Helping Make Things Easier for High Touch’s Clients
Gwen’s job lives in the details: the renewal date that can’t be missed, the quote that has to be right, the vendor call that could save a client money, and the customer who simply wants someone they trust to handle the technology.
“I’m the little engine that runs behind the scenes,” Gwen explains. “I work on the back end to make sure all the little things don’t fall through the cracks.”
As a Customer Success Manager II helping support High Touch’s IT Solutions clients, Gwen brings persistence, precision, and a straightforward communication style to her work. Clients see the payoff in fewer loose ends, more consistent hardware recommendations, and the confidence that comes from knowing someone is watching the details.
Driven by the Details
A full ticket board might make some people want to look away. For Gwen, it has the opposite effect.
“I’m competitive with myself when I see tickets on my board,” she shares. “I’m a perfectionist, so I’m always looking for a better way to do something and asking why. I love the challenge of finding a solution.”
On any given day, Gwen might be coordinating a hardware quote, checking on a licensing renewal, or going back to a vendor with one more question. When a client needs new workstations, she doesn’t just complete the request. She wants to know how the computers will be used and how the right setup could make someone’s workday easier.
Gwen’s habit of asking “why” has also helped shape High Touch’s standardized technology recommendations. She doesn’t want to send clients a list of options and leave them to sort it out. She wants High Touch to be able to say, “This is what we recommend for your business, and here’s why.”
Standardization might not sound personal, but in Gwen’s hands, it is. It gives clients a clearer path forward while helping vendors and internal teams work from the same expectations. Gwen keeps those pieces connected, continually looking for a better process, a stronger recommendation, or one more detail that could improve the client’s experience.
Finding Her Way in Technology
Technology wasn’t originally part of Gwen’s plan. With a degree in marketing, she landed in computers almost by accident. Working with PCs and hardware introduced her to a constantly changing field and the opportunity to help people keep up with it.
“I love seeing the changes—what people can do now compared to what they could do years ago,” Gwen says. “I like being the first person to scope something out and ask, ‘How does this make your life easier?’”
That question has followed Gwen throughout her career. Hardware remains one of her favorite parts of the job, but not just for technology’s sake. She enjoys finding the right workstation, device, or recommendation to remove friction from someone’s day, and getting to know the people behind those decisions.
Translating Tech Talk to Trust
Ask two people what they want to know about a new computer, and you’ll hear two wildly different answers. One person will lay out every detail of the specification. On the other end of the spectrum, someone else will simply want reassurance that the recommendation is right and High Touch will handle the details.
“I have a way of taking the tech speak and converting it into something our clients can understand,” she says. “Some of our clients are technical, but others don’t care about all the details—they want us to do the work for them. They need us to provide plain language, and I can do that.”
Her marketing background may not have led to the career Gwen expected, but it still serves her every day. She listens to what matters and adjusts the conversation accordingly.
Appreciating the Puzzle Solvers
When asked which High Touch job she would try for a day, Gwen chose one that requires knowing how dozens of behind-the-scenes pieces fit together: Nichole Gibb’s role as Business Applications Administrator Lead.
“She knows and understands how all of our systems and processes work together,” Gwen says, admiring the way Nichole keeps the system and its many moving parts working together.
The answer says something about Gwen, too. She notices careful work that others may not see. Her own role relies on that same collaboration, bringing together clients, vendors, salespeople, and service teams. She knows a great customer experience comes from people who understand the puzzle and care enough to keep every piece in place.
11 Things You Might Not Know About Gwen Andersen
This is where Gwen’s careful-planner side gives way to some very strong opinions about hot dogs and an unexpectedly detailed plan for elephant ownership. There’s also a leopard gecko story we couldn’t possibly leave out…
1. If you could move to any other High Touch market (location), which one would you choose?
Can we count Minnesota since Clay lives there? Denver, because I miss snow.
2. What’s one quirky thing people don’t know about you?
I started playing piano at age four by imitating my older sister and playing by ear. I eventually earned a minor in music performance (for flute).
3. Is a hot dog a sandwich?
No! They are disgusting, and how dare they compare themselves to a sandwich!
4. What was your first job?
I was a dental assistant for my dad, then a baker at a yacht club.
5. What’s something you wish you could automate?
Laundry.
6. What’s your favorite mobile app or website?
Kindle or Audible.
7. Do you have any pets or kids?
One husband, two adult kids, one dog, two grandcats, and one grandsnake.
8. Do you do any volunteer or community service work?
Not since moving to Kansas. I was a marching band mom for years.
9. What’s the most awkward thing you do on a regular basis?
I used to give a constipated leopard gecko sitz baths.
10. Would you rather go 30 days without your phone, or three months with no dessert?
Both!
11. You’ve been given an elephant. You can’t give it away or sell it. What would you do with the elephant?
I would build a whole ecosystem around the elephant: a sanctuary-style habitat, a community education program, and a daily routine that keeps the elephant healthy and makes it a local legend.
We Make Things Easier.
A client may remember the new workstations that arrived or the smooth licensing renewal. They probably won’t hear about every quote Gwen reviewed, vendor conversation she managed, or question she asked along the way.
And that’s the point: Gwen helps make the complicated parts of technology feel easier.
Gwen’s eye for detail and plainspoken communication help High Touch deliver Managed IT Services that feel personal and dependable. She keeps the little engine moving in the background so clients can focus on their own work.
Looking for a managed IT partner who can help you make clearer technology decisions and stay ahead of the details? Connect with High Touch Technologies to learn more.