Today we are presenting an interview with Matthijs van Leeuwen, the ANCILE Global Support Team’s own Knowledge Guru. Read on to learn more about Matthijs and what makes him a guru!
Larry Blog Committee: Hi Matthijs, the Larry Blog Committee would like to ask you a few questions and get to know what you do a little better. Can we start by asking you to tell us a little bit about yourself?
Matthijs van Leeuwen: I currently live in the Netherlands about 1hr North East of Amsterdam. I joined the company in 2005 as a product trainer and pre-sales consultant, after working for a different American company as an Application Support Specialist.
Larry Blog Committee: What does a Knowledge Guru do, anyway?
Matthijs van Leeuwen: Anything and everything knowledge related. Training colleagues, presenting new and current features and functionality to our customers and analyzing business requirements to devise technical solutions.
Larry Blog Committee: What did you do for ANCILE before becoming the Knowledge Guru and how did that prepare you for your new role?
Matthijs van Leeuwen: After 3 years in the product trainer and pre-sales consultant role, I moved from the Professional Services department to Product Support. I started as Senior Product Specialist and Team Leader for the EMEA Product Support team. After being in this role for 1.5 years, I transitioned into the role of Knowledge Guru.
Working with customers from a training and pre-sales perspective, and later as a support team leader was a great preparation for the Knowledge Guru role. Both of my previous roles really helped to get an understanding of our products from different sides. As a trainer you tend to work with the latest releases and implement them across the world. As a Product Support Team Leader, you are involved with Support Tickets and the solutions for technical issues.
Larry Blog Committee: How do you decide when new training is necessary for the ANCILE team?
Matthijs van Leeuwen: Training is always required, it’s a never ending cycle due to new products, new versions of existing products and the hiring of new personnel.
Larry Blog Committee: What tools do you use to create training materials for the internal ANCILE team?
Matthijs van Leeuwen: I use uPerform for creating training material. If I need to document uPerform functionality, I tend to use Info Pak to make a recording and then convert it to a uPerform file. I use Evernote to write all the transcripts for the files and general project information. I use Adobe Photoshop and Paint.NET for changing/editing images. Finally, if I need to record audio, I will use either uPerform or Audacity.
Larry Blog Committee: What is your favorite part of being the Global Support Team’s Knowledge Guru?
Matthijs van Leeuwen: I love the interaction with customers and colleagues, the opportunity to be at the front line of new products and new versions. Another thing I really enjoy is the opportunity to work with our customers directly regarding complex project, system and architecture requirements.