Born a San Francisco Giants fan, I've been with Symantec since 1997, starting in the WinFax PRO 4 phone queue. I was a lead for that product for a year and a half, then moved to the agent QA team for a year. In 2001 I moved to a supervisor role - first for Norton product support agents and later for the Enterprise support team.
I moved back to consumer support in 2005 to take over the management of the consumer English content team, the Product Support Engineering team and later the global consumer support content team. I currently manage a team of 46 people located in six countries focused on Training, the Online Support Experience (including the Norton Forums) and localization.