Posted tagged ‘Michael_Montoya’

Next Generation Enterprise Support

April 23, 2012
Michael Montoya, Head of Support, EMC IIG

Michael Montoya, Head of Support, EMC IIG

Guest Blogger: Michael Montoya

I have spent the past 20 years of my career working in several technical support capacities, in roles ranging from supporting enterprise IT environments to customer product support. Over that time, I have witnessed and taken part in the transformation of support teams as the application, use and user dependency upon technology have transformed. These changes have been primarily driven by the dynamics of a more sophisticated user and a shift in delivery toward the Cloud. Throughout these changes, the defining aspect of excellent technical support has remained the same: great people capable of helping customers. The operative words here are (more…)


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