Automattic

I empower and guide customer support team leads, fostering personal growth and alignment with company goals. Together with HR, I address performance challenges to strengthen team member and company alignment. Our collaborative efforts have successfully cultivated a network of team leads across Automattic Happiness, facilitating the rapid sharing of insights and mutual growth.

Furthermore, I share in defining our direction across Automattic Happiness, encompassing leadership management, performance management, change management, and support quality.

Recent achievements:

* Revised performance expectations for individual contributors by emphasizing impact measurement over detailed numbers, guiding leads in evaluating their team members' contributions. This fostered adaptable expectations, allowing individuals to leverage their strengths and establish clearer connections to our division priorities.
* Guided team leads through change management during the integration of sales into our support operations, providing coaching on supporting team members through the transition. Implemented focused exercises with defined objectives to track progress, alongside other metrics, and collaborated with leads on performance management as necessary.
* Orchestrated the development of the Woo Happy leads handbook, streamlining onboarding for new leads by consolidating all pertinent information in a centralized resource.

Lead of Leads | Senior manager for WooCommerce.com Happiness

Responsible for leading a team of 10+ Happiness Engineers in supporting WooCommerce and the WooCommerce.com plugins. Included team and culture building, and career development. Also responsible for managing the WooCommerce Happiness division together with a team of fellow leads, with a focus on process and efficiency.

Top achievements:

* Implemented a performance expectations rubric to ensure impactful assessments and promote consistent performance across teams.
* Streamlined onboarding training and checklist to a seven-week timeframe, maximizing efficiency and enabling new hires to make an immediate impact.
* Facilitated rotations between Happiness divisions to drive knowledge sharing and empower personal growth, resulting in a significant impact on team collaboration and individual development.

Happiness Team Lead

Member of Automattic's Happiness team, providing support for all products across the company. Focused on our WooCommerce plugin, supporting both the core plugin and our premium plugins for our merchants. 

* Provided customer support via tickets, live chat, and the WooCommerce forums
* Created GitHub issues, occasionally did small pull requests
* Wrote and updated documentation on WooCommerce and our products
* Trained colleagues internally, via remote training as well as setting up courses. Taught a three-day course on WooCommerce in September 2017.
* Attended, spoke, and volunteered at WordCamps and other events (organizer for WordCamp Europe 2018 in Belgrade)
* Completed a six-month rotation with the Happiness hiring team, which included selecting candidates, interviewing, and managing during trial periods, and revamping the trial process to allow us to hire more people more quickly.

Happiness Engineer

Acando

Acando and Connecta merged, the resulting company continued on as Acando.

I work on diverse SharePoint and Office 365 projects for multiple clients and can have one (or more!) of the following roles: 
* Microsoft Office (365) and personal productivity evangelist
* Technical project manager
* SCRUM Master
* Product owner
* Lead consultant
* SharePoint information architect
* SharePoint trainer
* SharePoint community work via blog (sharepoint.hannahswain.eu) and speaking at public events such as SharePoint Saturdays

Office 365 and SharePoint Consultant

Connecta

Fulfilled the following roles within the People Efficiency team at Connecta for multiple clients and SharePoint/Office 365-oriented projects: 
* Microsoft Office and personal productivity evangelist 
* Technical project manager
* SCRUM Master
* Product owner
* Lead consultant
* SharePoint information architect
* SharePoint trainer
* Set up an internal SharePoint training program with supplemental trainings for end and super users

SharePoint and Office 365 Consultant

Lemontree

* Worked on improving the internal CRM system by improving the information architecture and underlying schema as well as gaining large amounts of experience in UpSales and SalesForce.
* Reorganised and cleaned up the existing intranet, gaining large amounts of experience in Atlassian Confluence. Supported the users in using the platform more efficiently and improved information transparency by introducing tagging and content roll-ups.

SharePoint Consultant

Macaw

* Realized an extensive document management and search solution on SharePoint 2010 for ANWB “Client knowledge collection” (Klantkennis) to manage information such as market research, consisting of approximately 6,000 documents. Correctly defined metadata, search scopes and customisation of the search center via XSLT were factors in the success of the project. * Supported the content management team for Microsoft’s Dutch intranet, answering ad hoc questions as well as solving functional and technical issues with SharePoint 2010. * Spoke at the internal Macaw Conference (180 attendees) to educate colleagues on the added benefits of social media in SharePoint 2010 * Realized the migration of Macaw’s old intranet from SharePoint 2003 and 2007 to SharePoint 2010, creating a showcase SharePoint solution used to show (potential) clients an example of what can be achieved with the platform. As lead consultant, I was responsible for architecture, governance, project management and user acceptance of the new product. * Responsible for the project to migrate and rebuild the ANWB intranet based on Smart Site to SharePoint 2010 for 4,000 internal users. Tasks include project planning, governance, information architecture, managing constantly changing client expectations and training of administrators and end users.

Information Worker Consultant

Wortell

* Lead consultant role in realizing an external website for the Amsterdam RAI (www.rai.nl), which was the first SharePoint 2010 external website to go live in the Benelux. Worked closely with the client and project manager, helped manage a team of designers, developers and consultants. * Taught the entire organisation from secretaries to system administrators how to get the most out of SharePoint in a series of courses from basic “end user” SharePoint to content types and branding * Increased the integrity of the information management solutions by increasing colleagues’ understanding of SharePoint functionality (e.g. content types, page layouts, content query web parts) * Taught a course on “end user” SharePoint and the SharePoint Learning Kit (SLK) for Microsoft partners at Microsoft New York and Microsoft Seattle

Functional Sharepoint Consultant

2Eenheid Automatisering

* Offered telephone-based technical support to clients via remote technology as lone service desk employee * Handled network administrative issues involving Windows 2003 (SBS), Active Directory, Exchange, UPS devices and Cisco routers. Also handled functional issues including Windows XP, Office 2003/2007 and other end user applications * Advised sales department on potential opportunities based on interactions with clients. Reported various variables on help desk use by clients required by management. * Designed and built websites for both internal use (e.g. call registration system) and external use (client sites) using HTML, PHP and CSS.

Servicedesk engineer

Bernard van Leer Foundation

Data entry supporting introduction of Exact Synergy into the organisation. Included various IT support assignments such as writing work instructions.

Interim administration assistant

Wanadoo

Consisted of handling incoming telephone traffic in the form of administrative and technical problems for KPN ADSL.

1st line telephone support

PCL Computers

Was responsible for the entire RMA procedure and occasionally supported on the sales floor with selling PCs and components.

Sales and RMA

I am passionate about working in IT because it allows me to leverage technology to create positive change in the world. 

I am committed to serving as a leader and working closely with people, as I believe in the concept of servant leadership. 

My approach involves hiring talented individuals and actively eliminating obstacles that hinder their productivity, enabling them to excel in their work. Empowering others lies at the heart of my personal values.

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