Vce Company, LLC

Emc IP Holding Company LLC

Vce IP Holding Company LLC

Matthew Molner

Nicholas Adams Hansen

Todd Jason Dolinsky

Joshua L Bonczkowski

Jonathan Fontanez

Jeffery C Cheng

Matthew Kevin Kerbawy

A customer support technique for an electronic system includes operating a computerized apparatus to conduct a video chat with a remote customer support device. During the course of the video chat, the computerized apparatus simultaneously exchanges information pertaining to the electronic system. The computerized apparatus collects diagnostic information from the electronic system, transmits the diagnostic information to the customer support device, and receives remedial information back from the customer support device, all while the video chat continues to proceed without interruption. The improved technique thus provides a near-hands-on support experience from a remote customer support agent regardless of the customer support agent's physical location.

Combining data and video communication for customer support of electronic system

A method for matrixing of software environments is provided. The method includes receiving a selection of a plurality of aspects of a task environment for an application and executing the application in a task environment selected from a set of all possible combinations. The method includes selecting a next task environment from the set of all possible combinations, based on a result of executing the application in the task environment and reducing a matrix search scope, responsive to a failure in the executing the application in the task environment. The method includes repeating the executing, the selecting and the reducing until one of the matrix search scope as reduced, is less than or equal to a completed search scope, or the set of all possible combinations of the plurality of aspects of the task environment is in the completed search scope.

Optimized dynamic matrixing of software environments for application test and analysis

A system, method, apparatus, and computer program product for determining a configuration of a converged infrastructure are disclosed. A method may include performing a scan of network addresses for components of the converged infrastructure. The method may further include capturing fingerprints of components discovered by the scan. The method may additionally include identifying the components discovered by the scan based at least in part on a comparison between each captured fingerprint and one or more known component fingerprints in a fingerprint library, which may include a set of known component fingerprints and associated component identities. The method may further include accessing at least one identified component. The method may also include determining a component configuration of each of at least one accessed component.

System, method, apparatus, and computer program product for determining a configuration of a converged infrastructure

Methods, systems, and computer readable mediums for generating instruction data to update components in a converged infrastructure system are disclosed. According to one example, a method includes identifying components in a converged infrastructure system that require remediation in order to comply with a defined converged infrastructure configuration and identifying remediation content to enable each of the identified components to be compliant with the defined converged infrastructure configuration. The method further includes determining a remediation process based on the identified remediation content associated with the components of the converged infrastructure system, wherein the determined remediation process includes an order of steps used to update the identified components in the converged infrastructure system. The method also includes generating instruction data indicating the determined remediation process to be applied to the identified components in the converged infrastructure system.

Methods, systems, and computer readable mediums for generating instruction data to update components in a converged infrastructure system

A customer support technique for an electronic system includes engaging in a video chat with a remote customer support device using a first camera of a computerized apparatus while simultaneously acquiring images of the electronic system using a second camera and sending the images to the customer support device. A user of the computerized apparatus can thus engage in a face-to-face video chat with a customer support agent operating the customer support device while the customer support agent simultaneously sees both images of the user and images of the electronic system or portion thereof to which the user is pointing the second camera. The disclosed technique thus provides a near-hands-on support experience from a remote customer support agent regardless of the customer support agent's physical location.

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Cary, NC, United States of America

Matthew Molner