Clarity Service Management

Meet CA Support Engineer for Service Desk Management: Paul Coccimiglio

By Rachel_Macik posted 05-14-2015 03:36 PM

  

Meet-Paul-Coccimiglio.jpgPaul Coccimiglio, a Computer Science and Business Management Honors graduate, started his career with CA in October 2007. He worked for a CA customer for a long period of time as a “CA Administrator” managing several CA solutions. Eventually Paul transitioned into the role, Principal Support Engineer.

 

In his position Paul supports CA Service Management, specifically the CA Service Desk Manager. Paul loves working with his team at CA because they are always willing to help out each other and their customers. He says:


“I still put on my “customer hat” when working with clients to ensure that I understand their side of the story.”


His role at CA also helps him combine his passion for helping people and technology.

 

Outside of work


Paul volunteers once a month at a local school by making between 450-600 bags of popcorn for students to purchase. The money from the popcorn goes to a charity for less fortunate kids in 3rd world countries. When he’s not volunteering, Paul enjoys sports like golf and basketball. He also loves traveling with his family.


“I have my family hooked on Myrtle Beach or anywhere else there is water, white sand, and sun.” All while trying to keep up with his 5 year old daughter!

 

The industry “has sped up. Clients have a lot more avenues to connect with us; communities, online chat, and social media. Its now about clients helping themselves” says Paul. And CA Support has a huge emphasis on client relations and satisfaction. “There are so many skilled and talented people participating in our communities. I am constantly learning something from other community members.” Paul goes on to mention that it is also extremely important that customers read knowledge articles, because the “more knowledge one has, the better equipped they are to tackle issues.”


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Follow Paul in the Communities here Paul_Coccimiglio

 

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

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08-13-2015 05:10 PM

Chat with CA Support Engineers! If you are unsure about how to use the chat feature, or if you want to see if other products have been added to the support list, go to


ca.com/chat

 

You will be directed to the instructions and product list. Good luck!

05-20-2015 01:11 PM

Thanks everyone for the kind words

05-15-2015 09:21 AM

Paul, You are much appreciated!

05-14-2015 07:29 PM

I would have to agree 100% with Paul's statement:  I still put on my "customer hat" when working with clients to ensure that I understand their side of the story.

 

He definitely does that!  He also takes the time to share and fully explain the other side of the story, which helps with understanding the logic behind something that might seem totally illogical.  I know that when my support ticket has reached Paul, it will either get resolved or we will work through it together to be sure that other possible alternatives for addressing it can be considered.  And that's a sign of true 'partnership' with your customers.

 

Thanks, Paul!

Tammy

05-14-2015 05:35 PM

Awesome! Thanks for everything you do Paul!