“Your support ticket has been escalated to Technical Solutions…” Who is Technical Solutions and What Do They Do?

Many of you have probably received this message during the troubleshooting of one of your support tickets: “At this time, I would like to inform you that your support event ticket has now been escalated to the Technical Solutions team…”

Well let’s take the time to introduce you to those mysterious folks that take over your support tickets.

Hello, my name is Willie Hood. I, along with Tanya Clark and Bryan Diegel, are your North American Technical Solutions Team Leaders. Our job as team leaders is to ensure that your requests are handled effectively and efficiently once they come to the Technical Solutions level. I work in the ANCILE Solutions headquarters building located in Elkridge, Maryland. I have been with the company for almost 17 years. I have worked in various positions at ANCILE before settling in the Global Support team. I want our customers to have the best experience possible when reaching out to ANCILE support for assistance.

My name is Tanya Clark and I also work in the ANCILE Solutions headquarters in Elkridge, Maryland. I’ve been with the company for a little over 7 years, initially as a contractor with TEK Systems before coming on board permanently as T1 product Support. During my tenure on the desk, I’ve handled a variety of issues ranging from Info Pak to uPerform (uPerform Express). I was also one of the first Strategic representatives upon the program’s inception. My goal is to help our customers in the most effective manner possible as well as assist team members in ensuring that customers receive the best support.

Hello, my name is Bryan Diegel. I am the technical lead and Team Leader for the Technical Solutions Network Team. I work in the ANCILE Solutions headquarters building located in Elkridge, Maryland. I have been with the company for almost 19 years. I have worked in various positions at ANCILE before settling in the Global Support team. Most likely, you will be directed to my team if you need assistance with install and upgrade issues, as well as troubleshooting any environmental issues within the uPerform environment.

Formerly known as Tier 2 and the Network Team, The North American Technical Solutions Team consists of two parts: The Technical Solutions Core team and the Technical Solutions Network team. The Core Technical Solutions team handles the more advanced software issues that cannot be resolved by our Product Solutions team. Called to support all of ANCILE’s software offerings, the Technical Solutions team uses many tools and resources to provide quick and effective solutions to our customers. If the issue is determined to be code related they will work with our Engineering solutions team to provide a resolution. The Core Technical Solutions team also works directly with any issues that are submitted by ANCILE’s strategic customers. The Technical Solutions Network team provides support for issues that are network environmental in nature. Anything from configuring uPerform, working with SAP’s Solution Manager, or providing support with setting up SSO (Single Sign On), the Technical Solutions Network team will be there to help. The Technical Solution Network team also works closely with our Customer Care team to provide upgrade and installation assistance. Working together, core and network, The Technical Solutions team will provide answers to your ANCILE software support needs.

Here is your Technical Solutions Team:

TS Network Members:

Bryan Diegel (Team Leader)

Corina Muntean

Tony Huntley

Wes Rettenmayer

 

TS Core Members:

Tanya Clark (Team Leader)

Willie Hood (Team Leader)

Deborah Alvarez

Chianti Bailey

Dale Lezada

Mark McCall

Dave Mensah

Nicholas Robinson

Buncha Saengfah