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Quality-focused analyst with more than 15 years of progressive experience in the technical support field. Specialize in the broadcast industry with expertise in digital video systems and website optimisation. Committed to identifying and analyzing system issues to improve operational processes, the user experience, and overall company success. Proficient in Cisco Networking, Linux, Ubuntu, HTML, Java, UNIX, Oracle, Sybase, MS-SQL Server, and Windows 8.
Broadcast Engineering IT Service Delivery Reports Documentation Media/Digital Asset Management Technical Support Systems Optimisation Performance Analysis Remediation Planning
Professional Value Offered
Developed expertise in broadcast engineering, creating, improving, and integrating critical technology solutions that support continued business success. Specialize in optimising media and digital asset management systems, collaborating with technical teams to resolve system bugs and improve overall performance. Expert problem solver skilled at managing issues with customers and internal and external vendors. Completed training in Television and Video Equipment Servicing, Electronics Engineering, Cisco Networking 1 and 2, and Lynix Level 5.
Support Analyst/Broadcast Engineer December 2001 to Current SKY Television Manage multiple priorities in a dual role for Sky Television including media and online support, customer service, and bug testing and remediation. Ensure vendor assigned tickets are completed in a timely fashion and comply with SLAs. Drive system improvements by updating customer service guides, testing and implementing bug fixes, and resolving high priority incidents. Analyse application performance to develop and implement remediation plans. Broadcast Engineer Provide broad-based assistance in several business areas including standards compliance, systems support, records maintenance, and vendor relations. Maintain compliance to configurations and software license, SDLC, project, and transition standards. Deliver Level 1 and 2 support for SKY and IGLOO Systems and all Broadcast systems as identified within the Technology Service Catalog. Create and maintain all relevant technical, support, and operations documentation Lead systems analysis and routine maintenance to assure optimal broadcasting performance.