Department of Children's Services
James M. Henry, Commissioner
DCS Enterprise Service Desk
Who We Are
There's more to support than just TFACTS. That's where the DCS Enterprise Service Desk comes in….they'll provide customer support for everything else! Whether its mapping network drives, resetting passwords, or solving email problems, the DCS Enterprise Service Desk will strive to resolve the issue and get the customer back to business as usual as quickly as possible.
| DCS Enterprise Service Desk members are: • Phillip McEwen • Joanne Ford • Sean Myers • Melody Armstrong • Scott Deszell • Jo Lynn Nenahlo |
Contact Information: |
Our Mission
To promote best practice and enhanced outcomes through continued learning and improvement. We will work to track, understand, and inform decision-making around initiatives and activities impacting the DCS community. As we do this work, which includes providing technical assistance and training, we will do so in a manner that supports the needs of the members of the DCS community, recognizing each member's right to be treated with genuineness, empathy, and respect.
Phillip McEwen
Manager
615-741-2383
email
Phillip McEwen is a graduate of Tennessee State University with a Bachelor's Degree in Electrical Engineering. His extensive experience in the Customer Service arena expands over 20 years. Phillip has held numerous senior Customer Service management positions throughout the country including serving as Director of Sales, Marketing, and Customer Support for the Tennessee Rehabilitative Initiative in Correction (TRICOR). As the president of one of the largest chapters of Optimist Club International while a resident of Michigan. Phillip was honored in 1996 by President Bill Clinton with a special tribute for his work on behalf of Michigan's youth.
Joanne Ford
Customer Service Representative
615-741-2386
email
JoAnne earned an Associate of Science degree in Computer Programming and Accounting from Draughons Junior College. JoAnne also received AFP COBOL coding certification from the IBM Learning Center in Atlanta, Georgia. A 17-year employee with the state, JoAnne began her IT career in the Department of Finance & Administration OIR Data Center. Prior to joining the Enterprise Service Desk, JoAnne worked with the Application Security Team for 5 years. She enjoys sharing her technical expertise with employees within the department.
Sean Myers
Customer Service Representative
615-741-2353
email
Sean came to DCS in February 2010 with over 10 years of customer service experience, in both the hospitality and call center industries. He got into IT by establishing and maintaining a small business network for “Cop-e-Pro” a local printing company. He began work with the DCS Enterprise Service Desk Spring 2010 as a cooperative education student from Nashville State. He received a degree in Computer Technology May 2011 and became an IRSS associate June 2011.
Melody Armstrong
Customer Service Representative
615-741-2359
email
Mrs. Melody Armstrong-Edeigba joined the Department of Children Services in 2004 as a Help Desk agent. She has been supporting TFACTS since implementation on the TFACTS Tier 2 Help Desk, researching issues, providing TFACTS Help Desk reports, problem escalation and working to insure timely resolution to TFACTS issues.
Melody attended the University of Martin and Nashville State where she obtained a degree in computer technology with minor in accounting. She worked for the Department of Health and Metro Government providing technical support for Information Systems Technology and with the Metro school system as part of a team that developed an application for capturing data for monitoring and tracking key information on students and schools.
Scott Deszell
Customer Service Representative
615-741-3328
email
Scott started with DCS in September 2011 as cooperative education student while attending Nashville State Community College. He became a member of the DCS Enterprise Help Desk in June 2012. He graduated from Nashville State Community College Spring 2012 with an Associates of Applied Science Degree in Computer Networking Technology.
Scott comes from a technical background where he was a CAD Engineer with an Associates of Applied Science Degree in Computer Aided Drafting. He was employed with an aluminum foundry that manufactured cylinder heads for major car companies.
Jo Lynn Nenahlo
Customer Service Representative
615-741-3222
email
Jo Lynn is a graduate of Tennessee State University with a Bachelor's Degree in Business Information Systems and has also earned an A.A.S. in Visual Communications from Nashville State Technical Community College. She has over 20 years of Customer Service experience, 15 of which are with the State of Tennessee. Her happiest moments are when she can hear the smiles of her customer's face on the other end of the phone when she has helped resolve an issue or helped them learn something new.
