The presenter is a Knowledge and Community Manager in an Engineering Software customer support empowered to make sure that both the front line engineering support team and customers get the best information as quickly and accurately as possible. Backed up with experience in the trenches as a Technical Support Engineer, providing dedicated technical advice to accounts from small local businesses to global brands. He has led the knowledge and transfer of information within the company and is also the driver of the customer success community within the self service portal. A promoter of eliminating departmental and technological boundaries the presenter works to connect employees across 10 time zones and 20 countries in a clear, concise and collaborative manner.