Cameron Shields

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Break/Fix Process Improvement

Business Analyst

DXC Technology

Description

Managing and Leading the end to end mapping and overall improvement of the Break/Fix Process in DXC Technology. Using BPMN I mapped out the AS-IS process used for managing Break/Fix of devices. I worked with technical stakeholders involved in the management of device repair as well as repairing the devices themselves. I oversaw each step of the process highlighting red flags and inefficiencies whilst looking at quick wins to reduce process times and automate other processes.

Scope

Responsibilities

  1. Business Process Modelling and Notation - the end to end mapping of the AS-IS process

  2. Stakeholder engagement - engaging with managers in break fix and technical repair operatives

  3. Documentation of processes and the creation of an improvement report to provide quick wins and longer term value to customers

  4. End User engagement - engaging with end users to understand challenges with repaired devices and evaluate improvements through the wider process

Technologies

  1. LucidChart
  2. Microsoft Office
  3. Microsoft PowerBI
  4. Microsoft Visio
  5. Jira (by Atlassian)
  6. Microsoft Excel

Images

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Resources, Documents and More

    No resources available