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Matt Hurless

Matt Hurless

Data Practitioner

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Technologies

My Portfolio Highlights

My New Track

Data Scientist

My New Project

Dr. Semmelweis and the Discovery of Handwashing

My New Course

Introduction to Python

Analytical virtuoso, transforming data noise into harmonious insights.

My Work

Take a look at my latest work.

course

Introduction to SQL

course

Introduction to ChatGPT

course

Introduction to Python

DataCamp Course Completion

Take a look at all the courses I’ve completed on DataCamp.

My Work Experience

Where I've interned and worked during my career.

General Assembly | Nov 2022 - Feb 2023

Data Science Fellow

- Completed 480+ hours of expert-led instruction in data cleaning, exploration, visualization, and machine learning with hands-on learning using common industry tools and technologies. - Performed data cleaning, exploratory data analysis, and created visualizations to understand data and prepare for feature processing and modeling. - Modeled data for multiple projects, labs, and lessons, using various regression and classification models to evaluate and choose the best model for the specific problem or use case. - Compiled and presented project results to both non-technical and technical audiences.
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BrightSign LLC | Jan 2017 - Sep 2022

Senior Tech Support Manager

Headed the worldwide team responsible for all aspects of supporting end users, resellers, development partners, and internal teams with BrightSign’s industry-leading digital signage media players, authoring software, and cloud networking solutions. Key accomplishments include, but are not limited to: - Implemented collection and reporting of operational data such as customer satisfaction to share insights about customers, support efficiency, and top product concerns across the company - Collaborated with product development teams to develop new methodologies for reporting, tracking, and prioritizing field issues to drive improved product quality and software releases - Drove unification of tools and workflows between Support, Order Management, and Sales to streamline cross-department interactions and improve customer experience

Avid Technology | Dec 2014 - Jun 2016

Senior Manager, Product Champions

Led a team focused on driving serviceability improvements and coordinating all aspects of readiness for new product releases throughout all functions of Avid Global Services, including Technical Support, Professional Services, and Education, by providing actionable insights from subject matter expertise and data analysis from support activity. - Collaborated closely with Product Management and Engineering teams throughout the product lifecycle management process to address top customer support issues and ensure products would be supportable and serviceable in the field - Improved customer experience by unifying support, registration, and licensing processes across multiple product lines while also aligning underlying back- end systems to streamline workflows

Avid Technology | Sep 2012 - Dec 2014

Senior Manager, Customer Success - Audio Post & Professional, Consoles

Managed a team of local and remote employees to provide phone, email, and field support for Avid’s industry-leading digital audio software and hardware business for a diverse customer base ranging from consumers to high-end media enterprises. - Worked with multiple company functions such as Sales, Marketing, Engineering, and IT to address issues impacting customers to remove any roadblocks for strategic deals and revenue opportunities to increase customer retention and renewals - Focused on employee growth in product knowledge and professional development, leading to increased support quality, career advancement opportunities, and high levels of team satisfaction and performance

Avid Technology | Sep 2011 - Sep 2012

Customer Success Operations Analyst

Focused on systems and process improvements as part of the Customer Success Enablement team, by performing various analyses, stakeholder interviews, and developing business requirements for projects and then guided those initiatives through completion, including User Acceptance Testing, training, and deployment. - Overhauled a converged RMA process that included large amounts of data management, system integration, and workflow optimization, to enable flexible options for a variety of customer and field service scenarios to support all business needs and address many pain points for the Customer Success team

Avid Technology | Nov 2005 - Sep 2011

Customer Success Specialist

Provided high-quality, mission-critical technical and operational workflow support for advanced audio hardware, software, consoles, and control surfaces to a diverse customer base ranging from consumers to high-end media enterprises. Top performer with multiple service awards and an average survey score of 3.8/4.0. - Selected as the technical support lead for multiple products with the responsibility of educating the entire team on new releases and acting as the main escalation path for issues pertaining to these products.

Randall Schiller Productions | Apr 2004 - Aug 2005

Head Engineer / Project Manager

Responsible for maintenance, installation, and operation of all sound equipment in several local night clubs, bars, restaurants, churches, schools, and home theaters. Also provided sound, lighting, and video for a variety of organizations, charities, and special events.

Trib.com | Jan 1998 - Jan 2001

Technical Support

Responsible for responding to customers that call in with their internet related computer problems. Job duties included creating and maintaining an inventory of installer CDs, monitoring servers and network systems for the whole state.

Interactive Videography | Jan 1999 - Jan 2000

Partner

One of three founding partner in a multifaceted multimedia firm. Products from our company included television commercials, websites, customized applications, business card CDs, promotional videos, recordings on CD, as well as providing consulting and data collection for various organizations and businesses.

My Education

Take a look at my formal education

Certificate, Data ScienceGeneral Assembly | 2023
BA, Sound ArtsExpression College of Digital Arts | 2004
General StudiesUniversity of Wyoming | 2002

About Me

Matt Hurless

Solutions-oriented data enthusiast with a rich background in customer support and cross-functional collaboration who strives to help tell compelling stories using data and understand deeper issues.

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