The document describes a webinar presented by BlackBeltHelp that promotes their student help desk support services. It summarizes BlackBeltHelp's offerings, including 24/7 phone and online support, customizable ticketing systems, training programs for agents, and reporting dashboards. It also provides case studies of colleges that improved their student support by partnering with BlackBeltHelp.
Limestone college i seminar presentation deck (1)BlackBeltHelp .
In this presentation you will discover how Limestone College made the best of IT Help Desk services and how it has helped them not only in boosting up their operations, but also in reducing their operational cost at the same time.
To watch the complete webinar recording kindly register here - http://bit.ly/iSeminar_LimestoneCollede
IT Help Desk Support iSeminar featuring Colorado Community College SystemBlackBeltHelp .
The document describes how the Colorado Community College System improved student success by switching to BlackBeltHelp for its 24/7 IT help desk support. It summarizes BlackBeltHelp's services, including how it provides remote help desk support using clients' systems, its implementation process, and case studies of improved support metrics for other clients. It also outlines BlackBeltHelp's pricing, grant opportunities, and next steps for potential clients to get a quote.
This document discusses the importance of performance and strategies for improving performance. It notes that performance issues can occur anywhere in an application's architecture from the client, application server, databases, legacy systems and more. It recommends identifying performance risks early, defining objectives, conducting architectural reviews, and monitoring applications. Specific techniques are provided for improving memory usage, data retrieval from databases, and reducing remote calls. The conclusion emphasizes that investing in performance testing and engineering can significantly reduce costs compared to dealing with performance problems later.
James Wilcox is a highly motivated college graduate with an Associate's degree in IT and several IT certifications seeking an entry-level IT position. He has experience in customer service, IT support, networking administration, and cabling installation. His skills include Windows, Linux, networking, security, troubleshooting, and Microsoft Office. He is energetic, self-starting, and aims to continuously improve his skills.
TBS is an IT firm offering IT helpdesk support and excel in IT managed services like email servers, data servers, secured tunnels. We’re a leading, efficient and cost effective in IT outsourcing support and computer consulting services in US and Europe. We offer Onsite IT support and deploy resources to manage your technology needs; be it data solutions, network solutions, MS exchange email hosting or virtual server hosting. TBS can offer products and services to serve the needs of any business.
Andrew Miller is seeking a position that utilizes his IT skills and encourages creativity. He has over 7 years of experience as an IT Helpdesk Lead at Kärcher North America, where he maintained a 95% ticket resolution rate and led the transition to a new IT service management system. Miller also has 3 years of prior experience providing IT support at Polycom Corp. He is proficient in various operating systems, networking, troubleshooting, and security practices. Miller is also a trained IT application instructor and VOIP administrator.
Marc Estrada has strong skills in web development, programming, databases, and networking. He has a Business Information Technology diploma from Red River College and work experience in technical support, sales, and cashier roles. His objective is to obtain an entry-level position utilizing his education and experience in information technology.
Jarvis Williams is seeking a new position and believes he is well-qualified due to his strong technical skills and ability to communicate complex technical ideas. He has over 10 years of experience in various technical roles at Comcast, where he has troubleshot issues with digital video systems, VOD systems, routers, and other network infrastructure. He is committed to continuing to develop his skills in the evolving technology market. His resume and background demonstrate his qualifications for technical roles managing network monitoring, troubleshooting, and customer support. He asks the recruitment team to review his resume and background for an opportunity to discuss why he is well-suited for an open position.
Limestone college i seminar presentation deck (1)BlackBeltHelp .
In this presentation you will discover how Limestone College made the best of IT Help Desk services and how it has helped them not only in boosting up their operations, but also in reducing their operational cost at the same time.
To watch the complete webinar recording kindly register here - http://bit.ly/iSeminar_LimestoneCollede
IT Help Desk Support iSeminar featuring Colorado Community College SystemBlackBeltHelp .
The document describes how the Colorado Community College System improved student success by switching to BlackBeltHelp for its 24/7 IT help desk support. It summarizes BlackBeltHelp's services, including how it provides remote help desk support using clients' systems, its implementation process, and case studies of improved support metrics for other clients. It also outlines BlackBeltHelp's pricing, grant opportunities, and next steps for potential clients to get a quote.
This document discusses the importance of performance and strategies for improving performance. It notes that performance issues can occur anywhere in an application's architecture from the client, application server, databases, legacy systems and more. It recommends identifying performance risks early, defining objectives, conducting architectural reviews, and monitoring applications. Specific techniques are provided for improving memory usage, data retrieval from databases, and reducing remote calls. The conclusion emphasizes that investing in performance testing and engineering can significantly reduce costs compared to dealing with performance problems later.
James Wilcox is a highly motivated college graduate with an Associate's degree in IT and several IT certifications seeking an entry-level IT position. He has experience in customer service, IT support, networking administration, and cabling installation. His skills include Windows, Linux, networking, security, troubleshooting, and Microsoft Office. He is energetic, self-starting, and aims to continuously improve his skills.
