Monthly Report: 09/15/2000 - 10/15/2000
Name: Honglin Su, Technology Account Specialist, Central Region


1. SUMMARY

A hard time to work with sales rep, however, the support from the manager
and the team help me greatly.


2. Accounts Activities

   * CI Mutual Funds

     Both StorEdge T3 and Tape Library L700 have arrived, the installation
     is pending due to the customer office floor renovating in progress. As
     a follow up step, answered questions on the software package DiskSuite
     and Solaris 8.

   * Citibank Canada

     During the first week of October, E4500 and E6500 had an automatically
     reboot due to some unexpected reason. I came over and checked with
     their system staff, and found some CPU panic message. Since they
     opened a service call, the field SE Clive went to site and replaced
     the CPU. This was the second time of CPU failure, that is why field
     engineer replaced the CPU module per the instruction from the best
     practice.

     Based on my initial evaluation, this problem might be related to CPU
     E-Cache. Both E4500 and E6500 are using 400MHz /8MB UltraSPARC-II
     processors, and this was the second hit of the same problem. (The
     first one happened in Feb. this year.) After I worked with SSE Rodley
     Noble together,  we read all relevant error message, it was proved to
     be an e-cache issue. Thanks Peter, when exchanging ideas with Peter,
     he gave me very valuable advice.

     The following steps have been taken.
     1. Informed the sales rep.
     2. Recommended the customer to apply the update Solaris kernel patches
     to the system and SSE Rod Noble also sent similar message to the
     customer, thus delivered the customer the best practice on this issue.
     But do not tell the customer it is a "E-Cache problem", which is what
     the sales rep. wants.

     Dropped by the customers a couple of times, help them integrate the
     StarOffice into their current computing environment, i.e. to use
     StarOffice not only as an Office Suite, but also an email tool. Then
     the question was raised, how to read the former MicroSoft outlook
     email archive (.pst format).  This is a preliminary approach for
     coming SunRay project.

     Thanks Keren, who did presentation and delivered the demo of SunRay at
     the customer. It was pretty good and well received.  (The sales rep.
     did not inform me.) I still got involved proactively, worked with
     Karen to set up demo environment at customer site, made sure the demo
     and the presentation were deliverable. Afterwards, met the customers
     to have further talk on SunRay to address the questions they were not
     very clear.

   * Fidelity Investments


     After having talked the key differences between StorEdge A3500FC and
     A5000. To implement their disaster recovery project, a new E6500 with
     A3500FC, E3500, E250 and T3 storage array were ordered and shipped
     during the month (through Comdisco). Spent half a day with service SIS
     engineer, watched the procedure of the E6500 and A3500FC installation
     (ArrayStart), thus got the first-hand experience to better the
     customer support.

     For the ongoing SunRay project, finally the NT server with Citrix was
     integrated into the testing network, now we are waiting for the
     application migration. The AXIS (Progress) and WorldClass (Oracle)
     need more disk space (36+45GB for both sample data), the customer is
     ordering the extra disks to store the data.  Fidelity has made this
     project an official one, and they also assigned a project manager
     (Heleen Kryzycki), expect to move forward in the coming weeks.


   * Merrill Lynch

     L700 tape library arrived, ordered SCSI cables, waiting for the
     installation.


3. TRAINING SUMMARY

   * Attended some of iForce presentations, invited the customer to the
     sessions.
   * As a reviewer, reviewed the online web-based training materials on
     SunRay and commented on the materials.
   * Citrix learn and lunch, update the knowledge of Citrix, which is used
     in various SunRay project.
   * StarPortal training, just sat in the class for half a day, caught up
     with what's going on at StarPortal.

4. MISCELLANEOUS ACTIVITIES

   * security.net 2000, took the ownership to set up the booth in the
     downtown Sheraton centre.
   * Gerneral phone support to non-named account, such as PGX graphic card
     driver, etc.

5. PLAN FOR THE UPCOMING MONTH

   * Continuously improve my English and communication skills, plan to seek
     outside help.
   * Follow up the following ongoing projects at the customers: SunRay
     pilot project at Fidelity, T3 and L700 at CI Funds, L700 at Merrill
     Lynch, SunRay at Citibank, etc.
   * Attend iForce sessions, will complete it during the month.