VIP Support Processes
+ - Break / Fix
+ - Engagement Process
US / Canada
SEB+ at HQs sites
(Atanta, Cincinnati, Erie)
Direct call to local technician
All Others
Call to business specific helpdesk
EMEA
ASPAC
Latin America
+ - Escalation Process
~>Escalation Process
~>Escalation Path
+ - Scope
+ - Who?
+ - Energy / O&G
EB+ -- 311 headcount
+ - Aviation / Transportation
HQs SEB+ -- 70 headcount
(Cincinnati and Erie)
+ - Where?
Energy / O&G
24x7 support for EB+
Atlanta
Schenectady
Houston
Wilmington
Greenville
All other sites supported during normal business hours
Aviation / Transportation
24x7 support for SEB+
Cincinnati
Erie
All other sites supported during normal business hours
+ - What?
+ - Other sites / EB support
User calls helpdesk to initiate ticket
Ticket is prioritized and escalated per process
24x7 support at major Energy sites
Meeting support
+ - HQ Officer support
Same as standard EB support but also includes:
Direct call to tech to initiate ticket
SEB+ home support at major sites
Added value services like: Patching, Training, and Maintenance.
+ - Home Support
+ - Network setup
Wireless LAN Router
Wireless Security
Break / Fix
+ - Connectivity
LAN: Wired/Wireless
ISP
VPN connectivity
+ - Extended Services
+ - Training
New product training (i.e. Safeboot, E2K)
+ - Patching / Updating
Monthly updates for officers:
SAV updates
TSG patch utility
Other application updates
+ - Backup
120GB USB backup
~>Process
+ - Meeting support
+ - Event types
Officer Staff meetings
Session C
SI – Growth Playbook
Session D
SII – Finance meeting
Shareholders meeting
Boca Global Leadership Meeting
Business specific ops / leadership meetings
+ - Components
A/V
- Projectors
- Conf room displays
- Phones
Network
- Wired
- Wireless
Client
- Secure presentation laptop
- Client support
+ - VIP Transition
New hire
Transfer to another GE business
Termination
+ - Assett Management
+ - Procurement
Full VIP client technology stack:
Laptop / dock
Flat panel display
Backup solution
Blackberry
Cell phone
Accessories (Travel adapter, USB thumb drive)
Accounts
+ - Management
CA Unicenter ITAM
Blackberry assett management
+ - Disposition
VIP Lead handles all equipment disposal and ensures data privacy
+ - Account Management
Domain (PSAMER, GEAEEVENDALE, etc...)
Blackberry (BES)
Mobile provider
VPN
Exchange
+ - Special Projects
Safeboot
E2K
Windows XP
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