TBS is an IT firm offering IT helpdesk support and excel in IT managed services like email servers, data servers, secured tunnels. We’re a leading, efficient and cost effective in IT outsourcing support and computer consulting services in US and Europe. We offer Onsite IT support and deploy resources to manage your technology needs; be it data solutions, network solutions, MS exchange email hosting or virtual server hosting. TBS can offer products and services to serve the needs of any business.
Andrew Miller is seeking a position that utilizes his IT skills and encourages creativity. He has over 7 years of experience as an IT Helpdesk Lead at Kärcher North America, where he maintained a 95% ticket resolution rate and led the transition to a new IT service management system. Miller also has 3 years of prior experience providing IT support at Polycom Corp. He is proficient in various operating systems, networking, troubleshooting, and security practices. Miller is also a trained IT application instructor and VOIP administrator.
Marc Estrada has strong skills in web development, programming, databases, and networking. He has a Business Information Technology diploma from Red River College and work experience in technical support, sales, and cashier roles. His objective is to obtain an entry-level position utilizing his education and experience in information technology.
Jarvis Williams is seeking a new position and believes he is well-qualified due to his strong technical skills and ability to communicate complex technical ideas. He has over 10 years of experience in various technical roles at Comcast, where he has troubleshot issues with digital video systems, VOD systems, routers, and other network infrastructure. He is committed to continuing to develop his skills in the evolving technology market. His resume and background demonstrate his qualifications for technical roles managing network monitoring, troubleshooting, and customer support. He asks the recruitment team to review his resume and background for an opportunity to discuss why he is well-suited for an open position.
This document contains the resume of Siddarth Kaul. It summarizes his work experience in network operations and technical support spanning over 3 years. It lists his areas of expertise as service management, complaint handling, vendor negotiation, SLA/performance tracking, and project management. His most recent role was as a Tier 3 Engineer at Pandora R&D Labs, where he provided backend support and technical support for unified communication products. Prior to that, he worked as an Engineer for TCIL where he supported VSAT installation and coordination for the African Union. He has an MSC in IT from Lovely Professional University and a B.Tech in ECE from NIEC Delhi.
Carl Millburg is a goal-oriented telecommunications specialist with over 15 years of experience supporting and administering Cisco voice, messaging, and collaboration systems including Cisco Call Manager and Unity Connection. He is currently an Enterprise Voice Operations Specialist L2 at Discover Financial Services where he supports their Cisco VoIP system and manages the level 2 support ticket queue.
Mark W. Carter Jr. has over 10 years of experience in customer service and technical support roles. He is currently a Systems Engineer and Technical Assistance Center Team Lead at VC3, Inc. where he delivers service and support to end-users, diagnoses and resolves technical issues, and manages a support team. Prior to his current role, Carter held positions providing customer support, technical assistance, and media production services. He has strong skills in Microsoft Office, remote desktop tools, operating systems, and troubleshooting software and hardware issues.
Michael McCollum is an A.A.S. in Network Systems Administration candidate seeking an IT support or customer service role. He has over 25 years of experience in IT, desktop support, and customer service roles. His experience includes successfully managing high volumes of customer inquiries, mentoring new employees, and achieving high customer satisfaction ratings. Currently, he is studying topics like Cisco networking, Windows, UNIX, and information security.
Cohesive Technologies is a leading provider of customer interaction management solutions, processing billions of calls and serving over 350 clients globally. It offers an all-in-one communications suite called DACX Ameyo that provides comprehensive contact center capabilities like outbound dialing, IVR, reporting, and CRM in a single, customizable software platform. The case study describes how Cohesive implemented its solution for Weighan and Leigh College to manage various interactions like calls, emails, chats, and broadcasts across its multiple sites through a single interface.
Hajraf Nasser M Aloteibi is seeking a development position that utilizes his skills in areas like computer databases, networks, C/C++, Java, SQL, and Microsoft Office. He has a Master's degree in Computer Science and relevant work experience at Saudi Telecom Company and Al Tayyar Travel Group in technical support and specialist roles involving networking configuration, troubleshooting, and customer assistance. His objective is to apply his technical and management skills as well as his ability to learn new technologies quickly.
This document contains a summary of Troy Abner Valdez's work experience and education. As a Talent Acquisition Specialist at PSG Global Solutions since November 2016, his responsibilities include sourcing suitable applicants, recruiting passive candidates, conducting candidate assessments, and maintaining records. Previously, he worked at Synnex-Concentrix from June 2015 to October 2016 as a Senior Customer Service/Technical Support representative handling customer issues regarding home phone, internet, and TV. From September 2009 to June 2015, he was a Network and Systems Specialist at TPG Corporation where he ensured efficient network systems and hardware/software troubleshooting. He holds a Bachelor of Science in Information Technology from Nueva Ecija University of Science and Technology.
This document contains a summary of Troy Abner Valdez's work experience and education. As a Talent Acquisition Specialist at PSG Global Solutions since November 2016, his responsibilities include sourcing suitable applicants, recruiting passive candidates, conducting candidate assessments, and maintaining records. Previously, he worked at Synnex-Concentrix from June 2015 to October 2016 as a Senior Customer Service/Technical Support representative handling customer issues regarding home phone, internet, and TV. From September 2009 to June 2015, he was a Network and Systems Specialist at TPG Corporation where he ensured efficient network and system operations. He holds a Bachelor of Science in Information Technology from Nueva Ecija University of Science and Technology.
