Derek Selig's Email Addresses & Phone Numbers

Summary:

Summary:

Effective leader possessing excellent analytical and communication skills who remains calm under pressure

Experienced mentor who has aided in the on-boarding of several high-performing team members

Dependable, consistent collaborator with a proven track record for success

Product Specialties: Media Composer, Symphony, ProTools, Interplay Production Asset Management, ISIS Shared Storage, broadcast equipment, video editing, video post-production, Salesforce.com CRM and end-to-end workflow experience

Soft Skills: customer relations and satisfaction, reporting and data gathering, customer management, risk identification and trend analysisCustomer Success Specialist @ Avid Technology, Inc. is an American company specializing in video and audio production technology; specifically, digital non-linear editing (NLE) systems, management and distribution services. Currently I support customers using Avid's asset management product, Interplay as well as their shared storage product ISIS and NLE's Media Composer, Symphony and NewsCutter. Additionally I work with several 3rd party vendors such as Boris, Sapphire, After Effects, FlipFactory etc.

• Provide knowledgeable and timely telephone and email support for world-wide AVID enterprise customers ranging from small post-production houses sites to large media conglomerates such as CBC (Canadian Broadcasting Company), Comcast NBC, 21st Century FOX and ABC Disney

• Manage customer incidents to successful completion using SalesForce CRM as well as developing and modifying knowledge base articles for asset management and editing products

• Mentor Avid new hires primarily with audio backgrounds to help acclimate them to video/broadcast support world

• Sought-after by the Enterprise Technical Account Management (TAM) team as backup to provide support to global Avid Enterprise accounts such as 21st Century FOX during planned out-time

• Actively participating in bug reproduction and testing as well as customer acceptance testing for new releases and patches created by the product team

• Key contributor and editor for a Technical Account Management “Bible” used to train worldwide account managers From October 2011 to Present (4 years 3 months) Systems Support Analyst @ Syniverse is the aggregator between the Digital Content Providers and the Wireless Carriers providing seemless message flow, connectivity, reporting and billing. As a Technical Support Rep. I work on cases and issues that deal with pSMS (Premium SMS), SMS, MMS, WAP (Wireless Access Protocol), SMPP (Simple Message Peer-to-Peer), PDU (Protocol Data Unit), Binds, Shortcodes (SC), Internal Product Codes(IPC). Also supporting product lines such as Intercarrier SMS, Intercarrier MMS, PMG, Enterprise Paging, Enterprise Messaging, MMS Hosted, IMN, and Open Carrier SMS.

• Working over 70 cases per day directly from Salesforce queue as well as Microsoft Outlook email cases

• Interacting in over 45 calls a day regarding Mobile content and Media delivery.

• Well versed in a line of 7 different media delivery products.

• Ensure all SLAs are met in a responsible timeframe.

• Triage and solving tier 1 and 2 telecom related issues.

• Working closely with Tier 3 and engineering to escalate resolution of complex cases for customers. From October 2009 to October 2011 (2 years 1 month) Technical Support Representative @ • Working over 70 cases per day directly from Sales force queue as well as Microsoft Outlook.

• Interacting in over 45 calls a day regarding Mobile content and Media delivery.

• Well versed in a line of 7 different media delivery products

• Ensure all SLAs are met in a responsible timeframe

• Triage and solving tier 1 and 2 telecom related issues

• Working closely with Tier 3 and engineering to escalate resolution of complex cases for customers. From February 2009 to February 2010 (1 year 1 month) Inside Sales Rep @ • Aid customers in the purchase and set up of Xpress Pro, Liquid and Media Composer.

• Specialize in educational sales and Signature Elite Pro resellers.

• Maintaining a wide array of close contacts, and stay privy to all current technologies to better serve customers.

• Interacting in over 60+ calls a day

• Assisting the sales department with closing leads and making deals that enhanced company revenue.

• Closing deals for single users average sale of $2,500 From June 2007 to July 2008 (1 year 2 months) Bachelor of Science (B.S.), Audio and Media Technology @ New England Institute of Art From 2004 to 2007 Derek Selig is skilled in: Enterprise Software, Hardware, Computer Hardware, Troubleshooting, Windows, Mac OS X, Operating Systems, XP, DNS, Salesforce.com, SaaS, Technical Support, Account Management, Digital Video, Cloud Computing