Ben Brookshire

In this role, I lead teams of 2-6 frontend & backend engineers in both creating and maintaining products. Each day I balance consensus with pushing for results, and serve as a driver and source of technical information for making the right product decisions.

• Brought the purchasing contracts feature to market in our Device Inventory product
• Led the team in tight iterations to resolve long-standing issues between client software and our cloud services
• Coordinated contractors & product team to define a 3rd party solution to incorporate into our product suite
• Integrated international engineering teams with local teams
• Applied iterative/Agile methods and technical product expertise to launch a product MVP together with an India based engineering team
• Fostered and pushed engineers to grow technical and collaborative skillsets
• Clarified employee evaluation and promotion pathways across development org
• Provided technical guidance, timeline conflict resolution, scope enforcement, and evaluated product growth and vision with product team counterparts

I took on this role to continue growing my technical skillset and challenge myself with management and leadership responsibilities. I grew the team to provide a higher standard of support. My personal growth opened up an opportunity for me to have a wider impact in the organization by changing roles to work directly with engineering teams.

• Hiring and managing a support team of 10+ support engineers
• Automated and simplified support efforts by developing automated database repair toolkit, and browser plug-ins for customization of support software
• Technical guidance and escalation for complex issues
• Implemented support metrics and reporting to reduce response times
• Managed technical writers, including building out feedback mechanism and working directly with writers to expand and improve written documentation
• Triaging and prioritization of bug fixes with development team leads
• Collaboration with software engineers on debugging and problem solving
• Development and reporting of internal metrics and user base health
• Support website build-out and maintenance
• Obtained AWS SysOps Administrator certification

In this role I provided personal technical support for the help desk and network inventory product suite for tens of thousands of IT pros across the world. I was an IT-guy for the IT-guys. Deep-diving into our technically complex products was fulfilling for me. As our product suite grew and expanded I honed a strong interpersonal skillset that tuned me in to how to handle conflict and focus on results.

• Troubleshooting complex network and OS related asset inventory product
• Application performance troubleshooting and database repair
• Reporting and SQL support with personalized templates
• In-depth email, forum, and phone support for product suite

In this role I provided general application, email, hardware, and network support to a small business. I applied previously acquired skills to simplify the team's daily tasks. I also rolled out a new company website.

• Operating system deployment and automated builds for workstations
• Management and support of Active Directory and SQL Server
• Designed and led a Windows Update server roll-out and associated deployment configurations
• Re-design and a re-organization of the company website and its content
• Standardization of workstation configuration using Group Policy