Once a month we'll shine our virtual spotlight on one of the CA PPM community's members. It's just a fun, easy way for us to get to know one another a little bit beyond our work-related interactions here on the site. This month, we're featuring Jerin Sebastian, CA Technologies.
How long have you been at CA? A year and 10 months
Are you a dedicated engineer as part of an enhanced support package? ANZ Bank DSE
What was the career path that led you here? CA PPM always seemed to be a very powerful tool to me and there was always that urge to deep dive into the core technical and functional aspects and CA would be the best place for this with the variety of labs and educations we have here.
What product do you support? CA PPM
What keeps you at CA? There is something I learn new everyday @ CA and most importantly, I get the chance to deliver this to our customers and to see them happy, excites me a lot!!
What is your passion outside of work? What do you like to do? (Give readers a glimpse into who you are…prove you’re a live human being!)
I am a big fan of sports – Soccer and Cricket is what I love playing to keep myself engaged outside work. Bike riding is one other activity I would love to do outside work!!
What is your educational background? Bachelor of engineering in Computer Science
How has support changed since you started? Even though my tenure with CA is short comparatively, I have experienced some significant changes like the promotion of Self Service through communities, Knowledge base searches, Office Hours and many more. The evolution of Support Engineer role from just troubleshooting cases to focus on communities and KBs depicts a lot about the undergoing changes now.
Why should people be involved in the communities? To meet the best techies around the globe, to look out for a solution which you are trying to implement – their pros and cons and to always keep yourself updated with the latest happenings in the product.
Why should customers read Knowledge Articles? Time effective – A KB article will save the time taken to log a case and wait for the support engineer to get back and then explain to the engineer what you need.
Knowledge articles also helps in identifying the known issues before implementing any functionality in the product.