- Customer Face and point of contact for multiple accounts.
As a small company, I've become the point of interaction for many accounts main stakeholders. I've also run the main support. I've interacted directly with the customers on the floor as well as in the board room making broad technical decisions and strategies for businesses.
This is where I've honed skills for empathy towards the end-user and balancing that towards the needs of the business.
- Vision casting and primary direction for Support Team
Developed formal strategy for building the Technical Support team at Cage Data. I built the Knowledge Base for both internal use and external customers paying down documentation debt and formatting documents for concise information and readability.
- Complete daily stand-up process revamp for reduced time and increased efficacy.
Altered our current daily stand-up process which was taking upwards of 30 minutes and getting tuned out, ignored and offering little information. Added a new "check-in" process which added more useful context to our days while bringing stand-up time down to 7-15 minutes.
- Public and ghost writing for the Cage Data Blog and customer communications
Dubbed the official team 'wordsmith' I became the go-to check for any written communication from Cage Data. I've written blog entries, ghost written others, and written or edited multiple public and private customer communications. My knowledge, skills and a healthy dose of pedantry have established me as the source for clear communications for not just information, but also understanding the tone and subtext of written communications.
- Brand Building and Public Speaking
This is where I fell in love with the concept of Technical Evangelism. On behalf of Cage Data I have spoken at multiple DevOpsDays and other conferences bringing our company into the awareness of a larger national audience from our local roots.