2. 1
Agenda
• Projects & Work
– Help Desk Sharepoint Overhaul
– Investment Products Cheat Sheet
– Help Desk Survey Analysis
• Growth & Company Introduction
– Networking
– Other Business Areas
– Boston Trip
• Me
– What I Got Out of My Internship
– Looking Forward
3. 2
Sharepoint Overhaul
• Led a team of Help Desk reps from MMK, COV, and
SLC
– Norm Reynolds (MMK)
– Ryan Scheunemann (SLC)
– Sonya Kinch-Monyem (COV)
• Multi-step overhaul of the Help Desk Sharepoint:
– Identified and removed older documents & entries
– Reorganized document libraries
– Replace old & removed entries & documents
– Added new features: Calendar, Problem Resolution
4. 3
Sharepoint Overhaul
1. Meet with MMK Help Desk Reps to survey
2. Create spreadsheets and flag pages & entries
3. Survey MMK Help Desk Reps re: entries
4. Use information to make changes
5. Seek out replacement documents & processes
6. Reorganization
7. Adding & testing new features
8. Implementation
6. 5
Sharepoint Overhaul
• Consolidated entries into Processes, Coaching,
Administrative folders
• Updated Adhoc and Executive Services Folders
• Created new features:
– Help Desk Calendar
– Problem Resolution
7. 6
Fidelity Investment Products Cheat Sheet
• Created as a response to the new conversions
metric
• Tool for conversions and more effective BDLs
• Describes:
– Retirement & IRAs
– Cash Management Accounts
– 529 Plans
– Managed Accounts
– Fixed Income & Bonds
– Life Insurance & Long Term Care
10. 9
Help Desk Survey Analysis
• Asked:
– How satisfied are you with the help
and coaching you have received
from your TEAM help desk? (Rate 1-
9)
– How would you rate their knowledge
of trading, markets and systems?
(Rate 1-5)
– How would you rate their knowledge
of all things SPS? (Rate 1-5)
– How comfortable do you feel in
bringing a problem to your Help Desk
for help? (Rate 1-5)
– What has gone well with technical
coaching?
– What could be better with technical
coaching?
– How many hours of technical
coaching and development do you
receive per month?
– What can the general Help Desk do
to improve service?
– How have we done on rolling out
system changes, updates, and
trainings for you?
– Please describe any problems you
have had in reaching the Help Desk
last quarter through the phone.
• 102 Responses
11. 10
Help Desk Survey Analysis
• Organized by Qualitative and Quantitative
Responses
• Listed responses and trends by:
– Site
– Help Desk Rep
– Stock Plan Rep
– Issue Described
12. 11
Help Desk Survey Analysis
Green/Dark Green are Positive/Very Positive comments.
Red/Dark Red are Negative/Very Negative comments. Black is no response; White is neutral
15. 14
Networking
• James, Amanda, Kate
• Business unit managers
– Steve Chabot, Tracy McIntosh, Nancy Pelton, Steve Yabroudy, and
more…
16. 15
Networking
• WI
• HNW
• Service
• PAS
• PRA
• Business Analytics (Enterprise Technology)
• Covington SPS
• Salt Lake City SPS
• Boston…
17. 16
Boston Trip
• Boston Blitz with Steve Yabroudy, James &
Amanda
• Visited:
– Fidelity Capital Markets
– Family Office Services
– Congress Street Branch
– Fidelity Consulting Group
