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Clarity PPM

3 Posts authored by: Chris Stallone Employee

How long have you been at CA Shyam_Beerakayala ? Shyam.jpg

I have been with CA from November, 2009. After living in the USA for 19 years, I have moved back to India in 2011, to stay close to my parents and have grandparents around my kids!

 

Are you a dedicated engineer as part of an enhanced support package?

I am a Support Delivery Manager for the CA PPM SaaS product.

 

What was the career path that led you here?

I had joined CA as a Senior Support Engineer in November, 2009 at Plano, Texas. I relocated to India in June, 2011 and continued working in the same role from the ITC office. I was promoted to a Principal Support Engineer in July, 2012 and been an SDM since April, 2014.

 

What product do you support?

CA PPM

 

What keeps you at CA?

CA is a great place to work. I have worked in both USA and India CA Offices and I am truly amazed at the consistency in all our operations. The people at CA is what keeps me here!

 

What is your passion outside of work? What do you like to do?

I am a sports fanatic! I very closely follow NBA, NFL, MLB and the IPL (Cricket). I make sure that I watch some of these games with my son, as we both share the passion!

 

What is your educational background?

I have done my engineering in Computer Technology and have followed it up with a Master’s in Information Sciences from University of Hawaii, Honolulu! No, I am not lucky, I been to the Waikiki only couple of times during the four semesters! I also have a PhD from CA Support University J I am Project Management Professional and have a PMP for the last 7 years.

 

How has support changed since you started?

Support is truly a team game now! There is no I in support ! Support is now provided through Omni Channels !

 

Why should people be involved in the communities?

According to Forrester, 72% of the customers prefer self-service to resolve their support issues over pick up the phone or sending an email. Customers want it and companies need it! By being involved in communities, we can help CA help our customers help themselves !

 

Why should customers read Knowledge Articles?

Customers should read Knowledge Articles because help is always a click away.

 

Follow the Support Engineer Here: Shyam_Beerakayala

How long have you been at CA Shawn_Walsh ?

I have worked at CA for 13 years.234ca05.jpg

 

 

Are you a dedicated engineer as part of an enhanced support package?

No.

 

 

What was the career path that lead you here?

I have always had a passion for technology and for fixing problems. In fact, I have a really hard time walking away from a problem.  I just have to find a way to fix it or workaround it.  I started with CA Technologies in 2002, supporting CA Service Desk Manager.  It was a natural fit for me. Over the years, I have worked with a number of CA Products and Solutions.

 

 

What product do you support?

CA Clarity PPM, CA Enterprise Mobility Management solutions.

 

 

What keeps you at CA?

Working at CA and in Support has been an extremely rewarding experience for me.

I love that I speak and work closely with folks in North America, South America, EMEA and Asia Pacific all in the same day.

There are so many great people on the Support teams.  There is so much talent and tenacity! So many interesting people!  I have gone to customer sites working in very high pressure situations, doing everything we can to make our customers successful.  I have been on 48 hour long conference calls.  I love every minute of it.

 

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(Here is a picture of my manager Bill.)

 

 

 

 

                                                                                                                                                                                                                      (Here I am (on the left) filming a training video.)

 

What is your passion outside of work? What do you like to do?

Outside of work, my passion is my family. I have a 6 year old son. My wife is a middle school science teacher in New York City.

Here is a picture of my son Liam, my goddaughter Katie and my wife Sophie in the background.  We love to go for long hikes outdoors, road trips and exploring everything NYC has to offer, whether it is the city parks (NYC has beautiful parks), museums, cultural events and a lot more….Yeah, I am pretty proud of being a “New Yorker”. Below I am riding a kayak with my son on the Hudson in the Adirondack mountains in upstate New York. My favorite place in the world are the beaches in Tobago (in the Caribbean). I am an also avid reader and gamer (although finding the time is tough).

 

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What is your educational background?

I studied Philosophy at Queens College. I am a Microsoft Certified Systems Engineer, among other certifications like Oracle Database and CA Service Desk Manager.

I have a lot of practical IT knowledge and in many ways I try to be a “jack of all trades”, whether it is debugging code or tuning an Oracle/MS SQL database for better performance.

 

How has support changed since you started?

In the past, we just fixed problems.  I really feel that we are now fully invested in making our customers successful.  We are no longer “break-fix” technicians.  We are passionate to see how our customers use our solutions and how we can better serve and partner with them to make sure they get the most out of their investment and we have a lot of fun doing it!  Innovation is a mantra for us now.  What else can I do for my customer?  How can I make them successful?

 

Why should people be involved in the communities?

The communities offer a place where everyone: customers, partners, CA support, CA services, CA development and CA product management can collaborate.  Customers can speak with other customers on using CA solutions in new and creative ways to solve their business challenges.  Customers can vote on the direction and future features of our products.  CA also gets to hear the real voice of everyone on how our products are used.  The customers can participate in webinars and many topic discussions.

Anyone can show off what they know and become a distinguished expert.

 

Why should customers read Knowledge Articles?

In Support, we are always looking for ways to make our knowledge base better.  Knowledge articles offer a wealth of great information on solving problems or using our solutions in new ways that you may not have thought of previously.  Knowledge Articles are the results of previous support cases opened by other customers.  We always strive to create new Knowledge Articles if we believe it will benefit other customers also.

 

Meet the CA Support Engineers

 

Follow the Support Engineer Here:Shawn_Walsh

SumanPramanik

 

How long have you been at CA? Meet-VanessaNnaji.jpg

Suman: It has been 4 years

 

Are you a dedicated engineer as part of an enhanced support package?

Suman: Yes, I support Cap Gemini as part of ESS Platinum contract.

 

What was the career path that lead you here?

Suman: Prior CA I used to work as Consultant implementing CA PPM, and in order to learn the depth of the product and help Global PPM Customer has brought me to CA.

 

What product do you support?

Suman: CA PPM

 

What keeps you at CA?

Suman: Helping customers satisfies me the most. CA has given many opportunities to learn new things and implement my learning into my work.

 

What is your passion outside of work? What do you like to do?

Suman: Outside work, I love playing Table Tennis and an amateur Wildlife Photographer and love to visit sanctuaries.

 

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What is your educational background?

Suman:  Master’s in Computer Application

 

How has support changed since you started?

Suman: Support gave me the opportunity to connect with the customer’s better. I have evolved myself from troubleshooting issues to advising customers about their environment.

 

Why should people be involved in the communities?

Suman: In communities, it is an informal way to connect to the PPM users and get to know the business challenges they face in PPM. In addition, you get to know the best practices shared by many customers.

 

Why should customers read Knowledge Articles?

Suman: By reading knowledge articles, you will get to know

  • - Known product bug information
  • - How to use the product
  • - Vulnerability information

 

Follow the Support Engineer Here: SumanPramanik