|How long have you been at CA devan05 ? |
|.||What was the career path that led you here? |
The accumulation of skills and competencies from a wide variety of IT job roles has led to my current position. Although my early working life was diverse (Surveyor, and Furniture designer) my IT career has developed through a range of ICT positions; Field Service Engineer, IT Sales, Systems Administrator, ICT Manager and most recently as Service Desk Manager for Orchestria when CA acquired the company.
|.||What product do you support?|
CA Data Protection
CA Offers a diverse and challenging environment that offers opportunities for personal growth and the money isn’t bad ;-)
|What is your passion outside of work? What do you like to do?|
When my nose isn’t against the grindstone, I enjoy TV, films, photography and music. I occasionally DJ with an old school disco mix of eclectic sounds from the 50s to the modern.
|What is your educational background? |
I gained a general education at secondary school before picking up some A Levels and City and Guilds at college. I subsequently picked up a few professional IT qualifications while working.
|How has support changed since you started? |
Many of the insincere platitudes to customer service (Have a nice day), have given way to a more realistic affinity with the customer and their business needs. This honesty and interest in our customers has seen a move to put the customer at the center of the business and most prominently at the heart of support.
|Why should people be involved in the communities? |
The communities offer everyone a chance to break down silos and engage in a more organic experience. The communities create a controlled environment for customers and employees to move into less formal interactions and specific to my role, this allows Support to learn from customers and vice-versa.
|Why should customers read Knowledge Articles? |
Albert Einstein is quoted as saying “Knowledge is experience”. This is the embodiment of KB Articles, which highlight best practice known issues and issue resolutions. Customers who read the KBs can often address their own issues or avoid issues before they occur.
Follow the Support Engineer Here: devan05