...itself in its flexibility and ability to adapt, UCB saw sectors such as Pharma’s sales growing by 20% with a profit margin of 28% adopting the philosophy of taking ‘speed of action’ when it came to developing new information systems across the entire organisation. The company was known for its practicality as it looked for ‘quick wins and identifiable value in everything that it did.’ 1. Use the case study to identify one example, either of a business process or of a decision making area that is supported by IT /IS within UCB. Describe your example (along with a technical diagram or specification) and evaluate the benefits and issues/disadvantages of IT/IS support for this example. Figure1 Figure1 DECISION MAKING PROCESS: HELP DESK SUPPORT Intelligence | -Limited languages system-Basic...
Words: 3188 - Pages: 13
...Project Plan a. Brief Overview of Company i. Describe the Business Atlas Financial is a world leader in execution and clearing services for exchange-traded, over-the-counter derivative products, non-derivative foreign exchange, equities, and fixed-income products. Atlas Financial offers customized solutions in the Forex and derivatives markets to a wide range of clients, including: financial institutions, corporations, hedge funds, asset managers, professional traders, and private/retail clients. Atlas Financial operates in 14 countries on more than 70 exchanges, providing access to the largest financial markets in the world. Atlas Financial is the leader by volume on many of these markets by delivering access across multiple markets and geographic regions, along with a breadth of product offerings and extensive product knowledge. Atlas Financial focuses on helping clients define and execute their trading and hedging strategies and capitalize on market opportunities. ii. Organization Atlas Financial is your typical hierarchical organization in that it has a chief executive officer, other executive officers, a board of directors, and other managers down the line. iii. Revenues Atlas Financial reported $2.9 billion in total gross revenue for the 2009 calendar year. iv. Expenses In 2009, Atlas Financial reported total expenses of $1.26 billion...
Words: 2215 - Pages: 9
...building a team for any purpose a leader would prefer a team to be willing and able. Diversity in knowledge is a valuable asset in a team member, but adding diversity in perspective can multiply a team’s ability to understand, collaborate, and overcome obstacles. Diversity is a major influence in the design of training for employees using new technology. “Dissent is to be encouraged because it encourages workers to think for themselves” (Engleberg & Wynn, 2010, p. 51). For example, even though techies may believe the non-technical staff does not have enough of the technical information the non-technical staff thinks techies do not have the interpersonal skills. “James Surowiecki, author of The Wisdom of Crowds, explains that member diversity helps groups make better decisions because it adds perspectives that would otherwise be absent” (Engleberg & Wynn, 2010, p. 78). With each type of personnel from different areas collaboration can reach an optimal level. Training Whether...
Words: 1374 - Pages: 6
...Personnel in Technology Amy Mullen TEC 401 July 16, 2012 Clyde Roberts Personnel in Technology Technology support teams are on the rise with new and improved technological advances are emerging. Effective technology support teams reflect knowledge, experience, and strong communication skills. Technology plays a major role in organization operations in today’s society compared to decades prior. The key to success in using the many forms of technology available is to train users about the technology and the operation of the devices. In this paper, I discuss the training and implementation programs in using technology, performance support and Help Desk technologies, and the relationships between coworkers as well as between support teams and customers. Training Training is the foundation of organizational success. Organizations and their employees should have knowledge of the technologies used in the workplace and understand the enhancement technological tools bring to the workplace. Unfortunately, end-user information systems (EUIS) training is not a top priority in a time it is necessary with the growing technological advances (Regan & O’Connor). Training, in essence, defined as a learning experience with a beginning and end differs from support as support implies an ongoing learning experience. Specified by Regan and O’Conner (2002), the...
