The Water Cooler

Meet CA Support Manager: Albert Scott

By Chris_Stallone posted 04-21-2015 10:00 AM

  

Albert has been with CA for 18 years. He started with a company called, Synon, which was acquired by Sterling Software, which was acquired by CA Technologies. He started his career as a Support Engineer, promoted to a Senior Support Engineer, then worked as Team Lead and eventually promoted to Management. Today, Albert manages the North American Clarity PPM (Process and Portfolio Management) team of support engineers in Plano Texas. 1.jpg

 

“The business changes almost every day, we are doing things now that we never heard of a month or a year ago in order to raise our customer satisfaction scores and exceed our customers’ expectations,” says Albert. “Being able to lead a team of highly innovative and intelligent engineers to solve our customer’s most pressing needs is by far, what motivates me to come to work every day.

 

On my cubicle wall, a plaque says, I am convinced that life is 10% what happens to me and 90% how I react to it. Many times customers call us because they are frustrated and they are looking for help. I coach my engineers to look at each customer interaction as an opportunity. The work can be challenging, but once you are able to help a customer resolve a complex issue nothing can beat that sense of accomplishment!  I highlight each engineer’s successes in my bi-weekly team meetings in order to recognize them for their efforts.”

 

Outside of work

Albert is an avid volunteer. He has been the leader of the CA Together Culture Committee for the past three years. “Last year, CA Technologies one of the third highest contributors for the Light the Night Leukemia and Lymphoma Cancer Walk and we were presented with a plaque for our efforts,” says Albert.

 

He is a native Texan, attended Dunbar High School and Texas Wesleyan College both in Fort Worth, TX. I also majored in Computer Science at Bryant Institute of Technology. He is also a proud dad with three adult children and three grandchildren.


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Why Participate in the CA Communities?

“We are finding that our customers want to self-serve, they do not necessarily want to call into Support, but they want to search our website or use Chat in order to resolve their issues. The communities is also part of our self service support. The Clarity PPM customer base has changed so dramatically, the communities is an excellent resource for our customers to use to get answers to their questions 24/7.”


Follow Albert Scott ( Albert_Scott ) for his skills and expertise in CA PPM https://communities.ca.com/community/ca-clarity/blog


Put together by Rachel Macik ( Rachel_Macik)


Click here to meet more CA Support engineers Meet the CA Support Engineers

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