April 2017 newsletter Final pdf

UPMc HelpDesk Newsletter Providing ‘World Class’ Service One Interaction At A Time April 2017 Edition 1

UPMC Help Desk NewsletterThis newsletter is about you, me, and all of us. It’s about the work we do every day,the people we work with and the things that matter to us. It provides a forum forhighlighting our achievements and milestones as we continue to provide world classservice ‘one interaction at a time.’ Table of Contents Page 3 Page 3Help Desk Spotlight Mike Coombs Page 4Office 365 Mailbox Migration Page 4Helpful Tips—Ditch the Security Blanket Page 5Contributing to a Positive Work Place Page 5Over 20 years of Service at UPMC Page 5Pittsburgh Festivals & Events Page 6Let’s Go to the Movies! Page 8Pirate’s Preview Sport Guru Jeff Ross Page 9The Help Desk BDOG JingleNewsletter contributors 2

The Spotlight for this month is on Mike Coombs. So Mike, what can you tell us about yourself? I was born in Plymouth Massachusetts. America’s Home Town or so it says on all the police cars. I took part in the Pilgrims Progress as a preschooler where people of the Pilgrim society would dress and reenact a walk through the town to the resting place of the original Pilgrim settlers. Joined the Navy after High School where I worked in Communications maintenance. Training was five months in three schools for eight hours a day. I was stationed in Southern Italy and Installed equipment which gave me the opportunity to visit many locations from Spain to Guam and Japan. Eventually I worked with Submarines where I enjoyed South Korea, Japan, Singapore, Guam and other ports the boats visited. Submarines are considered boats and not ships as they do not have a traditional keel. One time in high seas leaving port the boat rolled so much everyone on board became ill but a few. The Ballast tanks are what allows a boat to float on the surface so by letting the water in them the boat can dive be- neath the waves. On one occasion, all but one of the tanks were flooded, the one tanks that was not was in the ex- treme rear of the boat. This is the reason that everything is tied down when a boat is underway. Or so I thought when a 400+ pound toolbox came sliding at me when the boat took the extreme down angle. Fortunately, the lip edge of the work bench was designed to stop even a heavy toolbox and prevented what would have been a crushing experience. I met my wife in Honolulu where I lived for four years at Pearl Harbor and she had retired from the Navy. Finally moved back to the east coast and settled in Sewickley after comparing the costs and friendliness against Boston. Office 365 Mailbox Migration CommunicationsUsers who are planned to have their mailboxes migrated next week are starting to receive email communications explaining whatis happening and how they should prepare. An exact example of this email is located at Office 365 Migration DocumentFor the time being: any issues we are unable to assist with related to this will need routed to PC Support for local assistance.The email highlights the main Office 365 Infonet site as well as the 2-Step Multifactor Authentication (MFA) Infonet Site. I wouldhighly advise everyone review these resources as they will play a pivotal role is user education as we continue to move throughthe O365 deployment.It’s hard to predict every type of call we could receive over this, so please don’t hesitate to ask questions as it will likely be to thebenefit/education to the entire team. 3

Ditch the Security Blanket Submitted by John Martinec If you are using a pen and paper to write everything down and then transfer it to Cherwell, you could be saving yourself a considerable amount of time by skipping this step and just entering the information direct- ly in to Cherwell as you interact with the users. If you think about it, there really is no need to write things down and transfer them. In addition to taking more time, you can also introduce errors in to the ticket by copying the wrong information like contact num- bers or patient information. Keep in mind if you are writing down PHI, you should be placing the paper in a shredder or a sealed box where the paper will eventually be shredded. Contributing to a Positive Work PlaceDo you look forward to seeing your coworkers each day, or do you dread going to work? Do you get along with almost everyone inyour department, or are there certain people you avoid? Is the atmosphere in your workplace relatively relaxed, or do you sense asimmering, low-grade tension?Hopefully, you are nodding “yes” to the first part of those questions and you are working in an environment that you enjoy. But evenin the most pleasant work environment there can be difficult times, especially when you are dealing with a fast-paced service envi-ronment where metrics are being measured carefully, calls are being monitored, management has high expectations, and customersmay be irritable, demanding, and angry.Fortunately, everyone has it within his or her power to contribute to creating a more positive work environment. After all, you don’thave to be a manager, department director, or anyone’s boss to be a good leader. And everyone can lead by example when it comesto maintaining a positive work environment.Best of all, the same tools and skills you use when dealing with customers can be used just as effectively when dealing with cowork-ers to create a more respectful and supportive work environment. And that, by extension, contributes to creating a more positiveexperience for customers.When you practice these behaviors, there’s no need to be reminded to say “Thank You” and “Please.” It is just part of a respectfulwork environment where everyone gets along. For more information go to www.customerservicegroup.com. 4

