Aaron Falk Email & Phone Number

Portland, Or, Us

Eindhoven, North Brabant, Nl

As the Principal Developer Advocate, I manage a globally distributed team of developer advocates and community managers. We drive developer success through education, advocacy, storytelling, and looking at how to lower barriers to adoption of our APIs and SDKS on the HERE platform. Telling stories with data and products as a means of connecting real world location problems to solutions is fundamental to our mission. Responsibilities include:• Helping shape and drive the developer strategy to establish developers as first class citizens and bring awareness to every step in the developer journey.• Drive and develop the developer community strategy to ensure bi-directional feedback is established as well as the activation, engagement and retention of our community members.• Responsible for building a diverse global team that drives awareness, adoption and collaboration among internal stakeholders and developers across the world.• Collaborate across the organization to create world-class mapping and storytelling assets that leverage HERE APIs for demos, samples, blog posts and other content.• Advocate for the external developer community to capture and reflect the customer experience within the product roadmap using customer councils and community outreach initiatives.• Foster a team culture that wins together, learns fast and gives back while being opinion leaders within their domain.• Contribute to developing thought leadership among social advocacy to form a unified developer content strategy and communication approach within a brand context.• Tap into social media and community engagement strategies to nurture developers, scale community, and establish HERE developer evangelists as active listeners.• Perform data analysis, visualization and data engineering workflows using GIS tools such as GeoPandas, ArcGIS, and open source offerings for creating web mapping applications, static maps, and other visualizations.

San Francisco, Ca, Us

Redlands, Ca, Us

• Partnered with product Management and engineering teams on product enablement and release preparedness • Community building and support through nurturing product streams within the Esri community • Produced engaging content and training materials through videos, e-learning and blogs • Lead a small team for customer outreach initiatives to proactively address software defects• Developed and managed programs that facilitated knowledge transfer and customer outreach efforts• Provided product feedback throughout product release to directly assist with product launch• Advanced and managed product awareness and messaging to services teams• Promoted and expanded Product Knowledge and a culture of learning through partnership, influence, and engaging experiences (brown bags, tech transfers, learning labs)• Partnered with services leaders to identify challenge areas and improve future product launches• Collaborated globally with strategic virtual teams and managers to improve processes, documentation and communication• Promoted active and open engagement within a virtual technology team to ensure collective understanding of products, messaging, and supportability efforts• Leveraged themes raised by technology leads to identify and drive appropriate action• Partnered with support readiness to expand awareness of team mission and strengthen relationships with Product Management• Designed projects for improving process and overall product supportability

Redlands, Ca, Us

Provided expert-level account management and support to coordinate overall escalation management and technical solutions for our customers.Responsibilities:• Apply technical account management and problem-solving skills to isolate mission-critical issues; coordinate with various groups within Esri to connect our customers with the appropriate staff.• Develop action plans and provide ongoing customer management with the goal of expediting resolution times.• Function as technical liaison to the User Advocacy Group, development teams, or international distributor/regional offices to provide business intelligence to various groups within Esri.• Work with the escalation management team to monitor the progress of hot fix requests related to Premium Support customers, business partners, and international distributors.• Provide Premium Support customers, business partners, and international distributors with proactive information such as weekly status reports on support incidents; participate in conference calls and perform on-site visits as needed.• Focus on building long lasting professional relationships with customers and be familiar with clients’ architecture, infrastructure, and business goals.• Manage the approval process for team submissions related to getting our Premium Support, secure support and business partners critical fixes.• Manage or participate in various projects focused on improving the delivery of the Premium Support program, such as developing and delivering on-boarding presentations to staff and improving existing workflows.• Develop onboarding and training materials and deliver them to new technical account managers and other support staff.

Redlands, Ca, Us

Provided timely, expert premium and standard consultative support to our users by phone and e-mail.Responsibilities:• Provided high-level support to assist end users of Esri software products with technical issues, educating and helping with workflows, and testing software.• Identified, understood, and articulated solutions for customer issues by means of ArcGIS knowledge including ArcGIS for Desktop, ArcGIS for Desktop extensions, and other related desktop technologies• As the Subject Matter Expert, documented technical issues via case tracking which involves authoring, technical editing, and publishing of Knowledge Base articles as well as authoritative online content• Developed and created documentation used to partner with software development teams to troubleshoot issues and evaluate solutions• Interpreted user issues to determine or recommend software changes to product engineers• Worked in other technical areas of software support as customer and business needs require• Recruitment through technical phone interviews and onsite interviews• Mentoring new hires with proven leadership and technical excellence

Redlands, Ca, Us

Creating and editing data elements for the world topographic map available at ArcGIS.com -Created a comprehensive campus basemap of CSUSB.-Derived raster elements (contours, hillshade, and vegetation) for U.S. counties and the country of Belize.-Conducted client interviews and wrote success stories for ArcGIS.com.-Data reviewer and data interoperability for client data submissions.

Marketed and branded small client-contract based window washing company.

Principal lead on marketing, advertising, and purchases.

Bachelor Of Arts (B.A.), Environmental Studies

Minor, Geography And Cartography

Associate Of Arts (A.A.), Liberal Arts And Sciences/Liberal Studies