New Manager on the Block
As Tim Hitchings mentions in this post here, I am the new manager of Developer Support at Infragistics.
I have been with Infragistics since March 2005, where I started as a Developer Support Engineer, later as a Senior Developer Support Engineer and team lead, and later still as shift supervisor. I've worked with Tim as he started as the head of the department, providing him with an "on the ground" perspective while at the same time learning from his broad experience.
Developer Support is a vital part of the services Infragistics provides. The department provides the most direct bridge between customer relations and technical skills. At the same time as we help provide technical information about our products to our customers, we also act as their voice within the company for feedback about those same products. Ensuring that our customers are not just helped, but are also heard, is a very important thing to help Infragistics stay on the right track.
The greatest strength I bring to the position is that I'm intimately familiar with the day-to-day workings of the department. I'm familiar with the regular challenges that crop up with support, both from the ground up and from the top down. While the exact details of the challenges I personally face have changed, and the technologies we use have also evolved greatly, it's remarkable how little the overall challenges of support have mostly remained the same.
Amongst other tasks, I will be taking over from Tim blogging about hotfix release information, Knowledge Base articles, and news of important bug fixes. To access a list of the posts on each topic made by both Tim and me, you should use the "tag" links at the main blog page, or the links below:
Hot Fix blogs: http://blogs.infragistics.com/tags/Hot+Fix/default.aspx
Knowledge Base blogs: http://blogs.infragistics.com/tags/KB/default.aspx
Important bug fix blogs: http://blogs.infragistics.com/tags/Bug+Fix/default.aspx
I'm quite excited to be continuing with both Developer Support and Infragistics in this new role, and I hope to continue living up to the expectations that both customers and colleagues alike have for the department.