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2016 FLITE InternPublic Sector Customer Service

GSA – General Services AdministrationHal Kinsey

Hal Kinsey – GSA Intern

Employment Period: May 23rd – August 5th

Chain of Command: Hal Kinsey Marla Cruse Angela Cullen John Klebonis

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Projects (In Order of Priority):

CSR Bot

Scope: • GSA PMO and Care CentersTask Description: Develop an automation capable of pulling Customer Service Reports (CSR) from Business Objects with all necessary information.Purposes/Problems:• Current reports not adequate• No known process to acquire informationProblem Solving Process:• Documented entire process• Gained access to necessary databases• Investigated alternative solutions• Discussed with experts

Resources Utilized:• Team members• Outside departments• Business Objects• Rapid Applications• Automation AnywhereStatus:• Developed alternative solutionEstimated Savings:• $10,000/year

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Projects (In Order of Priority):

WBS (Work Breakdown Structure) Calculator

Scope: • Entire GSA PMO• Replicable for other organizationsTask Description: Using common task dependencies, task durations, and a start date, create a spreadsheet that calculates estimated completion dates for project milestones.Purposes/Problems:• Used for customer reference• Dates being calculated by handProblem Solving Process:• Built task dependencies • Created function that excluded weekends and

holidays from duration calculation

Resources Utilized:• Team members (Laurie Johnson)• Microsoft Excel• SharePointStatus:• Completed• Potential users in GSA trained• Used for four different projectsEstimated Savings:• $20,000/year

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Projects (In Order of Priority):

Order Summary

Scope:• GSA PMO and Care CentersTask Description: Create a spreadsheet that consolidates and standardizes GSA order tracking throughout all regions.Purposes/Problems:• Formatting not consistent• Compare sales/order activity across regionsProblem Solving Process:• Organized existing information• Created template

Resources Utilized:• Team members• Microsoft Excel• SharePointStatus:• Completed• Users trainedBenefit:• New reporting capabilities

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Projects (In Order of Priority):

SOC Report Bot

Scope: • Developed for Region 9 (CA, AZ, & NV)• Replicable in other regionsTask Description: Build an automation that pulls SOC reports for Region 9 and transposes the information to sheets that can be safely accessed by the customer.Purposes/Problems:• Certain contracts require weekly updates• Eliminate tedious, time consuming taskProblem Solving Process:• Documented entire process• Gained access to necessary databases

Resources Utilized:• Team members• Outside departments• Microsoft Excel• Automation Anywhere• SharePointStatus:• Completed• Runs weekly for Region 9Estimated Savings:• $2,000/year for Region 9 alone

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Projects (In Order of Priority):

GSA Metrics

Scope: • GSA PMO and Sales teamsTask Description: Create a unique method for reporting various forms of GSA data. Purposes/Problems:• Information not compiled in one location• Modernize GSA data reportingProblem Solving Process:• Acquired necessary pieces of data• Gained access to necessary databases• Built graphic with hyperlinks

Resources Utilized:• Team members (Karen Richter)• AT&T Brand Center, tSpace• Microsoft PowerPoint, Excel, & WordStatus:• In progress

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Projects (In Order of Priority):

Thrifty Bill Bot

Scope: • Collections• Billing Support Managers• SalesTask Description: Build an automation that analyzes thrifty accounts in multiple scrub databases and returns an output identifying the account discrepancies.Purposes/Problems:• Accounts not being billed correctly• Extremely time consuming taskProblem Solving Process:• Documented entire process• Gained access to necessary databases• Spoke with RPA experts

Resources Utilized:• Team members• Outside departments• ROAR• Microsoft Excel, Notepad• Automation AnywhereStatus:• CompletedEstimated Savings:• $43,560/year

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Projects (In Order of Priority):

AHC Charges Capture

Scope: • GSA PMOTask Description: Build an automation that pulls and tabulates customer charges for various services. Purposes/Problems:• Calculate total charges for customers• Eliminate tedious, time consuming taskProblem Solving Process:• Documented entire process• Gained access to necessary databases• Spoke with RPA experts

Resources Utilized:• Team members (Terri Ryals)• Outside departments• DocViewer• Microsoft Excel• Adobe PDF• Automation AnywhereStatus:• In progress

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Side Projects

Interviews

Task Description: Conduct interviews with 10 AT&T employees.Purposes:• Learn more about the diverse functions and

growing capabilities of AT&T • Identify strengths stemming from various

knowledge backgrounds• Develop a networkMethod:• Organized meetings with co-workers • Utilized new Workspace 2020 meeting spaces

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Benefits: • Understand value of various knowledge

backgrounds• Learned about the vast opportunities at AT&T• Developed network for both work here and

future employment

Side Projects

Skype for Business Borderless Collaboration

Task Description: Learn about and train team members on the Skype for Business tool.Purposes:• Create comfortable transition into new

communication toolMethod:• Assembled detailed PowerPoint• Skype for Business training call on Skype for

Business

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Conclusion

What I Have Learned/Observed:• Extremely strong work ethic• Time-management skills• Benefits of networking• Positive work environment

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Suggestions

What is Being Done Well:• Availability of tools• Workplace satisfaction• Intra-organization collaboration efforts

What Needs Improvement: PCSC:• More external assistance with automation• Budget for face-to-face meetings• Intra-organization collaborationFLITE:• Organize resources/interns more appropriatelyAT&T: • Inter-organization (AT&T) collaboration efforts• Invest more long-term within the company

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Reflection

About My Experience:• Extremely satisfying• Great co-workers• Excellent guidance• Sense of accomplishment

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