foreign [Music] company and role my name is Mia ASC I work at Glide fast Consulting and I'm the director of technical development as a director of technical development tell me a little bit about the type of work you do I do a lot of coaching one-on-one with our employees both both for Technical and non-technical skills I do my best to build them up to be rock stars because our company is comprised of rock stars but you don't find a rock star you make a rock star you don't find a rock star you make a rock star tell me how do you make a rock star what are the ingredients I would say the ingredients is curiosity Drive and the ability to adapt ity drive and the ability to adapt what are some of the biggest challenges you find in making a rockstar because we know not everything is easy right tell me some of the biggest challenges that you have found I would say some people are so unsure of themselves when they are surrounded by people who are already shining that they feel that their light is diminished and they have a harder time finding that light and that passion and so you have to kind of build them up a little bit and point them into various different areas until they find that thing that Sparks that joy in them when it comes to whether it be a personal Joy because they can see the use of it in their own world or a professional Joy because they enjoy seeing people succeed with what they're delivering wow now how long have you been with the company and how did you get here I have been with glide fast since its Inception I was with Mike and one of the previous owners Lloyd in a project before Glide fast actually started I was a web developer initially and I got pulled on as a contract in a project with them and I didn't know servicenow per se but I knew about it and I was constantly bugging Mike and Lloyd like I can't get this Quarry to work point me to some resources I can't figure this out how can I do this Give me the give me a direction to go in and I was able to create one of the first CSM portals before service portal was actually a thing that looked like an actual website whereas most of them kind of resemble more like a 1995 website because you had a lot of back-end people doing front-end work and then I was a front-end person and a back-end person now able to take that was knowledge and skill and apply it to servicenow then it happened was as they started the company a few months after that contract ended and I got pulled right into the poll right away see now you're making me like you you just blew my wig off with that story Glide fast is actually known for having Out of This World Service portals and now I'm starting to learn that you had a direct hand in that and to this day that is one of the things that Glide fast is known for can you talk a little bit more about CSM and what we're doing in that space here at Glide fast um well the service portal is a user interface and the psychology behind it is is to understand how people can most efficiently get their work done they only got 5-10 minutes to do something and if we make it too clunky they're not going to do it but there's also a psychology behind color theory and all sorts of things so as we design it using the clients palettes or the clients design guides we also build it so that it can be easily used in an intuitive level that takes a little bit of a psychology background before you can even move into that space so as we get more people who can support the service portal and build the service portal we go through a lot of those psychology background pieces and we have such a huge team of extremely talented individuals some of whom I coached myself and have become rock stars Lauren to me is somebody I've coached from ground down now she's one of our best service portal people tell me a little bit more about some of the rock stars that you've coached and created here at Glide fast um well there's Lauren to me is one and she's an amazing um person that's been here I'm currently um coaching one of our potential rock stars that's really starting to come into Omer he's fantastic he's so smart and he's just starting to like find his spark and really expand into a good space we've got a couple other folks that may or may not still be here I don't I don't really want to name a few folks but I've also helped build other people who are rock stars but I may not have built them up or coached them personally but I was alongside as we both went on the journey I've worked extensively with people like uh Chris NATO top tanti I've worked a lot with Eric Jones who was just I was just talking to recently I've worked a lot with Aaron Johnson I've worked with Mike Lombardo myself like him and I worked on projects together in the very beginning so I've worked a lot with everybody and we kind of help form each other's idea of what that rock star would look like and how we would work as a team and build that that energy that we have now even to today love the story and you mentioned Omer and a range of other people but what struck me about what you said is that you talk about quite a wide cross-section of people and if I remember a little bit about omer's story he's one of our GCU graduates right yes he absolutely is a GCU graduate and he's got very strong technical background and he's very smart at working through those problems and finding those Solutions but depending on somebody some people might lack a little bit more when it comes to the customer service skills and some of those softer skills where they might be strong on the technical or someone might be strong on the customer service side but needs a little boost on the technical side Sometimes some people are moderate in both but just need a little bit of encouragement so they can build that confidence to be able to you know continue to grow and so we kind of try to facilitate that as a team within the company we have like so many supporting channels written slack just to build that we help each other out we are there to rise up we do not push anybody down we're all there lifting everybody up you don't know and answer somebody will and so we're building that as the as doing what I do with this and coaching people helping them build them up we want to build them up because if they succeed we succeed I attended Bill McDermott's keynote for knowledge 2023 a good part of his keynote focused on rise up about his Grand and important initiative to scale up one million people in the servicenow platform by the end of 2024. I mentioned to you omer's background coming through GCU which is Glide fast internal program where they take people without any technical experience they put them through the training and it's not free they actually get paid during the training and now I'm hearing that they go through the training they potentially get hired full-time as a full-time a regular employee at Glide fast and then the training and the support doesn't stop there tell me more about that I can't even tell you how often I have reached out because I can't get a piece of code to work and I've been here for eight years or more I don't even remember anymore and there's been plenty of times I need help I'll reach out and somebody will jump in and help you you put in a question I can't get this to figure out you put it in one of our help channels within five to ten minutes someone is jumping in and helping you if somebody wants help they can come to me directly they can they can be referred to by a manager they can be referred to by a project lead and it's not a shameful thing we all have room to improve I have room to improve and I've been here for the longest time top has room to improve we all do and we will continue to improve both as a company as our expectations are evolving as our companies get bigger as as the platform is evolving and so we have to evolve it it is you know when we joke around one of one of our taglides is innovate or die that applies personally as well as culturally within the company we have to innovate we have to adapt we have to adjust we have grow yeah and if we can't do that um you know it's going to be a challenge but you can't unless you have the property support you need to have the appropriate support to be able to continue to grow a plant can't grow without water and sunlight and so we need to make sure we're providing said water instead of sunlight final two questions when a customer chooses Glide fast as this implementation partner what does that customer get from us that they're not able to get anywhere else honesty integrity and the true desire to make them succeed with what we deliver final question Mia what is your superpower I am able to see gaps in needs in situations and extrapolate from that for a solution that might not have necessarily been thought of and you heard it here I'm Kylie Alexander we're at Glide Fest 2023 Las Vegas Nevada and we are with Mia the rock star maker let's go