Robert Guzman
M6IT
New York,NY
21
years of professional experience
Results-driven Ad Operations and Technical Support Specialist with expertise in managing addressable and linear advertising campaigns across national media markets. Skilled in optimizing campaign yield, ensuring timely ad delivery, and maintaining strict SLAs. Proficient in end-to-end campaign management, cross-functional collaboration, and technical troubleshooting in fast-paced Ad Tech environments.
Work History
IT Support Technician
1 Year 7 Months- Oversaw high-volume issue intake and prioritized SLA-compliant technical support tickets for efficient resolution.
- Engaged with clients to resolve complex product inquiries, enhancing user adoption.
- Oversaw tracking and resolution of multi-tier technical issues to enhance operational efficiency and customer satisfaction.
- Enhanced client onboarding experience through thorough understanding of technical services offered.
Sr. Systems Operator / Ad Ops
9 Years- Executed addressable ad campaigns across national markets under consistently meeting 100% SLA deadlines.
- Served as primary point of contact for client communication and resolved complex campaign delivery issues.
- Leveraged Jira and Zendesk to resolve campaign tickets and accelerate turnaround times.
- Partnered cross-functionally with engineering and production to streamline ad workflows.
- Utilized Jira and Zendesk to efficiently resolve campaign tickets, enhancing turnaround times.
- Onboarded and trained new Ad Ops team members, establishing standardized operational best practices.
Systems Operator / Campaign Fulfillment
9 Years- Delivered addressable linear ad campaigns across major U.S. media markets, ensuring timely execution.
- Coordinated across departments to maintain on-air SLA and meet client delivery requirements.
- Resolved media asset processing errors, reducing operational disruptions by 99%.
- Streamlined interdepartmental workflows, improving client satisfaction and reducing response times.
- Streamlined interdepartmental workflows to enhance client satisfaction and response times.
Education
IT Apprenticeship Program - CompTIA Network+, Cisco CCNA
In Progress
- Liberal Arts Program
Skills
Ad tech platform management
Jira
Zendesk
Salesforce
Slack
SQL
Microsoft Excel
CRM & Ticket Management
Ad operations workflows
Remote desktop support
Help desk support
Ticketing system experience
End-user training
Application support
Technical support
Issue troubleshooting
Customer service
Remote support
Online collaboration skills
Data entry
ADDITIONAL EXPERIENCE
- Master Control Operator / Producer
- Manhattan Neighborhood Network
- Monitored live and pre-recorded media streams to ensure flawless broadcast scheduling.
- Encoded digital media files using specialized broadcast video encoding software platforms.
- Operated studio control room equipment, managing lighting, audio, and camera routing.
Timeline
IT Support Technician
M6IT
01.2025 - CurrentRead More
Sr. Systems Operator / Ad Ops
FreeWheel, A Comcast Company
01.2015 - 01.2024Read More
Systems Operator / Campaign Fulfillment
Visible World
01.2006 - 01.2015Read More
The City College of New York
from Liberal Arts Program
Read More
BMCC
IT Apprenticeship Program from CompTIA Network+, Cisco CCNA
Read More