Part of the aim of this blog post was to give you a look behind the scenes at some of the work which goes on here at HP. In this post I have handed over to Denny Wells, HP Software Support Engineer, to give us some insight into what our fantastic team of engineers do everyday to give our customers the best possible support, Denny, over to you:-
My name is Denny Wells, I live in Tennessee, and I have worked as a Software Support Engineer at HP for almost 15 years now. I started out as a level two Engineer in Roseville, California, I’ll never forget the interview; it lasted six hours, involved some very specific technical questions and five lead engineers. But I suppose I did ok because I’m still here almost 15 years later!
I have worked in several areas of HP, supporting performance tools, providing assistance to frontline and level two engineers, training engineers all over the world, working closely with developers and R&D, and, of course, Support. Since joining HP I have also received my MCSE (Microsoft Certified Systems Engineer), where I’m proud to say I got the top score in my class and more recently I completed my TSIA certifications with a near perfect score.
I love the passion with which HP has been developing its employees over the last few years in order to make things better for customers. Everyone from our CEO, our VP - Aileen Allkins, all the way down to local support managers have been working incredibly hard to make things better and their passion is rubbing off on all the support engineers. I think I have taught or attended more training classes at HP than I can count.
My job is challenging, but I love challenges. A typical day for me involves a lot of multi-tasking. One minute I’m working on a down PI system isolating a problem in order to help a customer out of a serious situation, the next I may be writing a knowledge document for my colleagues to use, or teaching a class about the products I support or I might be taking a class myself, or recording a podcast or helping a customer get through a tricky day. It’s never boring here and the pace is fast!
I interact with customers on a daily basis, primarily in a technical support role. For example yesterday I helped a customer to diagnose a serious performance issue. I responded to their query as soon as the report was submitted with some in-depth suggestions and custom script. This allowed the customer to pinpoint the problem and generate the tabular data they were hoping to see. Within 48 hours the problem had been resolved and they were able to continue business as usual.
As an engineer you find customers are most concerned with receiving support from someone who:
- Makes sure they respond quickly and efficiently to customer cases
- Is well trained and knowledgeable on the product
- Treats them with courteously and takes their issues seriously
- Takes the time to listen well and get a clear understanding of the problem
- Keeps them well informed of progress, is organised in their efforts and communicates clearly as to what actions need to be taken to resolve the problem
- Is empathetic to the problems they are facing and truly understands the business impact it is having
- Keeps the case moving forward and utilising all the proper internal resources needed to resolve it
In order to do this HP provides us with multiple resources, such as training courses, our knowledge database, past case history, team chat rooms, and the ability to interact with the other engineers and teams throughout the world. Whatever it takes to get the job done quickly and efficiently, HP makes sure we have the best resources available to achieve it.
I hope over the next few years to continue to grow my knowledge and skill levels of both HP Software products and third party products which we can utilise and integrate into support and share this knowledge with other engineers at HP. I continuously strive to improve myself so I can ensure the customer experience is an excellent one, as I truly enjoy working with them.
If you would like to learn more about the work of our engineers or have any questions why not comment below?