Mark Jackman Email & Phone Number

Palo Alto, Ca, Us

Palo Alto, Ca, Us

Established the company's Technical Support group, building and leading a small team that became well known within the industry for being the tech support people you actually want to talk to for assistance, as opposed to being the tier you want to get past as quickly as possible in order to reach someone who can actually help.In addition to managing our customer-facing responsibilities, I also work extensively with our various development teams on bug and issue resolution, upcoming feature planning, and ongoing development. I have somehow become the go-to person for design and technical reviews, I suppose because I tend to find ways a planned implementation or interface could be made more self-consistent, flexible, and/or general. In addition, as a primary voice for the interests of existing customers, I serve as our staunch defender of backwards-compatibility, or of considered, well-communicated roll-outs for any features that require changes by our existing install-base.In the same vein, I am the primary gatekeeper for issues related to the abstract data model that defines the representation of all of our geo-spatial data. Additions and extensions to the model are made with extreme care and review, requiring a broad view of the company's technology from the data import process all the way through to the many different ways the encoded data is utilized by our middleware and end-user software tools. When a change is needed or proposed, I make it my job to ensure we don't lose sight of any of those many pieces.While the overall job description is very much technical, I find that as often as not my contributions are as a professional communicator, whether deciphering customers' issues, keeping them abreast of our latest developments, making sure internal teams stay on top of priorities and commitments, or just extracting the most salient bits from internal email communications to ensure the points are in fact driven home for the right people.

deCarta was formerly Telcontar, changing in name only in June 2006.

Pre- and post-sales technical support, issue management, software product training, technical documentation review and development, project management, process development, and custom deliverables