Brenton F. Covington
Lexington
Summary
Dynamic customer support and operations specialist with over 6 years of experience enhancing user engagement for SaaS platforms, digital media tools, and live event technology. Recognized for exceptional communication skills, a calm approach to problem-solving, and effective collaboration across teams. Proven expertise in sports technology, media production, and technical troubleshooting, consistently dedicated to elevating customer experiences and streamlining operational workflows. Committed to driving results that foster customer satisfaction and business efficiency.
Overview
8
8
years of professional experience
Work History
Fan Support Specialist / Implementation Consultant
Hudl
01.2022 - Current
- Enhanced user satisfaction by resolving account access and technical issues.
- Streamlined refund and billing processes, ensuring compliance and accuracy.
- Updated internal documentation in Guru for consistent support delivery.
- Collaborated with engineering teams to identify bugs and improve systems.
- Delivered empathetic resolutions to consistently maintain high customer satisfaction.
Operations / Support Assistant
BlueFrame Technology
01.2021 - 01.2022
- Enhanced digital platform reliability through technical support and troubleshooting efforts.
- Streamlined content updates and QA testing for multiple client websites.
- Delivered real-time technical support for broadcasters during live sports events.
- Collaborated with teams to optimize platform performance and user experience.
- Supported collegiate athletic department websites, ensuring operational excellence.
Student / Technical Support Roles
Conduent
01.2018 - 01.2021
- Provided essential technical support for academic and athletic departments, ensuring seamless operations.
- Configured hardware setups for various events, contributing to successful execution and user satisfaction.
- Executed efficient system troubleshooting, minimizing downtime for faculty and staff during critical periods.
- Assisted faculty and staff with daily technical needs, enhancing productivity and workflow efficiency.
- Delivered support during events, addressing technical challenges promptly to ensure smooth proceedings.
- Maintained up-to-date knowledge of emerging technologies to better assist faculty and staff.
- Trained users on new software applications, increasing overall proficiency and user confidence.
Production Technician
WTVQ
05.2018 - 08.2019
- Supported live news broadcasts, assisting with graphics, closed captioning, audio, and camera operations.
- Edited evening news segments using Adobe Premiere.
Education
Bachelor of Arts - Media Arts & Studies
University of Kentucky
Lexington, KYSkills
- Customer Support
- Issue Resolution
- Customer Advocacy
- Escalation Management
- Technical & Tools
- SaaS Platforms
- Live Streaming Support
- Guru
- Adobe Premiere
- CMS Platforms
Timeline
Fan Support Specialist / Implementation Consultant
Hudl
01.2022 - Current
Operations / Support Assistant
BlueFrame Technology
01.2021 - 01.2022
Production Technician
WTVQ
05.2018 - 08.2019
Student / Technical Support Roles
Conduent
01.2018 - 01.2021
Bachelor of Arts - Media Arts & Studies
University of Kentucky