Blog from November, 2014

New release: v2.1.2!

On Monday November 24 we released the DCIM Support Community v2.1.2 (codename Skywalker 2) unto the world!

Updates include:

  • Added Community Team Blog (this blog right here)
  • New landing page design
  • Update of Questions source code
  • Proximity search
  • Updates to search algorithm (better results)
  • Lots of minor UI improvements
  • Several bug fixes (thanks for reporting them!)

Enjoy! And don't hesitate to let us know if something can be improved or if you have ideas for new features.

Best,

DCIM Support Community Team

Meet Jesper Bjerregård, one of the DCIM Experts of November 2014. Find out what got him into the DCIM world, what he does in his spare time, and why he is a top user.

Q: What makes you a top user?

A: I believe the main reason is my experience with the products. In my professional career, I have always worked with customer support, the last 9 years for Schneider Electric. It gives me satisfaction to help both internal users and customers, most especially our customers.

Q: What do you think is most valuable about the DCIM Support Community?

A: The DCIM support community lets us share information faster and to a wider audience.  We no longer have to wait for the next release to update our documentation or recommendations. Information can be updated on the fly.

Q: How do you think online customer support is different from offline forms of support?

A: The traditional offline support to a customer is one-to-one over mail or phone. This might be necessary in some cases, but we often see that customers are experiencing the same issues. The online customer support lets us share information with more people, so more people can benefit from the same answer.

Q: What got you into the DCIM world?

A: I started in Schneider Electric as a platform engineer, focusing on customer support. As the products evolved, my role changed to installing and configuring the DCIM software and teaching customers and internal users. Later, as the customer base grew, I worked on creating the install and configuration services for the DCIM products. I currently work for the product management team where I have different functions. I help the service team developing new services, work with Level 4 customer support, and help the training team as a subject matter expert.
The great thing about the DCIM world is it is always evolving. There are always new things to learn.

Q: What do you do when you're not at work? Any hobbies?

A: I run a couple of times a week, often with my colleagues at work. I find running is a great way to clear my mind after a busy day. I have recently taken up sailing - with almost no prior experience. I started a course this summer at the local sailing club. This winter I am attending a navigation course. Hopefully I will be able to sail my own sailboat at the end of next summer.


Jesper Bjerregård is a Program Manager for Software Services. He is a technical advisor to the service team when new install and configuration services are created. 

He also answers support questions from internal and external customers in the DCIM support community. 

We had a chat with Søren Bruncke Mikkelsen, one of the DCIM Experts of September 2014, to find out what makes him tick on the DCIM Support Community, at work, and in his spare time. This is your chance to get inside the mind of a top user.

Q: What makes you a top user?

A: I think I am one of the top users due to my experience with the products. I have a personal drive towards making sure people are happy - especially our end-users. Maybe that’s why I am currently a top user. I love helping people, especially in areas where I have knowledge and feel I can make a difference.

Q: What do you think is most valuable about the DCIM Support Community?

A: In my mind, the biggest opportunity for the DCIM Support Community is to get into a world of support were we will see many-to-many communication instead of one-to-one communication. I am absolutely sure I will learn a lot from other StruxureWare for Data Center users.

Q: How do you think online customer support is different from offline forms of support?

A: Online customer support is what support is all about, making sure the most recent information is available and shared to the relevant people. In an online support setup, the supporting team can be proactive compared to offline support which is very often reactive. Hopefully the online approach will give a better user experience.

Q: What got you into the DCIM world?

A: I got into the DCIM world when I joined Schneider Electric seven years ago in the service department. Our focus was around supporting DCIM customers by installing and configuring the products, training end-users and internal people on install/usage of the products, and finally providing support on issues seen at customer sites. After a couple of years in service, I joined the StruxureWare for Data Center Operation (DCO) software development team as scrum master on one of the teams building DCO. This has given me great insight into not only DCO, but all the other StruxureWare for Data Center products available. I was part of the development team until recently, when I became part of the DCIM Support team which felt a bit like coming home. Also, as part of my current role, I'm responsible for running our own data center. The data center hosts the software development server farm, and is of course managed using our StruxureWare products.

Q: What do you do when you're not at work? Any hobbies?

A: I am an active volleyball player, and have been for many years. I also spend time around bikes, both building, fixing, and riding all kinds of bikes. We have a group of colleagues that mountain bike in the nearby forest, and just this week, we also attended a 24 hour Le Mans track bike event. In general, I must admit that doing sports is what clears my mind :-)


Søren Bruncke Mikkelsen is a Technical Community Manager. The role is all about helping evolve the DCIM Support Community as an active expert member. That means assisting and answering support cases, writing documentation to support the products, and on the inside of the company, being a liaison between engineering and technical support.