In regard to: Re: [Networker] EMC Tech Support, Daniel Rich said (at 3:12pm...:

Tim Mooney wrote:

In regard to: Re: [Networker] EMC Tech Support, Daniel Rich said (at
2:42pm...:

My impression and your implication is that there isn't much of a tier
model at EMC -- it's either front line (tier 1) or it's engineering
(which is tier 3 or beyond in a typical tiered model).  That's almost
certainly part of the reason why it's hard to get the hard questions
answered correctly in a reasonable amount of time.

There is a 2nd tier for Legato, they are called PSEs.  The problem is,
there seem to be very few of them, and it just about takes an act of god
for a case to get escalated to them.

Thanks for clarifying.  I had heard of PSEs, but didn't realize that was
EMC's designator for a tier 2 support person.  Based on your emails here
and some of the comments you made at LISA last December, you clearly
have a better grasp on EMC's organizational structure and internal
workings than I do.

Tim
--
Tim Mooney                              mooney AT dogbert.cc.ndsu.NoDak DOT edu
Information Technology Services         (701) 231-1076 (Voice)
Room 242-J6, IACC Building              (701) 231-8541 (Fax)
North Dakota State University, Fargo, ND 58105-5164

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