How long have you been at CA ScottLondon ?
24 years as of 2/19/15.
What was the career path that lead you here?
I wanted a position in CA that allowed me to help our customers and others. I started as a Technical Support Representative 24 years ago, I still am a Support Technician, and I am happy to say that as such I’m still able to help our customers and my fellow colleagues each and every day.
What product do you support?
- ca Dispatch (Expert) - ca Bundl (Intermediate) - ca JMR (Intermediate) - ca SMR (Intermediate) - ca DRAS (Intermediate) - ca XCOM (Novice) - ca Common Services (Novice) - ca WebViewer (Novice)
What keeps you at CA?
What I enjoy most and what keeps me here is helping people! I enjoy developing relationships with and helping our clients. And I enjoy the ability and opportunity to help my peers, colleagues and friends here at CA Technologies. Working in Support is both challenging and rewarding. Every day is an adventure!
What is your passion outside of work? What do you like to do?
Hobbies include golf, fishing and riding my Harley. I’m an avid Philadelphia Flyers fan and, to the surprise of many being as I am a resident of South Jersey, a diehard Dallas Cowboys fan.
What is your educational background?
High School, trade school, computer programming school, CA LMS Master’s degree and completed 99.25% towards CA LMS PhD.
How has support changed since you started?
I think the fundamental principles of support are still the same as they have always been. What has changed over the years are the tools and mechanisms that are used by our customers and by our technicians to provide good quality support. The most recent trend seems to be towards providing our customers with a good knowledge and experience foundation and enabling them to take more of a “self-service” approach to product support.
Why should people be involved in the communities?
In keeping with the a fore mentioned trend towards a “self-service” support environment, support technicians should be actively involved in the communities and, in the form of Community Posts and the like, laying down the knowledge and experience information foundation that our customers will be using. For our customers, there is a wealth of support related knowledge available on the community pages that not only document situations and resolutions encountered by our support technicians, but also by other clients who are using the same CA software that they are and who are contributing to the communities with their own personal experience and “how to” knowledge stories.
Why should customers read Knowledge Articles?
For exactly the same reasons outlined above, our customers can gain a wealth of knowledge, information and experience from these articles.
Follow the Support Engineer Here: ScottLondon