Mick Frederick, CEO/Founder
I am a dynamic ITIL-Certified Operations specialist with almost fifteen years of Support Management experience building best-in-class Support teams for Yammer (Microsoft), Zendesk, eCast and Coinbase. I love to create and nurture teams from small in-house teams, to global 100+ person teams. I have a knack for problem solving, budgeting, forecasting and training.
My main passion is coaching and career path guidance for team members I lead. The teams I create are often focused on skills and sophistication of the Support employee, and Customer needs, and not the product function.
Tech skills: Most customer-facing SaaS (ticketing, CRM), technical writing, project management, data manipulation, deep understanding of most development and networking concepts, and my experience at Microsoft has taught me that Ive been known to build a spreadsheet and slide-deck presentation here and there.