E2C Conference
John McGlinchey
UK Director, CompTIA
Platinum Sponsors
Gold Sponsors
Silver Sponsors
Thank you to the advisory committee
• Andrew Smith, Open University
• Gerard Craughwell, Senior College Dun Laoghaire
• Ri...
Over the past 12 months...
BIG ANNOUNCEMENT
A Couple of Reminders...
 Use #EMEA10 if you tweet during the
EMEA Member Conference.
 Set your ringer to vibrate
The User Advocate
Or, How to Gain Power, Glory and Money in the IT Industry
with Relatively Little Effort
Mike Meyers, Tot...
Techs are Reactive, not Proactive
We see a problem and react to it
The classic “Break/Fix”
Reactive attitudes lead to stag...
The User Advocate
Recognizes the processes, the Zen, of the
organization and actively works in an
advocacy role to promote...
The User Advocate’s Policy
User Advocates are proactive
User Advocates are “part of the team”
Break/Fix “with a twist”
Res...
Why User Advocacy?
Personal growth
Advancement
Reduced workload
Job satisfaction
Manifesting the User Advocate
Defining your organization
Searching for IT shortcomings
Personal training to create solutio...
Defining your Organization
Pick your organization!
– You don’t have to take on the entire system!
– A section, a physical ...
Understanding the Organization
Access - The power of IT support
The service call – your primary tool
What application’s do...
Searching for IT Shortcomings
Chasing complaints
– Your customers
– Your customer’s customers
Observation
IT Shortcomings
Application
User Training
– Failure to use provided tools
– Failure to perform basic personal support
Reso...
Personal Training to Create Solutions
Learning the applications
User Advocates can write code!
– Macros
– Scripts
– “Real”...
Certification
No such thing as a terminal certification
Learning is a life-long process
Certifications are the de facto CE...
Manifesting Personal Training
Classroom Instruction
Seminars
Personal Training
– Books
– Magazines
– Websites
User Training
Application Training
General OS Training
Personal Maintenance
Personal Backups
Developing a Support “Spy Ring”
Every organization is filled with nerdy
“wannabies” – help them!
Adhoc support training
Le...
User Advocacy Is Hard!
You have to love IT - “CIC”
Long hours
You'll be loved – and hated
The more successful your program...
Contact
Mike Meyers
800-446-6004
michaelm@totalsem.com
www.totalsem.com
”desweds” @ everything
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EMEA10: E2C Welcome and Opening Keynote

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Mike's motivational keynote will elevate the typical I.T. tech to gain prestige, power and more money by becoming what he calls a "User Advocate".

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EMEA10: E2C Welcome and Opening Keynote

  1. 1. E2C Conference John McGlinchey UK Director, CompTIA
  2. 2. Platinum Sponsors
  3. 3. Gold Sponsors
  4. 4. Silver Sponsors
  5. 5. Thank you to the advisory committee • Andrew Smith, Open University • Gerard Craughwell, Senior College Dun Laoghaire • Richard Cotton, Cornwall College • Ian Green, Liverpool Community College • Terry Salt, Barnfield College • Kirk Redhead, ITEC Learning Technologies • Stuart Philip, Highlands College • Ken Lamb, Milton Keynes College • Robin Brown, Telford College of Arts & Technology • Fiona Baxter, Warrington Collegiate
  6. 6. Over the past 12 months...
  7. 7. BIG ANNOUNCEMENT
  8. 8. A Couple of Reminders...  Use #EMEA10 if you tweet during the EMEA Member Conference.  Set your ringer to vibrate
  9. 9. The User Advocate Or, How to Gain Power, Glory and Money in the IT Industry with Relatively Little Effort Mike Meyers, Total Seminars, LLC
  10. 10. Techs are Reactive, not Proactive We see a problem and react to it The classic “Break/Fix” Reactive attitudes lead to stagnation “I know what I need to know” There’s a better way to think…
  11. 11. The User Advocate Recognizes the processes, the Zen, of the organization and actively works in an advocacy role to promote the benefits of IT and to aggressively implement IT solutions to that organization.
  12. 12. The User Advocate’s Policy User Advocates are proactive User Advocates are “part of the team” Break/Fix “with a twist” Respects, but does not rely on channels, chains of commands or established policies
  13. 13. Why User Advocacy? Personal growth Advancement Reduced workload Job satisfaction
  14. 14. Manifesting the User Advocate Defining your organization Searching for IT shortcomings Personal training to create solutions User training Development a support spy ring
  15. 15. Defining your Organization Pick your organization! – You don’t have to take on the entire system! – A section, a physical plant, department “We” – not “Them” What do we do? How is IT manifested?
  16. 16. Understanding the Organization Access - The power of IT support The service call – your primary tool What application’s does your organization use?
  17. 17. Searching for IT Shortcomings Chasing complaints – Your customers – Your customer’s customers Observation
  18. 18. IT Shortcomings Application User Training – Failure to use provided tools – Failure to perform basic personal support Resource Access
  19. 19. Personal Training to Create Solutions Learning the applications User Advocates can write code! – Macros – Scripts – “Real” Code Learn the hardware Certification!
  20. 20. Certification No such thing as a terminal certification Learning is a life-long process Certifications are the de facto CEUs of the IT industry “It’s what we do!”
  21. 21. Manifesting Personal Training Classroom Instruction Seminars Personal Training – Books – Magazines – Websites
  22. 22. User Training Application Training General OS Training Personal Maintenance Personal Backups
  23. 23. Developing a Support “Spy Ring” Every organization is filled with nerdy “wannabies” – help them! Adhoc support training Level 0 Techs
  24. 24. User Advocacy Is Hard! You have to love IT - “CIC” Long hours You'll be loved – and hated The more successful your program, the less fun you'll have -The “M” word!
  25. 25. Contact Mike Meyers 800-446-6004 michaelm@totalsem.com www.totalsem.com ”desweds” @ everything

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