How to Save IT from Wireless Help Desk Nightmares

By John Shea  |  Posted 2010-09-30 Print this article Print

title=Proactively Avoids a Heart Attack Bill}

Reason No. 3: Proactively avoids a heart attack bill

Excessive charges from unexpected international usage or unanticipated text usage on devices without text packages can result in a very high wireless invoice-that is, a "heart attack" bill. By using real-time wireless usage management to catch unanticipated wireless behavior the moment it happens, a wireless help desk provider can then take immediate action to curb the activity.

Real-time wireless usage management uses agent software on the mobile device to report usage back to the help desk in a variety of areas, including voice, data, text, roaming, etc. This data is then automatically compared to the company's wireless contracts (and other information) so that action can be taken immediately to curb excessive costs.

For example, if a global company has an employee based in the United States who flies to London on a business trip without an international rate plan and tries to make a call when he arrives, the wireless help desk can receive an alert as soon as the call is initiated. It can then take immediate action to add the international plan or send a message to the employee asking him to refrain from using the device while abroad.

John Shea is Chief Marketing Officer at Rivermine. John brings over 17 years of high technology experience to Rivermine. Prior to Rivermine, John served as vice president of product marketing, management and corporate strategy for Nuance. John joined Nuance during its early stages in 1998 and helped ramp the company from four customers to over 1,000 during his six-year tenure. He was also heavily involved in Nuance's initial public offering, which resulted in a market valuation of over $5 billion. Earlier in his career, John was a member of the initial Intel Pentium Processor marketing team that helped ramp product shipments from zero to over 10 million units per quarter in two years. He has also held marketing and technical positions at OnLive Technologies and Booz, Allen & Hamilton. John holds a Bachelor's degree in Engineering from the University of Notre Dame and a Master's degree in Business Administration and Management from NorthWestern's Kellogg Graduate School of Management. He can be reached at

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