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When explaining my role to friends and family, I often use a film directors analogy. I'm surrounded by talented artists that I closely choreograph to craft beautifully engineered applications and supporting infrastructure. As a result, there can be a lot attention to detail, passion, sweat, and tears involved!

Having a broad background helps; I started out in the field of electronics, then progressed through commercial positions to IT project management and solution architecture design. At Adaptive, a corporate metadata management technology company where most of the Coherence team first worked together, I was the Professional Services VP. I learnt a lot about enterprise solution engineering and whole product delivery. As a very early customer of Zendesk in Europe, setting up modern support methodologies, I saw great potential to exploit the extensibility of Zendesk. Tired of 12 month sales cycles and 6 month implementation projects, I leapt at the chance to provide quick and cost effective implementation services for Zendesk. I still get a kick from thinking that I picked the right horse for the SaaS revolution!

As the Chief Operating Officer for Cloudset, it’s my role to look after the day-to-day operations of the company and ensure that the systems, resources, and people are in the best possible shape to achieve the goals of the company and support customers. It’s a varied role that spans most areas of the company.

In my early career, I qualified as a Management Accountant with CIMA (Chartered Institute of Management Accountants). Since then, my experience has varied and I’ve held finance roles, and worked in culture change, employee engagement as well as project delivery and customer experience. More recently I qualified as Certified Professional Coach with iPEC focusing on Core Energy Coaching.

My first introduction to Zendesk was over 10 years ago when Zendesk was still relatively new to the market. I could quickly see the benefits Zendesk could bring to our organisation and how the platform could help the agents to navigate tickets in a simple and quick way, especially with the use of Cloudset applications to extend the functionality. It’s exciting to continue working with Zendesk and Cloudset again, I can clearly see how the combined solutions of Zendesk and Cloudset Applications can help companies to resolve customers’ queries with ease and accuracy.

As Coherence Design’s Software Engineering Manager, it is my role to design and build the custom functionality that makes Zendesk work more effectively for you. I am the lead developer on CloudSET’s SLA management services and the CloudSET suite of Apps.

I have been working in software development for over 20 years. Prior to joining Coherence Design in 2010, I worked for Adaptive Technologies in Bournemouth and Plessey Research Roke Manor (now known as Roke Manor Research).

Zendesk is the great platform for me to develop software on. As a modern and open extensible help desk system, it has a simple user interface that caters for 80% of its customers’ needs. However, it also has the scope and capability that allows developers like me to build extensions and customisations that meet the other 20% of customers’ need.

As a software developer, my role at Cloudset is to design and build the custom functionality that makes Zendesk work more effectively for you.  I specialise in building the front-end user experience for our runtime Cloudset Apps.

I have over 30 years’ experience in software development. I started my career in the Advanced Techniques group at the Plessey Defence Systems in Christchurch and prior to joining Coherence Design in 2010, I worked for over ten years at Adaptive Technologies in Bournemouth.

Zendesk designs its product with extension in mind and thus provides an ideal platform on which to develop software. They are open and happy for developers like me to add functionality on top of their own product and have even gone to the effort of providing interface points to their application to facilitate this. This makes my job that much easier and allows me to build customer solutions that give our customers the increased functionality they require to meet their business needs.

As the QA and Test Engineer at Cloudset, it is my responsibility to design, implement and maintain test plans and cases to ensure the software solutions are delivered with the high quality and functionality Cloudset is known for. I work closely with the Developers and our Product Manager to understand requirements, identify potential risks, and provide feedback on issues discovered during testing.

I have 5 years' experience in the software testing industry and within that time have been lucky enough to test software for some well-known companies across numerous industries.

Zendesk is a help desk system that is a very open approach to extensions and a very active community. These characteristics make it even more enjoyable to ensure our applications are up to the high quality seen throughout Cloudset and throughout Zendesk.