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Will you join us at the March Help Desk Northwest meeting?
MultiCare from Tacoma and Greg Charles, ITIL Master from Computer
Associates, will be sharing how ITIL can make an impact on your IT
department. Please invite others from your IT department. Our
meetings are f#ree and everyone is welcome.
We're looking forward to seeing you at Swedish on March 15th for
this excellent and in-depth discussion about applying ITIL in your
own IT department.
P.S. Be sure and visit the MultiCare website to learn how you can be
part of their Million Minute Mission. MultiCare and the YMCA of
Tacoma-Pierce County are proud to present a new county-wide
initiative designed by MultiCare and the YMCA to improve the fitness
and health of our community.
Click here to learn more and access f#ree weight training tips,
recipes, and more.
Ivy Meadors, President Northwest Call Center Professionals and Help
Desk Northwest
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Meeting Details |
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Case Study: MultiCare and CA co-present: Exploring ITIL: What is
ITIL, How Does this Methodology Align Service with the
Business Needs. How Does ITIL Work?
Using the IT Infrastructure Library (ITIL), many companies,
including some of the largest and smallest in the world, are
finding it an easier way to successfully achieve their
goals. ITIL best practices serve as an example that can
guide organizations to help reduce business risks, improve
the ability to deliver expected levels of service and
support, and tighten the alignment of IT to the business.
Come hear and discuss how organizations, public and private,
large and small, are implementing ITIL. Hear about the
benefits and challenges these organizations are experiencing
and what implications it has for your business, as well as
key issues surrounding the integration and utilization of
ITIL processes.
Multicare from Tacoma will be sharing their "real"
experiences presenting along with Greg Charles, our speaker
and certified ITIL Master.
About our speaker:
Greg Charles, Ph.D., is a Principal Consultant in CA’s
Technical Services organization. Since joining CA in 1998,
he has continually been focused on meeting clients' business
challenges through CA's Enterprise Management solutions on
both distributed and mainframe platforms.
Currently, he leads both CA’s ITIL and CA’s Sarbanes-Oxley
practices for the Western United States. Prior to CA, Greg
held various positions within Fortune 500 companies,
including TRW, implementing and managing help desk
applications for both mainframe and distributed
applications.
Greg has been an IT professional since 1981, and holds a
Ph.D. in Business Ethics, attained after completing his
undergraduate studies in Information Technology.
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Monthly Sponsor |
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iConclude
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- Too much escalation and too many pagers going off?
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software from iConclude can reduce alerts and escalations,
reduce resolution time, and create huge savings.
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System works with your existing solutions to self-heal
systems or enable service desk personnel to diagnose,
repair, and maintain mission-critical applications in a
repeatable way.
Download our FREE whitepapers to learn more:
ITIL Process and Problem/Incident Management
To p 10 Misconceptions of Problem Management and Incident
Resolution
iConclude provides problem management and incident
resolution solutions that increase ITIL incident and problem
management visibility, reduce escalations and false alerts,
and streamline the resolution process.
Our managed automation technology self-heals systems and
enables frontline operations and support teams to diagnose,
repair, and maintain business- critical applications in a
guided and repeatable way. By providing access to critical
problem resolution information and leveraging investments in
your existing service desk and system management products,
our solutions reduce support costs, time to resolution, and
system downtime.
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News and Events |
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Opportunity to Attend an Incredible Help Desk and or Call Center
Conference for a Deep Discount, or Even No Fee
NWCCP and HDNW boards have agreed to align our organizations
with three primary conference events; ACCE, Help Desk
Professionals (HDP), and the Government Customer Support
(GCS) conference and expos in exchange for very aggressive
discounts made available only to our members. You rarely see
these deep discounts to attend conferences, so take
advantage now.
Our members are also offered the opportunity to be
considered to join the faculty of these events in exchange
for free passes or even deeper discounted passes. There are
a small number of these exclusive, highly rewarding,
volunteer opportunities available.
Anyone who volunteers for at least 3 hours is eligible for
50% off the conference you volunteer at! To learn
more, email nwccp@hthts.com or call 425-398-9292 and ask for
details. Be specific which event you are interested in and
what role you would like to perform.
