Technical Support Services Blog
Discover the latest trends in technology, and the technical issues customers are overcoming with the aid of HP Technology Services.

Meet HP Expert Kostas G. Gavrielidis, Master Technologist, HP Technology Support Services

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As an HP Master Technologist, it’s my passion to understand your core
business processes and the services that are currently deployed in your IT
environments. By doing so, I am prepared to support your daily operations, as
well as business critical IT situations.”   Kostas Gavrielidis

What you need to provide in an escalation, Part 4: Collecting Performance Information

 

by Kostas G. Gavrielidis, HP Master Technologist

 

ringspin-600pix.jpgDisruptions come in two forms:  one disrupts the technologies you have already established and deployed, and are currently sustaining; the other creates impact as new inventions and newly developed solutions emerge, posing a challenge to your currently deployed solutions (also known as disruptive innovation).

 

You need to focus your attention and interest on both...

What you need to provide in an IT escalation

Part 1:  What can you do to be prepared?

 

images.jpgBy Kostas G. Gavrielidis, HP Master Technologist

 

In this series of posts I want to identify some areas where you can improve the quality of your escalation. Accurate and current configuration information is key to helping identify, isolate, and quickly resolve the issues without wasting time to re-acquire the data. Read on ...

Tuning Your Production – Methodology, Part III: Tuning Methodology

By Kostas G. Gavrielidis, HP Master Technologist

 

The process you define for tuning and performance improvements should include a specific set of steps. Keep in mind that the method you deploy will be assessed according to its impact, quality, measurability and effectiveness. How best to determine those steps?  Read on...

 

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Tuning Your Production – Methodology, Part II: Identifying Risks

By Kostas G. Gavrielidis, HP Master Technologist

 

13181546_s.jpgLast week, Kostas set the stage for this discussion about identifying risks in your IT environment. In Part II of his series "Tuning Your Production - Methodology"  he shares some useful assessment tools for analyzing and tuning performance for improvements in your production class configurations.

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About the Author(s)
  • I graduated in Software Engineering. Joined HP family five years ago, I deliver Insight Remote Support technical consulting for HP customers, in North America, Canada and Latin America. Assist setting up, installing and configuring the solution in customers' IT environments.
  • I am an identical twin. My brother’s name is Greg Tinker and we have been extremely fortunate working similar careers within HP, known to our HP colleagues and many of our customers as "The Tinkers". Our job is to be the technical lead on major business operational outages with millions of Dollars/Euros hanging in the balance. We both have a complete background in architectural, Infrastructure and application environments from both the proactive and reactive side of HP Enterprise Service (HP ES), and HP Enterprise Business (HP EB).
  • I am an identical twin. My brother’s name is Chris Tinker and we have been extremely fortunate working similar careers within HP, known to our HP colleagues and many of our customers as "The Tinkers". Our job is to be the technical lead on major business operational outages with millions of Dollars/Euros hanging in the balance. We both have a complete background in architectural, Infrastructure and application environments from both the proactive and reactive side of HP Enterprise Service (HP ES), and HP Enterprise Business (HP EB). We have always attended the same schools, studied the same material (big surprise, as we are identical twins), and have always worked as a close team and strive to demonstrate our teaming ability’s to others. We each have more than 11 years experience supporting mission-critical enterprise customers on a broad range of technologies. We’ve both won the HP MVP award multiple times as well as coauthored books, programs, and whitepapers in our spare time.
  • More than 25 years in the IT industry, managing ITSM, service development and delivery projects in Technology Services. Specialized in end2end support for ISV based business solutions. Certified ITIL and project management expert.
  • Eduardo Zepeda, WW TS Social Media Program Manager & Internal Communications for WW Technology Services Blogging on behalf of HP Technology Services (TS_Guest)
  • I have been with HP for 13 years, always in Services - first as a Services Channel Sales rep, then a Channel Services Segment Manager, and now, in WW Technology Services Marketing. These may be my formal job titles, but I'm really a Cheerleader for HP Services! I feel that HP has great services, exceptional Technical Experts and Delivery teams, and so many cool things are going on at HP Services. So, stay tuned...
  • Mr_T? Yes, but in name only. No mohawk or gold chains. In real life I'm Jim Turner, a Master Technologist with HP's Integration and Technical Services team. I leverage my 27 years of system, storage, and networking experience to ensure optimal performance with Data Protector and StoreOnce technologies. Many times the source of a problem is not where it appears to be. A broader view of the landscape and a deeper knowledge of system internals are frequently required, and that's precisely what I deliver.
  • MrCollaboration (aka Jim Evans) is an HP Global Services Alliance Manager. He has worked in the IT industry for more than 30 years, 22 of which were spent with Digital Equipment Corporation, Compaq and HP. He works with many third party vendors and partners to develop processes to facilitate excellent support and service for mutual customers. Jim is also HP’s representative to the Technical Support Alliance Network (TSANet).
  • I've been working in Customer Service for over 20 years. During my career I've provided support services for Languages, Programming Libraries and Operating Systems. During the last 10 years I've provide support for Linux and more recently VMware. My current role is as a Technical Account Manager working in the HP Custom Mission Critical Services Industry Standard Operating Systems team. I provide both reactive and proactive operating system support for proLiant servers and blades. Our services in the Custom teams are built on statement of work contracts for large HP customers who need a customized mission critical support offering.
  • I like to listen as much as I like to talk. Why? My 25+ years in the technology industry has taught me that the key to delivering value to customers is to understand what they value in the first place! I developed this passion for customers and consultative selling during my 12 years with Accenture, and I have continued to approach customers in a consultative way during my 12+ year tenure with HP. I also have a passion for HP given my knowledge of our Product and Service Portfolio and the differentiators we possess that position us as a leader in the areas our customers are telling us they want to go. Converged Infrastructure, Converged Cloud, Big Data – and the associated Service and Support implications – all such exciting technology trends where our success will hinge upon our ability to differentiate ourselves versus others in the areas that matter most to our customers. Right up my alley, and I am proud to be part of the great HP team where I know we have the best solutions in the industry!
  • Tom Clement has over 30 years experience in the areas of adult learning, secondary education, and leadership development. During this time Tom has been a consistent champion of “non-traditional” training delivery methods, including blended learning, virtual delivery (self paced and instructor led), the use of training games and simulations, and experiential learning. Tom has spent the past 25 years of his career at Hewlett Packard, focused most recently on HP’s global Virtualization, Cloud, and Converged Infrastructure customer training programs. Tom manages the strategic direction and overall performance of these training programs, ensuring these worldwide programs help HP’s customers capitalize on the business opportunities made available by IT advancements in each of these subject areas. Tom and his global teammates utilize best in class instructors, course content and supporting equipment infrastructure to deliver these training programs to HP’s customers. The team prides itself on providing the Virtualization, Cloud, and Converged Infrastructure content customers need when and where they need it, anywhere in the world. Tom is based in the Washington, DC suburbs and can be reached at tom.clement@hp.com.
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