Dean Schardt has been CA for nearly two decades by way of the US Military and Sterling Software. Today, he manages a team of dedicated engineers. His team is responsible for managing , , , , , , , and .
Dean says the basis of support has been the same over the years: make happy customers.
"What has changed is the tools we use to do that and how we measure customer satisfaction.” For example, he mentions that communities is “another way to help customers on a more informal basis.”
Dean also recommends that customers read knowledge articles.
“Knowledge articles provide lots of good information on how to customize products, avoid problems, and make the products more usable in their environments.”
Outside of work Dean has a passion for wood working, and doing DIY projects around the house. He also loves to wind down with puzzles, and reading; specifically military history, US history, and science fiction.
If you have questions about how the dedicated engineer program works (Sold as "Enhanced Support Services") - Ask Dean, or download this PDF for more information http://www.ca.com/us/~/media/Files/ServiceOfferings/CA-Enhanced-Support-Services.pdf
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