Technical Support Specialist · Author · Merch Designer · Freelance Customer Service
20+ years solving problems, supporting people, and making technology work the way it's supposed to. Also writes books — nonfiction as Chuck Ackerman, fiction as Lars C. Hallene — designs viral t-shirts, creates customer service resources through The Reply Kit, and occasionally says things on a podcast that he probably shouldn't.
About me
I've spent 20+ years in technical support and customer service, helping people navigate complex systems and solving problems for users who are often frustrated before they ever reach out. I genuinely enjoy that challenge. Whether it's troubleshooting platform access, training a new user, or untangling a process that stopped making sense somewhere along the way — that's where I do my best work.
My background spans enterprise SaaS platforms, identity and access management, mobile application support, and high-volume customer care environments. I've been fully remote since 2019 and thrive in distributed team settings.
On the side, I write books. Nonfiction about the companies and events that shaped how we live, shop, and interact — the kind of stories that get quietly buried when a brand collapses or a trend fades out of the news cycle. Fiction has arrived — under the pen name Lars C. Hallene. Someone has to write it all down.
Outside of work and writing, I'm a movie buff with a custom home theater setup and a standing seat on a podcast panel that debates whether certain films qualify as art or something considerably less flattering. I'll leave it at that.
SaaS platforms · Identity & access management · Help desk
20+ Years Experience
High-volume environments · Training & webinars · QA
Enterprise & Consumer Facing
Salesforce · ServiceNow · Five9
Enterprise Systems
Distributed teams, nationwide clients
Fully Remote Since 2019
Professional call review & feedback for businesses — 30 years of experience
Experience at a glance
Latest releases
Grimm's Modern Nightmares · Book One
Writing as Lars C. Hallene
The fairy tale you thought you knew has been reimagined as a dark, modern thriller. Deep in the off-grid wilderness, a young woman discovers that the dangers her grandmother warned her about are very, very real — and much closer than she ever imagined.
Affiliate disclosure: As an Amazon Associate I earn from qualifying purchases. Clicking this link may result in a commission at no extra cost to you.
Giants of Commerce
Writing as Chuck Ackerman
Before the Genius Bar, there was the Red Shirt Army. In COMPROMISED, author and former "Certified Product Expert" Chuck Ackerman takes you behind the counter of the retail giant that defined an era. From the Siege of Black Friday to the Commission Wars, this is the untold story of CompUSA's meteoric rise and heartbreaking collapse — told from the trenches by someone who was there.
Affiliate disclosure: As an Amazon Associate I earn from qualifying purchases. Clicking this link may result in a commission at no extra cost to you.
Latest writing
