Meet Ricardo, One of Our Helpful Tech Support Representatives

in Meet Our Team, posted 9/5/08
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How long have you been with Network Automation?

About 9 months.
What is your title?

Technical Support Representative
What's the best part of your job?

I like how everyday is always different and brings new challenges.  Each question or issue that’s brought to our attention is a little different from a previous one so the pay off of solving that challenge is more rewarding.
What's the most challenging aspect of your job?

Each incoming call, e-mail, and forum post is different and unique.  When we formulate responses we have to take into consideration a customer's situation, time frame, and system set up.  Because each issue is unique, finding the best possible solution can be challenging.
AutoMate BPA Server 7 has a lot of outstanding features.  Which ones are you most excited to educate customers about? 

The ability to deploy agents.  You no longer need to be at the workstation that requires AutoMate functionality in order to install an agent.
What’s your best advice for someone trying AutoMate BPA Server 7 for the first time?

BPA is a very powerful tool that can be intimidating to a lot of people the first time around. My best advice would be to tell first-time users to take your time and play around with all the actions and functions, so you can slowly get to know the product and avoid the initial frustration that comes with learning a new tool.
Walk us through a typical day for you in the technical support department? 

The day begins at about 7:55 am for me.  I usually start off by checking my voicemail to see if any customers have left urgent messages.  Then I check the tech support e-mail inbox to get a daily count of what needs to be addressed and answered.  By this time the phones have started ringing with questions from customers
Along with taking incoming calls while responding to emails and forum post it’s usually a busy day here in the tech support department.
What's the best thing about working for Network Automation?

The team environment.  Even if I get stumped while helping a customer with AutoMate, there is always someone to assist me in finding the most effective solutions. Everyone here at Network Automation is ready to help at the drop of a dime.
Where’s your hometown? 

Los Angeles, California
What’s your favorite sports team and why?

Hands down, the Oakland Raiders.  They’re slogan says it all: "Commitment to Excellence."  People use those words loosely in regards to teams that might not be totally worthy, but I truly believe the Raiders are deserving of that recognition.  The Raiders are an admirable organization because they were the first to hire a Mexican and African American coach and they are noted for giving second chances to people that others gave up on.  Also, they are sometimes misrepresented in the media, but they truly a family-oriented organization.
How do you usually spend your weekends? 

They’re usually spent hanging out with my wife and son.  If I’m hanging out with them, then I’m a happy man.
What was the happiest moment in your life? 

When my son was born.
What's something your coworkers don't know about you? 

I have 3 tattoos and I plan to get more.

Describe your idea of the perfect vacation? 

My perfect vacation would be camping by a lake in the company of family and friends, grilling good food, building campfires, and just enjoying the great outdoors.
What will you be doing when you retire?

I’d like to live in a rustic cabin in the woods. I don’t need many amenities, but I will definitely need satellite TV so I can catch all the sports games I want...especially Raiders games.