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Spotlight on Support - Amy Oldham

By Joe Herron
June 29, 2017

Amy presents Byron with a commemoration of Equinox's 30th anniversary

I wrote a couple Equinox blogs last year, but I have been quiet on the blog scene thus far in 2017. However, the latest blog topic is so fascinating that I had to break my silence! At Equinox, our blogs sometimes center around product news or industry topics, but we also frequently single out Equinox employees and customers in the articles. These personal interest pieces often coincide with an anniversary or other professional milestone. Other times though, we shine the spotlight on an individual just so you can get to know the members of the Equinox family better. With an emphasis on relationships, it’s only natural that we do that...plus, the personal blogs are the most widely read and commented upon. Therefore, let me introduce you to Equinox’s resident technical writer, Amy Oldham.

In February 2010, Equinox hired Amy, as the company’s first-ever technical writer. With a Bachelor of Science from the University of Tennessee and a Master of Technical and Scientific Communication from Miami University, Amy had been a professional communicator since 1994. Prior to Equinox, Amy put her corporate communications and software documentation skills to work at The Oxford Associates (in Ohio), followed by a stint as the Communications Department Manager at Gallagher Financial Systems in Brentwood, TN. Byron and Wayne thought her skill set was perfectly suited for the job at hand, which was creating and maintaining the company's technical documentation and customer-facing publications. Soon after her start, Amy was also tasked with the company's newsletter, email campaigns, press releases, web content, blogs, and social media presence.

Amy and her son love to travel to the beach annually

During her first 5 years with the company, Amy reported directly to Equinox’s founder and CEO Byron Middendorf, who divvied her time between the sales, development, and support departments, depending on project need. Then, Amy made the move to the support team, where she works closely with me on all customer-facing publications and initiatives. To make sure we provide customers with the best service and support possible, my approach is to create specific instructional and informational materials targeted at market segments rather than taking a one-size-fits-all approach. I appreciate Amy’s enthusiasm and passion for creating accurate, timely documentation—she views documentation and educational materials as an integral part of the extraordinary customer service for which Equinox is known. When creating documentation, she is not merely checking off an item on her to-do list. Instead, her goal is to give customers the tools they need to maximally benefit from our products.

Amy is also a mainstay at the company’s Protector and TeleLink User Group Meetings. Having never met a stranger in her life, she truly enjoys meeting and getting to know everyone who attends these events. She helps prepare materials for this intensely educational event and has presented one or more sessions at the Protector User Group Meetings annually. However, after breaking her ankle during the 2011 PUGM, she no longer goes dancing at Tootsie’s after the event!

Amy shares her love of the beach and Dave Matthews with fellow coworkers Derek (left) and Bill (at right)

When not writing, Amy enjoys spending time with her son and husband, playing tennis, swimming, and attending Dave Matthews Band concerts. While she says the flexible work schedule is a real perk, her favorite thing about being at Equinox is getting to work with her husband and several other close friends daily.

Amy’s contributions to Equinox’s solutions and desire to work closely with customers are evident to me. But you can judge for yourself when you meet her at the next User Group Meeting!

About the Author

In his role as Vice President of Support for Equinox, Joe Herron oversees all of customer support, including quality assurance, product documentation, installation, upgrades, and the customer support help desk. His team’s primary task is working with customers on the day-to-day issues, for example scheduling product updates, turning up a new switch, fine-tuning a configuration setting, or helping troubleshoot a technical issue. When he’s not putting the processes and standards in place that ensure Equinox customer uniformly rave about the service they receive, he enjoys reading and spending time behind the wheel of his convertible.
To learn more about Equinox, its products, and staff, visit www.equinoxis.com or call (615) 612-1200.