Alexander Brewington
Manassas,VA
Summary
Professional Support & Operations Specialist with broad experience in delivering exceptional client assistance and resolving complex issues. Strong focus on team collaboration, adapting to changing needs in fast paced, high stakes markets. Skilled in troubleshooting, communication, and conflict resolution. Known for reliability, problem-solving, and process oriented approach.
Overview
15
15
years of professional experience
Work History
Technical Operation Support Specialist, Ads Business Unit
Spotify
Remote
05.2025 - 04.2026
- Designated as an internal team support specialist for the entire ad operations unit, across Podcasts, Music, Ebooks and Livestream channels
- Responsible for maintaining and refreshing support documentation and ticket submission form triage and assignments
- Helped QA new support tools and resources
- Serves as a liaison between Product, Sales and Ads Tech Ops teams, relaying vital information regarding market trends, clients requests, and upcoming update and ongoing issues
- Utilized Chatgpt, Google Gemini and ClaudeAI to streamline and optimize team workflows and processes
- Responsible for promoting and encouraging team AI adoption
- Developed our own bespoke LLM powered customer service agentic bot for the sales to team to utilize; designed to reduce the number of incoming support tickets by integrating our internal support documentation with our backend ticketing, ad serving platforms systems, and databases
Senior Podcast Publisher Support Specialist
Spotify
Remote
12.2021 - 05.2025
- Provided direct frontline platform podcast publisher support (via live chat and email) including podcast creation and publishing, content management ,RSS feed management and distribution for high profile clients such as Warner Bros-Discovery, the NFL, and the Wall Street Journal
- Ad campaign configuration and delivery support; responsible for assisting sales managers to ensure millions of dollars worth of ad inventory is played in the correct sequence and timestamps to the correct target audience for some of the largest media companies in the world including NPR, Vox Media, Disney, and Conde Nast
- Provided in-depth and personalized data analysis to maximize reach and revenue for each client using performance metrics, market trends, and brand strategies
- New client onboarding including new account creation, initial training and continued client success management
- Responsible for training new employees; developed a personal training progression schedule and evaluation process, which was adopted by entire team
Podcast Publishing Support Specialist
Megaphone
Washington DC
03.2020 - 12.2021
- Assisted clients with uploading and distributing content to their existing RSS feeds via live support chat and email
- Low level consultation on publication and advertising strategies like publication schedules and advertisement load per episode
- Responsible for managing automated reporting, overseeing the delivery of over 100GB of reporting data on a weekly basis
- Averaged approx. 36 incoming chat and email interactions per day with a 86% same day resolution rate
- Megaphone was acquired by Spotify in Dec 2021, I was promoted to Senior Specialist and selected to assist in the transition team
Associate Product Support Specialist
Frontpoint Security
Tysons Corner, Virginia
02.2018 - 03.2020
- Assisted clients with activation of new security systems over the phone
- Provided guidance for the setup, maintenance and troubleshooting of multiple security sensors including but not limited to: door and window sensors, motion sensors, glass break sensors and smoke detectors
- Provisioned automation schedules and rules for smart home devices such as locks and garage door openers
- Analyzed and consult on every client’s unique security needs
- Responsible for providing Technical Support for all security system components
- Assisted customers with installation, configuration, troubleshooting and testing of numerous wireless devices including smart thermostats and light control devices with a wide variety of modems and routers from various ISP’s
- Provided general network support for video surveillance equipment including provisioning and reconfiguration after changes to network info, mesh and range extender integration
- Assisted clients with formatting specific settings like recording schedules and video motion detection
- Trained clients on how use and customize the FrontPoint mobile app on both Android and iOS smartphones and tablets
- Experience with AirFX Remote Toolkit to remotely program devices and customer computers
- Reviewed and processed both commercial and residential billing
Store Manager
Spring Mobile ATT Authorized Retailer
Burke, Virginia
03.2011 - 01.2018
- Assembled a friendly, knowledgeable and hardworking staff
- Mentored employees and implemented effective sales techniques
- Personally engaged and interacted with every customer who entered the sales floor
- Resolved escalated customer complaints though exchanging merchandise, refunding money and adjusting invoices
- Responsible for over $30,000 worth of inventory in wireless devices and tablets
- Daily categorization and management of device and accessory inventory levels
- Responsible for everyday store level operations including opening and closing, daily sales deposits, basic store housekeeping, and compliance with current merchandising strategies
- Canvassed and consulted with local businesses to offer personalized solutions based on specific industry needs
- Began as a Junior Sales Associate in 2011
- Achieved promotion to Manager of a tier 5 location in Lake Ridge, Virginia from November 2015-February 2017
- Earned promotion to a busier Tier 3 Location in Burke, Virginia from March 2017 until I departed the company in 2018
Education
High School -
C.D Hylton High School
Woodbridge, VA06.2009
Northern Virginia Community College - Electrical Engineering
Northern Virginia Community College
Manassas, VirginiaSkills
- Jira Confluence
- Github Enterprise
- Postman API
- Salesforce Cloudsense
- Google Ad Manager
- Google Office Suite
- Intercom
- Slack
- Looker Studio
- Tableau
Timeline
Technical Operation Support Specialist, Ads Business Unit
Spotify
05.2025 - 04.2026
Senior Podcast Publisher Support Specialist
Spotify
12.2021 - 05.2025
Podcast Publishing Support Specialist
Megaphone
03.2020 - 12.2021
Associate Product Support Specialist
Frontpoint Security
02.2018 - 03.2020
Store Manager
Spring Mobile ATT Authorized Retailer
03.2011 - 01.2018
High School -
C.D Hylton High School
Northern Virginia Community College - Electrical Engineering
Northern Virginia Community College