Technical Communication with a Purpose

Management Team

Management Team

Paul Gustafson, President

Paul Gustafson brings to Expert Support a senior Silicon Valley executive with broad tech industry experience.

Prior to joining Expert Support, Paul led the award-winning digital content marketing firm, TDA Group. There he helped the founders sell the business, and then led the firm for a new ownership group for over a decade. TDA Group caters to a blue-chip client base that includes IBM, VMware, Dell, Intel, SAP, and many others. Paul led TDA’s marketing strategy and consulting engagements and directed brand, content strategy, and messaging efforts for complex products and services. Under Paul’s leadership, TDA transformed from a custom publishing firm into an award-winning digital agency.

Denny Brown, CEO

Denny co-founded Expert Support with Jan Clayton in 1990. The original vision for the company was to provide support to software companies in all of the services that surround core software development. Denny and Jan observed that many software companies, while very good at software development, were not as good with auxiliary services like documentation, training, customer support, and professional services. These services require more attention to the human side of software, focusing on the needs of the customer that are beyond what the software provides.

Doug Shaker, Vice President

For the last 16 years, Doug has specialized in understanding technical issues and explaining those technical issues to others. Doug joined Expert Support in 1997 as software documentation account manager. He became Expert Support’s Vice President in 2011. His approach to technical communication emphasizes the business purpose of the documents for the producing company and the pragmatic function of the documents for the ultimate user.

Marie Novicki, Director of Production Services and HR

As Director of Document Production Services, Marie manages a staff of production specialists and acts as a technical resource for our writing staff and clients regarding production technologies and their implementation.

Marie also designs templates for user guides, reference manuals, API manuals, and style guides in a variety of applications, including Adobe FrameMaker, MS Word, and Adobe RoboHelp. She works with clients to develop and document the conversion procedures required to move documentation from one technology to another.

Heidi Stern, Controller

As Expert Support’s Controller, Heidi handles all the financial tasks for the company. With 30 years of finance and accounting experience at a variety of firms in Silicon Valley, Heidi brings a wealth of experience to Expert Support.


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