Worked in Trimble Corp. "The Pit" 24/7/365 Global Support Core
Pros: ability to create my own process to solve everyday problems with minimal supervision
Cons: shift start to end challenge maintaining ticket sla matrics
The Pit support Trimble Corp products distributed in a global setting.
Handled english and spanish speaking customers world wide. The daily situation was dynamic and fast pace utilizing global support group strategy and associated tools. The product included a very intricate firmware unit with sat, cellular connectivity including firmware updates and SQL server data flow from unit thru client site servers updating corporate master database. Handled daily problem tickets with high percentage first call resolution. Also VPN or collab client server and workstation software install and troubleshooting. Server installation, setup, and followup through anomalous challenges. Update to Remedy Help Desk software and accounting and CRM salesforce data. Rollout and associated problems. Also tag team for Citrix server and client challenges. This situation contained high volume dealing with Coporate principals down through technicians. The challenges of OJT with little documentation created great learning curve but satisfaction through process success utilizing vast skillset gained over entire IS career.