氏名:非公開

CA / Principal Support Engineer

Chiba, Japan

自己紹介

Working as Support engineer for s/w on windows and UNIX for 15 years. Focusing the below measures for the support operation.



- MTTR(Mean Time To Resolution)
- Customer Satisfaction Rate and the customer wants to recommend the
others to use our application by the customer survey.
- Knowledge article creation to raise the number of the solution by the
customer's self-support. Publised them and uploaded the movie of the
solution/information to the YouTube of the CA Technologies channel.
 I take care of my colleagues to create an appropriate Knowledge
 document for the external customer, as a mentor.
- High performance with the development in oversea offices by the communication
using Chat/Mail/Tracking System.
- Use the salesforce as the support tracking system.
- Escalation to the related division's people(Sales, PreSales, Customer Success)
 as necessary.



Responded the below things as a initiative project.



- Lead the update of the profile(Especially technical skills) of all
support engineers at Japan Support Center in order for each support
member to be able to find the person who has a specific technical
skills each other by the search system in house.



- Gathering the quick tips of the 3rd party product and publish the
information on the Sharepoint Server for all the Japanese support
engineers in order to reduce the time resource when the support
engineer encounters the problem related to the 3rd party products
without CA product.



- Suggestion/discussion/take an action of the improvement of the VMware
vSphere environment operation for the support engineer to VMware admin
team, discuss and take an action to improve.


職歴 / 学歴

  • 2007/2

    CA /Principal Support Engineer

    2007/2 継続中