James Reyes

• Build and support web sites and web applications for small and medium-sized business, political campaigns and advocacy organizations
• Currently on an engement with the University of Denver Daniels College of Business managing a web redesign project for their website composed of thousands of pages and resources
• Assist web publishers with the setup and management of their digital advertising utilizing the Google DoubleClick ad delivery platform, including tagging and trafficking and the integration of rich-media ad units
• Build, maintain and manage the technical and advertising operations of MarioWire.com, an emerging English-language news portal for Latino Americans
• Design and deliver web-based and live training on digital advertising, web standards and the use and implementation of sites running the WordPress CMS
• Provide consulting on internal web-based business applications, including the deployment of collaboration platforms such as intranets, wikis, knowledge bases and other SaaS solutions
• Provide consulting on user interface design and usability testing for internal and CRM applications. This included requirements gathering, work flow mapping, training and deployment
• Provide consulting, training and support for broadcast radio stations streaming on the Internet. This included encoder configuration and integration with Prophet NexGen, Broadcast Electronic's AudioVAULT and Google SS32 and Maestro automation systems to provide in-stream ad replacement

• Worked on several YouTube monetization programs, specifically on solution design, implementation and testing rich media, video overlay and long-form video ad implementations running on the DoubleClick platform
• Provided ongoing support to the YouTube ad operations team on the highly technical rich media ad implementations by the monetization program team
• Worked with several external Google clients, such as The Huffington Post, Expedia, TripAdvisor, PCWorld, MacWorld, Reuters, Wall Street Journal Online and Cox Communications, on ad serving and solution implementation
• Served as rich media subject matter expert to the DoubleClick publisher support teams
• Communicated bug fixes and enhancements, together with business impact analyses and roll-out plans to the ad platform engineering teams
• Conducted weekly meetings on trending ad server issues and generated weekly reporting to project stakeholders
• Provided project management for customization requests and other implementation projects
• Directly involved in the design and implementation of ad server products, specifically Google DoubleClick for Publishers and Google Ad Manager, to ensure a consistent quality of installation and effective integration of products to ensure that client needs are represented
• Assisted with the analysis and research for more complex technical issues in collaboration with more senior personnel
• Assisted and mentored Technical Support Analysts and "Nooglers" with escalations and product and technical concepts
• Participated in several user experience testing projects for Google Ad Manager, DoubleClick for Publishers, YouTube redesign, Google Wave and Android
• Developed and delivered internal and external training sessions at several Google events
• Authored white papers and Google Help Center articles

• Provided consultation and and support for video and audio streaming for several high value clients such as Amazon.com, Starz Entertainment Group, the Ad Council, Boeing and the Dallas Stars. This included delivery on Windows Media, RealMedia, Flash Video and embedded Flash and MP3 streams
• Conducted client training and support for Stream OS, Akamai's feature-rich streaming media management middleware application
• Wrote user documentation such as manuals and FAQ’s for Stream OS
• This position required extensive industry knowledge, especially as it concerned the increasing need for rich-media delivery and media integration and convergence

• Performed design and development work on dishnetwork.com as well as several Internet and intranet sites for EchoStar and its business units
• Designed user-interface for the web based order-entry tool used by DISH Network telecom sales partners SBC (now AT&T) and Qwest Communications
• Led initiative to retool Starbase, EchoStar’s primary intranet site, to make it more suitable as an employee portal.
• Primarily responsible for developing and documenting web development procedures and interfacing with various departments, such as marketing, customer care and field service, to ensure compliance
• Designed user-interfaces for the Interactive Television application in DISH Network’s satellite television set-top-boxes and conducted usability testing
• Developed and supported the customer care intranet web site used by customer service center agents taking into account call flow in order to facilitate timely access of information

• Primarily responsible for developing and documenting web development procedures and interfacing with various departments, such as marketing, customer care and field service, to ensure compliance
• Developed and supported the customer care intranet web site used by customer service center agents taking into account call flow in order to facilitate timely access of information while on a call
• Interfaced with several corporate departments, including marketing and programming, to gather information to disseminate with the customer care organization
• Conducted corporate training on technology initiatives

• Managed a team of approximately 175 to 200 technical support representatives and 10 to 15 supervisors in an inbound technical support center
• Responsible for meeting and exceeding various contact center metrics such as average handle time, call productivity and adherence and up-sales
• Developed the technical and customer service skill sets of support representatives through on-going training
• Developed the leadership and motivational skills of subordinate managers
• Successfully fostered team morale and motivation through team building activities and recognition of achievement
• Recognized enterprise-wide for top programming up-sales

Worked for several political campaigns, including congressional, State Senate and municipal elections. My responsibilities included strategy, web development, outreach and organizing.