Words: 1053 - Pages: 5
...Family Doctor’s PLLC Security and Maintenance Plan Overview Central Arkansas Family Doctor’s IT personnel will be trained for the management, planning, quality testing, so that future renovation and implementation of new hardware, software, network updates , network security methods, and practices to sustain a strong, compatible, and reliable network communication between all three of the medical facilities. Cost Regulatory cost for planning, installing, and designing , including employee training can be found within the Cost analysis and Training Plan. Security Central Arkansas Family Doctors Clinic will be responsible for securing the Central office, and management of security. Standard Operation/Business practices Backup of files and database storage will take place at the central office every 24 hours. The system will automatically reboot and backup files at 3am every morning. Configuration management, problem report management, customer support, lifecycle testing, risk identification, data sharing and risk mitigation will be will be handled by CAFD IT personnel, and network management. Roles and Responsibilities IT management at the Little Rock Central Office will be responsible for network maintenance, Security updates, help desk support, documentation training and security operations. CAFD clinic will rely on experienced network engineers, current and future IT staff as well as contract employee’s and interns. Office managers will be responsible...
Words: 370 - Pages: 2
...self- motivation and computer skills and aid in future growth in a team environment. Summary of Qualifications: Over seventeen years of call center experience from entry level customer service to Operations Management. I have over six years of Operations Management, five years of Technical Support, four years of Direct Sales, and 3 years of Helpdesk experience. Extensive troubleshooting and issue resolution experience. Able to multi task and fully trained in one call resolution. I am flexible and can work any shift. I am also very dependable and hard working. Education: Ashford University – Bachelor of Arts Degree - Business Information Systems (Dec. 2013) Skills: Siebel ~ AS400/Rumba ~ AAM/AMDOCS ~ Provisioning Software ~ Help desk Support ~ Technical Support Tier I & II ~ VOIP ~ Strong Internet Experience ~ IEX Total View ~ Facilitating ~ CDMA/IDEN ~ Ensemble ~ Genesys ~ Crystal Reports ~ BISON ~ DEC/DEC Interface ~ NOC/NOC Interface ~ Call Wise ~ Call Routing Software ~ Witness ~ BOSS ~ Bedrock ATP/BAT ~ Internet Browsers ~ Order Pro ~ Mosaix ~ Spy View ~ Meridian Max ~ Radio Express ~ 10-Key ~ Type 65 wpm ~ Cisco Router Equipment ~ CSTK ~ CTMS ~ Net I ~ HPG ~ TCS ~ Windows NT-95/98/2000/XP/7 ~ Access 97 ~ Microsoft Office Suite ~ Lotus Notes ~ Radio Express/Paging Software ~ General Ledger ~ ProComm Plus ~ CCSI Predictive Dialer ~ Vantive32 ~ Motorola Product Suite ~ Flex PC Partner ~ Remote Management Advanced Edition ~ Direct Talk/Node Manager and Telephony Configuration...
Words: 1123 - Pages: 5
...HUNTINGDON COUNTY COMMISSIONERS REQUEST FOR PROPOSAL INFORMATION TECHNOLOGY SUPPORT SERVICES Proposals will be received by the County of Huntingdon for Information Technology Support Services. Interested vendors should submit one original and 6 copies of their proposal response documentation in an envelope marked as follows: IT SUPPORT SERVICES Please submit bids to: Michelle Cerett, Chief Clerk Huntingdon County 223 Penn Street Huntingdon, PA 16652 Formal proposals must be received by Monday August 2nd, 2010 at 4:00 PM. Bids will be opened and read on August 3, 2010 at 10:00 AM. A pre-bid conference will be held on July 21, 2010 at 10:00 AM in the Commissioners meeting room. Anyone wishing to submit a proposal is requested to attend. Vendors are required to provide as much detail as possible in this proposal, regarding scope of services, approach to protecting and securing the technology used by County users, and their capability and experience. The County will utilize evaluation and selection criteria, based on the County’s standard proposal process, to determine an acceptable vendor. The County reserves the right to reject any or all proposals or to accept any proposal considered most advantageous. Copies of the Request for Proposal are available electronically at www.huntingdoncounty.net. Proposals will be public information after bids are opened. Please direct all inquiries to Michelle Cerett at 814-643-3091 or mcerett@huntingdoncounty...
