Business Editors & High-Tech Writers

SAN DIEGO--(BUSINESS WIRE)--May 22, 2001

The Software Support Professionals Association (SSPA) recognized the Industry Support SuperStars at the SSPA Tech Support Teams Conference held May 21-24 in Austin, Texas.

Keeping customers happy, remaining profitable, keeping employees motivated, etc., are just a few of the challenges software companies continually confront. Yet some companies have risen to the challenge and mastered the process of delivering excellent software support. The success could not have been achieved without the hard work of individuals in these companies. It is "SuperStars" who were recognized at this international conference.

"This unique SSPA SuperStars Conference not only included an excellent program with expert Speakers, but it also included what is perhaps for many the highlight of the four days -- the presentation of the Support SuperStars Awards," said Bill Rose, SSPA founder/executive director. "It is one thing to be recognized within your Company for hard work and achievements, but to be recognized with your peers in the industry seems to mean even more."

The Support SuperStars were nominated by their respective supervisors and managers and given special recognition in several categories:

Outstanding SuperStar

Each year the SSPA selects and recognizes one person who exemplifies the high quality of tech support professionals in the industry, with the Outstanding SuperStar Award. This year it was presented to Scott Koppy, lead engineer, IDX Systems Corp.

Mick Kielty, client services team leader says about Scott: "If there is anyone at IDX Systems Corp. who deserves to be recognized for providing outstanding customer support it is Scott Koppy. As an engineer, Scott is nothing short of outstanding. Understanding the client gives Scott the ability to provide excellent service to his customers and the many customers he assists around the nation."

Outstanding Achievement

These top performers are individuals who do it all. They blend the best skills of service, knowledge, teamwork and leadership, and are well respected within the support center and the company:

-- Andy Bowline, system support analyst- Advanced Solutions International

-- Larissa Broadway, senior support specialist- Schlumberger RMS

-- Linda Doan, CSO engineer- Candle Corp.

-- Bill Harris, sr. systems engineer support- Candle Corp.

-- Matt Malpass, support center supervisor- Schlumberger RMS

-- Joan Partlan, sr. systems engineer- Candle Corp.

-- Bonnie Reeves, team leader & sr. support consultant- professional
datasolutions

-- John Reeves, sr. project analyst- Novell Inc.

-- Erland Romero, CSO engineer- Candle Corp.

-- Donald Smith, sr. systems engineer support- Candle Corp.

-- Tony Tong, sr. technical support engineer- PeopleSoft

-- Arnand Verma, sr. technical support engineer- PeopleSoft

Team Player

Awarded to those who offer assistance to other team members, maintain a positive attitude, and are always willing to help.

-- Anil Bairwal, manager Tier 3 Weblogic Support- BEA Systems

Inc.

-- Arthur Blackwell III, technical support analyst- CompuCom

Systems Inc.

-- Elizabeth Livingston, systems support analyst- Advanced

Solutions International

-- David Metoyer, sr. customer support coordinator- Candle Corp.

-- Jerry Mao, sr. systems engineer support- Candle Corp.

Informal Leader

Awarded to those who others turn to because of their balanced view and personal credibility. All know their leadership skills within the support center.

-- Eleanor Johns, US TAC manager- The Reynolds & Reynolds Company

-- John O'Connor, product lead ESN- EMC Corp.

-- James Samson, technical support engineer- Novell Inc.

-- Aldo Santangelo, mgr. hardware & dealer communications- The

Reynolds & Reynolds Company

Most Improved

Awarded to those who have made great improvements over the last 12 months, learning and applying information, and becoming an active participant in the support team.

-- James Bunch, sr. technical analyst- First American Credco

Customer Advocate

Awarded to those who consistently provide customer service support and who do a superb job in representing their customers' needs.

-- Michael Johnson, technical support engineer- Novell Inc.

-- Pamela Robello, SysOps support engineer- Novell Inc.

Supervisory Skills

Awarded to those who blend technical knowledge with insightful people skills and organizational savvy. These up-and-coming managers represent the best supervisors in the industry.

-- Kala King, help desk operations supervisor- CompuCom Systems

Inc.

Super Support Team

Awarded to a team that provides committed customer service and functions as one unit.

-- Technical Support Team- Advanced Solutions International

-- Novell Canada Support Team- Novell Inc.

The next SSPA conference will be the Horizons 2002 World Conference, Oct. 1-4, 2001 in Savannah, Ga. One of the highlights of Horizons 2002 will be the gala dinner announcing the winners of the 2001 Software Technical Assistance Recognition (STAR) Awards. For more information and to register for the SSPA Horizons 2002 World Conference, visit www.supportgate.com.

About SSPA

Founded in 1989, SSPA represents nearly 14,000 service executives in over 500 member companies worldwide. SSPA gives software service professionals opportunities to share ideas, access the Members Only section of Supportgate.com's Web site, discuss developing trends and network with their peers at SSPA Events throughout the world. SSPA offers its members conferences, seminars, specialized training, executive forums and a variety of publications. For more information regarding the SSPA and other related divisions, log on to www.supportgate.com, building Internet service communities, or send an email to info@supportgate.com.