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The Hidden Value of Desktop Support Technicians Nenita Rozzi, Marsh & McLennan Cos.

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The Hidden Value of Desktop Support Technicians Nenita Rozzi, Marsh & McLennan Cos. Quick facts about me. San Francisco Native Bachelors in Computers & Info Systems 20+ years of IT Experience Currently Desktop Support Manager for Marsh & McLennan Companies - PowerPoint PPT Presentation
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  • The Hidden Value of Desktop Support Technicians

    Nenita Rozzi, Marsh & McLennan Cos.

    *www.themeart.com

    Quick facts about meSan Francisco Native

    Bachelors in Computers & Info Systems

    20+ years of IT Experience

    Currently Desktop Support Manager for Marsh & McLennan Companies

    My favorite way to release stress is to. . . kick some butt!

    *www.themeart.com

    Topic BackgroundBlended team

    Diverse IT backgrounds

    Average # of years with the company = 14

    Weve seen it all & weve developed a great synergy. We actually enjoy working together!

    When you enjoy what you do, work becomes play.- Martin Yan

    *www.themeart.com

    Why not just Desktop Support?2006 Who rocked our world?

    Had to re-invent the teamRoles & responsibilities changed

    Needed to keep them motivated

    Provide career satisfaction

    Why not just Desktop Support? Because were much more than just that.

    *www.themeart.com

    What we can bring to the partyBroadview troubleshootingApply all we know to resolve problems

    Knowledge of the environmentWe know the people we support & the environment we live in.

    Legacy knowledgeWeve come a long way & dont forget much

    *www.themeart.com

    What Else Can We Bring?Quick recognition of related incidences & ability to quickly release solutionsThe gopher effectSend out the Bat-Signal

    Real Production Testing

    Real Client Feedback

    *www.themeart.com

    Where has our value been noticed?Desktop EngineeringStandards & Consistency

    Security & ComplianceAudits & Remediation

    Procurement & Licensing

    Application Development

    Image Builds PC Checklists PC to PC Process Testing & Feedback

    *www.themeart.com

    Where has our value been noticed?Desktop EngineeringStandards & Consistency

    Security & ComplianceAudits & Remediation

    Procurement & Licensing

    Application Development

    Confirm Compliance Validate Deployments Remediate

    *www.themeart.com

    Where has our value been noticed?Desktop EngineeringStandards & Consistency

    Security & ComplianceAudits & Remediation

    Procurement & Licensing

    Application Development

    Installation reports Validated need & reduced licenses Added tracking into inventory system

    *www.themeart.com

    Where has our value been noticed?Desktop EngineeringStandards & Consistency

    Security & ComplianceAudits & Remediation

    Procurement & Licensing

    Application Development

    Customer testing & feedback Implementation issues Business unit solutions

    *www.themeart.com

    What weve achievedBuilt trust with our business clientsWe continue to provide them good products & great service & theyre willing to help us in return.

    Built our reputation within ITWe now partner with the groups that impact our day-to-day activities.

    We dont only want to fix the problems, we want to prevent them.

    *www.themeart.com

    What weve built within ITBridge across silos

    Strong team of do-ers

    Coming together is a beginning. Keeping together is progress. Working together is success. - Henry Ford

    *www.themeart.com

    For you to do nextFind out who they areWhat have they done, what do they know

    Know what they can & what they want to do

    Find the time to save time

    *www.themeart.com

    Keep this in mindYou may already have resources that can supplement other teams

    they dont have a learning curve

    Source: HDI 2010 Practice & Salary Report

    *www.themeart.com

    Keep this in mind

    Youre probably already collecting metrics that will provide you areas that need attention. Where can Desktop focus & reduce support costs & improve customer satisfaction?

    There are probably projects that believe it or not will impact Desktop SupportGet them involved

    *www.themeart.com

    Keep this in mind

    Collaborating with Desktop Supportcant be a bad thing,

    but there does need to be a balance.

    *www.themeart.com

    Desktop Support Transformed What they thought we did

    *www.themeart.com

    Desktop Support TransformedWhat they learned we could do talk the talk be on the same page give them the details

    make IT successful!!

    *www.themeart.com

    Now its your turnAny examples of where youve made utilization of resourcesbetween IT groups happen?

    Any areas where you can or would like to see this work?

    *www.themeart.com

    Questions?

    *www.themeart.com

    Thanks for attending!

    Contact Info:Nenita [email protected]

    What skill sets do technicians bring?

    How can those be translated to other IT positions?

    Whats Broadview troubleshooting? Seeing a bigger picture & having ideas of where the problem lies hardware, operating system, application, network, server

    Closest to the real environment we know whats in place, we have some history

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