCID, VOD, EAS, Mosaics, CableCARDS, and EBIF nationally. The support is important because it includes back-office video equipment associated with these products, located at the RDC and National Data Center in Atlanta.•Lead Engineer who deployed EBIF nationally. Integrated ad insertion through the digital headend decoders from our National Data Center in Atlanta down to each of our RDCs to increase ad revenue opportunities•Managed the national deployment for TVCID and rDVR nationally to 19 regional Cox sites. These national deployments are significant because they bring advanced TVCID and rDVR capabilities to multiple Cox sites, enhancing the viewing experience for customers.•Co-managed the support and national deployment for Cox’s homegrown IP based guide. The Trio application runs on both the Cisco and Motorola platforms, using the DOCSIS “Tru2way” protocols. This is Cox’s first step towards an IP-based solution.•Performed related equipment upgrades and troubleshooting. Contributed to creating support documents, and processes and assisted in the escalation path development for various Cox digital video interactive projects.•Worked with many cross-functional teams at Cox on continuous process improvement. Worked hands-on with the field, providing onsite and remote support. Provided availability 24/7 365 to ensure that our field sites have a constant liaison at Cox Communications HQ.•Managed the support of all legacy and Tru2Way video equipment and applications; utilized lab environments to reproduce issues and work with our vendors for a quick resolution.•Assisted with the development and design process of new and existing product lines with other cross-functional teams at Cox. Show less •Managed the technical support and deployment activities for the System Deployment and Support team. The team handled all video interactive applications enterprise-wide across the Motorola and Cisco Platforms.•Deployed and supported TVCID to 6 of 11Cox markets. Assisted in the strategic design of the back-office server infrastructure to allow full market scalability so Cox was able to deploy nationally.•Worked with many cross-functional teams at Cox to constantly improve our processes. Worked hands-on with the field, providing onsite and remote support. Available 24/7/365.•Aided in the support of all legacy video equipment and applications; had full access to a lab environment to try and replicate issues and work with our vendors for a quick resolution. Show less •Support and manage all the digital video service equipment and software in our Orange County site for “Digital, Analog and High Definition; Switch Digital Video (SDV), On-Demand, Subscription On-Demand, Digital Video Recorders, Pay Per View, Interactive Program Guide “Mosaics, Weather, Games, and CableCARDS.”•Co-Lead in the installation, testing, and deployment of MyPrimetime On-Demand, and Phase 2 UI Lite.•Built a test lab in Orange County so we were able to do integration testing on the Rovi Client codes new features and fixes before deploying to a live production environment.•Managed and coordinated content-related issues, including downloading/uploading and processing of program schedules and content. Produced reports and ran backups for our back-office servers.•Liaison for our internal customers, outside vendors, and our corporate office to identify and resolve all video service issues. Worked closely with Care, Operations, and Marketing to ensure all parties were in sync.•Assisted in developing and implementing projects affecting all Video Services, as guided by corporate and local initiatives.•Created workflow diagrams and end-user help documentation for Field Service, ISS, and Network Operations and published the documentation of our online intranet website. With the use of Afaria, I was able to disseminate the documentation to the field service’s terminals. Taught end-user classes in a variety of applications.•Solely responsible for the development and maintenance of the Digital Video Solutions intranet homepage.• Worked with outside vendors to develop and test new high-definition video display units. Show less • Video, Telephony, and Data Technician.• Utilized a wide variety of equipment to diagnose, install, repair, and preform preventative maintenance on Cox’s Broadband Network infrastructure and at our residential/commercial properties.• Team Trainer: trained new field service technicians that were assigned to my team.• Assigned to special projects such as, Senior Tech calls, Ingress Team, and New Product deployment.• Provided first class customer service to ensure customer satisfaction. Show less

  • Operations Solutions Enablement - Strategy and Process Manager

    Oct 2021 - now

  • Sr. Systems Integration Engineer III

    Jan 2013 - Oct 2021

  • Sr. Deployment Engineer III

    Jun 2009 - Jan 2013

  • Deployment Engineer II

    Jul 2008 - Feb 2010

  • Video Operations System Administrator - DAC Admin

    Oct 2005 - Jul 2008

  • Field Service Representative Level 8 / Team Trainer

    Aug 2001 - Oct 2005