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Thomas Knoll

Studied in Luther Seminary (07), Concordia University-St. Paul (06), Community Advocate at Seesmic (08-09), CCO at UserVoice (09), Guild Member at We Know (07), Customer Development & Community Cultivation at Swordfish Corp since 2009.

Headline:	Startup Member
Work status:	Employed Full-Time
Website:	http://thomasknoll.info
Industries:	Computing, Education, Gaming, Information Technology, Internet, Media
Skills:	Business, Design, Languages, Law, Leadership, Management, Public Relations, Web design, Writing
Location:	San Francisco, CA
Interested in:	Advising startups, Consulting opportunities, Finding business partners, Finding cofounders, Finding mentors, Finding team mates, Giving back, Helping friends, Joining a startup, Learning about entrepreneurship, Meeting new people, Mentoring, Professional opportunities, Providing services to startups, Receiving feedback, Starting a company, Trading services
Schools:	Concordia University-St. Paul, Luther Seminary

WORK EXPERIENCE

Employer:	Swordfish Corp
Position:	Customer Development
Time period:	July 2009 - Present
Description:	work through customer development and validation process actively listen (and respond) to customers create engaging conversations with customers ensure customers they have an advocate in the company determine the value of their customer engagement through metrics and goals transform customer service into a source of customer evangelism discover, welcome, and cultivate an active community of customers improve their retention and growth through regular communication with their customers adapt their product or service to address customer feedback and concerns

Employer:	We Know
Position:	Guild Member
Time period:	March 2007 - Present
Description:	We Know is a World of Warcraft (WoW) Guild on Eitrigg, populated by many exciting and active members at the crossroads of Community and Technology.

Employer:	UserVoice
Position:	CCO
Time period:	April 2009 - July 2009
Description:	Setup tools and processes for customer support, feedback, and outreach; created metrics to monitor and optimize support and outreach efforts and improve conversions; monitored social media and traditional channels for mentions of the company brand to provide a timely and personal response to existing and potential customers; regular communication with new and key customers to increase retention and help customers succeed; hired/trained additional support staff.

Employer:	Seesmic
Position:	Community Advocate
Time period:	April 2008 - April 2009
Description:	My many jobs included: Customer Support, Quality Assurance, User/Developer Translation, Brand Awareness, Ear-to-the-ground-er, Moderation, lover of the customer, and Chief Listener. When I joined, we had one email for listening to our customers. While there I built out a full web and email support solution; managed customer feedback; created video product tutorials; developed and maintained twitter accounts for support, outreach, and annoucements; moderated a video community; front-line for developer relations; built out network for TeamSeesmic; and did everything within my power to be an advocate for our customers within the company.

Employer:	Concordia University, St. Paul
Position:	Web Designer
Time period:	October 2007 - February 2008
Description:	Carried over most responsibilities from previous position in this move from IT to Marketing; additionally responsible for the design and branding of the site, email communication with prospective students, and developing new ways to engage with students, alumni, prospective students, faculty, and staff.

Employer:	JoiLab
Position:	SysAdmin Team
Time period:	June 2007 - March 2008
Description:	Helped update and admin Joi Ito's RedHat Enterprise server.

Employer:	Concordia University, St. Paul
Position:	Web Services Analyst
Time period:	April 2007 - October 2007
Description:	Ongoing development and maintenance on the university's main website; developed new web products to increase communication and collaboration (student blogs, online orientation, alumni e-magazine); drove the university to utilize more open source solutions; trained faculty and staff to maintain their departmental pages.

Employer:	Concordia University, St. Paul
Position:	Computer Support Specialist
Time period:	October 2006 - April 2007
Description:	Upgrade and installed Cisco wireless APs and switches; IIS and Linux server install/mgmt; DNS mgmt; LDAP integration; WebCT server/user/course management; WebCT course development/creation; new student instructional technology training; recommended and implemented open-source collaborative tools such as wikis and blogs; install/admin/customized Footprints customer support tracking webware; install/admin/customized MediaWiki for customer support documentation platform; physical repairs of IBM laptops

Employer:	McCarthy Construction
Position:	Labor Foreman
Time period:	June 2006 - September 2006
Description:	Led a crew on the demolition phase of a large renovation project.

Employer:	Concordia University, St. Paul
Position:	Computing Support
Time period:	August 2004 - July 2006
Description:	First-line technical support for the students, faculty, and staff; phone, email, and face-to-face customer support; developed internal and public solutions and maintained support documentation; laptop deployment and repair.

Employer:	ekklesiaLab
Position:	Founder
Time period:	April 2000 - April 2009
Description:	Contracted with individuals, churches, educational institutions, and small social-communites to develop and design web presence and collaboration using blogs, CMSs, and wikis; trained clients how to utilize their on-line presence to facilitate personal interactions, and enhance their educational offerings

EDUCATION

University:	Luther Seminary
Time period:	2006 - 2007

University:	Concordia University-St. Paul
Time period:	1998 - 2006

Thomas is Following (3)

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UserVoice

UserVoice is a service (SaaS) that enables companies to efficiently collect feedback and gain customer insight for product & brand innovation.
seesmic

Well known European entrepreneur and LeWeb conference organiser, Loic Le Meur, is the founder of seesmic, a video service mimicking and aggregating your favorite web products
Life360

From losing your keys to losing your kids, Life360 gives your family instant safety, security, and peace of mind with a single web-based service