Mark Fulton Email & Phone Number

Chapel Hill, Nc, Us

Chapel Hill, Nc, Us

Redwood City, Ca, Us

Oslo, Norway, No

First US based member of the Customer Experience and Design team at Unleash , where I enjoy a dynamic, multi-faceted role working with customers platform, leadership and development teams while also leveraging skillsets in the area of Customer Enablement & Education.* Planning and integrating the Unleash feature flag management platform into cloud and microservices based architectures, utilizing cloud and kubernetes skillsets* Strategizing the rollout of feature flags with focus on developer efficiency and value / business KPI driven outcomes, driving automated feature flag use* Advising on Best Practices for scaling and expansions* Delivering live instructor led training to audiences of all levels and technical backgroundsCustomer Enablement & Education:* Established Unleash Academy, Unleash's education portal.* Define and rollout self-paced, persona driven learning paths to aid onboarding for all Unleash platform users, from Open Source to Enterprise* Develop and maintain courseware materials for Instructor-led training* Develop technical video content with wide audience appeal, integrating into Unleash Academy self-paced courses* Building out certification exams for Unleashes certification program

San Francisco, California, Us

Leader of the Customer Education function at Sysdig, running a team of Curriculum Developers building self-paced and ILT content for customers, partners and prospects, scaling headcount to accomplish business goals across Sales and Customer Success. Developed IC’s into technical specialist roles across Cloud Security (CSPM, CIEM, KSPM), Observability (Prometheus/PromQL, Grafana, Sysdig Monitor) and Runtime Security, Compliance, Forensics (Falco, Sysdig Secure) and ecosystem integrations for cloud services, all while maintaining core Kubernetes admin principles and experience.Overhauled learning strategy to align with customer personas/organizational roles and product use cases, increasing the length of time learners spend on the portal and value perceived. Rearchitecture of LMS to implement use case / persona driven learning. Collaboration with Customer Success to implement onboarding programs for customers by use case.Developed first full self-paced training course on Falco open source for beginners and intermediate audience. Involved engagement with Open Source community for buy-in and sign off of our development plans, assets and publication of falco OSS content. Built AWS and Falco workshops. Technical bootcamps for OSS Observability, Sysdig Monitor and Sysdig Secure. Delivered at internal company events and at Kubernetes events and meetups.In depth analysis of learning needs of audience, executed gap analysis across existing curriculum resources. Built content roadmap of videos, hands-on labs and workshops to address, in alignment with Product, Marketing and CS teams for prioritization. Regular monthly reporting to C-Suite executives and business leaders. Established networks with key internal subject matter experts and stakeholders, enabling cross-functional promotion, content collaboration for projects. Built relationship with key Product and Content Marketing contacts to enable collaboration on Marketing launches and demandgen

San Francisco, California, Us

As a trusted advisor and customer advocate, drove successful business outcomes and growth for Sysdig’s largest enterprise customer, collaborating with customer and internal teams to drive platform reliability, availability and scalability across massive scale, leading to repeated annual product renewal and doubling install footprint across public and private cloud.Achieved through technical expertise and thought leadership in the areas of Kubernetes (cluster and resource management, troubleshooting), Cloud Security (vulnerability scanning, runtime security with falco, forensics) and Observability (prometheus, grafana).Technical expert and architect for building out expansion to additional clusters and complex upgrades. Continuous mentorship of coaches and champions to increase autonomy of managing Sysdig platform. Demonstrating thought leadership to champions and coaches on cloud native ecosystem and Sysdig product use cases through on-site and virtual training. Directing POVs for new feature use cases and rollouts. Assisting with tests of new features in staging enviroments and new tooling rollouts.Management of business critical escalations across the platform and hosting kubernetes clusters, enforcing sound incident management practices to lower time to recovery and conduct in-depth post-mortems, implementing automation/golden signals to adopt a proactive approach to minimise downtime/critical issues.Management of in-depth queries across user base and internal customer functions, going to the source code level to review observability metric behavior when needed, and reviewing data ingest pipelines/data lakes across Redis and Elasticsearch.Advocacy of customer to internal Sysdig teams - clear communication, management and documentation of customer use cases, goals, strategy and priorities to executive stakeholders, product and engineering leadership centering around a growth strategy.

San Francisco, California, Us

Houston, Texas, Us

Master Engineer as Knowledge & Education Lead for the Global Support team at HPE Nimble Storage, developing, coordinating and delivering training and knowledge content to Technical Support employees and OEM partners, maintaining responsibility for ongoing Support Engineers technical development with the strategic goal of increasing engineers’ efficiency to resolve technical cases and their ability to provide a quality service to external and internal customers.* Developed and delivered technical training materials for instructor-led and self-paced training of all technical levels from onboarding to expert level for Nimble Storage arrays and host integration platforms (VMware vSphere, Windows Server, Redhat Linux), Support process* Provided leadership, mentoring global instructor team deliveries of training to support engineers, ensuring delivery consistency with established standards* Project manage tools and process rollouts to empower and increase efficiency of support engineers, working with key support and engineering stakeholders. * Develop and manage support documentation (KCS, Knowledge Base, Integration Guides).* Enforce compliance of the KCS (Knowledge Centered Support) standard across the global support team to empower TSEs and customers with knowledge, deflecting/minimizing engineering escalations* Identify and address knowledge gaps. Content curate Confluence based wiki. Maintain vSphere/Cisco UCS based training lab environment. Build lab scenarios to complement Provide training to the HPE instructor teams, partner engineers and service engineers on Nimble Storage hardwareKey Nimble Storage technology and business process consultant for HPE integration/merger projects

Houston, Texas, Us

Master Engineer as Knowledge & Education Lead for the Global Support team at HPE Nimble Storage, developing, coordinating and delivering training and knowledge content to Technical Support employees and OEM partners, maintaining responsibility for ongoing Support Engineers technical development with the strategic goal of increasing engineers’ efficiency to resolve technical cases and their ability to provide a quality service to external and internal customers.* Developed and delivered technical training materials for instructor-led and self-paced training of all technical levels from onboarding to expert level for Nimble Storage arrays and host integration platforms (VMware vSphere, Windows Server, Redhat Linux), Support process* Provided leadership, mentoring global instructor team deliveries of training to support engineers, ensuring delivery consistency with established standards* Project manage tools and process rollouts to empower and increase efficiency of support engineers, working with key support and engineering stakeholders. * Develop and manage support documentation (KCS, Knowledge Base, Integration Guides).* Enforce compliance of the KCS (Knowledge Centered Support) standard across the global support team to empower TSEs and customers with knowledge, deflecting/minimizing engineering escalations* Identify and address knowledge gaps. Content curate Confluence based wiki. Maintain vSphere/Cisco UCS based training lab environment. Build lab scenarios to complement Provide training to the HPE instructor teams, partner engineers and service engineers on Nimble Storage hardwareKey Nimble Storage technology and business process consultant for HPE integration/merger projects

Houston, Texas, Us

Houston, Texas, Us

San Jose, California, Us

San Jose, California, Us

Fornebu, Akershus, No

Education record

Education record