2. Background Cires Technology founded in March of 2003 by Eric Hartmann. Reseller’s License Website : www.cirestech.com Email Addresses Certified Technicians 2
6. Problems Recording work orders Recording work preformed Poor Communication Outdated Web Site Delays in Solving Customers Problems Technician’s Availability Distance = 6
10. Objective Reduce Customer Problems & Response Delays Provide Unlimited Mobility Smart Phones with internet and Email for all Employees Laptops Deploy Ticket System Track Work Preformed Better Record Keeping Quicker More Profits 10
11. Requirements Help Desk Ticket System Integrating customer and employee database, ticketing system and advanced billing and accounting Accessible 24 x 7 Accessible on Network and Remotely Mobility Provided Mobile Phones with internet and email capabilty Provide Laptops to Field Technicians 11
12. Constraints Business Competition Cost of Goods Sold Too Few Customers Technology Continuously Changing Economic Travel Costs Limited Access to Capital 12
14. Option Chosen Option # 2: Commercial Off the Shelf Less time consuming More Support Features Setup a Helpdesk Ticket System Purchase Software and Hardware required Configure of Software Train Employees Better Communication All Employees get mobile phones with internet and email Provide Field Workers Laptops 14
16. Design Waterfall Method Each Phase follows the next Plan Purchase hardware and software Configure System Test System Train Update Website Mobile Phones – w/internet and email Laptops 16
17. Hardware Requirements Operating System 64 bit Windows 2003 or higher Latest Updates Software Protection Memory(RAM) Minimum eight gigabytes Hard Drive Two 300 gigabyte SCSI Hard Drives Network Dual Gigabit Network Cards Mobile Phones with internet and email 17
18. Software Requirements Database Application Customizable Accessiblity Application Based Web Based/Mobile Application 18
19. Database Configuration Create Containers Customers and Employees Types of Problems Department Groups Access Application Based Web/Mobile Based Email Settings Incoming Outgoing 19
20. Testing Three Types of Testing Stand Alone Ticket System is tested on server itself no network connected Network Test on the Local Area Network accessed by client application Enable receiving email for tickets and send emails to inform Web Configure Web settings Create Web Link 20
23. Risk Business Fails due to less business Tape Backups Server Dies Hard Drive Fails Files Corrupted 23
24. Reliability Vendor Regularly Tests Software Provide Free Updates Technical Support services over the phone or in person as part of the maintenance contract. New Server for Software Updated Compatible Maintained 24
25. Security IT Security Data Security Data Backed Up System Security Passwords Authentication Accessibility Physical Security Fire Extinguishers Detection Systems Hardware Failures Sensors System Temperature Room Temperature Moisture Water 25
26. Results Faster Response More Tickets Completed Information Easier to Find Less Paper Saves Trees Less Messy More Profits 26
27. Anticipated Results to Company Enhanced software will allow more service calls per day. Average 5 technicians can handle one extra site visit in a day at average ticket of $100 $100.00 x 5 technicians = $500.00/day Company profit share of each ticket x 30% Net additional profit to company $150.00/day x 5 days $750.00/week x52 weeks Additional profit to company per year = $39,000.00
Good morning Ladies and Gentialman Professor I am Eric Hartmann, My Project Today is about Cires Technology’s and How its going to Improve Records and Communications I founded and own Cires Technology Since March of 2003
I founded Cires Technology in 2003 after meeting someone the same age doing the same thing I am doing now. There are 17 employees in totalCEOCFOCOOCTOMarketingFinanceHR10 Certified Technicians
The goal of my company is to provide building, installing, troubleshooting and maintaining of computer hardware, software and networkingThe areas of expertise that we provide are shown on this slide.
This Chart shows how Cires Technology is Broken up Founder/CEOCOO – Handles Human Resources and MarketingCFO – Handles Sales Revenue and BillingCTO – Handles all the IT which is the heart of the company.As you can see:Human Resources is directed by the Chief Operating Officer and handles the employment, benefits and training of the employeesMarketing is also directed by the Chief Operating Officer and tries to find ways to bring in new businessFinance is directed by the Chief Financial Officer and handles all the sales, Revenue, Invoices, and expenses.