UPMC Help Desk Employees 20 Years of Service Let’s give Beverly Burkett and Tabby Cumer a round of applause for their excellent service of Twenty years with UPMC! Congratulations Beverly and Tabby! Pittsburgh Events—http://www.pittsburgh-downtown.com/events/ Phipps Spring Flower Show: Enchanted Forest now thru April 16, 2017 It’s spring time in the gardens, and woodland animals are emerging from their slumber to welcome the sea- son with you. St Nicholas Greek Orthodox Cathedral - 56th Annual food Festival 419 S. Dithridge St. 15213 Sunday, May 7th—Saturday, May 13 Hours are— Sunday noon—8pm, Monday—Thursday 11am—9pm, Friday & Saturday 11am—10 pm (music ‘till midnight)Delicious Homemade Greek Food—Open Lunch through Dinner—Live Greek Band—Nightly Dancing by our Youth—OutdoorGrill—Dining Under the Tent.AMC South Hills Village Movies Help Desk Tips Current Releases 3/29/17 - I had an unusual call today regarding who would pick up an electric stapler if no longer working? The answer is the userKong: Skull Island The Great Wall contacts their facilities and or environmental services.Beauty and the Beast Logan - Cherwell incident action options has been made live for us—Power Rangers The Shack Remote Control, Ping System, Get Hostname, Reboot Comput- er, Access Remote C:\, Show Current User. Give it a try.Life Chips Future Releases - Don’t forget if you get a call and the user’s network account is locked make sure you verify the user’s identity before un-Guardians of the Galaxy May 5, 2017 locking.The Mummy June 9, 2017 5

