Projects

Team Schedule

This is an interactive Team Schedule I created for my last team. It automatically updates to track team metrics.

Graphic links to workbook.

Agent self survey for proficiency on scoped material

I conducted a survey for my former team to pinpoint skillset improvement areas self identified by the support agents. This initiative helped us to address these shortcomings, leading to actionable strategies for elevating the team's skill. This was presented to the business stakeholders, including the considerations.

Considerations

The top listed subject that techs listed as not being comfortable with is Linux. We have tried directing users to the Linux Workplace group, and they are generally helpful, but there is currently not a formal escalation path for this.  The solution here isn’t to make everyone a linux expert, but to have better defined procedures in place for escalating such cases to the appropriate teams.

“VIO” is called out in several places, There is no realistic expectation that a non Subject Matter Expert would know anything about this.  VIO is Visual-Inertial Odometry (the process of determining the position and orientation of a robot by analyzing the associated camera images) and not something we regularly encounter (possibly Oculus related). 

 

The next topics are audio video items.  This is handled by the core team, and we rarely see those issues. If we do, it is going to be Zoom or Work Chat Video Conferencing, which is not common, unless we are using it to video verify someone or something of that nature. 

 

Lastly, there are Dev Servers. This is mainly for a reservation system for Vitrual Machines.  These procedures are well documented, and there is a training video on this subject.

External Quality Review

This is a workbook I created showing ares of imporvement needed as the result of survey metrics that did not meet service level agreements. Data is rolled up by region, both my month and by agent. 

 

Graphic links to workbook.

Process and Procedure Documentation

This is an example of some process documentation I did for TxDOT.  I did about a dozen of these, starting with creating the flowchart, and the applying it to the required documentation template. Clicking on the picture goes to a copy of the document.

Visual Task Board in ServiceNow for Loaner Devices

This is a Visual Task Board in ServiceNow I made for my current team at TxDOT.  This board tracks devices we loan to users onsite. This includes laptops, power banks, and projectors.  All history is retained and the objects contain who has the device, when it is due back, and who checked it out.