Skip Maine state header navigation
A Publication Featuring The Information Services Technology of Maine State Government
| Volume IV, Issue 11 | November 2001 |
|
|
Ginnie will be involved in the delivery of programs and services that will improve customer satisfaction with BIS services.
 |
Network Services Director, Ellen Lee says "Initially, Ginnie will be meeting with customers and BIS service providers to develop baselines and expectations. Areas of focus will include Customer Communications, Service Level Agreements, Customer Service Satisfaction, Customer Service Training, and tools that will help manage our services and customer satisfaction." |
A Winthrop resident, Ginnie joined BIS on Monday, October 22. Previously, she had spent the last 5 ˝ years at Banknorth, where she began as a Systems Analyst for customer applications and later moved into the Information Technology (IT) Department. While in IT she was the IT Customer Support Manager. Her team of 23 was responsible for providing information, services, tools and products to their 6000 customers.
In her position of Customer Support Manager Ginnie had responsibility of: IT Support Desks located in Lewiston, ME and Springfield, MA, Problem Resolution Team, and Customer Relationship Managers. Beyond managing these functional groups, Ginnie was also responsible for overseeing or providing:
Ginnie hopes to meet with her peers within BIS during her first few weeks to get an understanding of the services, products, information and tools currently being provided to customers. She also would like to get an understanding as to how issues are identified, analyzed and resolved and the communication process that currently exists. She hopes to attend the next ISMG (Information Services Managers Group) to meet with customers, and get a feel for the current items being discussed. She also plans to meet with all BIS customers to get an understanding of their 1) business, 2) current technical support structure or what support needs they may need going forward, 3) future plans and 4) how could BIS be helpful.
On a personal note, Ginnie lives in Winthrop with her husband and 2 children. Her interests are attending her children’s school and sporting events, kayaking and reading. She is currently a member of the YMCA-Winthrop Board and is hoping to get back into other community activities now that she is back in Kennebec County.
