Bill’s Story

Bill Evans got his start at Apple in the 80’s right after he graduated with a degree in computer science. He gravitated
toward working with people and knew he didn’t want to stare at a screen all day. Throughout his career, Bill has held
management positions at a few different tech companies and is currently a Senior Director of Customer Operations
at SurveyMonkey.

Bill has participated in the tech sector since the beginning, so he’s seen firsthand the value of staying up to date with
innovation. In 2016 he was looking for a way to connect with others in Support and get caught up on new practices
when a colleague recommended SupportDriven. Since then he has been an active member of the online community
and has attended most of the SupportDriven conferences as a participant, team leader and presenter. For Bill,
sharing his knowledge is a joy because he can make a difference in the lives of people who are just starting their
careers. He has benefited personally from his role as a mentor in ways money can’t buy.
Bill Evans
Experienced Manager
Current Job Conference Attendence
“SD Conferences are a chance to
share my knowledge with the Type of company: Large SaaS 2018 Conference
rest of the community” Work Situation: In office, frequent travel • How they heard about it: Recommendation from
colleague
Time in support: 12 years • Quality of conference experience: Very high
• Enjoys presenting and mentoring others • Most memorable moment from conference:
Role: Sr. Director of Customer operations at
• Is bringing a small team SurveyMonkey Delivering a talk from the perspective of a hiring
• Wants to bolster professional connections manager and helping job seekers with resumes
Most enjoyable part of job: Travelling to afterword
conferences and networking, mentoring 2019 Conference
managers and team leads
Personal Information • Reasons for attending: Presenting, networking,
Most frustrating part of job: Navigating bringing team members
Age: 56 corporate politics • Expectations: Bill will strengthen professional
Gender: Male
connections, his team will come away with an
From: Seattle, WA
introduction to the support world
SD Community membership: 3 years
Accessibility: Auditory challenges • How they pay: Company development funds
Hobbies: Wine, spy novels, loves his new • Other conferences attended: ZenDesk Relate,
Tesla Opentalk, Elevate
 Mai’s Story
Mai entered the support industry as a Frontline employee for a Californian software company called ROSCO Inc.
She loved helping people solve their technology problems, but disliked how the company valued profits above
users. That’s why she made the move to the non-profit sector by joining the support team at Homebound Recovery
addiction rehabilitation center. She was promoted to the manager position two years ago.

Mai hopes the SD conference will be a great chance for her team to bond while making new professional connections.
She also hopes that listening to SD speakers will help her team take a step back and look at support in the big
picture when solving problems. Most importantly, Mai wants to give her team practical tips that they can use to
improve their daily professional lives.

Mai MacIntyre
Non-Profit Manager
Current Job Conference Attendence
“Looking forward to who is
speaking this year.” Type of Company 2018 Conference
• Manager bringing her team Company type: Non-profit • Reasons for Attending: Found out about the
• Going for team bonding, big picture view, conference from the SD Slack channel
and practical tips Work Situation: in office
• Most Memorable Moment: Talking to a speaker
• Expects great speakers Time in Support: 12 years. after their talk and becoming close friends
2019 Conference
Personal Information Role: Manages of support team
• Reasons for Attending: Attending because she
Age: 34 Most enjoyable part of job: Mentoring and
wants to bring her support team for a bonding and
Gender: Female coaching her employees
learning experience
From: Sacramento, CA
Most frustrating part of job: Trying to keep • Expectations: Expects practical tips that she and her
SD Community Member: 3 years
up with the changing expectations around team can use in their daily professional lives; looking
Hobbies: camping, taking art classes with
customer service and technology forward to conference speakers
her family
• How She Will Pay: With professional development
funds