How long have you been at CA Hallett_German ?
Around ten years.
Are you a dedicated engineer as part of an enhanced support package?
No, I have supported for one customer at times but not recently.
What was the career path that lead you here?
I was a Siteminder Customer moved over to the other side of the phone line for CA Support.
I came because I wanted to give customers a better Support experience. Then I moved over to Professional Services to support a new product called CEM. After Six years on the road, I went to Support this time with APM. It has been three years doing that.
What product do you support?
What keeps you at CA?
The chance to do something great and the freedom to do that. I work everyday to help customers achive stable, scalable infrastructures. My sole focus is helping customers, improving the product, and supporting my team.
What is your passion outside of work? What do you like to do?
I write fiction on all topics. Google Hallett German Fiction. I also like walks around my Tidewater Virginia neighborhood. I moved back to where I went to grad school where there is a strong sense of place.
My book covers can be found here. http://hallettgermanfiction.ml/books/
What is your educational background?
A BA in Sociology and Government. A MA in Sociology . A MBA in Marketing. It gives me an unfair advantage ;-)
How has support changed since you started?
Yes, emphasis is more on understanding and meeting customer needs not just closing cases to make numbers. We have become more agile and more responsive
Why should people be involved in the communities?
A community is a place to be safe or take chances with like-minded individuals. Everyone wants to help if you have a question. So it can be very rewarding.
Why should customers read Knowledge Articles?
Given the rate of change, many things do not make it to official documentation until future releases. So KBs are a useful bridge of timely information and best practices. As the main approver for APM KBs, I try to encourage helpful KBs go out. Each month I publish to the community new and Top 20 KBs to make it easier to find information.
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