National Support

Yesterday

YesterdayYesterdayYesterday

and Tomorrow

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

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

Remedy survey statistics

• “Service was very speedy and effective. Thanks!”

• “Extremely fast and solved the matter...super service!!! Bill”

• “Perfect service. As always. Thanks.”

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.”

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?

R.E.M. A unique support environment

Web-based help desk

• New look• Web-based interface• Reduces data entry time of local TO staff

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

Supporting the Oracle transition

• 7:30 am to 8:00 pm eastern time• Monday through Friday

Help desk statistics

• Call-center style phone system (ACD)• Remedy Web as well as toll free number• Requests increasing weekly

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

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

Standardization

• Server renaming– 275 out of 400+ servers

• Print server renaming– 1300 print queues

Standardization across national support (SANS)

Special Projects

• Centralized backup• Virtualization• CQI efforts to support Company’s Quality Policy• Asset disposal

“Everyday” projects

• Data backup and retrieval• Server consolidation• LAN infrastructure upgrades• Office moves, expansions

“Everyday” projects

• Office renovation activities• Company mergers• Phone and voicemail upgrades• KidsCLASS

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

Top Change Requests

Top Help Desk Requests

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!

Busiest hour of the day

Busiest month of the year

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

Closing

Thank you for your attention

Are there any questions?