...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...
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...Active Secret Security Clearance Vacancy Announcement # Position Title: Help Desk Support/Analyst Core Competencies Communications, computer system theory, Cultural Advising, Cyber security, Network+ Cisco,CCNA, Linux, COMP TIA Network+ ,Help Desk Analyst, Hardware software support , IT Help Desk DOD level Interpretation, information security , foreign language tutoring, Media analyst, Foreign Relations, Government, Military, Defense, Security, Counter-Terrorism, Intelligence, Special Operations, proficient Arabic and Kurdish Employment History August 2009 to Present Texas National Guard/Army (Subject matter expert /Communication specialist), E-5 • Maintain radio and data distribution systems. • Perform signal support functions and technical assistance for computer systems. • Provide technical assistance and training for local area networks. • Maintenance for equipment, terminal devices, assigned vehicles and power generators. • Providing quality translation/interpretation Texas National Guard as needed. . February 2012 to March 2013 Time warner San Antonio, Tx area Help Desk Support • Perform setup and configuration of desktop/laptop/server equipment. • Troubleshoot virus and software issues. • Manage installs, moves, adds and changes of desktop/laptop/server hardware, software & cabling Troubleshoot, resolve, and document end user help requests for server, desktop, laptop, and • Installation of outlets, pulling...
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...------------------------------------------------- BUSINESS INFORMATION SYSTEMS UCB: Managing Information for Globalization and Innovation ------------------------------------------------- BUSINESS INFORMATION SYSTEMS UCB: Managing Information for Globalization and Innovation BML 106 STUDENT NUMBER: 1108282 BML 106 STUDENT NUMBER: 1108282 CONTENTS Page 2: Company Background Page 3: Question 1 Page 4: Question 1 Page 5: Question 1& 2 Page 6: Question 2 Page 7: Question 2 & 3 Page 8: Question 3 & 4 Page 9: Question 4 Page 10: Question 4 Page 11: References & Bibliography BACKGROUND OF UCB Formally as Union Chimique Belge when it began in 1928, UCB was one of the largest concerns in Belgium. Being associated with one of the oldest chemical factories in Belgium, UCB had grown by acquisition of other companies. The organisation was split into three different sectors; Chemicals, Films and Pharma with Pharma being the biggest market as they moved into two therapeutic fields; allergy and neurology. Priding 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...
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...next step of my database is user calling the help desk. Then it is the help desks assistant’s decision weather he answers the call or not. If he is busy dealing with other users then he will transfer the call to the answering machine. After he transfers the call to the answering machine he will listen to the user problem when ever he will get free and will return the call with advice in order to help user to solve his problem. But if he decides to answer the phone call his next step will be to get details of user then open record. After the help desk assistant opens the record he will than enter the details of user such as; Name, Work Station Number and the last but not the least the user problem. Date and the time may be entered automatically so the problem can be recorded in the system. The next step after the assistant gets the user problem is to know that is the problem on going. And then to know weather is this end user problem or not. The next step after the help desk assistant knows that if it is the end user problem. Than he will escalate and recommend training in order to solve the user problem. If the database tells that it is not the user problem than the assistant will give as much advice as he can in order to solve the user problem himself. The next step for assistant is to know weather his advice has solved the problem or not. If the advice has solved the problem than the help desk assistant will save the record safely and the...
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...Implementation of Packaged Software for Complaint Registration System Submitted by Arun Kabra Roll No: 11BM60046 Vinod Gupta School of Management IIT Kharagpur Problem statement: The main focus of any business is its customers. Any business issue raised by the customer needs to be addressed and resolved with the top most priority. The customer should be able to raise issues comfortably on the site. With this focus at hand the CEO of an online DVD rental organization wants to implement a complaint management system which can be used by both existing customers and new customers who would register on site before raising a ticket. These complaints needs to be created for different departments or business units and would be resolved by dedicated staff from each department. The staff should be able to create, update, track and close an issue based on privilege level granted. All the registered customers should be able to see announcements and messages regarding changes after they login to helpdesk. Along with these provide FAQ to generally asked question by customers so that they can refer to common issues and their resolution before raising a ticket. Evaluation of Software options: Following 3 software were considered for the above mentioned business problem 1) Exo PHP Desk 2) osTicket 3) Trellis Desk Features | ExoPHP Desk | osTicket | Tresllis desk | Web Hosting | | | | DB | MySQL | MySQL | Propriety | SSL security configuration | |...
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...WRITE UP July 14, 2012 Executive Summary Pagoda.com, an internet service provider, needs to make a decision as to whether or not the company should outsource its online help desk service to a firm in New Delhi, India. Pagoda.com caters to individual consumers and small businesses who require a high level of service and are willing to pay a premium for it. Pagoda.com offers state-of-the-art email applications and web building software, as well as plenty of storage space and fast access via its high-speed servers. Pagoda's customers are more concerned with the high quality service that they receive than they are with the costs associated with it. Their customers would more than likely discontinue their service with Pagoda as soon as it is observed not to be up to the quality of standard which they expect. Pagoda has several alternatives to choose from which include implementing the new service without notifying their customers and hoping for a seamless transition, offering their customers the choice to try the new firm and running both services concurrently, to choosing not to do anything and continue to run the online help desk service in-house. In conclusion, Pagoda.com has a lot to consider while trying to make the decision as to whether or not they should outsource their online help desk services to the firm in New Delhi, India. Due to the nature of their business success being highly contingent upon the level of customer satisfaction and retention rates, Pagoda...
