National Support provides IT services including desktop support, systems administration, and network analysis. 73% of staff have Microsoft certifications. Customer survey feedback was positive, praising quick solutions. National Support assists unique clients like REM and the Oracle transition team. It supports over 400 servers, 1300 printers, and virtualization projects. The busiest times are 9-10am and 2-4pm. National Support standardizes processes, handles everyday tasks, and addresses top help desk requests and change needs.

1. National Support
Yesterday and Tomorrow
Yesterday

2. Why did the chicken cross the road?
“Why does anyone cross
a road? I mean, why
doesn't anyone ever think
to ask, What the heck was
this chicken doing walking
around all over the place,
anyway?“
-- Jerry Seinfeld

3. Book-smarts complements experience
73% of National
Support
•
•
•
•
•
20 MCDST (Microsoft Desktop Support)
8 MCSA (Microsoft Systems Administrator)
1 MCSE (Microsoft Systems Engineer)
2 Project+ (CompTIA Project Management)
1 Network+ (CompTIA Network Analysis)

4. Remedy survey statistics
• “Service was very speedy and
effective. Thanks!”
• “Extremely fast and solved the
matter...super service!!! Bill”
• “Perfect service. As always.
Thanks.”

5. Remedy survey statistics
• “Thanks for the quick solution!!”
• “I got pointed to the needed
information, thanks.”
• “You did a great job working on
my computer without affecting
my schedule. Thank you.”

6. Interactive Survey question
Which national support
client represents the most
unique set of support
requirements?
1. PBS&J University
2. Oracle Transition team
3. REM (Risk & Emergency
Management)
4. Executive Management
5. None of the above

7. R.E.M. A unique support environment

8. Web-based help desk
• New look
• Web-based interface
• Reduces data entry time of local TO staff

9. Supporting the Oracle transition
Minimum hardware
spec: 1GHz CPU and
1 GB RAM
• Built/rebuilt 160 computers
• Upgraded 845 computer memory banks
• Aided the Oracle training classes
–
–
–
–
Setup/breakdown/ship 130 notebook computers
Almost 100 total sessions
14 cities
2 months

10. Supporting the Oracle transition
• 7:30 am to 8:00 pm eastern time
• Monday through Friday

11. Help desk statistics
• Call-center style phone system (ACD)
• Remedy Web as well as toll free number
• Requests increasing weekly

12. Why did the chicken cross the road?
1. To get to the other side
2. If he was smart, to stay
in the middle of the road
3. Did the chicken cross the
road or did the road
move beneath the
chicken?
4. Show us the answer on
your next slide, Doug

13. Why did the chicken cross the road?
The problem we have here is
that this chicken won't realize
that he must first deal with the
problem on 'THIS' side of the
road before it goes after the
problem on the 'OTHER SIDE'
of the road. What we need to
do is help him realize how
stupid he's acting by not taking
on his 'CURRENT' problems
before adding 'NEW' problems.
--- Dr. Phil

14. Standardization
Standardization across
national support (SANS)
• Server renaming
– 275 out of 400+ servers
• Print server renaming
– 1300 print queues

15. Special Projects
•
•
•
•
Centralized backup
Virtualization
CQI efforts to support Company’s Quality Policy
Asset disposal

16. “Everyday” projects
•
•
•
•
Data backup and retrieval
Server consolidation
LAN infrastructure upgrades
Office moves, expansions

17. “Everyday” projects
•
•
•
•
Office renovation activities
Company mergers
Phone and voicemail upgrades
KidsCLASS

18. Why did the chicken cross the road?
Did the chicken cross the road?
Did he cross it with a toad?
Yes! The chicken crossed the road,
but why it crossed, I've not been
told!
-- Dr. Seuss

19. Top Change Requests

20. Top Help Desk Requests

21. What is the busiest hour of the day?
09:00 am
10:00 am
02:00 pm
04:00 pm
We’re always busy,
Doug!
!
Do
ug
sb
us
y,
pm
al
wa
y
04
:0
0
pm
W
e’
re
02
:0
0
am
10
:0
0
am
20% 20% 20% 20% 20%
09
:0
0
1.
2.
3.
4.
5.

22. Busiest hour of the day

23. Busiest month of the year

24. Why did the chicken cross the road?
Isn't that interesting? In a few
moments, we will be listening
to the chicken tell, for the first
time, the heart warming story of
how it experienced a serious
case of molting, and went on to
accomplish its life long dream
of crossing the road.
--- Barbara Walters

25. Closing
Thank you for your attention
Are there any questions?