Michael Heap Email & Phone Number

Chichester, Gb

San Francisco, California, Us

San Francisco, California, Us

Product lead for Kong on Kubernetes (Kong Gateway, Kong Ingress Controller, Kong Operator)Key Results:* Built and delivered a pricing and packaging review for Kong on Kubernetes to the CRO + staff. This involved interviewing customers, plus pre and post-sales employees. Made a recommendation (which was accepted) that minimized $$$ left on the table in deals.* Zero to one delivery of the Kong Gateway Operator, including a successful launch of it's Open Source release and subsequent Enterprise-only features* Reduced the number of escalated accounts using Kong on Kubernetes to zero. This involved being able to talk to both executive buyers and engineering teams* Led a ground up rewrite of Kong on Kubernetes documentation, including copy/paste instructions for EKS, GKE and AKS users. Reduced support questions related to ingress configuration by 87%

San Francisco, California, Us

Built a team of 10 high performing individuals to drive adoption of Kong's technologies across Developer Relations, Documentation and Product Analytics.Key Results:* Reduced time spent on documentation maintenance by 80% through investing in tooling for common workflows.* Scripted, built and recorded demos for executive keynotes at our first party conference (API Summit) every year. This involved coaching colleagues who were presenting the demos on both the capabilities being presented, and presentation style.* Instrumented all product-owned web properties directly, and co-ordinated with marketing owned properties to ensure we had a 360 degree view of user interactions across all sites. This allowed us to answer questions such as "which documentation pages is company X viewing?" and "what sequence of events lead to signup?"

Holmdel, New Jersey, Us

In 2020 my role evolved into a portfolio level role and added the Vonage customer dashboard, end-to-end experience and UI/UX teams to my reporting line for a total of 25 people. In addition to owning developer experience, we now own all customer touchpoints including signup, tooling and email drip campaigns.In this role I’m responsible for setting the strategy for growth (100% YoY), coaching managers on how best to support their teams and managing a multi-million dollar budget.Key results:* Vendor selection, procurement + development to enable translation of documentation into Chinese and Japanese to support APAC expansion.* Convergence on the Vonage brand across multiple company acquisitions and associated go-to-market. Gained consensus from engineering, product, marketing, support and community across multiple business units.* Successful UX research projects, including tree testing alternative navigation options which resulted in a 23% increase in customers finding the option they were looking for.

Holmdel, New Jersey, Us

Took ownership of our developer platform and built a team to maintain the platform and content. Starting with a single technical writer, and ending with a team of fourteen people responsible for API standards, documentation, server SDKs and client SDKs. This group was known as API Experience, and owned the experience that any developers using the platform would use.Key results:* Increased “Very Satisfied” customer satisfaction score for developer properties by 13%* Updated documentation for all products, resulting in a positive feedback % increase from 45.5% to 80.1%* Over 1M installs of framework specific SDKs for Laravel, Spring Boot and Ruby on Rails

Holmdel, New Jersey, Us

Holmdel, New Jersey, Us

Joining the team as a developer advocate with a focus on the PHP community, my responsibilities initially focused on maintenance of the Nexmo PHP SDK and production of quick start guides for each API. The role quickly expanded to cover ownership of the Nexmo API standards, ensuring a consistent experience for customers. The role expanded further after the departure of our documentation lead as I took on maintenance of our developer platform.

London, Gb

Charged with taking a development team that has grown organically and adding a well defined software planning, development and build system around them, my role encompasses everything from Jira workflow setup to automated iOS builds for enterprises and everything in between.Responsibilities:* Jira + Github Administration* 3rd party access reviews* Build desktop / mobile applications for Windows/MacOS/Linux/iOS/Android in an automated way* Support the teams in moving to a TDD workflow* Production infrastructure management* Architecture review for new and existing componentsI left the role after 9 months as my dream job was available. During my time at Digi.me, I took the team from zero automation to a continuously built and automated deploy system. Releases were automatically deployed and tested on several environments (dev, bizdev, partner sandbox, staging, production) using a combination of Chef, Terraform and Jenkins

Reading, Berkshire, Gb

Starting as a developer on our data delivery platform and working my way up to running a dedicated maintenance team, I provided support in many roles at DataSift. Day to day, I was responsible for a team of 3 developers working in one of six possible languages Highlights * Closed over 80 customer facing issues in under 6 months after spearheading the creation of our maintenance team. *Worked closely with the billing team to replace an aging billing system. This involved like-for-like feature parity and several integrations with external services. * Provided HTTP request signing for security conscious customers based on the SSL client certificate protocol * Lead internal developer on StoryPlayer, our open source integration testing tool. It provides test environment management and assertions for software in any language.* Organiser of the automation and infrastructure guild, responsible for developer focused tools and Chef cookbook standards development. Worked closely with both the development and the operations teams to make sure software was being developed and shipped in a consistent way.

After graduating university, I was offered a full time role as the lead developer at Max Software Ltd. In this capacity, I reported directly to the company owner, and managed 3 people. As well as providing technical direction I became involved in the business side of things, working on pricing models and reaching out to tech journalists to increase exposure of the tools we were building. Highlights * Provided a robust self-healing system with comprehensive documentation * Learned NodeJS in my free time as it was a better fit for the problem than PHP. Implemented a solution and saw a 10x performance improvement * Designed the architecture of a system that collected hundreds of thousands of tweets in a MySQL database that was over 100GB in size, whilst still returning data in under 750ms.

Working in the UK office of a Canadian company, I was responsible for rewriting a legacy application using modern techniques, as part of a team of four.Note: This was part time whilst I was at university.

At Versatilia, I had a wide range of responsibilities, from fixing bugs to performing releases of new software to talking with customers. I worked on a wide range of projects, from marketing sites to a bespoke ecommerce solution used by various large companies.Note: This was part time whilst studying. It worked out to be approx 16 weeks work, per year.

Bsc Computing, Computing

Bsc Computing, Computing