Words: 2407 - Pages: 10
...customers are unsatisfied with a service call - and they can react accordingly." says Anthony Lacopo, President and CEO for Utopia Image who believes that real-time service is of great value to the merchants. "Great service providers increase loyalty by constantly measuring service quality and adapting their customer assistance service in real time, which is drastically different than counting the number of tickets closed or resolved. Don't confuse customer satisfaction with customer service." The five strategies that I feel are most important to having an effective helpdesk and which will afford user with the most desirable technical support are the areas which I will discuss in more detail below. The first area is to train & empower help desk agents. “Complacency is the biggest challenge we face today,” says Technical Support Manager Drew L. Jaehnig of the Defense Information Systems Agency (www.disa.mil). “Education and an infusion of enthusiasm for change are the best ways to overcome that challenge. Make training a priority and be sure that the team understands the importance of their role.” (http://www.processor.com/editorial/article.asp?) Training is of paramount importance. Training may seem costly, but your return on investment with higher-skilled individuals leads to higher morale, faster incident resolution, and a significant reduction in the amount of billable hours. The single most cost-effective improvement in an...
Words: 1020 - Pages: 5
...situations such as the dot com crash and 9/11 but the company was never really the same since (staff cuts and cost awareness). In addition, the enterprise has experienced problems with their information technology infrastructure and help desk services. The company, which specializes in commodity trading in East and North America, These issues have stemmed from IT employees lacking motivation to complete their tasks, resulting in quality and cost issues. The case revolves around J-Trading’s decision to outsource its infrastructure and help desk functions, from problems and challenges in the selection process, alignment issues, and overall governance. Outsourcing in this form is a common occurrence and companies are realizing that in order to focus on their core operations they must outsource. Moreover, IT services are usually outsourced when functions are difficult to manage or out of control. Something that was very evident in this case. Other reasons include scarcity of resources and reducing overall risk. The case gave us a good look of how outsourcing, as much as it may be a good idea, comes with it’s fair share of challenges and requires the utmost control from top management. 2 Problems and Challenges 2.1 Quality of in-house PC help desk service was poor Despite being extremely qualified, members of the PC helpdesk team saw...
Words: 1403 - Pages: 6
...Academy Carpets now desperately needs a new system integrated, some salesmen are still using a pen and pad to track sales and request their orders, as a result of this their orders are constantly getting misconstrued up due to the lack of organization. The goal is to get the entire organization on an integrated computer system and provide the staff with a user friendly system that will give them the organization and performance that is needed for the company to continue to grow. Academy Carpets hopes by achieving this goal, not only will the salesmen have a less complicated workplace but Academy Carpets will have the ability to place, track and send orders via the computer and have an up to date warehouse inventory. This new process with also help the warehouse employees receive and fulfill orders more quickly and with better precision. Currently there is a slow, out of date computer software system that really needs updating. Academy Carpets is having troubles with their system sending the right invoices to the correct destinations,...
Words: 3523 - Pages: 15
...Maintain audio/visual equipment, support video teleconference room operation and equipment • Distribute, install, maintain, manage and provide guidance on all networked and standalone PC software on campus Karl G. Fronda Help Desk/PRC Analyst Volt Management Corp 9/2007 – 2/2009 • Serve as primary point of contact to reporting problems with network resources and access administration to any of the company’s Primary Active Directory Domains, but not limited to the administration of desktop software/hardware, server shares, Microsoft Exchange administration • Responsible for ensuring that all incidents escalated are responded, resolved and followed-up upon within the performance parameters established by Pfizer management. The PRC analyst uses a variety of both industry standard and company specific business software applications/utilities to respond and resolve client problems. PRC analyst is also responsible for certain software pushes and application support • Technical proficiency with Windows Active Directory, NT 4.0, Exchange 5.5 and Exchange 2000/2003. MS 2000/XP Operating Systems, MS Office, Internet Explorer, remote access, Active Directory, and a clear understanding of domain resource rights including File and print share security Help Desk/PRC Analyst Volt...
