Hello Bill! How long have you been at Dynatrace?
Since June 2015
What was the career path that led you here?
I started working in software as an Installer/Trainer for a company that made content management and workflow management software. After 4 years of going to customer sites to train our users and manage go-live transitions, I moved to phone support. In 2015, I joined Dynatrace’s new Detroit-based web support team that was being put together to support the Keynote web monitoring suite of products. I’ve now been doing customer technical support for 15 years.
How has support at Dynatrace changed since you’ve been here?
We’ve concentrated our support in America, so we have faster turnaround times for issues we escalate to Development. Also, we’ve committed to building a User Community that puts more information in the hands of our customers. We’ve put together a group of self-service resources to allow customers to learn more about products without having to schedule training or open a support ticket.
How do you participate in the Dynatrace Community?
I write articles for the Knowledge Base and answer questions in forums. I also have been known to post questions and answers in the forums when I get a question in a support ticket that I think would be of interest to other users.
What products do you support?
Transaction Perspective, Application Perspective and Mobile Perspective synthetic web monitoring.
What keeps you at Dynatrace?
We’ve built a great team here in Detroit, a group of people I love seeing every day. And our products are basically diagnostic tools that give us the clues to solve networking mysteries every day. Helping customers trouble shoot their complex business solutions can be fun.
What is your passion outside of work? What do you like to do?
I am a fencer and I teach fencing in my communities to students as young as 10 and as old as 65. It’s an individual sport, but practicing and sparring with each other brings fencers together in a unique bond.
What is your educational background?
I survived 8 years of Catholic school before high school, then got my BA from Michigan State University in Journalism
Why should people participate in the Dynatrace Community?
It’s the fastest way to get information about our software. You get to benefit from the experience of our support teams and the questions other customers have had in one place.
Meet more Keynote Community Support Engineers.
13 People are following this .