Celebrating Success. When asked about the successful high points of the week the following information was shared from our great team members...

Transcription

1 Celebrating Success When asked about the successful high points of the week the following information was shared from our great team members... CCC shared... A bonus session was offered at the November 16, 2016 Technician meeting. The bonus session covered isupport Views created by Richard Kurtz, CCC Technician Support Analyst. CCC shared... Special Thanks to Richard Cruz for stepping in to assist with the VOIP Deployment at Cook Middle School. Richard spent November 16, 2016 with AT&T and assisted with locating areas in the building to increase the speed of the process. Paul Garrett (Dean MS), "You've Been Thanked"... "Thank you for all you (Paul Garrett) have done to make the Promethean roll out as painless (as possible) and for always being so nice to us." Posted by Ingrid Morassini, Customer Care Center Technician Support Analyst November 18, 2016

2 Creative Ways to Support Technician support comes in all sorts of ways!!! CCC Technician Support Analyst supporting five Skype chats simultaneously. Way to go team!! Posted by Ingrid Morassini, Customer Care Center Technician Support Analyst November 18, 2016

3 New Certification Course Offered #2455 GE 1872 USING LANDESK - CERTIFICATION LEVEL 2 This LANDESK certification course will cover higher level troubleshooting of LANDESK, remote control of computers through LANDESK Workspaces, and pushing software through LANDESK Workspaces. Following the main session, a certification test will be given. Your district provided Surface Pro tablet is required for training and certification test. Click here to access the Staff Development System through the Staff menu. Select Cypress-Fairbanks Professional Growth System (CFPGS). GE 1872 USING LANDESK - CERTIFICATION LEVEL December 6, :00 AM - 11:00 AM GE 1872 USING LANDESK - CERTIFICATION LEVEL December 6, :30 PM - 3:30 PM GE 1872 USING LANDESK - CERTIFICATION LEVEL December 8, :00 AM - 11:00 AM GE 1872 USING LANDESK - CERTIFICATION LEVEL December 8, :30 PM - 3:30 PM GE 1872 USING LANDESK - CERTIFICATION LEVEL December 13, :00 AM - 11:00 AM GE 1872 USING LANDESK - CERTIFICATION LEVEL December 13, :30 PM - 3:30 PM GE 1872 USING LANDESK - CERTIFICATION LEVEL December 15, :00 AM - 11:00 AM GE 1872 USING LANDESK - CERTIFICATION LEVEL December 15, :30 PM - 3:30 PM Posted by Jennifer Miller, Director of Technology Support Services Performance Excellence November 18, 2016

4 Supporting a New Team Member Our new technician Luis Velez learns the ropes CCC Technician Support Analyst Richard Kurtz and Technology Service Technician Luis Velez (Langham Creek HS) begin the journey of a lifetime on November 14, Richard Kurtz helped Luis Velez set up his , isupport, and get his network account active. Luis spent the day at ISC-W meeting the different people within the different groups of technology services and learning successful strategies of Cy-Fair technology. The rest of the week multiple technicians supported and helped Luis at his campus. Thank you to Luis Castro, Jair Garza, Julia Gibson, Richard Kurtz, Susan Pavliska, and Rock Valentine for supporting and assisting our newest team member. Posted by Ingrid Morassini, Customer Care Center Technician Support Analyst November 18, 2016

5 Voice of the Customer: Technician Meeting Review The Voice of the Customer: Technician meetings were held on Wednesday, November 16, Zones 3 and 4 met at 8:30am and Zones 1 and 2 met at 12:30pm. Groups met in small and large groups to maximize the time available for sharing. Small group discussions concluded the meetings. Customer Care Center Posted by Jennifer Miller, Director of Technology Support Services Performance Excellence November 18, 2016

6 Voice of the Customer: Technician Meeting Review Frankie Jackson First Things First Ray Young LightSpeed Support David Corona Promethean Support Cassie Reeder Promethean Support Scottie Stevens Technology Services Website Kim Bowlin Purchasing/Delivery Link Leonard Chance and Geoff Brown Inventory Update Michelle Campos SMART Website Austen Chang Certiport Customer Care Center Posted by Jennifer Miller, Director of Technology Support Services Performance Excellence November 18, 2016

7 Outstanding Service as Evidenced by Highest Survey Return Information is compiled weekly reviewing the number of Surveys with an Excellent Rating upon completion of service. Service Center Team Dencio Cabitac James O Reilly Middle School Campus Technicians Richard Cruz Rosemary Hernandez High School Campus Technicians Luis Velez Jacob Sanders Posted by Jennifer Miller, Director of Technology Support Services Performance Excellence November 18, 2016

8 Outstanding Service as Evidenced by Highest Rankings by Team on Service Request Count and Average Time to Close Information is compiled weekly reviewing the Technician rankings by team detailing the most closed service requests and the shortest average time to complete all service requests. Service Center Team Dencio Cabitac Demetria Hargrove Middle School Campus Technicians Patricia Fisher-Holmes Rosemary Hernandez High School Campus Technicians Edward Quintanilha Richard Zelenka Posted by Jennifer Miller, Director of Technology Support Services Performance Excellence November 18, 2016

9 Outstanding Service as Evidenced by Highest Rankings by Team on Instructional Service Request and Average Time to Close Information is compiled weekly reviewing the Technician rankings by team detailing the most closed service requests and the shortest average time to complete the instructionally categorized service requests. Service Center Team Dencio Cabitac Demetria Hargrove Middle School Campus Technicians Richard Cruz Gloria Hawthorne High School Campus Technicians Edward Quintanilha Richard Zelenka Posted by Jennifer Miller, Director of Technology Support Services Performance Excellence November 18, 2016

10 Outstanding Service as Evidenced by Overall Highest Rankings by Team Information is compiled weekly reviewing the Technician ratings of the number of Surveys with an Excellent Rating and highest ratings of All Closed Service requests and Instructionally categorized service requests. Service Center Team Dencio Cabitac Demetria Hargrove Middle School Campus Technicians Richard Cruz Rosemary Hernandez High School Campus Technicians Edward Quintanilha Richard Zelenka Posted by Jennifer Miller, Director of Technology Support Services Performance Excellence November 18, 2016