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ESS DEPARTMENT NETWORK, DATA AND WORKFLOW ANALYSIS PRODUCT IMPROVEMENT AND SUPPORT DIRECT ACCESS TO JAPAN R&D RELATIONSHIP MANAGEMENT WITH OEM PARTNERS.

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Presentation on theme: "ESS DEPARTMENT NETWORK, DATA AND WORKFLOW ANALYSIS PRODUCT IMPROVEMENT AND SUPPORT DIRECT ACCESS TO JAPAN R&D RELATIONSHIP MANAGEMENT WITH OEM PARTNERS."— Presentation transcript:

1 ESS DEPARTMENT NETWORK, DATA AND WORKFLOW ANALYSIS PRODUCT IMPROVEMENT AND SUPPORT DIRECT ACCESS TO JAPAN R&D RELATIONSHIP MANAGEMENT WITH OEM PARTNERS RUSSELL ANSELMO, DIRECTOR PRODUCT AND SYSTEMS SUPPORT SOLUTIONS AND SUPPORT DIVISION (SSD)

2 ESS SUPPORT INITIATIVES Continue improving Solution Support Continue improving Service Profitability Coordinate Creation and Implementation of technical bulletins New product launch support Continue to Improve new product service launches Develop and Implement FOC programs Improve Troubleshooting Guide Materials Products Quality and Reliability improvement Major account business support Continue improving Problem resolution time by reducing the escalation time for all escalation types Work with Parent Company to make our products better and enhance overall performance. Manage workflow discovery and product change requests

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5 ESS ESCALATION PROCESS

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7 INDUSTRY CERTIFICATIONS MCSE NT4, 2000, 2003MCITP 2008 RED HAT CERTIFIED SYSTEM ADMINISTRATOR SUN CERTIFIED SYSTEM ADMINISTRATOR NOVELL CNE 3x, 4x, 5x, 6xAIX SYSTEM ADMINISTRATOR CISCO CCNAG7 EXPERT ECSACITRIX PS4 ADMIN CDIA+N+ SECURITY+CVE VMWARE VCPCTT+

8 EXTENSIVE LAB OS RESOURCES VMWARE VPSHERE 4 & 5ESXi4 and ESXi5 SERVERS VMWARE 7 & 8 WORKSTATIONALL WINDOWS SERVER VERSIONS WINDOWS XP thru WINDOWS 7REDHAT LINUX 5, 6 NETWARE 5 & 6.5CITRIX PS4, PS5 HPUX 11SOLARIS 10, 11 AIX 4.3.3FEDORA 7, 9, 12, 13, 14 AS/400 SYSTEM i5AS/400 V4R5 SUSE LINUX 11.3UBUNTU 5.10, 11.3, MAC OS 10.3x, 4x, 5x, 6x, 7xMAC OS 10.6x, 10.7x Server

9 PARTNERED SOLUTIONS DOCUBREEZEeCOPY EFI GRAPHICS ARTS PACKAGEKIP MICROPRESSOMNIPAGEPRO PAGESCOPE ENTERPRISE SUITEPRINTGROOVE RIGHTFAXUNITY VcareCREATE!PRINT YSOFT SAFEQ Note: See bulletin 6255 for complete list of supported solutions.

10 Server/Switch Room

11 TEST LAB HARDWARE RESOURCES (5) DELL POWEREDGE 2950 SERVERSPOWEREDGE R410 SERVER SNAP SERVERIBM SYSTEM 5 SERVER SUN SUNFIRE V100HP 9000 DELL MD1000 SAN(4) CISCO CATALYST 3550 CISCO CATALYST 3560 POECISCO 1841 ROUTER AS400 e SERIES 150AS400 i SERIES 810 (4) DELL OPTIPLEX 980(2) DELL OPTIPLEX 760 (2) DELL PRECISION 760(3) APPLE iMACS APPLE POWERMAC G5

12 ESCALATION IMPROVEMENT PLAN R&I PCR PERR&I PCRWorkflow Support Request BT SSD BT CSHQ Integration Support Division ESS / SEC Field / Contact Support Center Ticket PCR SOW 1 Ticket Workflow Support Request SOW 1+2 Current flowImprovement Plan Field / Hotline ESS

13 ESCALATION IMPROVEMENT PLAN Customer requests--ESS will ask the field to provide: –Workflow Support Request instead of PCR Field needs to understand and accurately report the customers workflow to HQ HQ will consider the solutions based on the customers workflow Major Accounts--ESS will manage: –SOW to confirm the request and deliverables ESS will confirm the workflow and outline solution in SOW –ESS will create the draft version for the field –ESS will send it to BT after confirmation from the field –R & D will provide the support and delivery plan –Account Status ESS will manage and share the status with the field –At first, it will be managed manually –In the future, it should be managed via a escalation system database

14 THANK YOU


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