Robert Harrell is seeking a position that allows professional and career growth while enhancing his skills. He has over 10 years of experience in technical support roles, including as an Advanced Technical Support representative for Time Warner Cable and a Technical Assistant/Team Lead for AT&T. He is currently pursuing a Network Technology degree from Greensboro Technical Community College.
John D. Burke is a team-driven lead support engineer with over 20 years of experience in enterprise backup and disaster recovery technologies. He has technical skills in Windows, UNIX, Linux, networking, and virtualization/cloud technologies. As a staff software engineer at IBM, John provided technical leadership and subject matter expertise to a team of 25-30 engineers. He acted as an escalation point for complex problems, improved knowledge sharing, and enhanced service delivery. Prior to IBM, John worked in software support and as a UNIX and tape operator. He holds multiple technical certifications and has a Bachelor's degree from Texas A&M University.
Caleb Manac has 4 years of experience in systems and network administration with expertise in Windows environments, Cisco devices, and virtualization technologies. He is customer service oriented with strong communication skills. His goal is to make valuable contributions that help organizations succeed. He has worked as a Systems Administrator at InsideSales.com where his responsibilities included implementing VMware environments, managing backups, and assisting with infrastructure development.
The document outlines the departments and services of the Information Technology Services department at Pomona College, including network infrastructure support, classroom technology support, security services, project management, and support for administrative systems like the campus portal and learning management system. It provides an overview of the staffing and some key metrics for service usage. The document also discusses some strategic initiatives and technology challenges facing the department.
Renee Anderson is seeking a career change and has over 15 years of customer service experience. She has worked in technical support roles for Cox Communications since 2012, assisting customers with internet and other technology issues. Prior to that, she held receiving and inventory roles at The Home Depot for 12 years. Anderson has an Associate Degree in Animal Science from Omaha College of Health Care. She is proficient in troubleshooting technologies and customer service.
The document is a resume for Alexa F. Cox outlining her experience as a Business Process/Technical Support Analyst and Market Escalations Representative for Comcast Corporation. She specialized in operational communications, administration, billing systems, and business and technical support. As an analyst, her responsibilities included supporting documentation, identifying process gaps, and functioning as a liaison between teams. As a representative, she resolved Tier 1 escalations, ensured accurate billing, and tested new products.
NETCAST BPO is a global provider of outsourced contact center services founded in 2011. They utilize bilingual professionals domestically and college graduates offshore to provide inbound, outbound, email, chat, and back office services. NETCAST combines experienced talent with state-of-the-art technology and telecom platforms to deliver customized solutions across various industries. Their services include inbound and outbound calling, online support through email and chat, data entry, and they have a proven track record of success.
This document is a resume for Mohaimul Islam, providing contact information, work experience, education, and skills. It details his experience as an IT Support Technician since 2014, where he diagnoses hardware and software issues, installs and maintains IT equipment, and supports various software programs. Previous roles include working as a CNA, data entry clerk, and sales associate. His education includes CCNA and CCNP certifications from Chaffey College as well as two years of study in Electrical and Electronics Engineering.
Jenniffer Davis is an experienced IT professional with over 10 years of experience in areas such as IT support, network administration, database maintenance, and computer programming. She has a DOD SECRET Clearance from 2018-2028. Her experience includes positions providing remote customer support, help desk support, and IT specialist work for the US Army. She has comprehensive skills in areas such as WordPress, Active Directory management, troubleshooting, hardware and software maintenance, and information security.
Rayford Barron has over 15 years of experience in technical support roles, including currently working as a POS Support Technician for NCR in Fort Worth, Texas. He has a strong background in troubleshooting a wide variety of hardware and software issues for customers via phone and remote support. Rayford is skilled in problem resolution, customer service, and technical training.
The number of US households experiencing problems with Internet Security, PC Hardware/Software and Home Networking are 41.3M, 21.7M and 10.8M respectively. The opportunity for enhancing your customers’ experience through services that personally protect their systems and data, also serves to protect and enhance their perception of your ISP network’s value and quality.
ISP partners find that the SecureIT Services not only increase their revenue, but decrease their expenses by reducing the number of virus and spyware related technical support calls.
Products Included in Overview:
* Internet Security
* Parental Controls
* Technical Support
* Virtual Advanced Computer Repair
* Remote Support and Communication Platform
* Online Backup
* Community Portal
Digital Accessibility: Enjoying the Carrots and Avoiding the SticksAbilityNet
Although there are legal threats if you get it wrong there are many more very positive reasons for making sure you understand how accessibility affects you and your business. The accessibility carrot can be much more powerful than the sticks - but what are the benefits and how can you harness them?
This presentation is from a webinar delivered by Robin Christopherson, Head of Digital Inclusion at AbilityNet as part of a series of events run by the UK Digital Leaders network.
