I have worked at CA for 13 years.
Are you a dedicated engineer as part of an enhanced support package?
What was the career path that lead you here?
I have always had a passion for technology and for fixing problems. In fact, I have a really hard time walking away from a problem. I just have to find a way to fix it or workaround it. I started with CA Technologies in 2002, supporting CA Service Desk Manager. It was a natural fit for me. Over the years, I have worked with a number of CA Products and Solutions.
What product do you support?
CA Clarity PPM, CA Enterprise Mobility Management solutions.
Working at CA and in Support has been an extremely rewarding experience for me.
I love that I speak and work closely with folks in North America, South America, EMEA and Asia Pacific all in the same day.
There are so many great people on the Support teams. There is so much talent and tenacity! So many interesting people! I have gone to customer sites working in very high pressure situations, doing everything we can to make our customers successful. I have been on 48 hour long conference calls. I love every minute of it.
(Here is a picture of my manager Bill.)
(Here I am (on the left) filming a training video.)
What is your passion outside of work? What do you like to do?
Outside of work, my passion is my family. I have a 6 year old son. My wife is a middle school science teacher in New York City.
Here is a picture of my son Liam, my goddaughter Katie and my wife Sophie in the background. We love to go for long hikes outdoors, road trips and exploring everything NYC has to offer, whether it is the city parks (NYC has beautiful parks), museums, cultural events and a lot more….Yeah, I am pretty proud of being a “New Yorker”. Below I am riding a kayak with my son on the Hudson in the Adirondack mountains in upstate New York. My favorite place in the world are the beaches in Tobago (in the Caribbean). I am an also avid reader and gamer (although finding the time is tough).
What is your educational background?
I studied Philosophy at Queens College. I am a Microsoft Certified Systems Engineer, among other certifications like Oracle Database and CA Service Desk Manager.
I have a lot of practical IT knowledge and in many ways I try to be a “jack of all trades”, whether it is debugging code or tuning an Oracle/MS SQL database for better performance.
How has support changed since you started?
In the past, we just fixed problems. I really feel that we are now fully invested in making our customers successful. We are no longer “break-fix” technicians. We are passionate to see how our customers use our solutions and how we can better serve and partner with them to make sure they get the most out of their investment and we have a lot of fun doing it! Innovation is a mantra for us now. What else can I do for my customer? How can I make them successful?
Why should people be involved in the communities?
The communities offer a place where everyone: customers, partners, CA support, CA services, CA development and CA product management can collaborate. Customers can speak with other customers on using CA solutions in new and creative ways to solve their business challenges. Customers can vote on the direction and future features of our products. CA also gets to hear the real voice of everyone on how our products are used. The customers can participate in webinars and many topic discussions.
Anyone can show off what they know and become a distinguished expert.
Why should customers read Knowledge Articles?
In Support, we are always looking for ways to make our knowledge base better. Knowledge articles offer a wealth of great information on solving problems or using our solutions in new ways that you may not have thought of previously. Knowledge Articles are the results of previous support cases opened by other customers. We always strive to create new Knowledge Articles if we believe it will benefit other customers also.
Meet the CA Support Engineers
Follow the Support Engineer Here:Shawn_Walsh