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Meet CA Support Engineer for CA PPM: Jeanne Gaskill

By Rachel_Macik posted Jul 08, 2015 10:53 AM


JG Twitter.jpgJeanne_Gaskill_CA_Clarity_Support


Jeanne came to CA as part of the acquisition of Clarity in 2005. So, she's been a expert in Clarity PPM for over 10 years. Jeanne works in the Plano Texas office by way of California. She began her career with a "temporary" job in technical support.


"I received my Bachelor’s degree in Mathematics and took a temporary technical support job while I figured out what I wanted to do with my degree.  It turned out to be such a good fit for me that I have been working in first hardware and then software technical support ever since then. I use the logic, troubleshooting skills, and knowledge I learned from obtaining my mathematics degree every single day at work."


Jeanne also  also taught Ballroom dancing for over 7 years. "The ability to explain things and break them down multiple ways, the teaching skills, the ability to work with/teach many different types of people and most of all the sales skills I was taught in the ballroom help me at work!" 


The people and the challenge keeps her at CA. Jeanne enjoys the people she works with and enjoys helping our CA PPM customers.


"CA PPM (Clarity) is a wide product that continually keeps me challenged because there is always some new technology or some new facet that I haven’t learned about yet."


When she first started support most companies were still using DOS, and Windows was brand new. She came into the "Windows World" kicking and screaming in protest.  Pretty much all communications with customers were done by phone and fax because email was not in widespread use yet.  They didn't have web sharing back in the day. They had to have extremely good listening and questioning skills to understand a customer’s problem without being able to see a thing!


"I remember when we used to consider ourselves lucky if an email sent to a customer arrived within an hour and emails often did not arrive until the next day. I used to help run and respond to technical support forums on AOL and Compuserve as well as email lists."


Learn what other Engineers have to say about things changing in Technical Support in the video below. (Video shot in Plano at Jeanne's office!)



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