Victor Bisson

Increase Avid Product knowledge
this is attending classes as well as demonstrating application of knowledge

Attend the bi-weekly Tech Seminar. Discuss issues and learn/distribute new techniques on troubleshooting in the twice weekly L2 Escalation call.

Personal development
This is a either product training beyond Avid or a softskill training

Worked with Jim Pappas and Payin Brew-Smith on Central components to update and repair Servers being used in the Lab to support them. Worked with Dave Pineault on learning Switch access and updates, while restoring functionality to the Lab.

Special projects
occasionally - when business need arises – based on request contribute to some special projects, initiative that helps our organisation to provide a better service to our customers

Have had more than a few Major outages in the lab this past year, worked to get the Lab back to full functionality in the shortest possible timeframe. One of these outages happened at the time of the Burlington Labs movement to bldg#75. Worked with IT (Buddy Duncan) to sort out the network issues.
One of the products in Interplay that gets a lot of negative action from customers has been Transfer Client/Engine. In order to knock down the number of issues being reported, I have taken on the responsibility of SQA'ing this product. For the past few years it has been without an in-depth product tester and Engineering attempts to test the changes that have been made, however all the code that has been changed is rearely being exercised. I have multiple Transfer Engines and 4 different types of FTP Servers to Transfer to in order to test as thoroughly as possible before a release. I work closely with Engineering (Chris Rodgers) in this effort.

L2 goals

Core duties: Handle Escalations
• Maintain full ownership on any escalations that reach Technical Engagement Level 2 for your product group
• Keep escalations up to date and work with engineering towards resolution
• Monitor ageing Cases
• Work escalations to resolution. Give higher priority to Critical and “in-violation” escalations
• Contribute to Code Red process
• Display flexibility with onsite requests and going onsite for customers
• The following dashboards shows escalation ownership
• https://na49.salesforce.com/01Z5A000000NAmV

I run the L2 Escalation Call twice weekly where we discuss issues amoungst ourselves and offer suggestions to move cases forward. I update cases with information that an L1 can use to continue working the case. L2 cases are managed so as not to linger and L3 cases are monitored such that updates or questions can get the proper attention movement. L3 cases are closed once a fix has been delivered to the customer.
Chip in with Code Red info when needed. Was in New York at NBC for a long term Send To Playback problem where I interfaced with my counterpart from EVS (Brandon Gassett) in order to solve the issue.
Another long running 3rd Party involved STP issue, was with KMOV where BitCentral is in use. This was a new workflow for BitCentral and the site and required Engineering involvement for the Web Services calls to use. This also brought into play the STPEncode problems and more Engineering time to get a fix. The fixes generated for this site has helped EVERY STPEncode site on the planet and all are now stable.
One of these sites...WOWOW is very demanding but also very happy to work with me to get additional fixes put into TMClient to fix the last remaining STP issues when using LongGOP media.

Mentoring and educating colleagues, partners and customer
through
• collaboration with L1s on escalated cases
• log analysis guidance, sharing Engineering collaboration insights for troubleshooting tools and techniques
• contributing to Tech Seminars
• Developing documentation for your respective Product Segment – including writing, updating and reviewing KC articles


Collaborate with L1's on Teams daily, assisting with trouble shooting direction. Recently, was going to do a remote session with Mona Salamante at the site but instead used this as a teaching moment and remoted into the Lab to go through the process with her so she could understand the flow and then be able to confidently work the issue at the site. Of course I am always available to then assist at the customer site remotely if still needed.
Log Review of STP issues with the L1's is a regular thing, and this can include Black Box, Wireshark and Process Monitor Logs as well as our own.

CSAT goal

Contribute to the key responsibilities of CSAT (rough outline, will need some refining)
• Knowledge leadership
Maintain Expert status. Learn new products to maintain expert troubleshooting skills. Seek out knowledge required to be successful
CSAT advises the wider L2 team and shares breaking news with the worldwide technical teams
• leading Engineering engagement and Product Management engagement
Liaise between Customer Care, Engineering and Product Management when required to resolve escalations
participate in TaskForce / Bug Scrubbing activity
Look at bugs with greatest impact as well as drive old cases / bugs to case closure
• Training and Mentoring
increase knowledge of L2 and L1
Identify appropriate candidates for skills uplift (i.e. L1, L1.5, SMEs
Share this knowledge with the L1 and L2 population through a variety of means CSAT Product Updates, Formal Trainings, 1x1 mentoring, snackable Videos and Troubleshooting trees to help general skill uplift
• Leading Escalation
including training on and enforcing Escalation process as well as ensure correct priorities are followed
• Lifecycle management
attend relevant Program team meetings and ensure the wider support community is informed
• Lab Evolution
ensure plans for Burlington and Pinewood lab are in place to update hardware and allow for better integration testing between products like MAM / iNews / iNews Command / Maestro / Fastserve / MAM
• Work on CSAT projects throughout the year that related to CSAT key responsibilities

Put together a Transfer Client and Transfer Engine class. The Transfer Client Class has been delivered to the L1's and the Transfer Engine Class is next. There will also be a STP workflow course in order for the L1's to use the knowledge from the 2 previous classes.
I work directly with Engineering on the Products I support (Anything to do with media movement) and specifically with Chris Rodgers and Oleksandr Panenko.
I lead the meeting to drive L2 and L3 cases to closure.
I maintain the Burlington CS Global Lab which includes everything from Switching and Server upkeep to the VM infrastructure, not to mention a lot of old gear. I work with the H/W owners when issues arise and pull in the appropriate people. Working with Raj Kartha on the possibility that the Burlington Lab could move from it's current location to the new Lab area in Bldg#75. This will only happen if the portion of the building that the lab is in gets closed off.
As mentioned previously, I QA the Transfer Engine/Client product as this product is in use at EVERY customer site and gets used in so many different ways by them. The more testing of multiple workflows the more we can get the product fixed before it's released.
Once weekly I attend an Engineering bug call where we go over Bugs which effect Interplay L3 cases. This allows us to make sure that the bugs are properly rated so they get the correct level of attention. It also allows for us to get information from a customer on time when this is needed by Engineering.