Step #5: Training

MIE Solutions provides training in various forms. This section briefly describes each of the following types of training and resources available to all customers:

Support Portal

As part of our training and support, MIE Solutions provides a web-based support portal that is available 24/7. The following is a very brief overview.

Logging In

Logging in to the support portal is simple:

  1. Navigate to the MIE Solutions website (www.mie-solutions.com).
  2. In the upper right corner, click Support Portal. A login window is displayed.
  3. Enter a username and password. (MIE Solutions will provide you with secure credentials.)

Organization

The MIE Solutions support portal is divided into the following sections:

Provides an at-a-glance view of MIE Solutions activity. It includes: Recent Helpdesk Activity, Ticket Status, and a To Do list.

View, create, search, and export MIE Solutions tickets. Tickets can include bug fixes and feature requests.

Provides videos, user guides, flowcharts, downloads, newsletters; organized by MIE Trak module. Provides a full search capability for documents.

Provides a topical forum where you can create and respond to topics.

Provides a list of MIE Solutions customers and contact information.

Searching

To search the portal:

  1. In the upper right-hand corner, click Search. A search field is displayed.
  2. Enter a search term, such as "Routers" and press Enter. A list of search results is displayed.
  3. To filter the list, click Filter and limit the list with various criteria.

Submitting a Support Ticket

To create and submit a support ticket:

  1. At the top of the support portal window, click Tickets.
  2. In the upper right corner, select +New and then Ticket. An input form is displayed.
  3. Fill in the required information and click Submit.

Web Based Training

Web Based Training is part of the MIE Trak purchase. MIE Customers receive two hours of web based training per license seat. Depending on the timeframe and the availability of your employees, you might proceed with one of the following.

Group Web-Based Training

This option allows you to gather key personnel around a monitor or conference screen for one or more web-based training sessions. Following the training, the attendees can transfer the knowledge they have received to fellow-employees.

The Implementer should also sit in on all training. This way, he or she can be the first line of defense for any questions the employees might have.

Train the Implementer

This option provides training to the implementer which allows him or her to train the other employees on a more flexible schedule. This is good option for companies that don’t have the resources to release large groups of employees for training.

One drawback is that there are usually more questions after training than if you did group training. Make sure that the implementer has practiced in the "sand box" prior to commencing his/her training.

On-Site Training

On Site Training is an option to all customers who purchase Mie Trak. A MIE representative will come on site and do specified troubleshooting, setup, and classroom-style training as required. This form of training also facilitates an added level of consulting regarding company processes and procedures. Some larger companies prefer this option.

Training vs. Consulting

The training staff teach methods and techniques. They work with your company to train users how to perform their daily job duties.

The consulting staff analyze a company’s needs and determine how to best set up for the success of the implementation. The MIE Solutions Inc. consulting staff work with your company to develop best practices and the most efficient way of doing things.

Classroom Training

MIE Trak 101 Classroom Training is hosted at least once a quarter in California. Customers can attend the class at their leisure. This gives employees the opportunity to get away from the distractions of their busy schedule and focus on the training. You can check out our schedule here.

SOP (Standard Operating Procedures)

MIE Solutions provides your organization with Standard Operating Procedures. These are procedures that are customized specifically for your business. Users can use these at their work station when they need to know how to perform an operation or you can use these for training.