How to Build a Module in Odoo 17 Using the Scaffold MethodCeline George
Odoo provides an option for creating a module by using a single line command. By using this command the user can make a whole structure of a module. It is very easy for a beginner to make a module. There is no need to make each file manually. This slide will show how to create a module using the scaffold method.
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This document contains the resume of Siddarth Kaul. It summarizes his work experience in network operations and technical support spanning over 3 years. It lists his areas of expertise as service management, complaint handling, vendor negotiation, SLA/performance tracking, and project management. His most recent role was as a Tier 3 Engineer at Pandora R&D Labs, where he provided backend support and technical support for unified communication products. Prior to that, he worked as an Engineer for TCIL where he supported VSAT installation and coordination for the African Union. He has an MSC in IT from Lovely Professional University and a B.Tech in ECE from NIEC Delhi.
Carl Millburg is a goal-oriented telecommunications specialist with over 15 years of experience supporting and administering Cisco voice, messaging, and collaboration systems including Cisco Call Manager and Unity Connection. He is currently an Enterprise Voice Operations Specialist L2 at Discover Financial Services where he supports their Cisco VoIP system and manages the level 2 support ticket queue.
Mark W. Carter Jr. has over 10 years of experience in customer service and technical support roles. He is currently a Systems Engineer and Technical Assistance Center Team Lead at VC3, Inc. where he delivers service and support to end-users, diagnoses and resolves technical issues, and manages a support team. Prior to his current role, Carter held positions providing customer support, technical assistance, and media production services. He has strong skills in Microsoft Office, remote desktop tools, operating systems, and troubleshooting software and hardware issues.
Michael McCollum is an A.A.S. in Network Systems Administration candidate seeking an IT support or customer service role. He has over 25 years of experience in IT, desktop support, and customer service roles. His experience includes successfully managing high volumes of customer inquiries, mentoring new employees, and achieving high customer satisfaction ratings. Currently, he is studying topics like Cisco networking, Windows, UNIX, and information security.
Cohesive Technologies is a leading provider of customer interaction management solutions, processing billions of calls and serving over 350 clients globally. It offers an all-in-one communications suite called DACX Ameyo that provides comprehensive contact center capabilities like outbound dialing, IVR, reporting, and CRM in a single, customizable software platform. The case study describes how Cohesive implemented its solution for Weighan and Leigh College to manage various interactions like calls, emails, chats, and broadcasts across its multiple sites through a single interface.
Hajraf Nasser M Aloteibi is seeking a development position that utilizes his skills in areas like computer databases, networks, C/C++, Java, SQL, and Microsoft Office. He has a Master's degree in Computer Science and relevant work experience at Saudi Telecom Company and Al Tayyar Travel Group in technical support and specialist roles involving networking configuration, troubleshooting, and customer assistance. His objective is to apply his technical and management skills as well as his ability to learn new technologies quickly.
This document contains a summary of Troy Abner Valdez's work experience and education. As a Talent Acquisition Specialist at PSG Global Solutions since November 2016, his responsibilities include sourcing suitable applicants, recruiting passive candidates, conducting candidate assessments, and maintaining records. Previously, he worked at Synnex-Concentrix from June 2015 to October 2016 as a Senior Customer Service/Technical Support representative handling customer issues regarding home phone, internet, and TV. From September 2009 to June 2015, he was a Network and Systems Specialist at TPG Corporation where he ensured efficient network systems and hardware/software troubleshooting. He holds a Bachelor of Science in Information Technology from Nueva Ecija University of Science and Technology.
This document contains a summary of Troy Abner Valdez's work experience and education. As a Talent Acquisition Specialist at PSG Global Solutions since November 2016, his responsibilities include sourcing suitable applicants, recruiting passive candidates, conducting candidate assessments, and maintaining records. Previously, he worked at Synnex-Concentrix from June 2015 to October 2016 as a Senior Customer Service/Technical Support representative handling customer issues regarding home phone, internet, and TV. From September 2009 to June 2015, he was a Network and Systems Specialist at TPG Corporation where he ensured efficient network and system operations. He holds a Bachelor of Science in Information Technology from Nueva Ecija University of Science and Technology.
Robert Harrell is seeking a position that allows professional and career growth while enhancing his skills. He has over 10 years of experience in technical support roles, including as an Advanced Technical Support representative for Time Warner Cable and a Technical Assistant/Team Lead for AT&T. He is currently pursuing a Network Technology degree from Greensboro Technical Community College.
John D. Burke is a team-driven lead support engineer with over 20 years of experience in enterprise backup and disaster recovery technologies. He has technical skills in Windows, UNIX, Linux, networking, and virtualization/cloud technologies. As a staff software engineer at IBM, John provided technical leadership and subject matter expertise to a team of 25-30 engineers. He acted as an escalation point for complex problems, improved knowledge sharing, and enhanced service delivery. Prior to IBM, John worked in software support and as a UNIX and tape operator. He holds multiple technical certifications and has a Bachelor's degree from Texas A&M University.
