Matt.Flannery just celebrated his 10th year with CA! He came to us by way of the Concord Communications acquisition. Matt is in the Framingham office (near Boston) and has a long history in helping customers. He has been a help desk technician, a system administrator, a desktop administrator, a dedicated engineer, and a QA engineer before joining the Customer Success team.
"I began that with CA as a Sr Support Engineer, then promoted to Principal Support Engineer. After being a super Subject Matter Expert (SME) for the cloud service managment Service Cloud product and completing my advanced training within our internal Support University, I was offered and accepted a position as Service Delivery Manager."
Matt says the culture at CA began to change just as he was acquired. He says, the peeople and cultural attitude keeps him him here.
"Most of us wouldn't want to work anywhere else. Work-life balance is really encouraged, and the accolades and appreciation shows CA cares."
Knowledge Base Articles
Chances are, most questions or issues you are facing is not new. It has likely been asked or encountered before, and if it has, it has likely been documented as a Knowledge Article. Matt knows a thing or two about trying to find your way around the support site.
"I realize searching for knowledge can be difficult...and we feel your pain. New initiatives are in progress to make self-service, and the use of the knowledge base easier to search and use. It will become a customer’s first stop on the road to resolution, and eventually, the only stop needed in many instances."
Watch this video demo on how to search the knowledge base for your product!
Outside of work, Matt is an avid gamer, both video (PC/Console) and tabletop (Fantasy RPGs). He also enjoys riding his motorcycle to work "anytime it is >50 degrees and dry." He is also active with his son’s Boy Scout troop, and enjoy the activities as much as he did when he was a scout! He is also helping his daughter prepare for college.