Pirates Season Preview awarded to Tyler Glasnow after he beat out Drew Hutchinson and Trevor Williams in an open competition. Glasnow is theI think the Pirates can be better than a lot of people ex- big right hander who climbed his way through the Pirates pect! How’s that for a ringing endorsement? In all seri- minor league system and made his debut last season appear-ousness, I have seen and read a lot of doom and gloom with ing in seven games. At times, Glasnow appeared to be inthis 130th rendition of the professional baseball club in Pitts- over his head and struggled with control. His upside is hugeburgh. The Pirates need a lot of things to go their way but and the team thinks he can be a very good pitcher but thatnone of those ‘things’ are outlandish but all (or most) must still may be a year or two away.happen for the Pirates to contend in 2017 . His 2017 spring has been shaky at best. If Glasnow has been In baseball, it’s all about pitching shaky Hutchinson has been downright terrible. Hutchinson was acquired last July in the Francisco Liriano deal whichGood pitching always tops good hitting so good teams have many believed was more about dumping Liriano’s salary thangood pitching. Well, how good is the Pirates pitching? The it was about wanting Hutchinson. Going into the spring ittop three of the rotation has potential to be one of the better was considered Hutchinson’s job to lose and after six sprinttop rotations in the National League. The question marks training starts and an ERA over 10 he may have done just that. Williams has been solid so far this spring and his last start with the last two outing against the Phillies he pitched well pitching four shut- spots in the rotation. out innings. As of today, I would guess Williams is the front Gerrit Cole, Jameson runner for the 5th spot. Glasnow has a ton of potential but I Taillon; and Ivan Nova think the team’s plan is to bring him along slowly and that are a very nice one, might mean having him pitch out of the bullpen or start off two, and three. The the year at AAA Indianapolis. Pirates need Cole to be the ace that he GM Neil Huntington has always been big on having a strong appeared to be bullpen. Gone are the days of Mark Melancon coming in and through his first 2 ½ shutting the door on opponents. The trade last July that sent seasons. Last year he Melancon to the Nationals did bring some good young arms. I started off injured in like Felipe Rivero who was the main piece of the Melancon Spring Training and trade. The kid can let it rip hitting close to 100mph on the then had two stints on radar gun and he also has good stuff to go along with thethe disabled list during the season. In the end, he was never tremendous fast ball. He’s 26 and he may end up being theable to get on track. Cole is way too important to this team closer this season. The bullpen will be strong again this sea-to be anything below his star potential. If Geritt Cole bounc- son but not the advantage it has been in the past. Tony Wat-es back, he gives the Pirates a true number one starter. At son has started to show some kinks in the armor. At onetimes, it appears that Cole loses his cool. When the at bat time Watson was just about as automatic as you could getdoesn’t go his way or he gives up a few hits he can let his but he started to struggle last season and through the springemotions get the best of him. Things aren’t always going to this year. Watson is still a good reliever but his setup rolego your way and you must pitch your game and not try to just could be challenged by Juan Nicasio. The other bullpen armsover power hitters with fast balls. Trust your stuff and pitch are: Daniel Hudson, Antonio Bastardo, and one of the ‘losers’your way out of jams. There is a fine line between playing of the fifth starter spot. There are also a few other guys inwith emotion and being out of control. Last year Cole the mix among them AJ Schugel; Josh Lindblom; and Wadeseemed to struggle with his emotions and it led to some dis- LeBlanc. One pitcher who won’t be in the bullpen is Jaredappointing starts. A cool Cole is what the Pirates need. Hughes who was released by the team on 03/29/2017. Hughes struggled last year and was ineffective most of theNext up, is Jameson Taillon. People may forget but it was season.Taillon, and not Cole, who was the top Pirates pitching pro-spect until he encountered injuries on his way through the Let’s look at the projected starting lineup as I see it shap-farm system. Last year was a big year for Taillon as he ing up.showed signs of being the top of the rotation pitcher he wasprojected to be when the 1B – Josh Bell 2B – Josh HarrisonPirates made him their 3B – David Freese SS – Jordy Mercernumber one draft pick in LF – Gregory Polanco CF – Starling Marte2010. The more I saw of RF – Andrew McCutchen C – Francisco CervelliTaillon last year the more Iliked. He just has the look Bell was the top Pirates prospect last season and he wasand moxie of a pitcher in finally called up last year and showed why he was the topcontrol when he’s on the minor leaguer in the system. Bell eventually took over formound. The hope is Taillon John Jaso at first base and immediately showed that he cantakes that next step in hit at the major-league level. Bell has the potential to be a2017. When they selected power hitter who can hit also hit for average. There’s noCole number one overall in doubt that he’s a big upgrade from Jaso. Bell is not without2011 and Taillon number issues though. One, he’s had a very short spring training af-two overall in 2010 they ter offseason knee surgery. When will he be, ready and willenvisioned the two atop their rotation and that is what they his injury slow his progress? Secondly, his fielding is averagewill have in 2017. Now, it’s up to those two to go out and at best. The team is not looking for a gold glove but theypitch like they are capable. Ivan Nova is the number three cannot have another Pedro Alvarez situation where his de-starter and maybe the biggest surprise on the roster. Sur- fense is so bad that he’s too much a liability to be on theprise, as in, I’m surprised he’s with the ballclub. No one, field. The Pirates need Bell to show progress and build onmyself included, thought the Pirates could afford to retain the promise from last year. Bell stepping up and providinghim after he pitched almost perfectly the last two months of some production is one of those ‘things’ that have to go rightlast season after being acquired last July in a trade with the for the Pirates to contend.Yankees. It appeared too many that Nova had effectivelypitched his way out of the team’s price range. This past De- Josh Harrison went from a utility infielder/outfielder to an Allcember the team surprised many when they agreed to a Star. Harrison aka Jay Hay put it all together in 2014 whenthree year 26-million-dollar deal with the right hander. Novagives the club a solid number three starter. After Nova iswhere you might be tempted to pray for two days of rain.Chad Kuhl is the fourth starter and the fifth spot was just 6

