It’s Monday, and I’m struggling to think of a witty introduction to the End of Day today… that’ll teach me for volunteering to be Editor today! It’s been a busy Monday around the business, so on with the End of Day updates from around the business.

Chris, who was like a stranger to Comms today, brings us this update:

“I’m back after my week off and I can safely say that I need another week off now.
Today has been the usual hectic Monday that we have come to expect.
Here’s the comms update for today

Bob – He’s continued fighting the spam battle and working on Postini comms.
James – Has been wandering the forums helping our customers with their queries.
Matt – Continued writing his monster blog post on faults processes.
Mand – She’s been doing her normal rounds of problems, forums and home phone queries.
Chris – I’ve been catching up on a weeks worth of email while trying to update some internal ticket information.

All in all, it’s a normal Monday. Until next time, take it easy. “

Emily from Development:
“Hello, hope you all had a great weekend. I had a good one, went to London with my family.

Yes, it’s Monday again! New week, everybody is fresh and ready to do some excellent work this week again!
We’ve had some changes in the Development department lately. Rys for example has just started to work in Ben’s team (which makes Ben very happy. A helping hand is always good). Rys will have to learn many new things but he seems to enjoy it so far.

Robert has started in a new team as well, he has joined the Remote Development team. He has been thrown in to the deep end straight away because he is on his own this week. Ben L is on holiday and Rowan is in India all this week. Wow, that is great! Hope he enjoys himself and gets back with loads of fantastic experiences to share. He will be working from there and he promised us some nice pictures.

Our team is concentrating on MAAF Phase one problems and bugs this week. Farhan, our team leader has prioritised the problems which needs fixing before we start Phase 2.

We are always trying to improve our customers experience and Kat has been working on some enhancements lately in order to make life for you, the customer, that little bit easier.

That’s it from me today, hope you all had a good start of the week.”

Mike from Networks brings us the update from Networks:

“Hi, Gricey again with our Monday Networks EOD. Mondays are always a particularly busy time of the week for our department, here’s a run down of what most of us have been doing…

Mike P: Email config changes with relation to spam
Geoff M: Postini subject line tagging
Ben B: Web storage migration (a personal favourite of mine)
Sarah R: Phone system problems, webstats & authentication database resiliency work
Dan P: Tickets, mainly business related
Denis A: IWF Phase 2 work, network change preparation
Josh Berry: Documentation and Peer Reviews
Matt R: Tickets, mainly email and traffic management related
Mark L: Lighting our new DSL pipe segment and Ellacoya monitoring changes
Rich P: Work on decommissioning some redundant Parbin kit
Rizwan S: Housekeeping, Monitoring
Russ M: Some fixes for PAYH and getting back into the swing of things after his overly long vacation…
Mike G: NetApp prep work, Brightview integration work, writing training documentation for our ops team

Out of spite for Russ having an overly long holiday, he will be bringing you tomorrows update.

TTFN!

Gricey”

Chris from Marketing brings us this update:

“It’s been a busy start to the week in Marketing as we’ve been joined by our new Web Designer Tim. I’m sure you’ll all join me in welcoming him to PlusNet. We’ve continued work on some upcoming print ads and I’ve cracked on with some PR preparation work. We’ve also started our 1-2-1 reviews and been blessed by the return of Nicks Christmas jumper! Roll on Tuesday “

Products bring us their update via Darren:

“Monday, the day everyone looks a little gloomy after an eventful weekend. So what have the Product team been up to today?

Dave’s still working on the never ending BT asset audit, fixing accounts on wrong profiles and working through the Port ticket pool. (Ed: And when’s he starting the Starboard one?)

Shaun’s continued work on churn analysis, MAAF reporting, lots of other reporting (the list goes on) and working on the company dashboard.

Maria’s been working from home and feeling a little worse for wear. She’s been reviewing the Product’s matrix and planning for the operational review.

Rich has been working on the VoIP platform and a few MAAF issues.

Ian has been preparing for some supplier visits and working on the roadmap for products in 2008.

I’ve been busy with general Monday reports, chasing up some Hardware issues and working through some backlogged daily reports.”

Adam from Business Support:

“A straight-forward day for BSC again, Paul has been working the retention faults role helping to deal with escalated and helping to turn around customers who are threatening to cancel. Part of this role on our team is to deal with home phone faults, we are still seeing a higher than usual number of these which we believe are caused by the bad weather conditions that’s hitting most of the UK at the moment so its to be expected.

Andy has been answering tickets and has maintained our 1 hour ticket SLA, calls are also under control and things have been a bit quieter on that front today but all that means we should be in for a very good day stats wise again.

Myself, Keith, Alex and Jon have been chipping away at the logged faults pools again and we are are almost within answering every fault ticket within 72 hours on all pools, so our aim as always will be to work as hard as possible pull this back to an answer on every ticket within 24 hours. Watch this space though as plans are afoot to possibly have a dedicated faults team separate to business support. Personally I think that would be a great idea as it will help BSC focus on business customers as a priority rather than logged faults and will mean that the faults team should be able to pull faults towards being touched (this also means an an attempt to call the customer) every 24 hours and maintain that too. Mick despite having started his new role in QOS/training has also been performing an extraordinary act of double tasking and helping out with logged faults too, give the man a cigar!”

Kev from the CSC gives us:

“It is that MOnday morning feeling again, calls rocket at 9AM and the most popular 5 today are as follows:

1, New Faults being raised.
2, Email set-ups.
3, Router configurations.
4, Fault updates.
5, Billing.”

I’m also reliably informed (by Chris, who saved me walking downstairs) that the CSC have answered 1330 of 1650 calls today.

QA’s update comes from Catherine:

“Monday, Monday…so good to me… It has been pretty good to me, today, actually. I’ve been working on a project which has been a nice change from what we’ve been doing, lunch was a tasty curry and I’ve been working on some documentation too. It may seem unhealthy to be so keen on documentation, but it’s all part of my plan to make our processes as clear and understandable as possible.

Paul had an epiphany around lunch time when he realised that Holiday by Madonna and Never Gonna Give You Up by Rick Astley can be synchronised almost perfectly. He realised this whilst continuing his work on his latest project.

The two Matts were on problems today, sharing the load and clearing up some of the remaining Madasafish Phase 1 problems.

Finally, Nigel has been doing some bits and pieces of admin and telling us about his new gaming console. “

That’s all folks,
Colin

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This entry was posted by Colin Ogilvie on Monday, January 14th, 2008 at 6:06 pm and is tagged with and is posted in the category EOD. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a reply below. Pinging is currently not allowed.