Today I am a Level 4 Technical Support Engineer within CA PPM, helping and sharing together with the team a successful and strong team.My main tasks on the support role are:. Investigation of technical problems to determine the root cause and engage Sustaining Engineering where required. . Research and investigation of complex questions or product defects for CA PPM . Drive timely technical reviews of knowledge management content, work to further improve the teams performance, product capabilities, and customer satisfaction. . Train new members of the team, guide more junior colleagues where required. . Follow weekly calls on specific product areas to assist other team members with anything required.. Involved on reviews to resolve escalated issues. . Involved on pre-GA releases testingI am a Designated Support Engineer (DSE) for a couple of customers and follow up some other clients personally.Continuous follow-up on a successful CA/Broadcom customer engagementSince 2017 I am a Knowledge Domain Expert (KDE) for PPM worldwide.Focused on:1. New published documentation on the PPM area is analyzed. 2. Existing knowledge is reviewed and updated where needed, 3. Customer feedback on knowledge articles is reviewed and where appropriate used to improve the content available out there.4. Follow up on trends on knowledge: used content, top hits. Analyze the raw data and act accordingly.I am part of several Self-Service initiatives to improve Customer Experience

Today I am a Principal Support Engineer within CA PPM, helping and sharing together with the team a successful and strong team.My main tasks on the support role are:. Investigation of technical problems to determine the root cause and engage Sustaining Engineering where required. . Research and investigation of complex questions or product defects for CA PPM . Drive timely technical reviews of knowledge management content, work to further improve the teams performance, product capabilities, and customer satisfaction. . Train new members of the team, guide more junior colleagues where required. . Follow weekly calls on specific product areas to assist other team members with anything required.. Involved on reviews to resolve escalated issues. . Involved on pre-GA releases testingSince 2012 I am a Designated Support Engineer (DSE) for a couple of customers and follow up some other clients personally.Continuous follow-up on a successful CA-customer engagementSince 2017 I am a Knowledge Domain Expert (KDE) for PPM worldwide.Focused on:1. New published documentation on the PPM area is analyzed. 2. Existing knowledge is reviewed and updated where needed, 3. Customer feedback on knowledge articles is reviewed and where appropriate used to improve the content available out there.4. Follow up on trends on knowledge: used content, top hits. Analyze the raw data and act accordingly.I am part of several Six Sigma projects as a team member and other Self-Service initiatives to improve Customer Experience.

In 2008 I took a new challenge with the project management world by joining as a Support Engineer the CA PPM team.During these few years I have grown as a professional in Project Management and grown internally within the support organization.

I joined CA in January 2005 as a Support Engineer giving support to a broad family of security software: eTrust anti virus, Pest Patrol anti spyware, Secure Content Manager (SCM), HIPS …