This is my blog where I write about my passions or at least things that intrigue me. There is no relation to my blog contents and the opinions, positions, policies or plans of my employer, clients, friends, family or anyone else that could be embarrassed by what I have to say here. This is a journal written during my life-journey. I welcome your participation.

My background is a bit diverse, I guess. I have a degree in Information Systems (Bachelor of Science, 1994) from University of Texas at Arlington. I have worked as a business application developer on mainframes, minis, UNIX systems and Windows. I developed several web applications that are still in use today — not web sites, but web applications. I developed an international radio broadcast (and knew when to hand it off to people more skilled than I!) and even ran a 50Kw AM radio station.

As an aside to all these professional pursuits I have always maintained a verbose on-line connection via Fido-net, BitNet, IRC, CompuServ and eventually on the web with Slashdot (I’m a karma whore: rjamestaylor), Groklaw.net, etc. I used to get in trouble at work for sending and replying to emails on a list called “fun” — guess I was having too much of it — but during my off-hours. Problem was I worked overnights so my posts were during most people’s work hours, thus the confusion. Connecting, collaborating, helping, and seeking help on-line has been a part of my life since I first found a BBS in the early 1980′s.

Quite a varied background, but what’s the tie-in?

These diverse passions and experiences began to converge when I finally realized I was a burned out web application developer. That’s when I turned from developing web applications to administering Linux servers for others. I began working as a Level 2 Linux Admin overnights (third shift) for a certain large web hosting company. Within a couple years I progressed to a Level 3 admin and then to a Senior Systems Engineer (SSE). During this time I was directly tied to customers and co-workers passionate about helping people. As SSE, my role was to be a point of escalation for customers and a resource to my team for technical guidance and development. Also I was called on to be a subject matter expert within the company to ensure we had the tools and resources and empowerment needed to provide world-class support to our customers.

As I moved up in the support hierarchy I found that my touch with customers was less. Eventually I realized that moving up the company organization would reduce that touch with customers even more. At the same time due to criticism that I was “on the fun email list” too much (though during my off hours, remember!) I began to pick up a tool that I had first used back in Nov 2006 but found little use for – Twitter. So, in the summer of 2008 I began to use Twitter (@rjamestaylor) as my creative outlet. Dumb jokes, silly thoughts, serious ponderings…went to Twitter. As I learned about following people and searching the public Twitter stream I started getting more involved. Then one day I found one of my customers unhappy with my company – so I reached out to help.

Convergence achieved.

Without meaning to, without strategy sessions from PR experts and without checking with legal, first, I had come full circle. I was now using my skills (communications, technical ability) with my passions (connecting with customers, helping people) together. It was like a dream come true.

And now, instead of being criticized for “having fun” on the internal “fun” mailing list I was receiving praise for my “twittering.” Really? *pinch* Really?

Now I am beginning to use this converged skill, ability and passion set to further my company’s efforts to help people. I’m not a Social Media expert. I’m a Customer Advocate. I’m a public-facing SSE – Senior Systems Engineer. Who do I work for? The customer. What’s my purpose? To help customers. What’s my goal? “To profitably enable our customers to succeed by providing them an extraordinary hosting experience distinguished by robust and reliable products and fanatical customer service.”

I am very happy at this convergence in my professional life and personal passions.