Caleb Manac has 4 years of experience in systems and network administration with expertise in Windows environments, Cisco devices, and virtualization technologies. He is customer service oriented with strong communication skills. His goal is to make valuable contributions that help organizations succeed. He has worked as a Systems Administrator at InsideSales.com where his responsibilities included implementing VMware environments, managing backups, and assisting with infrastructure development.
The document outlines the departments and services of the Information Technology Services department at Pomona College, including network infrastructure support, classroom technology support, security services, project management, and support for administrative systems like the campus portal and learning management system. It provides an overview of the staffing and some key metrics for service usage. The document also discusses some strategic initiatives and technology challenges facing the department.
Renee Anderson is seeking a career change and has over 15 years of customer service experience. She has worked in technical support roles for Cox Communications since 2012, assisting customers with internet and other technology issues. Prior to that, she held receiving and inventory roles at The Home Depot for 12 years. Anderson has an Associate Degree in Animal Science from Omaha College of Health Care. She is proficient in troubleshooting technologies and customer service.
The document is a resume for Alexa F. Cox outlining her experience as a Business Process/Technical Support Analyst and Market Escalations Representative for Comcast Corporation. She specialized in operational communications, administration, billing systems, and business and technical support. As an analyst, her responsibilities included supporting documentation, identifying process gaps, and functioning as a liaison between teams. As a representative, she resolved Tier 1 escalations, ensured accurate billing, and tested new products.
NETCAST BPO is a global provider of outsourced contact center services founded in 2011. They utilize bilingual professionals domestically and college graduates offshore to provide inbound, outbound, email, chat, and back office services. NETCAST combines experienced talent with state-of-the-art technology and telecom platforms to deliver customized solutions across various industries. Their services include inbound and outbound calling, online support through email and chat, data entry, and they have a proven track record of success.
This document is a resume for Mohaimul Islam, providing contact information, work experience, education, and skills. It details his experience as an IT Support Technician since 2014, where he diagnoses hardware and software issues, installs and maintains IT equipment, and supports various software programs. Previous roles include working as a CNA, data entry clerk, and sales associate. His education includes CCNA and CCNP certifications from Chaffey College as well as two years of study in Electrical and Electronics Engineering.
Jenniffer Davis is an experienced IT professional with over 10 years of experience in areas such as IT support, network administration, database maintenance, and computer programming. She has a DOD SECRET Clearance from 2018-2028. Her experience includes positions providing remote customer support, help desk support, and IT specialist work for the US Army. She has comprehensive skills in areas such as WordPress, Active Directory management, troubleshooting, hardware and software maintenance, and information security.
Rayford Barron has over 15 years of experience in technical support roles, including currently working as a POS Support Technician for NCR in Fort Worth, Texas. He has a strong background in troubleshooting a wide variety of hardware and software issues for customers via phone and remote support. Rayford is skilled in problem resolution, customer service, and technical training.
The number of US households experiencing problems with Internet Security, PC Hardware/Software and Home Networking are 41.3M, 21.7M and 10.8M respectively. The opportunity for enhancing your customers’ experience through services that personally protect their systems and data, also serves to protect and enhance their perception of your ISP network’s value and quality.
ISP partners find that the SecureIT Services not only increase their revenue, but decrease their expenses by reducing the number of virus and spyware related technical support calls.
Products Included in Overview:
* Internet Security
* Parental Controls
* Technical Support
* Virtual Advanced Computer Repair
* Remote Support and Communication Platform
* Online Backup
* Community Portal
Digital Accessibility: Enjoying the Carrots and Avoiding the SticksAbilityNet
Although there are legal threats if you get it wrong there are many more very positive reasons for making sure you understand how accessibility affects you and your business. The accessibility carrot can be much more powerful than the sticks - but what are the benefits and how can you harness them?
This presentation is from a webinar delivered by Robin Christopherson, Head of Digital Inclusion at AbilityNet as part of a series of events run by the UK Digital Leaders network.
Similar to iSeminar: Transform your Student Help Desk to Success Help Desk! (20)
How to Build a Module in Odoo 17 Using the Scaffold MethodCeline George
Odoo provides an option for creating a module by using a single line command. By using this command the user can make a whole structure of a module. It is very easy for a beginner to make a module. There is no need to make each file manually. This slide will show how to create a module using the scaffold method.
Macroeconomics- Movie Location
This will be used as part of your Personal Professional Portfolio once graded.
Objective:
Prepare a presentation or a paper using research, basic comparative analysis, data organization and application of economic information. You will make an informed assessment of an economic climate outside of the United States to accomplish an entertainment industry objective.
ISO/IEC 27001, ISO/IEC 42001, and GDPR: Best Practices for Implementation and...PECB
Denis is a dynamic and results-driven Chief Information Officer (CIO) with a distinguished career spanning information systems analysis and technical project management. With a proven track record of spearheading the design and delivery of cutting-edge Information Management solutions, he has consistently elevated business operations, streamlined reporting functions, and maximized process efficiency.
Certified as an ISO/IEC 27001: Information Security Management Systems (ISMS) Lead Implementer, Data Protection Officer, and Cyber Risks Analyst, Denis brings a heightened focus on data security, privacy, and cyber resilience to every endeavor.
