Technician Role

As a Professional Technician within the deskside department my role has been to support ERIE's systems in the way of incident handling, device provisioning, and asset management. This year I have taken on the very different role of managing our walk-up service center (techlink). In this role I have taken on many tasks that go beyond the scope of the Professional Technician role including: Performance Analysis, Employee Management, and Process Design/Implementation. I have also taken on responsibility for our Ariba order approval process which supports both the Deskside and Service Desk teams. In addition to these extra responsibilities I have remained consistent with keeping up my work within my role while working on our branch redesign …show more content…
I have succeeded at these goals through developing my own proficiency with business tools such as: ServiceNow, Visio / IBM BlueWorks and the HDI admin site. Leveraging these tools and my knowledge of the support structure for these subjects I have been able to completely migrate the support tasks to our Deskside team.

I have also taken on shadowing assignments within two departments this year. In the User Experience/ Portal Technology department I am learning about the design process for our applications and how the leverage their ability to survey their agents in order to improve functionality. I have incorporated many these lessons into my approach with the techlink customer base, attempting to gather insight into their expectations of a walk-up service center. Within the Enterprise Architecture department I am discovering useful skills with facilitation and gaining a better grasp on achieving results while working with a group of people. I am also learning a great deal more about exceptional process mapping and design implementation, which has also allowed me to acquire a new skill with the IBM BlueWorks