- 1 9 8 2 -
m i c h a e l a l l e n b r o o k s
this is MICHAEL ALLEN BROOKS
leader • nerd • architect • adventurer
Current Journey
As a passionate people manager with a keen focus on Diversity, Equity, and Inclusion (DE&I), I bring a wealth of management experience from diverse and challenging environments, coupled with a strong background in the tech industry. My goal is to continue making meaningful contributions as I advance in Managerial roles, particularly within companies that recognize the value of their technology organization.
I am a results-driven, customer-centric technical professional who thrives on challenges and excels in leadership positions that require extensive collaboration. With a proven track record in team leadership, I embrace a coaching style that is empathetic, recognizing the unique needs of each team member. I am dedicated to understanding what works best for my team and its individuals.
In pursuit of my life goals, I am seeking remote opportunities, aspiring to work four days a week while managing exceptional people on diverse teams. Let's connect and explore how my skills and experience can contribute to your organization's success.
How I arrived here
I have an inquisitive spirit by nature which has led me down many professional paths building and learning every step of the way!
Formally trained, educated, and employed as an architect
Transitioned into volunteer and NGO work which led to contract work, traveling the world, and working in some of the most challenging and remote places on earth.
Invested in Portland as an engineer which led me into support and then leadership.
existence
portfolio
EXPERIENCE
Technical Support Manager
NEW RELIC | 2019 > Present
KPI - Implemented strategies that effectively reduced engineering engagement requests by 60%, optimizing resource allocation and improving overall team efficiency.
KPI - Maintained a 99% Service Level Agreement (SLA) rate, ensuring high-quality and timely customer support, thereby contributing to exceptional customer satisfaction.
KPI - Drove the adoption of Knowledge-Centered Service (KCS) methodologies, increasing KCS usage to an impressive 60%, resulting in more effective knowledge sharing and issue resolution within the team.
- Spearheaded a team-oriented culture rooted in positive practices, cultivating a growth mindset, and implementing sustainable systems, resulting in a highly motivated and productive support team with long tenure.
- Led the development and execution of release and enablement plans for major product changes, ensuring successful product launches and seamless transitions for customers and stakeholders.
- Successfully navigated and adapted to the changing landscape and requirements resulting from an acquisition, demonstrating flexibility, resilience, and the ability to align strategies with evolving business needs.
Manager Customer Support Team | Expedition Outfitter
PAE, Antarctica & Greenland | 2009 > 2017
- Led, trained, coached, and mentored a dedicated team of six professionals throughout the year-long lifecycle of our products. Operated within a highly responsive customer support environment identifying, defining, and resolving complex problems, often working with limited resources and flexibility across multiple seasons.
ENGINEER
BODEN ALEXANDER | 2015 > 2018
- Pioneered the creation and management of a more efficient project timeline system, collaborating with cross-functional teams. This system streamlined project delivery, reducing timelines and enhancing overall efficiency.
DESIGNER / CARPENTER
SHELTER WISE LLC | 2014 > 2015
POLAR FIELD SERVICES | 2012 > 2014
ARCHITECT
COLLINS WOERMAN | 2006 > 2008
McKIBBEN + COOPER | 2005 > 2006
SKILLSET
proficient:
Salesforce • Zendesk • Jira • Trello
Ruby/Rails • Node • Javascript
Mentoring • Coaching • Leadership
Customer Support & Satisfaction
Familiar:
GitHub • SQL • SaaS • Security
Training • Documentation • Hiring
Agile/Scrum • Day-to-day Ops
Testing QA/QC • Workflows
Have Utilized:
Systems • Performance Reviews
Studying:
AWS • Social Psych.
Interested in:
Process Improvement • Best Practices • Ops Performance
EDUCATION
Epicodus Code Academy | 2017
Ruby | JavaScript | Rails
University of Idaho | 2006
Masters + Bachelors in Architecture GPA 4.0