national support presentation final
DESCRIPTION
Overview of the National Support organization- Resources, processes, & technologyTRANSCRIPT
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National Support
Yesterday
YesterdayYesterdayYesterday
and Tomorrow
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Why did the chicken cross the road?
“Why does anyone cross a road? I mean, why doesn't anyone ever think to ask, What the heck was this chicken doing walking around all over the place, anyway?“
-- Jerry Seinfeld
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Book-smarts complements experience
• 20 MCDST (Microsoft Desktop Support)• 8 MCSA (Microsoft Systems Administrator)• 1 MCSE (Microsoft Systems Engineer)• 2 Project+ (CompTIA Project Management)• 1 Network+ (CompTIA Network Analysis)
73% of National Support
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Remedy survey statistics
• “Service was very speedy and effective. Thanks!”
• “Extremely fast and solved the matter...super service!!! Bill”
• “Perfect service. As always. Thanks.”
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Remedy survey statistics
• “Thanks for the quick solution!!”• “I got pointed to the needed
information, thanks.”• “You did a great job working on
my computer without affecting my schedule. Thank you.”
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Interactive Survey question
1. PBS&J University
2. Oracle Transition team
3. REM (Risk & Emergency Management)
4. Executive Management
5. None of the above
Which national support client represents the most unique set of support requirements?
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R.E.M. A unique support environment
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Web-based help desk
• New look• Web-based interface• Reduces data entry time of local TO staff
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Supporting the Oracle transition
• Built/rebuilt 160 computers• Upgraded 845 computer memory banks• Aided the Oracle training classes
– Setup/breakdown/ship 130 notebook computers– Almost 100 total sessions– 14 cities– 2 months
Minimum hardware spec: 1GHz CPU and
1 GB RAM
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Supporting the Oracle transition
• 7:30 am to 8:00 pm eastern time• Monday through Friday
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Help desk statistics
• Call-center style phone system (ACD)• Remedy Web as well as toll free number• Requests increasing weekly
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Why did the chicken cross the road?
1. To get to the other side
2. If he was smart, to stay in the middle of the road
3. Did the chicken cross the road or did the road move beneath the chicken?
4. Show us the answer on your next slide, Doug
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Why did the chicken cross the road?
The problem we have here is that this chicken won't realize that he must first deal with the problem on 'THIS' side of the road before it goes after the problem on the 'OTHER SIDE' of the road. What we need to do is help him realize how stupid he's acting by not taking on his 'CURRENT' problems before adding 'NEW' problems.
--- Dr. Phil
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Standardization
• Server renaming– 275 out of 400+ servers
• Print server renaming– 1300 print queues
Standardization across national support (SANS)
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Special Projects
• Centralized backup• Virtualization• CQI efforts to support Company’s Quality Policy• Asset disposal
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“Everyday” projects
• Data backup and retrieval• Server consolidation• LAN infrastructure upgrades• Office moves, expansions
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“Everyday” projects
• Office renovation activities• Company mergers• Phone and voicemail upgrades• KidsCLASS
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Why did the chicken cross the road?
Did the chicken cross the road?
Did he cross it with a toad?
Yes! The chicken crossed the road,
but why it crossed, I've not been told!
-- Dr. Seuss
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Top Change Requests
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Top Help Desk Requests
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What is the busiest hour of the day?
09:00 am
10:00 am
02:00 pm
04:00 pm
We’re
always b
usy, D
oug!
20% 20% 20%20%20%1. 09:00 am
2. 10:00 am
3. 02:00 pm
4. 04:00 pm
5. We’re always busy, Doug!
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Busiest hour of the day
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Busiest month of the year
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Why did the chicken cross the road?
Isn't that interesting? In a few moments, we will be listening to the chicken tell, for the first time, the heart warming story of how it experienced a serious case of molting, and went on to accomplish its life long dream of crossing the road.
--- Barbara Walters
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Closing
Thank you for your attention
Are there any questions?