CompuCom Systems Inc. [IT related work experience]
As a CompuCom team lead assigned to the GE contract I worked on a few projects summarized below that benefited the L2 Northeast regional team.
Technical (PCOS Demonstration)
S – CompuCom develop a internal software application that is required by all technicians to run for every migration called PC Osmosis. The program is designed so tech’s can edited and configured templates in order to support multiple image configurations.
T – I was approached by CompuCom’s VP in shared services to demonstrate the programs functionality to a number of our customers as well as their IT leads, throughout other programs, up until then it was strictly utilized under only the GE contract.
A – I met with our VP an hour before the meeting in the conference room for a run down on how he wanted the presentation handled. I already had extensive training on PC osmosis so highlighting key selling points to our customers was the only challenge. There was a minor issue that arose and caused an error during the backup. However, I managed this issue by walking the technical associates through reading the logs to determine the point of failure. It was a simple handle error from having mismatching templates, which after they were correct passed flawlessly.
R – The demonstration went down as a success and the VP forward emails of gratitude all the way up the latter and now the PC Osmosis application is being utilized through a higher percentage of our CompuCom DTU service programs.
Management (Training Documentation)
S – As a team lead I assisted with onboarding and training technicians on our internal parts ordering system.
T – There was a high percentage of rejected parts, due to a lack of updating training documentation.
A – In a period of 3 months, I collected and evaluated all the data for part rejections and updated the company’s documentation.
R – The final revision I included a table of contents, Frequently Asked Questions, and best practices section. After having my manager approve and sign off on the training documentation, the team and I added it to our knowledge exchange and made it the new training material for parts ordering. In addition, another team lead and I hosted a webex meeting that was recorded for future reference. The new process not only cut down the part rejections by approximately 80% it also eliminate hours of overhead for Team leads training new hires during initial onboarding, this was valued throughout all regions.
Management (SN Reporting)
S – The responsibility of overseeing the metrics for the southeast region required running reports in service now to compile all incident closures, then exporting and filtering monthly data. In addition, notifying and requesting root cause analysis from the 28 technicians in multiple remote sites.
T – Waiting on responses through email from each tech for their RCA data, in order to report back to my manager took a great deal of time.
A – Considering some alternatives, I came to the conclusion that there was a more efficient way to compile the data for RCA’s. I decided to create a custom list on SharePoint under our regions page that allowed me to upload the data. Afterwards, I was able to have the team post all RCA updates online and then forward to my manager when complete.
R – The reporting was significantly streamline. Therefore, instead of uploading the metrics at the end of the month only to gather RCA on failures, it was beneficial to run the report bi-weekly, allowing us to catch and eliminating 15% of the incident failures in our region.
CompuCom is an IT services and solutions company that provides End-user services such as Asset Lifecycle management, desktop and applicaiton management, mobility, cloud and data solutions.