Brandon Bruce & Ell Marquez - How To Train Your Customers: Changing the Course of Support
Channel: BSides SATX
Date: 2019-09-21

Title: How To Train Your Customers: Changing the Course of Support
Presenters: Brandon Bruce (@Netcromancer)  & Ell Marquez (@ell_o_punk)
Track: In The Beginning 03
Time: 1000
BSides San Antonio 2019
June 08 at St. Mary's University, San Antonio, Texas

Abstract:
Every support team has their horror stories, but what if there was a way to engage your base more effectively? What if you could teach them how to collect data for you, raise informed concerns and boast about your team’s efforts? Come learn about methods for converting customers into true believers. 
Speaker Bio:
Brandon Bruce is the Customer Support Manager for Linux Academy. Starting as a Linux System Administrator, he has also been a part of the Rackspace Private Cloud team, constructing OpenStack environments.
Ell Marquez has been part of the open-source family for a few years now. In this time, she has found the support needed from her mentorship relationships to grow from a Linux Administrator to an OpenStack technical trainer at Rackspace. Recently, she took the leap to join Linux Academy/ Jupiter Broadcasting to help them grow and mentor their communities.