XDMOlson

Author Information

Bio

Allow me to introduce myself with some accomplishments from my most recent employer, Xdrive.com, part of AOL LLC.

When I started my employment at Xdrive the company was privately owned, this was just before the purchase by AOL. After the AOL purchase things started changing rapidly. Legacy Xdrive staff turnover, new Xdrive/AOL management, a new road map of the Xdrive vision, product and services. During this transition period I played several key roles. My primary role was as the Interim Customer Support Manager/Senior Tier 3 Technical Support Engineer for Xdrive LLC.

In this role I was the liaison between the Technical Support department and the Xdrive Engineering Teams, Xdrive QA Teams, and AOL Management. In this capacity I provided Xdrive and AOL Management feedback in regards to the consumers technical issues. Weekly meetings, called the Technical Support Open Issues that I lead and provided all the statistical information about the consumers overall experiences with the Xdrive product and services. Another role that I was assigned to was to manage the off shore team (InfoSys) that was contracted to provide additional Technical Support staffing during the transition period.

These roles afforded me the ability to have my thumb on the pulse of the consumer experience 24x7x365 by monitoring the Trouble Tickets, the Xdrive Forums (Head Forum Moderator) and continuous testing of the production environment. In this role I was the Single Point of Contact (SPOC) for major companies like GE, Disney, and AOL for all Technical Support issues in regards to the Xdrive product and services.

I was also the Single Point of Contact (SPOC) for US Senator Offices, Doctor Offices, Attorney Offices and all Legal Investigations in regards to fraud and abuse (copyright infringement) during the use of the Xdrive product or services.

As I mentioned, another key role was as the head moderator of the Xdrive Forums (MOlson). Another key role was a company character I created, called, Doctor Xdrive. In this role I posted marketing information about Xdrive's products and services on competitors web/blog sites and in forums like Downloads.com, Box.net, FatWallet.com, the 24x7x365 Xdrive Forums, and the Blogosphere community at large.

History

Member for

1 year 6 weeks