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This week, we welcome Ross Ackerman (@TheRossAckerman), Technical Director of Supportability, into the studio to talk about some exciting innovations within the support organization with regards to how customers and partners find solutions to problems. Guided Problem Solving is a new feature on the NetApp support site that does exactly what its name suggests – it guides people to solutions to solve problems based on workflow. In addition, we talk about the new live chat functionality and how these additions are already starting to see gains in the support center.

 

 

Each week, the Tech ONTAP Podcast discusses all-things NetApp, interviews subject-matter experts, and provides insights into the storage industry. Follow the hosts on Twitter: Justin Parisi (@NFSDudeAbides), Glenn Sizemore (@glnsize), and Andrew Sullivan (@andrew_NTAP). Subscribe to the podcast on SoundCloudStitcher, or iTunes, or sign-up to receive the Tech OnTap newsletter.

Andrew Sullivan

Andrew has worked in the information technology industry for over 10 years, with a rich history of database development, DevOps experience, and virtualization. He is currently focused on storage and virtualization automation, and driving simplicity into everyday workflows.