His expertise extends across a diverse spectrum of reporting, database, and web development applications, underpinned by an exceptional grasp of data storage and virtualization technologies. His proficiency in application testing, database administration, and data cleansing ensures seamless execution of complex projects.
What sets Denis apart is his comprehensive understanding of Business and Systems Analysis technologies, honed through involvement in all phases of the Software Development Lifecycle (SDLC). From meticulous requirements gathering to precise analysis, innovative design, rigorous development, thorough testing, and successful implementation, he has consistently delivered exceptional results.
Throughout his career, he has taken on multifaceted roles, from leading technical project management teams to owning solutions that drive operational excellence. His conscientious and proactive approach is unwavering, whether he is working independently or collaboratively within a team. His ability to connect with colleagues on a personal level underscores his commitment to fostering a harmonious and productive workplace environment.
Date: May 29, 2024
Tags: Information Security, ISO/IEC 27001, ISO/IEC 42001, Artificial Intelligence, GDPR
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Find out more about ISO training and certification services
Training: ISO/IEC 27001 Information Security Management System - EN | PECB
ISO/IEC 42001 Artificial Intelligence Management System - EN | PECB
General Data Protection Regulation (GDPR) - Training Courses - EN | PECB
Webinars: https://pecb.com/webinars
Article: https://pecb.com/article
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This presentation includes basic of PCOS their pathology and treatment and also Ayurveda correlation of PCOS and Ayurvedic line of treatment mentioned in classics.
How to Manage Your Lost Opportunities in Odoo 17 CRMCeline George
Odoo 17 CRM allows us to track why we lose sales opportunities with "Lost Reasons." This helps analyze our sales process and identify areas for improvement. Here's how to configure lost reasons in Odoo 17 CRM
Thinking of getting a dog? Be aware that breeds like Pit Bulls, Rottweilers, and German Shepherds can be loyal and dangerous. Proper training and socialization are crucial to preventing aggressive behaviors. Ensure safety by understanding their needs and always supervising interactions. Stay safe, and enjoy your furry friends!
বাংলাদেশের অর্থনৈতিক সমীক্ষা ২০২৪ [Bangladesh Economic Review 2024 Bangla.pdf] কম্পিউটার , ট্যাব ও স্মার্ট ফোন ভার্সন সহ সম্পূর্ণ বাংলা ই-বুক বা pdf বই " সুচিপত্র ...বুকমার্ক মেনু 🔖 ও হাইপার লিংক মেনু 📝👆 যুক্ত ..
আমাদের সবার জন্য খুব খুব গুরুত্বপূর্ণ একটি বই ..বিসিএস, ব্যাংক, ইউনিভার্সিটি ভর্তি ও যে কোন প্রতিযোগিতা মূলক পরীক্ষার জন্য এর খুব ইম্পরট্যান্ট একটি বিষয় ...তাছাড়া বাংলাদেশের সাম্প্রতিক যে কোন ডাটা বা তথ্য এই বইতে পাবেন ...
তাই একজন নাগরিক হিসাবে এই তথ্য গুলো আপনার জানা প্রয়োজন ...।
বিসিএস ও ব্যাংক এর লিখিত পরীক্ষা ...+এছাড়া মাধ্যমিক ও উচ্চমাধ্যমিকের স্টুডেন্টদের জন্য অনেক কাজে আসবে ...
This presentation was provided by Steph Pollock of The American Psychological Association’s Journals Program, and Damita Snow, of The American Society of Civil Engineers (ASCE), for the initial session of NISO's 2024 Training Series "DEIA in the Scholarly Landscape." Session One: 'Setting Expectations: a DEIA Primer,' was held June 6, 2024.
A review of the growth of the Israel Genealogy Research Association Database Collection for the last 12 months. Our collection is now passed the 3 million mark and still growing. See which archives have contributed the most. See the different types of records we have, and which years have had records added. You can also see what we have for the future.
iSeminar: Transform your Student Help Desk to Success Help Desk!
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To access the audio segment of today’s iSeminar, dial into: Teleconference Number: (914) 614-3221 |Teleconference Code: 226-649-446
Audio PIN: Shown on your screen
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Member may be responsible for additional licensing and phone line costs.
**Valid till May 12th, 2017
IT/LMS HELP DESK PRICING PROMO
5. WWW.BLACKBELTHELP.COM
Phone: (844) BLKBELT | Email: info@blackbelthelp.com 5
Applications
can be submitted
till
May 12th,
2017
Limited number of
BlackBeltHelp
IT/LMS Support
Grants
To cover
100% COST
(up to $20,000)
of BlackBeltHelp
IT/LMS Support
discovery, implementation
and set-up
HELP DESK GRANT
6. WWW.BLACKBELTHELP.COM
Phone: (844) BLKBELT | Email: info@blackbelthelp.com 6
Major Highlights
The College offers its first Study Abroad program in Florence, Italy.
The Advanced Technology Center opened at Central Campus.
