Hello Bill! How long have you been at Dynatrace?
I’ve been with Dynatrace for almost 18 months.
What was the career path that led you here?
Most of my career has been customer facing. I’ve worked in a variety of support roles, from front-line operations centers to analytic reporting on support groups
How do you participate in the Dynatrace Community?
I am the primary Support Engineer for the Keynote products in the Dynatrace Community. Within that role, I provide answers to customers in the Forum, create content for the Keynote Knowledge Base, and liaison with other internal groups developing content and enhancements for the Community.
What products do you support?
My primary focus is supporting the Keynote Synthetic Monitoring products. However, my role is expanding to include supporting the Dynatrace Synthetic Monitoring products as well. As a team, we work together to provide world-class support to our customers, regardless of the Dynatrace product. If there is a question for which I do not know the answer, I do know who to contact to resolve the issue for our customer.
How has support at Dynatrace changed since you’ve been here?
I'm excited to play a role in the changes to Support during my time at Dynatrace! From on-shoring our Support team to the deployment of the Community, we strive to deliver a fantastic experience for our customers. With the Community, we've increased the number of tools available to support our customers, while also providing the opportunity for customers to collaborate via the forums.
What keeps you at Dynatrace?
I find the products fascinating. By leveraging the Dynatrace platform, our customers are able to enhance the digital experience for their customers.
What is your passion outside of work? What do you like to do?
I can usually be found with my nose in a book (or more likely my Kindle). I read mysteries, histories, and anything else that piques my interest.
What is your educational background?
I have a BBA in Finance, and an MLS with a concentration in Information Security.
Why should people participate in the Dynatrace Community?
Recent surveys suggest that customers prefer support through a Community model. The Forums, Knowledge Base and Documentation in the Dynatrace Community provide content in a manner consistent with this research. Through the sharing of experiences with other stakeholders, customers receive better information, everyone receives real-world feedback on products, and Dynatrace can create enhancements and new products that enhance customers’ digital experience.
Meet more Keynote Community Support Engineers.
11 People are following this .