Information Technology Chart is broken up even further showing the structure of what the company is all about.It is Managed by the IT Manager who then reports to the CTO of Cires TechnologyHis Department is comprised of 6 Field Technicians and 2 Help Desk Technicians and are all certified. The Dispatch Submits tickets when calls come in or monitors the que for when tickets are submitted online, then passes the ticket on to Remote Services to try and fix the issues remotely. If the issue still stands it is then passed on to a field technician.All Field Technicians are familiar with the basics of Windows and Mac Hardware and Software for setting up. But each field technician is knowledgeable with certain technology such as Linux, Servers, Databases, Networking, and Web Development. When issues come up that are in a specific area that is more then windows or mac hardware or software, Help Desk assigns ticket to the specialized field technician.
The Problems Cires Technology faces in the lack of records for work orders work preformed. Cires Technology has no specific form for record keeping it is all over the place. The Employees are only supplied with the basics which does not include communication tools out of the office which is not enough in todays world to be productive in this field The Website also lacks excitement or information for the new customers
This is an example of what Cires Technology is and what we want it to become.
This is how the communication is today and what it needs to be
This is what you can see on the company website today, doesn’t give very much information besides the basics. Which we plan to change.
The point of this project is to reduce response delays and to respond to problems faster. Some of the ways we are going to do that is by providing mobile phones to all employees that will also have internet and email capability which will allow for faster responses between technicians, customers, and the office. Field Technicians will also be provided Laptops. And use mobile phones to connect to the laptop will provide the technicians internet to access the web version of the ticket system to update tickets and check for new ones.
In order to make business better a ticket system need to be set up that will hold customer and employee information, and records of service preformed and then passed on to billing.The System need to be accessible 24hrs 7days a week and Accessible Locally with application base and remotely with the web based for field technicians. As well as on mobile phones. For better communication and faster responses all employees need to be provided mobile phones with internet and email services and field technicians need to be provided laptops. Both mobile phones and laptops will be able to access the web version of the ticket system.
These are some of the Constraints Cires has mostly because of competition, money, knowledge.
Here are some of the options Cires Technology had when looking at changes to make1 was to do nothing 2 is to purchase a system from another company that is almost configured completely3 buy software with nothing configured.
Cires Technology chose option 2 Requires less time to set up Has more support incase problems happenAnd all the features needed
This is the Schedule of the project using the waterfall methodPhase 1 Examine the ProblemPhase 2 Determine the SolutionsPhase 3 Find Solutions Options and ExpensesPhase 4 Find FundsPhase 5 Order EquipmentPhase 6 Setup, Configure, Test SystemPhase 7 Input Customer DataPhase 8 Train Employees
Using the Waterfall method here are some major points that we explaining in detailPurchase hardware and softwareConfigure SystemTest SystemTrain Update WebsiteProviding Employees Mobile Phones and Laptops for field technicians
Here are the requirements system and mobile devices
Here are the Software Requirements for the system
The help desk database application is already configured by the vendor mostly but some areas like type of problems need to be configured while other areas are already specified such as time/date submitted time/date completedEmail settings need to be set for receiving emails that will generate tickets and sending emails to notify the right people.
Once the system is up and running testing will take place before it is used.First the server will be tested and tickets will be created on the server not connected to the network. Then once it shows expected results it gets connected to the network and is tested over the network on other computers. At the same time email services will be enabled to submit tickets by email and inform employees when tickets come in. Finally the application is accessed over the web with a specific link and user authentication. As well as mobile application on smart phones.
Project will cost 25,000 in totalHere is the cost for the required components of the project. Most are one time fees but things like the software and mobile phones have recurring fees for service. Software Annually is 1,500 Server one time is 2500 laptops are 5000 first time, mobile phones are 1500 for just the phones then another 50 for each phone operate everything. the labor to get the project completed will be 14,000
The benefits of the new system is provides faster easier tracking, provides more information, better communications with mobile phones and mobility for access outside the office. Which all add up to more business and more profits.
Whencires technology purchased the software they wanted to make sure the system was reliable so long with the software purchase we also signed a mainance contract if anything goes wrong the vendor will offer phone or in person support.
Because of how important the data is the system has to have several forms of security IT based with things like backups, and passwords and physically based such as fire extinguishers or sensors.
