Problem solver | Change agent | Quixotic thinker
A bon vivant, a boulevardier, a man about the ‘virtual town’; of various passions and pursuits who contradicts himself and contains multitudes.
Professionally, I specialize in post-sales customer success, enterprise support, content strategies, and Knowledge-Centered Services (KCS). You can find my digital credentials on my Credly page.
You can find pointers to my online presences at www.acdntlpoet.com or in the footer of this blog. Follow me in whatever channel you’re most comfortable, if you’re so inclined. I use the AcdntlPoet alias across most all of my accounts.
Most of my content and everything you would need to know about me can be found on either of my two main websites:
- Here, in blog form at www.waywardcelt.com/blog
- or on my whiskies tasting group site at www.3DrunkenCelts.com
I am a Knowledge-Centered Services (KCS) subject matter expert, certified in KCS v6 Practices and Fundamentals. I am very active in the Consortium for Service Innovation’s community, where I have hosted a number of roundtable discussions and presentations across multiple knowledge management topics.
I am currently leading the Global Knowledge Base team at Percepta, a BPO focused on Customer success across multiple industries with a majority focus on the automotive industry. I am formerly the KCS Program Manager at Autodesk, and the IBM Support Content Strategist in the IBM Center for Support Excellence where I continued transforming the client experience and delivering industry-leading content creation and delivery strategies across all IBM Support business units. My passion for customer success in the post-sales content space has become my primary focus and where I find the greatest value for my customers and clients.
Prior to that I was the IBM Watson Internet of Things and IBM Rational Support Social Business Program Manager. I co-authored both the Notes from Rational Support and the Notes from IBM IoT Support blogs, and curated the IBM Rational Support and IBMIoTSupport Twitter accounts and YouTube pages. Through my efforts, the Notes from Rational Support blog became the second most popular blog on IBM developerWorks (dW) year over year since 2010, until dW was shutdown on Dec 31, 2019.
I am also a wine and whiskies enthusiast. As part of my love for the dram I am deeply involved as one of the co-founders of the 3 Drunken Celts‘ tasting group. Starting in 1999, my involvement with the 3DC grew my knowledge of the whiskies and spirits industry providing opportunities to build some exceptional relationships along the way. This directly lead me creating my own expressions in 2012 as a former co-owner / chief distiller of Tualatin Valley Distilling, LLC. Now closed, TVD was nano craft distillery located in Hillsboro, Oregon where we focused on American Whiskies as well as historically researched and recreate botanical based spirits like Absinthe and the very academically driven Morewood’s Usquebaugh. At the time we were the smallest legal production distillery in Oregon, and likely also the smallest in entire United States.
I ride a motorcycle for fun and transport. I’m on a constant journey to discovery my identity. I work hard and play harder. I am obdurate, sardonic, and heavily opinionated… except when I’m not. I wantonly abuse ellipses and have a deep love for Strunk & White, CMOS, and the serial comma.