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Outsourcing services

 

Management and operation of computer data center, running 24 by 7
Manage User HelpDesk, serving as first point of contact for all users  

BLT (Billing Logistic Tracking, by Remedy software www2.remedy.com ) call monitoring and re-direction to respective support

Job Monitoring and Job Abend Escalation (via pager or phone call) to support personnel. We are also familiar with the SysAdmiral

Alert and Immediate Escalation for DC (Data Center) emergencies (eg. power outage, server down, network failure etc

 Print job monitoring and trouble shooting for print job problems, report paper handling and sorting to “pigeon holes” for collection by users .

Regular or Ad Hoc tape Backup/Archiving services including tape labeling, running backup routines, tape mounting and removal

Proper handling of backup media including systematic media re-cycling, storage/retrieval from tape vault and off site storage facility

Tracking DC consumables (eg paper supply, tape cartridges, ribbons, toners) and weekly stock level reporting and alert for low supply situations

Documenting, updating, recording and proper filing of all DC procedures for easy reference (eg. during training or reporting to management)

We also submit a monthly DC Operations Report which summarizes all logged calls received with an analysis breakdown by problem type (eg, number of job aborts, printing problems, LAN problems, application access problems etc) 

Our DC team includes an on site DC Outsource Manager to handle enquiries and resolve service issues. Our Manager will also attend weekly update meetings with your IT management for discussion on current issues and to review DC procedures.

We deliver additional value added consultancy services including analysis of your current work procedures and recommendations for process improvements. We work closely with your IT department to realize better services for all users of your company Data Center. 

Infrastructure

HPUX servers, NT Servers, TCP/IP network, Line and laser printers, tape backup devices

Servers: 42 units HP9000 Servers, 1 unit HP3000 Server, 9 units HP NT Servers

Printers: 2 units HP LPQ1200 Line Printers, 1 unit HP 2567C Line Printer, 1 unit HP F100XP 5000 Laser Printer

Tape Backup Systems: 1 unit HP DLT4000 Tape Backup Drive, 4 units HP SureStore DAT24x6 Tape Backup Drive, 7 units HP SureStore DAT24 Tape Backup Drive,5 units HP DCLZ Tape Backup Drive, 1 unit HP SureStore DLT80 Tape Backup Drive, 3 units HP SureStore DLT Library Model 7215w Tape

PCs: about 2,000 units

 

  
Maintain and support WorkStream Open 6.0, 24 by 7

On call support (via pager) to all production facilities.

Managing and prioritizing user requests (UR)

System investigation to resolve WorkStream (Manufacturing Execution System) report and application usage problems

Assisting production facilities personnel to implement new or modify existing facilities, products, routes, operations, lot traveler, screen bundles, user exits, and other WorkStream specific features

Monitor WorkStream jobs on 24x7 basis (some jobs monitored via SysAdmiral)

Developing and maintaining WorkStream custom reports using Unix shell scripts, COBOL, and Informix 4th GL

Maintaining and supporting WorkStream interface systems (eg with finance department modules)

Extracting and publishing WorkStream data on company intranet Web sites

Submitting to management weekly activity reports summarizing all logged calls, summary of open and closed calls, including resolution time, and a monthly summary report with UR breakdown analysis by facility and TAT performance 

Our team is managed by a WorkStream Outsource Manager who will be on site to attend to any service issues. Although our outsource operation is transparent to your IT management, we keep you updated through weekly meetings to review current issues and report on pending matters.

Our goal is to work with you to deliver outstanding WorkStream support services to all production facilities and fully leverage your substantial WorkStream investment in realizing improved factory floor management and manufacturing cost effectiveness.