I am a Program Manager for Support Readiness in the New Product Introduction team. My role is to make sure that the Support organization is ready for each product release. This means gathering all the release technical data, investigating how the release will impact support (both in technical knowledge and processes), and then developing a plan to remediate any issues or skills gaps. I spend a lot of time ensuring that new releases are supportable and don’t put Support at operational risk.
I have been with Sophos since 2012 and started as a Support Engineer in the Data Protection team. From then, I moved up to GES (Tier 3) support for the Endpoint group. Then I moved into a team leader role before coming to the NPI team. I have supported almost every product Sophos has, but my first love is our SafeGuard product (SGN).
My previous career was in academia (History), but I wasn’t finding it very satisfying. I started my own game design company and produced two board games before closing up. Then I went back to school to get a Bachelor's in Computer Forensics – because I am terrific at puzzle-solving and I’ve always loved computers.
The fact that I have to stay abreast of all technology developments means I get to do one of my favorite things – research!
SURF, obviously. I am very proud of that tool.
Answering many questions on Community or from Support Engineers, researching upcoming releases, researching new technology, and attending a lot of planning meetings.
Acquire as much knowledge and skills as possible. You don’t need to be an expert, but understand the questions and know where to get the specific details to answer them.
Computer game design
I love to listen to sea shanties while I work…
Yes, several. I do a lot of content in the Community.
Stronger, faster, further.
Patient, precise, and calm.
I live on Burnaby Mountain in Burnaby, BC. My townhouse is basically in the middle of a forest in the middle of the city.
It feels like living in the country but is actually right in the middle of the city.
Sushi Garden on Lougheed. Nice, fresh sushi.
Bring your hiking boots – there are a lot of really nice hikes around here.
Jim Butcher, for the Dresden Files
I have cats and fish.
Employee spotlights are a critical part of any employer branding strategy. Think about it, candidates are applying to spend several years of their life, 40+ hours a week working for your company of roofing by fastway couriers tracking
Employee spotlights are a critical part of any employer branding strategy. Think about it, candidates are applying to spend several years of their life, 40+ hours a week working for your company of roofing by restonroof
Employee spotlights are a critical part of any employer branding strategy. Think about it, candidates are applying to spend several years of their life, 40+ hours a week working for your company.