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...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 purpose of training is to ensure the “right users [are] learning the right skills in the right way for the right tasks in the right priority order” (p. 210). Training development requires fundamental considerations in organizational analysis, task analysis, individual analysis, and needs analysis tools. To confirm the effectiveness of training in information systems (IS) as it applies to the...
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...Building an IT help desk that can actually help!. Running a successful and efficient help desk can be a matter of thinking outside the box and taking advantage of initiatives elsewhere in your firm, said Greg Davis, information technology director and principal at Salina, Kan.-based CPA and business advisory firm Kennedy and Coe. Running such a desk, however, requires forethought, especially in hiring the right people, standardization of procedures, clarifying objectives and measurement systems, understanding clients, and securing the support of a firm's management, Davis said. Davis delivered his remarks to session attendees at the recent Tech 2006: The AICPA Information Technology Conference, held here. Davis led a session titled "Best Practices for a Corporate Help Desk." Responding to such audience suggestions as paying attention to security and trends, an over-reliance on a help desk to provide staff training that should be coming from elsewhere, and better matching of caller sophistication to help desk personnel, Davis noted that a good help desk can increase the productivity of clients, improve overall revenue and profits, and produce more knowledgeable clients, among other benefits. * Hiring: Davis said that firms must determine exactly how many staffers they need on their help desk, considering as well the need for a desk manager, front-line staff to gather information and log calls, and the location of the help desk. He recommended one location - as close...
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...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. Of that $1.26 billion, $1.23 million was spent on communication and technology. These expenses were incurred to purchase, lease, use and maintain the technology-related hardware, software and communication systems used to operate the business. They also include expenses incurred to make network and data connections to market platforms, clients or other clearing agents, fees paid for...
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...From: System Administrator To: Manager Per your request for a logical system to put into place for your support issues, Listed below are my Recommendations’. Manager Escalation Process for Service Desk Tickets and Incidents Manager Escalation Process Definition This process provides supervisors and managers (or VP/Dean-designated point person) the means for requesting urgent responses (beyond the planned SLA) to specific, previously-submitted Service Desk tickets. 1. Supervisor/manager (or VP/Dean-designated point person) submits a ticket in the Service Desk ticketing system. 2. This is outside of the automated SLA-defined escalation process (in planning stage). Assumptions 1. The user and the user's supervisor/manager have reviewed and understand the planned SLA-defined response times before initiating an escalation request. 2. The user and the user's supervisor/manager will not abuse the escalation process by inflating routine requests or inappropriately classifying them as urgent. Process flow with built-in (SLA-driven) escalation 1. User submits a Service Desk ticket via email, web, chat or voicemail. A ticket is assigned to a team or agent for response/resolution. 2. The Service Desk system automatically escalates the ticket if it is not responded to within two days. 3. Notices of escalations are sent to the respective ITS manager for follow-up. Process flow with supervisor/manager initiated escalation Process begins as outlined above (Steps 1...
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...and progressive company where I can utilize 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...
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...Internal Forces and Trends Strengths Weaknesses Opportunities Threats Trends Strategy Providing reliable, low cost and fuel efficient automobiles that comply with health and safety environmental regulations Limited flexibility in processes Improvement in process’s are easily identified Strategies similar to competitors, need to identify Staying abreast of current technology trends Structures Stationary and mobile services Mobile units don’t possess many capabilities to serve Acquire space in optimal location Need more than one service location for customers Small Offices, (no big offices) backup operating locations Processes and Systems Value, quality and competitive pricing Data reliability New ideas to service client Drastic changes in process could deter major clients Cloud computing and Process improvement Resources List of local area business to target Small start-up budget Acquire better supplies Supplies may be limited due to many competitors Subject matter experts stay abreast of current resources needed Goals Attainable goals based on industry Fast growing threats and vulnerabilities To expand beyond initial goals as business grows Competitors may want to feed off of success Set short term goals to leave room for change in strategy Strategic Capabilities Service differentiation advantages Reputation not developed Acquire more satellite offices Corporations may be downsizing, creating less of a need for services Be prepared for more market demand Culture...
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...A profitable $200 million company with 100-plus stores on both sides of the Tasman, clothing retailer Hallenstein Glasson knows more than most about what it takes to prosper in the pressure cooker business of retailing. IT and retailing is a potentially volatile mix. Multiple retail outlets require point of sale (POS) systems that can handle customer peaks and troughs and an army of system users. There is significant potential for both operator error and systems downtime. The company had rolled out a new POS system to its network of stores, but wanted to centralise support and ‘cookie cut’ IT. If each store could use identical systems then support and maintenance would be simpler and largely troublefree. Graeme Popplewell, finance director, Hallenstein Glasson Holdings, says his interest in outsourcing the management and support of the group’s trans-Tasman POS and back office systems was its criticality to business and the knowledge and resources a specialist provider could bring to the job. “Outsourcing is really horses for courses. If were to handle our own helpdesk that’s a seven days a week affair and you really have to be able to over-staff to manage it correctly. The job was ideally suited to someone with a depth of IT resource,” he says. Paramount was speed of issue resolution. He didn’t want his stores exposed when things went wrong. Rather than relying on the availability of key staff and ongoing staff training, Popplewell wanted to identically...
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...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...
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...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 for reporting power outages, theft, willful obstruction, and any damage related with networking equipment. Business Owner Management Every employee, customer, and stakeholder will be informed about maintenance and security via email. The network administrators plan for backups, and maintenance keep the...
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