Received Leah Meyer Austin Award 2014
Founded: 1964
Total Enrollment: 12,372
Location: Blue Bell,
Pennsylvania
President: Dr. Kevin pollock
About Us
7. WWW.BLACKBELTHELP.COM
Phone: (844) BLKBELT | Email: info@blackbelthelp.com 7
Improved management of 24x7 support for the institution
Increased need for off-hours support to provide above average
customer service
The need for a more cost effective solution for 24x7 support
A need for an increased level of professionalism and service toward
the agreed upon SLA’s
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2
3
4
PROBLEM STATEMENT/CHALLENGES
8. WWW.BLACKBELTHELP.COM
Phone: (844) BLKBELT | Email: info@blackbelthelp.com
BEFORE BLACKBELTHELP AFTER BLACKBELTHELP
Adequate support for our institution
- BlackBeltHelp provides high quality 24x7
support for students, faculty, and staff
Documentation and reporting was lacking
- Monthly performance reports/periodic
health checks including SLA’s
- Documented operational procedures (SOP)
which help provide excellent customer
service
SLA’s were not consistently being met
- Users experience improved customer
service with BlackBeltHelp 24x7 support
- BlackBeltHelp provided an increase in
quality evident by our customer survey
results
8
THE CHANGE
9. WWW.BLACKBELTHELP.COM
Phone: (844) BLKBELT | Email: info@blackbelthelp.com
Kickoff
Detailed Scoping
Discovery
On-Site/Online Discovery
Infrastructure
Ticketing and Incident Tracking
Agent Training-
Knowledge Validation
Soft Launch QA Calibration
Go Give
Kickoff
Detailed Scoping
Discovery
On-Site Discovery
Infrastructure
Ticketing and
Incident Tracking
Agent Training-
Knowledge Validation
Soft Launch QA Calibration
Go Give
9
HOW LONG IT TOOK US TO IMPLEMENT?
11. WWW.BLACKBELTHELP.COM
Phone: (844) BLKBELT | Email: info@blackbelthelp.com 11
Monthly reports,
periodic health checks
and Bi-Weekly Meetings
with Dedicated Account
Managers
Quick and thorough
implementation
Knowledgeable Tier 1
Helpdesk technicians
Knowledgebase is a
“living document”.
Great communication
ensures constant
improvement.
Ability to provide
service to students
when they need
Timely escalation of
end users issues
LESSONS LEARNED & BEST PRACTICES
12. WWW.BLACKBELTHELP.COM
Phone: (844) BLKBELT | Email: info@blackbelthelp.com
BlackBeltHelp has 200+ clients today
BlackBeltHelp supports over 600,000+ users annually
Handles IT, Financial Aid, HR, Recruitment, Admissions,
Enrollment, Retention, Facilities and General Switchboard
All of BlackBeltHelp clients are 100% referenceable
12
BLACKBELTHELP TODAY
13. WWW.BLACKBELTHELP.COM
Phone: (844) BLKBELT | Email: info@blackbelthelp.com
24x7x365 Help Desk
(Around the clock)
After Hours Help Desk
(After business hours, weekends & holidays)
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Ticketing
System
BlackBeltHelp
Uses Your Ticketing
System
Phone
System
Forward Your
Calls Local DID
Quality
Assurance
All calls recorded for
Quality Assurance of
Technicians
Scope of
Support
Custom to
Match Your Scope
of Support
Our Features
WHAT IS BLACKBELTHELP
14. WWW.BLACKBELTHELP.COM
Phone: (844) BLKBELT | Email: info@blackbelthelp.com
Computer-related issues
Basic Instructor Grade book issues
How to submit a quiz
How to post to a discussion thread
Course Navigation
Finding Grades
Adding/Dropping courses
Tier 1
Issues affecting multiple students
Assignment submission failures
Editing Course Content
Advanced Grade book
Course Imports/Exports/Backups
Class Roster Issues
Issues requiring additional access
Tier 2
14
SAMPLE SCOPE OF SUPPORT – LMS
15. WWW.BLACKBELTHELP.COM
Phone: (844) BLKBELT | Email: info@blackbelthelp.com 15
Extension
of your
Help Desk
LMS
Student
Services
Technology
Support
WHAT CAN WE TAKE CALLS ON?
