MACD – Technology Suite – Install

  • Created:
  • / Author: Peter Cockram

Technology Suite help guide for a New Install Manager (NIM)


AI Ticket must be made and referenced (with a link) on the new MACD ticket regarding the Technology Suite Project with a copy of the “RMs Approval” from an email sent to support@ceg-solutions.net.

Please Read:

Good service now means easy support later. 

A “MACD Ticket” can address many issues. Each issue can fall under Move, Add, Change or Delete. The following instructions have been created to generally help in the process of a MACD Technology Suite Install. This can be used for many “Technology Suite” types. Installing things like Routers to rewiring a new network and selecting the proper equipment is challenging alone but you will need to keep track of all data gathered.

Discovery: 

  1. Take the General Request of Service (GROS) from the AI Ticket and put it on the MACD Ticket. (Double check with the CM to make sure this GROS is what they want and turn it into a SOW.)
  2. Ask where the equipment room is in regards to the rest of the office.
  3. Ask if the equipment is easy to get to and ask for a picture. 
  4. Ask the CM to take a picture of each room where there will be work done by a Granite Tech.
  5. You might need a floor plan to help best understand the layout of the project.

Procedures: 

  1. Make a Project Folder on your X Drive (X:\CEG\CLIENTS\ACTIVE CLIENTS\Yes! Communities\Projects\Active\Network Upgrades)
  2. Place the folder in the “Network Upgrades” folder.
  3. Name the folder with the following format.
    • Ashli Oaks 5.9.16 / Name of Community with the Date you created this folder
    • Date Format 1.31.17
  4. Add the folder structure into the folder you just made for the project. You will find the folder structure here
    (X:\CEG\CLIENTS\ACTIVE CLIENTS\Yes! Communities\Projects\Active\Network Upgrades\__Use This Folder Structure in Folders)
  5. Each folder is made for a particular reason. A list below will help you understand what needs to placed in each folder.
    • Agreements and Orders – Agreements with ISP or any other vendor – Orders from any vendor.
    • Asset Inventory – If needed – A list of all equipment on site currently
    • Email Correspondence – Email correspondence from all parties should be saved here.
    • Equipment List – A list of all newly purchased equipment should be made and kept here.
    • Invoice – Granite Invoice and Granite Customer Sheet should be kept in here.
    • Layout, Network Diagram, Pictures – Please keep all picture history in the before and after pictures folders.
    • Site Technician – A Technician Close Out Template must be filled out and saved with a new name (Technician Close Out  Ashli Oaks.xlsx)
    • SOW – The Scope of Work Sheet should be saved in this folder. Click Here to get instructions on how to make out a SOW Doc.
  6. Create a SOW. Click Here to get instructions on how to make out a SOW Doc.
  7. If new equipment is needed add it to the “Equipment List” then send an email to the RM to get “Approval” for the purchasing of the equipment. Put the response email from the RM in the ticket and save it to the folder “Email Correspondence” folder.
  8. Order the new equipment.
  9. Put all the relevant data in the “Orders_CEG_Amex.xlsx” (X:\Purchases Inventory Shipping) for billing and tracking.
  10. Put the order info and tracking info in the MACD Ticket.
  11. Email Granite with a request to have a Granite Tech scheduled for the nearest possible date under regular pricing structures.
    Click Here for Template for Granite Request E-mail.
  12. Copy and Paste Outlook Invite onto the Ticket.
  13. Call the Community and confirm they have received the Invite.

On the Day of the Project

  1. Call the Community first thing at the beginning of your shift.
  2. Go over the Before Granite Install Procedures with the CM. Click Here for Resource – Before Granite Install Procedures for Client Awareness.
  3. When you receive a call from the CM and the Tech is on site ask to speak with the Tech.
  4. Go over the procedures required from the tech.
    • Send Before Pictures to support@ceg-solutions.com
    •  Tell the Tech we will check in on him every hour with a phone call.
    • Tell the Tech he will need to provide After Pictures before we can allow him to be signed out.
    • Tell the Tech we will need a scan or picture of the Granite Customer Sign Out Sheet before we can release him and authorize a CM to sign the Granite Customer Sign Out Sheet.
  5. Open a “Technician Close Out Template.xlsx” from the Site Technician folder in your project folders.Click Here for Technician Close Out Template
  6. Get the first round of information on the Tech (Get this info on first contact with Tech; marked in Red ).
  7. Client Name, Location, Address 
# Category Response
1 Client 
2 Client Location ID 
3 Service address 
4 
5 Work order request date 
6 Technician scheduled arrival date and time 
7 Start date and time 
8 Stop date and time 
9 Release date and time 
10 Total project time reported by technician 
11 
12 Technician company name 
13 Technician name 
14 Technician cell number 
15 Technician email address 
16 
17 1st hourly status update call time 
18 2nd hourly status update call time 
19 3rd hourly status update call time 
20 4th hourly status update call time 
21 5th hourly status update call time 
22 6th hourly status update call time 
23 7th hourly status update call time 
24 
25 Contacted client to go over check-in/out procedures? 
26 Services tested and working per SOW? 
27 Install environment reviewed by CEG? 
28 Did work performed meet CEG standards? 
29 Before pictures received and filed? 
30 After pictures received and filed? 
31 Has the tech sign-off sheet been received, scanned and filed? 
32 
33 Technician check-in by CEG employee name 
34 Technician check-out by CEG employee
  8. Put the Technician Close Out Template in the Ticket and fill it out as the project proceeds.
  9. When the project comes to it’s closure it will become very important to communicate with the CM and the Tech that nothing can be signed before all requirements are met.
    •  Computers, phones, printers and networking equipment tested and working.
    • Ask the CM if there is anything missing or is there any concerns that should be addressed.
    • Ask for a unsigned copy of the Granite Customer Sign Out Sheet and save that to your ticket and to the project folder “Invoice” as well.
    • Check the After Pictures to see if the workmanship is up to CEG Standards.
  10. Keep all records of the project in the Project Folders and on the FreshDesk Ticket.

This is a example of good work and bad work:


Bad Install
Bad install

Goo
Good Install