Words: 689 - Pages: 3
...Service Request SR-kf-013 Finalized Michelle Coll, Stephen Gundrum, Christoper A Kane Brink, Sabrina Ruiz, Devan Winget BSA/375 March 31, 2014 Ramana Metlapalli Service Request SR-kf-013 Finalized Kudler Fine Foods Kudler Fine Foods (KFF) is looking to develop a system to track customer purchases in order to identify purchasing behavior patterns. They hope to use the information gathered to refine the company's processes and offerings to best satisfy the needs of their valued customers. Management has decided to approach this initiative is through the implementation of a frequent shopper program. Traditional programs of this sort would not begin to satisfy the sophisticated senses of Kudler's elite customer base; as a result, a decision has been made to partner with a loyalty points program that will provide rewards points to customers that can be redeemed for high-end gifts and upgrades. System Requirements Gathering During the initial stage of development, it is imperative to gather enough information to be able to accurately describe the system requirements. The first step is to determine the scope of the project based upon the objective outlined in the request. The next step would be to identify those that have a vested interest in the proposed new system. Once this information is known the project can be divided into modules and tasks can be assigned. Scope The deliverable for this project is to create a business/systems requirement document for the development...
Words: 4906 - Pages: 20
...I think it is important for HR to be a strategic partner to the business for many reasons. The first would be the fact that HR is suppose to have its best interests in the organization they are supporting so in order to maxamize how much the company succeeds the HR department should stratagize and work together with the company to have goals set and to make sure they are both on the same page. HR should be viewed as an organziation’s asset that if used correctly could not only help keep the company and their employees focused on their goals but also be a key player in the company’s success. If they work together they can create adequate programs while also being an asset in the design and development process of that organization. Alone a company or organization can only go so far but with the help and proper implementation of an HR department they can achieve more than they could have imagined. The HR department when used correctly can help with things like expansion of the business , the implementation of new products or services and even new technologies or applications. What benefits do you think the employees derive from this arrangement? 2. There are many benefits that the employees derive from this arrangement. First and foremost they could gain training and development being implemented. This gives the employees a chance to not only excel in their current position but if set up correctly could give the company’s employees the ability to move up within the company. This...
Words: 642 - Pages: 3
...Chapter 2 REVIEW OF RELATED LITERATURE AND STUDIES Now a days, technologies become usually a part of our daily life. Research has become increasingly important for the field of business today. Company or Institution must base their statements on verified facts. In addition one might be able to absorb and learned this research study. The literature and studies cited in this chapter tackle the prospects of Company and Institution, as well as the process of Computer monitoring system. FOREIGN LITERATURE AND STUDIES There has been a significant amount of previous work done in the monitoring of computer hardware device. In particular, Mohammed EL Shobaki conduct a study, “On-chip Monitoring for Non-Intrusive Hardware/Software Observability” bears the most similarity to this work. In this thesis work the authors propose a solution to the problem where the monitoring and troubleshooting of computer hardware device become important part in maintaining observability of the computer system. He stated that today’s computer-based products are complex and require extensive efforts to design and test. They are complex because they comprise many components, complex software and hardware, and features a lot of functionality. This is a trend which is clearly seen in the consumer electronics market, and in state-of-the-art industrial systems. The development of these products tends to be as challenging as it is increasingly time consuming, expensive, and error-prone. Therefore, the developers...
Words: 1551 - Pages: 7
...IT Infrastructure Support Services Proposed to: Regional Office, Sarva UP Gramin Bank, Badaun Proposed by: Rapidtech IT Services Pvt Ltd. Non-Disclosure Agreement The information contained in this document is proprietary to Rapidtech IT Services Pvt Ltd. The evaluation Committee shall not reproduce or make the information in this document available in any manner to persons outside the Committee. These services are provided by Rapidtech IT Services Pvt Ltd . |Release Date |March 09, 2015 | |Version Number |2.0 | |Submitted By |Rapidtech IT Services Pvt Ltd, Noida | |Submitted to |RO- SUPGB Badaun | Seller Restrictions This data shall not be disclosed and shall not be duplicated, used, or disclosed in whole or in part for any purpose. If a contract is awarded to Rapidtech IT Services Pvt Ltd as a result of or in connection with the submission of this data, the client or prospective client shall have the right to duplicate, use, or disclose this data to the extent provided in the contract. This restriction does not limit the client’s or prospective client’s right to use the information...
Words: 3298 - Pages: 14
