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m  i  c  h  a  e  l    a  l  l  e  n    b  r  o  o  k  s

 
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this is MICHAEL ALLEN BROOKS

 

leader • nerd • architect • adventurer

Current Journey

I am a passionate people manager with extensive experience in diverse and challenging environments, particularly within the tech industry. My focus on Diversity, Equity, and Inclusion (DE&I) drives my commitment to fostering an inclusive workplace. As I advance in my managerial career, I aim to contribute meaningfully to organizations that value their technology teams.

With a results-driven, customer-centric approach, I thrive on challenges and excel in collaborative leadership roles. My coaching style is empathetic, tailored to meet the unique needs of each team member, and I prioritize understanding what works best for both individuals and the team as a whole.

I am currently seeking remote opportunities that promote a healthy work/life balance, allowing me to lead exceptional teams from diverse backgrounds. I believe that fostering a supportive environment enables both personal well-being and professional success. Let’s connect to explore how my skills and experiences can help drive your organization’s success.

How I arrived here

My inquisitive spirit has guided my professional path, leading me to build and learn at every step:

  • I began my career as a formally trained architect.

  • I transitioned into volunteer and NGO work, which included contract positions and travel to some of the world’s most challenging locations.

  • I later invested my skills in Portland as an engineer, progressing into support and ultimately into leadership roles.

 

existence

The places I have lived, grown and thrived in years
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portfolio

EXPERIENCE

Technical Support Manager

NEW RELIC | 2019 > Present

  • Reduced engineering requests by 60% by optimizing resource allocation and improving team efficiency.
  • Achieved a 99% SLA rate by ensuring high-quality and timely customer support, contributing to exceptional customer satisfaction.
  • Increased KCS engagement by 60% by driving the adoption of Knowledge-Centered Service methodologies, resulting in better knowledge sharing and issue resolution.
  • Fostered a highly motivated support team with long tenure by cultivating a team-oriented culture, rooted in positive practices and a growth mindset.
  • Ensured successful product launches and seamless transitions by leading the development and execution of release and enablement plans for major product changes.
  • Aligned strategies with evolving business needs by adapting to changes following an acquisition, demonstrating flexibility and resilience.

Manager Customer Support Team | Expedition Outfitter

PAE, Antarctica & Greenland | 2009 > 2017

  • Managed a team of six professionals throughout product life cycles by training, coaching, and mentoring, while operating in a highly responsive customer support environment and resolving complex problems with limited resources.

ENGINEER

BODEN ALEXANDER | 2015 > 2018

DESIGNER / CARPENTER

SHELTER WISE LLC | 2014 > 2015

POLAR FIELD SERVICES | 2012 > 2014

ARCHITECT

COLLINS WOERMAN | 2006 > 2008

McKIBBEN + COOPER | 2005 > 2006

SKILLSET

proficient:

Salesforce • Zendesk • Jira • Trello

Ruby/Rails • Node • Javascript

Mentoring • Coaching • Leadership

Customer Support & Satisfaction

Familiar:

GitHub • SQL • SaaS • Security

Training • Documentation • Hiring

Agile/Scrum • Day-to-day Ops

Testing QA/QC • Workflows

Have Utilized:

Systems • Performance Reviews

Studying:

AWS • Social Psych.

Interested in:

Process Improvement • Best Practices • Ops Performance

EDUCATION

Epicodus Code Academy | 2017

Ruby | JavaScript | Rails

University of Idaho | 2006

Masters + Bachelors in Architecture GPA 4.0