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ESS DEPARTMENT NETWORK, DATA AND WORKFLOW ANALYSIS

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Presentation on theme: "ESS DEPARTMENT NETWORK, DATA AND WORKFLOW ANALYSIS"— Presentation transcript:

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

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, 2003 MCITP 2008 RED HAT CERTIFIED SYSTEM ADMINISTRATOR SUN CERTIFIED SYSTEM ADMINISTRATOR NOVELL CNE 3x, 4x, 5x, 6x AIX SYSTEM ADMINISTRATOR CISCO CCNA G7 EXPERT ECSA CITRIX PS4 ADMIN CDIA+ N+ SECURITY+ CVE VMWARE VCP CTT+ INDUSTRY CERTIFICATIONS

8 EXTENSIVE LAB OS RESOURCES
VMWARE VPSHERE 4 & 5 ESXi4 and ESXi5 SERVERS VMWARE 7 & 8 WORKSTATION ALL WINDOWS SERVER VERSIONS WINDOWS XP thru WINDOWS 7 REDHAT LINUX 5, 6 NETWARE 5 & 6.5 CITRIX PS4, PS5 HPUX 11 SOLARIS 10, 11 AIX 4.3.3 FEDORA 7, 9, 12, 13, 14 AS/400 SYSTEM i5 AS/400 V4R5 SUSE LINUX 11.3 UBUNTU 5.10, 11.3, 11.04 MAC OS 10.3x, 4x, 5x, 6x, 7x MAC OS 10.6x, 10.7x Server

9 PARTNERED SOLUTIONS DOCUBREEZE eCOPY EFI GRAPHICS ARTS PACKAGE KIP MICROPRESS OMNIPAGEPRO PAGESCOPE ENTERPRISE SUITE PRINTGROOVE RIGHTFAX UNITY Vcare CREATE!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 SERVERS POWEREDGE R410 SERVER SNAP SERVER IBM SYSTEM 5 SERVER SUN SUNFIRE V100 HP 9000 DELL MD1000 SAN (4) CISCO CATALYST 3550 CISCO CATALYST 3560 POE CISCO 1841 ROUTER AS400 e SERIES 150 AS400 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
Current flow Improvement Plan Field / Hotline Field / Contact Support Center Ticket Ticket PCR PCR Workflow Support Request SOW 1 ESS ESS / SEC R&I R&I PER R&I PCR PCR Workflow Support Request SOW 1+2 BT SSD BT CSHQ Integration Support Division

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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