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By Resolver Modified February 7, 2021
We’re back for another Resolverite Spotlight! This week Resolver’s Talent Specialist, Victoria Pearson sat down with Darryl Chow, a Solution Consultant based in our Toronto office to learn more about his role and what his day-to-day is like at Resolver.
Victoria: How did your previous experience lead you to where you are now?
Darryl: My experience in terms of services and consulting was really a mixture of everything. My experience providing training and coaching has been really helpful because when we’re running a new application for a customer, we go through a similar education process with them. What is the system? What can it do? Working in services and consulting, you have to have experience that’s very soft-skills based. I’d say I got a lot of that through my previous roles.
Victoria: Was this what you went to school for? How did you start off?
Darryl: I got here through a progression of different jobs. I went from very customer-facing, non-technical jobs where I gained a ton of customer service experience, to realizing I had an interest in technology. I was never formally trained for this job. I took an interest [in software] and taught myself a bit of programming to then become a developer. I got a lot of my technical exposure from that front.
Victoria: So how did you decide that development wasn’t really for you? I feel like some people in development careers decide that they want to make a move to something different because they feel like they miss the people-aspect of what they do. Was that the case for you?
Darryl: It was a little bit of that, mixed with feeling a bit disconnected as to what exactly I was building and how it helped solve problems for someone. I was only building a certain component of the software [in my previous job] and didn’t know the end result. I just knew that what I built would contribute to the end result of whatever the product was and the functionality of it, but I wanted to know how it solved problems.
Victoria: What is your day-to-day like at Resolver?
Darryl: It’s a lot of customer meetings. I’ll have meetings with them to solve small problems, provide project status updates, walk through applications and to get ideas from them. Asking them things like: has the solution that we built help fill a gap for you? What are the missing components? What can we change? Steering the conversation to get the best result for the customer and perform configurations to tweak the product to better suit the customer’s needs. So sometimes when I’m on a call I’ll be executing the things that we discussed and building the materials. I also do a lot of internal material building to help train the rest of the team who don’t have the same exposure to the product as I do. Our goal with the internal material is to provide guidance and help answer questions to streamline and simplify our process.
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Victoria: What is an example of a problem that you have to solve daily?
Darryl: Daily, I’m helping our customers better understand how our software is going to make their lives easier. It’s a balance between the technical understanding of how the product works as well as keeping an eye on the end result and the core problem that we’re trying to solve. Yes, sometimes we might get stuck on one technical thing, but at the end of the day we’re trying to make it easier for our customers to manage risk, manage their tasks and understand who is responsible for what.
Victoria: What has been your biggest challenge since you started working at Resolver?
Darryl: The unknown can be challenging but it’s also fun for me. For example, when you’re working with a new system or building out a new process, it’s always going to be hard because you never really know if you’re going in the right direction.
Victoria: For sure, that can sometimes be stressful to navigate an “unknown”. Dealing with ambiguity can be difficult but like you said – it’s also a fun challenge to have.
Darryl: It’s fun for sure because you get to experiment and see how things play out. And if part of it works, great! We’ll run with that. If it doesn’t, we then know what doesn’t work and we can try a different approach.
Victoria: What’s been a big learning for you at Resolver so far?
Darryl: I think working with people in different geographical areas has been an interesting learning curve for me. We have a fairly large team all over the world. Time zones can be challenging, but we make it work. It just takes a bit of additional planning to make sure that we have enough time to get things done.
Victoria: What do you love most about your job?
Darryl: The flexibility. There’s so much to tackle and I have some freedom to pick what it is that I want or need to work on and at what time. We’re also encouraged to take on initiatives and work with other departments across the organization. I like that I’m able to work on side projects and explore other areas that I find interesting within Resolver.
Victoria: What would be your advice for someone who is interested in doing the same work as you at Resolver in terms of preparation and what to expect?
Darryl: If someone were to get the same role as me here, I would say come in with an open mind, a genuine interest in technology and a willingness to learn. If you know a bit about the industry, you’ll start ahead. I would recommend reading up on risk management and trends in the industry. Lastly, a comfort speaking with people and the ability to steer a conversation. At the end of the day, you’re the face of the company. Part of the reason why we’re winning deals and it’s so fun to work here is because we are very personable with our customers and we genuinely enjoy the whole experience with them.
Victoria: Okay so, big important question – what did you want to be when you grew up as a kid?
Darryl: As a kid I just wanted to make money. Then I went to school for accounting and was like, wait…this is so boring! Sorry, not sorry Finance.
Victoria: How do you maintain a good work-life balance?
Darryl: I work out in the morning and get that out of the way. If I wait until after work, I’m less inclined to go (not to mention, it’s so busy!). I also like to hang out and unwind with friends- both inside and outside of work.
Victoria: Okay, and my last thing is not really a question. But finish the sentence:
Resolver is ____
Darryl: Resolver is one of the best road trips of your life. You’ll take stops along the way, breathe it in, you’re not rushing anywhere, and then decide where you want to go next. It’s an adventure the whole way through.