16. WWW.BLACKBELTHELP.COM
Phone: (844) BLKBELT | Email: info@blackbelthelp.com
WWW.BLACKBELTHELP.COM
Phone: (844) BLKBELT | Email: info@blackbelthelp.com
RVCC
MWCC
Gardner-Webb
Curry
Confederation
Ellucian® Banner®
Limestone College
Neosho
Paine College
Princeton Theological
Seminary
Jenzabar®
CLC
MassBay
Cleveland State Uni
Nevada State
PeopleSoft®
Gwynedd Mercy
University
Lasell College
Ellucian® PowerCAMPUS®
MWCC
CLC
MassBay
Babson
Blackboard®
University of South Dakota
CCCS
Conestoga College
Desire2Learn®
Brenau University
Bridgeport
Joliet Junior College
Canvas®
Louisiana State University
Union College
Central Wyoming
College
Lasell College
Moodle®
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PARTIAL LIST OF BLACKBELTHELP USERS BY ERP & LMS
17. WWW.BLACKBELTHELP.COM
Phone: (844) BLKBELT | Email: info@blackbelthelp.com
WWW.BLACKBELTHELP.COM
Phone: (844) BLKBELT | Email: info@blackbelthelp.com
AT Still University
Cleveland State University
College Of Lake County
MWCC
Yavapai College
Blackboard®
Raritan Valley Community
College
University of Bridgeport
Carlow University
Ellucian®
17
PARTIAL LIST OF BLACKBELTHELP USERS WHO SWITCHED
18. WWW.BLACKBELTHELP.COM
Phone: (844) BLKBELT | Email: info@blackbelthelp.com
COLLEGE
PREVIOUS
VENDOR
PROBLEM
AREA
BLACKBELTHELP
SOLUTION
Blackboard®
Average Answer for
Call was > 3.0 minutes
Average Answer for
Call < 35 seconds
Blackboard®
Large number of
Service Complaints
Number of Service
Complaints decreased
significantly
Blackboard®
Switched to multiple
vendors due to
consistent issues
Increased the First Call
Resolution and Overall
Customer Satisfaction
18
CASE STUDIES (During Fall Semester Start)
21. WWW.BLACKBELTHELP.COM
Phone: (844) BLKBELT | Email: info@blackbelthelp.com
Salesforce Service Cloud
• Cloud based service for maximum uptime
• Customized and transparent reporting
• Customizable workflows & triggers
• Customizable auto generated emails
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OPTIONAL - SALESFORCE TICKETING SYSTEM
23. WWW.BLACKBELTHELP.COM
Phone: (844) BLKBELT | Email: info@blackbelthelp.com
Single Knowledge Base
Article Visibility
• Agents + Admin Users
• Partner Portal users
• End users (Authenticated)
• Public
Consistency of Knowledge
Granular Permissions
Complete Transparency
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SALESFORCE KNOWLEDGE
24. WWW.BLACKBELTHELP.COM
Phone: (844) BLKBELT | Email: info@blackbelthelp.com
Questionnaire
My Issue was responded to in a timely manner.
The Issue that led to my call or email was
successfully resolved.
I received good customer service throughout my
most recent help desk experience.
The technician(s) with whom i worked were
sufficiently knowledgeable to address my issue.
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Agree Strongly Agree Neutral Disagree Disagree Strongly
Agree Strongly Agree Neutral Disagree Disagree Strongly
Agree Strongly Agree Neutral Disagree Disagree Strongly
Agree Strongly Agree Neutral Disagree Disagree Strongly
SALESFORCE KNOWLEDGE
25. WWW.BLACKBELTHELP.COM
Phone: (844) BLKBELT | Email: info@blackbelthelp.com
Best in class systems to help deliver best in field quality
inContact interaction management system - a cloud
based interaction system that handles all calls, mail,
chat, and web form submittal
Capability to manage, track, and report on each interaction at a
granular level, to include logging and reporting capability
Ability to completely customize our IVR flow for each interaction
type, as well as to generate external alerts and notifications if
conditions are met in a given set of parameters
99.99% up time
25
BLACKBELTHELP – INTERACTION MANAGEMENT
26. WWW.BLACKBELTHELP.COM
Phone: (844) BLKBELT | Email: info@blackbelthelp.com
Agent retention is accomplished through employee education assistance,
opportunity for advancement and quarterly bonus programs.
BlackBeltHelp uses the open-source Moodle LMS to deliver and
manage training.
26
TRAINING
27. WWW.BLACKBELTHELP.COM
Phone: (844) BLKBELT | Email: info@blackbelthelp.com
Agents are required to pass assessments before taking a single call for
your school.
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TRAINING
28. WWW.BLACKBELTHELP.COM
Phone: (844) BLKBELT | Email: info@blackbelthelp.com
BlackBeltHelp’s support technicians have certifications such as:
BlackBeltHelp’s support technicians have experience in providing technical
support on behalf of higher education institutions that are using:
Ellucian® Banner®
Ellucian® Luminis®
Datatel
Peoplesoft
Blackboard®
Moodle
Jenzabar
Microsoft® Office®, Microsoft® Windows®, Apple® OS
Internet browsers
Password reset
Outlook®, O365® and web-based email/Zimbra®
Portal for financial/registration services
General portal navigation
Ancillary software packages
Web conferencing (WebX/AdobeConnect)
Telephony usage
Network connectivity (wired and wireless)
28
BLACKBELTHELP STAFF
30. WWW.BLACKBELTHELP.COM
Phone: (844) BLKBELT | Email: info@blackbelthelp.com 30
1
2
3
4
5
Provide approximate volume of tickets/interactions for a quote
BlackBeltHelp will share references, Statement of Work & Master
License Service Agreement
Q&A or Follow Up Meeting (if required)
Sign the SOW & MLSA
BlackBeltHelp will schedule a Kick Off meeting for
implementation, pilot & Go Live
BLACKBELTHELP – NEXT STEPS