______________________________
The 5th Annual Government Customer Support Conference and
Expo for Call Centers, Help Desks, and Service Portals -
Arlington, VA June 14-15, 2006
The Government Customer Support Conference and Expo (GCS) is
the only event of its kind in the United States with its
focus on "Establishing Advanced Federal, State, and Local
Contact Centers, Help Desks, and Service Portals.
Captain Geoff Abbot of the U S Coast Guard from the Katrina
and Rita disasters will be keynoting about leadership during
a disaster.
Visit www.governmentconference.com to check out the rest of
this incredible program.
Anyone who emails GCS@hthts.com and says they are a member
of NWCCP, HDNW or NWSP (Portland) will receive a special
discount of $250 off the full conference fee until May 1st,
2005. Call 425- 398-9292 for more information and to
register.
______________________________
ACCE - Seattle September 11-13, 2006 has gained
momentum over the past two years in Seattle and is now
proudly recognized as the “must-attend” conference in the
call center industry. Local support for the conference has
been amazing thanks to the involvement of HDNW & NWCCP
members. We hope to make 2006 the best event yet, and with
your help, it will be!
Discount
Many of the offers you receive are not offered to anyone
else, ever. These are special incentives to thank you for
your support. We will begin the year by offering you 25% off
2005 early bird pricing! This discount will be good through
the end of March. If you plan to attend ACCE, this is your
chance for really big savings.
To save 25% off 2005 early bird pricing, simply call
800-441-8826 and use priority code NWFEB. This offer expires
March 31, 2006 and will not be offered again.
Volunteer Opportunities
We will also have special volunteer opportunities available
to HDNW & NWCCP members. At the meeting in March, I will
share information with you about these opportunities. Again,
anyone who volunteers for at least 3 hours is eligible for
50% off the conference!
Free Premium Pass
A free premium pass to ACCE 2006 will be given away at the
meeting. This might be your chance to attend ACCE for FREE!
Must be present to win.
As the west coast ACCE representative, Rebecca Dawson, I am
always here to answer your questions. Please feel free
contact me via e-mail at rebecca@the-event- solution.com or
(206) 378-4409.
______________________________
The 8th Annual Help Desk Professionals Conference and Expo
will be held in San Antonio, September 25- 27,
2006 at the Hyatt on the Riverwalk, just across the
street from The Alamo!
We have an incredible program already under construction -
one that will truly rival other similar Help Desk
conferences. The program includes topics focused on
leadership to a level rarely experienced at a conference of
this nature. ITIL will be a key part of the program. Our
exclusive Mastermind discussions lead by experts will be
held on the primary topics relative to our industry.
If you are interested in being part of the event, email
HDP@hthts.com as soon as possible. There are still a few
board positions left and a handful of volunteer
opportunities. Ask others who were volunteers last year -
they loved it! Proof: many are coming back and volunteering
again.
This event continues to draw return attendees, many having
attended all seven prior years. Our programs are fresh and
innovative and explore topics that many don't approach at
other similar conferences.
To register or get involved call 425-398-9292 or email Ivy
at ivy@hthts.com.
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Resources |
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2006 Tech Support Salary Survey
Good news (finally) on support pay: Salaries rose last year
by 5% to 12.5%, across all seven categories that the ASP's
annual compensation survey tracks. As always, this
closely-watched report is only available via the
ASP's members-only page: http://www.asponline.com/login.php
Given the topic of VoIP at the February meeting and the
high interest, here are a few additional resources that you
may find useful. A handout was provided to those in
attendance loaded with many other resourecs.
Check out these additional resources:
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Job openings and Available Candidates |
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HouseValues has an opening for an Operations Analyst –
Workforce Manager. The individual must have strong call
center analysis experience, thrive under pressure, and want
to take the lead in developing a best-of-class workforce
management operation.
Contact Kylee Tonkin at kyleet@housevalues.com or 425-952-
5405.
High Tech High Touch Solutions has two sales position
available. They will be working for me, Ivy Meadors. One
position is for a commissioned sales person to sell
sponsorships for our conferences. This individual can work
anywhere in the United States from their home.
