ESS DEPARTMENT NETWORK, DATA AND WORKFLOW ANALYSIS PRODUCT IMPROVEMENT AND SUPPORT DIRECT ACCESS TO JAPAN R&D RELATIONSHIP MANAGEMENT WITH OEM PARTNERS.

ESS DEPARTMENT

• NETWORK, DATA AND WORKFLOW ANALYSIS

• PRODUCT IMPROVEMENT AND SUPPORT

• DIRECT ACCESS TO JAPAN R&D

• RELATIONSHIP MANAGEMENT WITH OEM PARTNERS

RUSSELL ANSELMO, DIRECTOR PRODUCT AND SYSTEMS SUPPORTSOLUTIONS AND SUPPORT DIVISION (SSD)

ESS SUPPORT INITIATIVES

• Continue improving Solution Support

• Continue improving Service Profitability

• Coordinate Creation and Implementation of technical bulletins

• New product launch support

• Continue to Improve new product service launches

• Develop and Implement FOC programs

• Improve Troubleshooting Guide Materials

• Products Quality and Reliability improvement

• Major account business support

• Continue improving Problem resolution time by reducing the escalation time for all escalation types

• Work with Parent Company to make our products better and enhance overall performance.

• Manage workflow discovery and product change requests

ESS ESCALATION PROCESS

INDUSTRY CERTIFICATIONSMCSE NT4, 2000, 2003 MCITP 2008

RED HAT CERTIFIED SYSTEM ADMINISTRATOR

SUN CERTIFIED SYSTEM ADMINISTRATOR

NOVELL CNE 3x, 4x, 5x, 6x AIX SYSTEM ADMINISTRATOR

CISCO CCNA G7 EXPERT

ECSA CITRIX PS4 ADMIN

CDIA+ N+

SECURITY+ CVE

VMWARE VCP CTT+

EXTENSIVE LAB OS RESOURCES

VMWARE VPSHERE 4 & 5 ESXi4 and ESXi5 SERVERS

VMWARE 7 & 8 WORKSTATION

ALL WINDOWS SERVER VERSIONS

WINDOWS XP thru WINDOWS 7

REDHAT LINUX 5, 6

NETWARE 5 & 6.5 CITRIX PS4, PS5

HPUX 11 SOLARIS 10, 11

AIX 4.3.3 FEDORA 7, 9, 12, 13, 14

AS/400 SYSTEM i5 AS/400 V4R5

SUSE LINUX 11.3 UBUNTU 5.10, 11.3, 11.04

MAC OS 10.3x, 4x, 5x, 6x, 7x MAC OS 10.6x, 10.7x Server

PARTNERED SOLUTIONSDOCUBREEZE eCOPY

EFI GRAPHICS ARTS PACKAGE KIP

MICROPRESS OMNIPAGEPRO

PAGESCOPE ENTERPRISE SUITE

PRINTGROOVE

RIGHTFAX UNITY

Vcare CREATE!PRINT

YSOFT SAFEQ

Note: See bulletin 6255 for complete list of supported solutions.

Server/Switch Room

TEST LAB HARDWARE RESOURCES

(5) DELL POWEREDGE 2950 SERVERS

POWEREDGE R410 SERVER

SNAP SERVER IBM SYSTEM 5 SERVER

SUN SUNFIRE V100 HP 9000

DELL MD1000 SAN (4) CISCO CATALYST 3550

CISCO CATALYST 3560 POE CISCO 1841 ROUTER

AS400 e SERIES 150 AS400 i SERIES 810

(4) DELL OPTIPLEX 980 (2) DELL OPTIPLEX 760

(2) DELL PRECISION 760 (3) APPLE iMACS

APPLE POWERMAC G5

ESCALATION IMPROVEMENT PLAN

R&IR&I

PCR

PERR&I

PCR Workflow Support Request

BT SSDBT SSD BT CSHQBT CSHQ Integration Support DivisionIntegration Support Division

ESS / SECESS / SEC

Field / Contact Support CenterField / Contact Support Center

Ticket

PCR PCR

SOW 1

Ticket

Workflow Support Request

SOW 1+2

Current flow Improvement Plan

Field / HotlineField / Hotline

ESSESS

ESCALATION IMPROVEMENT PLAN

Customer requests--ESS will ask the field to provide:– “Workflow Support Request” instead of PCR

•Field needs to understand and accurately report the customers workflow to HQ

• HQ will consider the solutions based on the customers workflowMajor Accounts--ESS will manage:

– “SOW” to confirm the request and deliverables•ESS will confirm the workflow and outline solution in SOW

– ESS will create the draft version for the field– ESS will send it to BT after confirmation from the field– R & D will provide the support and delivery plan

– “Account Status”•ESS will manage and share the status with the field

– At first, it will be managed manually– In the future, it should be managed via a escalation system

database

THANK YOU