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MSLC Help Desk Timeline 2015 to Present
This timeline represents historic events in regard to the MSLC help desk environment from 2015-present
Created by
Rick
⟶ Updated 3 Jan 2018 ⟶
List of edits
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Events
Rick Sanders Starts as a temporary employee
Rick Sanders is hired on as a full-time MSLC employee and is given the responsibility to supervise the help desk team
Marc Doades is hired on as a full-time MSLC employee
Rick Sanders is promoted to IT Senior Consultant and given the responsibility of managing the IT Helpdesk Team
Kip Stephenson moves from the Helpdesk team to a business position within the firm
Neil Barrett resigns from the firm
Michael Shumaker is hired as a contractor to replace Kip Stephenson
Michael Shumaker resigns
Tom Burris is promoted to IT Consultant
Andy Hootman is hired as a full time MSLC employee to replace Neil Barrett
Andrew Hoernschemeyer is hired on as a full-time MSLC employee
Andrew Hoernschemeyer is hired on as a contractor
Patrick Trent is hired as a contract employee to replace Kip Stephenson
Tom Burris is reassigned to employee processing (On/Off-Boarding)
On/Off-Boarding processes/queues designed and implemented
Otis McCallum is hired as a contract employee and assigned to Lease Replacement Processing
Daniel Goelz and Marcus Winbush are hired as temporary interns to assist Otis with Lease Replacement Processing
Daneil Goelz and Marcus Winbush internships expire
Andrew Hoernschemeyer is reassigned from Lease Replacement Processing to the Help Desk
Marc Dodes is promoted from the Helpdesk to the Systems Administration Team
Andrew Hoernschemeyer is assigned to Lease Replacement Processing
Lease Replacement Processing is put on hold by CBIZ
Otis McCallum reassigned to the helpdesk in the area of computer imaging/configurations
Consolidated the Help Desk Software installation repository
Implemented Blancco Data Erasure Solution
BomGar remote assistance solution is implemented
Otis begins development of a Windows 10 base image
E6540 Laptops start failing and cannot be replaced due to warranty expirations
All Lease Replacements were migrated for the first time ever
Lease Replacement Procedures are finalized and implemented
IT Site Contact Training begins
IT Site Contact Training Concludes
Triaging of tickets is changed from a "free for all" model to an individual assignment model and ticket categories redifined
Redifened Ticket Priority Definitions for the Firm
Computer Imaging process breaks down
Computer imaging process restarts
Lease Replacement Queue is created
