June 3, 2013 1:06 PM - Support Connections....
mtravers 270001CJ1U Comment (1) Visits (1954)
I'd like to start my first blog entry by introducing myself. My name is Mario Travers and I'm one of the team leads for the Maximo EAM Support group. I've been working with Maximo now for over 8 years (might actually be longer than that but my memory isn't what it once was) in various roles within in support for IBM and, previous to my old companies' acquisition by IBM, at MRO Software. Throughout my time here I've been lucky enough to be involved with many great projects within the support team including my role as a subject matter expert for Maximo Industry Solutions products, a Maximo Certification writer, a support documentation reviewer / developer / publisher, a client advocate for a number of our clients going through implementations or other difficult situations and last but certainly not least as a client facing support engineer. When I think about it, I would have to say that of all the roles that I've held or currently hold within the support organization, the most rewarding by far are the roles that have allowed me to work directly with our clients. Why do I find this so rewarding you might ask? Well it's simple really, when you work with clients you're able to see what they face in terms of challenges, difficulties, and pain points. By understanding what they're dealing with, you're able to find ways to help them. In all likelihood, after working with the client in partnership to come to a resolution (sometimes for days, weeks, or even months hahah), you inevitably will eventually receive the most rewarding message you can receive from a client......"WE WENT LIVE TODAY! WE'RE UP AND RUNNING!! WOOOOO! THANK YOU SO MUCH FOR ALL OF YOUR HELP!!".....and then you realize you were a part of it....and it makes the job that I and many other people in support do, totally worth it. Now I won't lie to you, as many of you that have served in similar positions for your companies know, this job can be challenging (to say the least), extremely stressful, and down right difficult at times....but in the end, I've found it be one of the best jobs I've ever had. One that I'm very proud of.