The other position is for an attendee sales person
who contacts our prior conference attendees and reaches out
to new attendees to invite them to come to our events. This
role also includes office administration. The position is in
Woodinville, but does offer some limited work at home
opportunities.
Please contact Christine our executive assistant for details
or to set up an appointment to talk to me about the roles.
She can be reached by email at Christine@hthts.com or by
phone at 425-398- 9292.
Attachmate/WRQ has an opening for a Sales Services
Representative. You will be a part of a team that
participates in and supports all sales activities. You must
have previous expereince and multi-lingual skills are a
plus.
Please contact Elaine Kaspar at elainek@attachmatewrq.com
for more information.
Classmates.com has 21 job openings that have
just been announced. Contact Carole Todd Anderson at
425.917.4722 or email canderson@classmates.com.
Please send your listings to nwccp@hthts.com to be included
in the next announcement.
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Directions to Meeting |
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Driving and Parking Instructions to Swedish Medical Center in
Seattle at 747 Broadway in Glaser Auditorium on the 1st
floor
From the North, traveling south on I-5:· Take I-5
southbound to the James Street Exit (No. 165A). Turn left
(east) onto James. Travel for six blocks to the intersection
of James and Broadway. Turn left (north) onto Broadway and
travel 1.5 blocks. Turn left into the main hospital
entrance, and follow the signs to the underground parking
garage.
From the South, traveling North on I-5:· Take I-5
northbound to the James Street Exit (No. 164A) · Turn right
(east) onto James · Travel for six blocks to the
intersection of James and Broadway · Turn left (north) onto
Broadway and travel 1.5 blocks · Turn left into the main
hospital entrance, and follow the signs to the underground
parking garage.
From the Eastside, traveling west on I-90:· Take I-90
westbound to the I-5 North Exit (No. 2C) · Take the James
Street Exit (No. 164A)Stay in the right lane and turn right
(east) onto James · Travel for six blocks to the
intersection of James and Broadway · Turn left (north) onto
Broadway and travel 1.5 blocks · Turn left into the main
hospital entrance, and follow the signs to the underground
parking garage.
From the Eastside, traveling west on SR- 520:· Take
SR-520 westbound to the I-5 South Exit · Take the James
Street Exit (No. 165A)Turn left (east) onto James · Travel
for six blocks to the intersection of James and Broadway ·
Turn left (north) onto Broadway and travel 1.5 blocks · Turn
left into the main hospital entrance, and follow the signs
to the underground parking garage.
Parking: You will need to park in the main garage
underneath the hospital, There is a charge to park. You may
be able to find parking on the street, but it is metered.
Bus Service: The Number 9 bus goes right by the hospital.
Several others, such as the 3 and 4, stop one or two streets
over from the hospital (cross streets are Madison, Broadway,
Minor, and James).
Directions to Glaser Auditorium: · Come into the main
hospital entrance at 747 Broadway · Glaser Auditorium is on
the first floor · From the main lobby, follow signs to the
Southwest Elevators. · When you reach the end of the hall,
take a right. · The auditorium will be on your left.
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Note from Ernie |
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Ernie Hayden shares his gratitude
Dear Friends,
Well, it has been six weeks since I’ve tried to fly from my
attic without the appropriate equipment! It is hard to
believe that the time has gone by so quickly. Fortunately I
continue to heal each day.
My doctors are happy with my healing progress. Even though
my mental sprits are high and I feel good and without pain,
it looks like my return to work won’t be until early April
in order to allow my vertebrae and ankle to heal. The good
news is that my ankle cast is scheduled for removal on March
7th and I should then get a walking boot thus allowing me to
drive and be a bit more mobile.
Anyway, I want to personally thank each of you for your
support, prayers, thoughts during this rather challenging
time for me and my family. I especially want to thank each
of you who don’t really know me but you still sent wonderful
wishes for my recovery! All of your comments and thoughts
are very touching to me, my wife Ginny, and our daughter
Karina.
Again, many thanks to all of you for your wonderful support
and positive wishes and I look forward to meeting all of you
someday!
Warm regards,
Ernie Hayden
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