Josh

Customer-focused IT professional with 20+ years of experience delivering exceptional customer service and technical support to more than 5,000 users. Known for the ability to tackle complex issues, analyze viable alternatives, and offer innovative solutions to client inquiries. Key strengths include persistence, personal integrity, and a strong work ethic, all of which are consistently praised by managers and clients alike.

Recognized for fostering team spirit while also excelling in independent work. A resourceful, lifelong learner who views knowledge as a vital tool for enhancing problem-solving effectiveness.

Remote Camera Operator at LiveControl (2021-12 – Present)

• Managed multi-angle PTZ camera feeds for over 1,000 virtual events, ensuring adherence to detailed cue sheets and professional broadcast standards.
• Collaborated with the programming team to enhance camera control workflows, leading to iterative software updates and improved PTZ camera responsiveness during live events.
• Selected from a national operator pool to present LiveControl's enhanced PTZ software at the 2024 NAB convention, educating industry peers on practical workflow improvements.
• Created comprehensive event-specific issue lists post-broadcast, aiding in trend identification and prioritization of high-impact problems by the support team.
• Provided clients with detailed time-stamped recaps post-event, offering clear documentation of key moments for streamlined internal reviews and content sharing.

Live Webcast Operator at TWST Events (2020-10 – Present)

• Managed live broadcast operations for over 500 shareholder and investor events using Zoom, Microsoft Teams, Webex, and OBS to ensure uninterrupted professional virtual presentations.
• Supported senior executives during live webcasts by monitoring streams and quickly addressing technical issues, ensuring a smooth and professional experience for all participants and viewers.
• Conducted thorough pre-broadcast checks for client slide decks and audio configurations to resolve potential issues prior to live events.

Business Analyst at Marriott International, Inc. (2008-08 – 2020-10)

• Developed and conducted thorough onboarding sessions for Fosse Support Group to train new staff in customer service, phone etiquette, and technical problem-solving.
• Handled support inquiries from General Managers, resolving service incidents and documenting issue specifics centrally to enhance support processes.
• Recognized with Marriott VIP Award for promptly resolving critical front desk system problem, leading to savings of over $100,000.

Associate of Science in Computer Science – Montgomery College (2003)