batted .314 and finished second in the National League batting National League MVP. Last year he seemed to be better thantitle race. Jay Hay hitting .300 would be nice but more than ever in Spring Training when he hit 7 HR’s, then came the regular season. McCutchen is a notorious slow starter so at anything they need him to be first no one was worried. Spring turned into summer and he the sparkplug leadoff hitter just never gained form. His overall he was in 2014. When he’s numbers were not bad (.256/26/79) getting on base he provides a but when you’re Andrew McCutchen lift to the offense. Staying that’s a down year. McCutchen is to healthy has been an issue the the Pirates what Roethlisberger is to last two seasons. Jay Hay the Steelers or Crosby to the Pens. needs to be the leadoff hitter McCutchen must regain that elite this team missed so badly in star status or the Pirates are in for a 2016; That guy who gets on long summer. Personally, I believe base, steals bases, and score McCutchen bounces back in 2017. runs. He may never be the MVP he was in 2013 but the 2014 or 2015 ‘Cutch’ is more than good enough.When GM Neil Huntington traded for David Freese last March itseemed like a nice pickup. It turned out to be a great pickup. Last year Polanco started to live up to the hype that we allFreese was picked up to fill in for the then injured Jung Ho heard leading up to his 2014 call up. Last year he showedKang but he quickly hit his way into more and more playing some power hitting 22 HR and 86 RBI’s. The expectationstime. Freese showed to be even more valuable as he allowed are for Polanco to progress into a super star. I cannot recallmanager Clint Hurdle to use him at first base when playing a more hyped minor leaguer than Polanco when he was calledKang at third. As of now, Kang cannot be counted on since he up in June of 2014. It’s time for him to live up to the hype andcannot get back into the country because his work visa was the expectations are that he’s on his way.denied. The Kang situation went from bad to worse. In De-cember, the team learned he was involved in an accident in Starling Marte was sort of a mixed bag for the Pirates in 2016.which he was legally intoxicated and charged with DUI. As He showed much more discipline at the plate. Gone were themore information began to make its way back to the Pirates it wild swings at pitches way out of the zone. As a result of hiswas learned that Kang had had two other DUI incidents since plate patience, Mate posted a career high .311 batting aver-2009. At this point the team must proceed as though they will age and a trip to the All-Star game in Cincinnati. Not to soundbe without Kang for the foreseeable future. Even if Kang can greedy, but the Pirates need more from Marte. By more, Iget back into the country he has not had any spring training mean more power and more HR’s. In 2013 he hit 12 HR’s: inand would require some type of minor league assignment be- 2014 13; 19 in 2015 but only 9 last season. Marte has toofore being called up to the team. So, at this point David Freese much power to have only 9 HR’s. This team needs Marte tois the starting third baseman. The team is fortunate to have a increase his HR and RBI totals. The lineup, especially with-fallback like Freese but they will sorely miss Kang’s bat. Even out Kang, is just not potent enough to withstand Marte hittingafter returning from a nasty leg injury at the end of 2015 sea- nine HR’s.son Kang still returned in early June and ended up with 21HR’s and 62 RBI’s. It will be almost impossible for the Pirates Later year’s catching situation went south quickly when Fran-to compete without Freese or Kang or a combination of the cisco Cervelli went down with injury. Backup Chris Stewarttwo giving the team the power hitting production Kang had the battled nagging injuries all season and was, as even he wouldlast two seasons admit, terrible. The Pirates need the Cervelli of 2015 and that requires staying on the field. I’d compare him to Josh Harri-Jordy Mercer had his best season as a major leaguer last sea- son when it comes to intangibles. He just seems to come upson when he hit 11 HR’s and 59 RBI’s. Known as a good fielder with clutch hits and gives the team a spark they lacked lastwho doesn’t have great range but a guy who makes the above season when he missed most of the summer. After off seasonaverage plays. Where Mercer has struggled is with his bat. knee surgery Stewart will again backup Cervelli. An occa-He’s always had the skills to hit the way he did last year but sional start for Stewart, sure, but Cervelli must be the every-hadn’t been able to put it all together like he did in 2016. If day catcher or the team is going to struggle.Mercer can play solid D and hit with some slight power, it givesthe Pirates a much better lineup. The bench looks like it might be a pleasant surprise with: John Jaso (1B/3B); Adam Frazier (IN); and Phil (OF) Gosselin.There’s no question the strength of this team is in Also, keep an eye out for Jose Osuna who has been mashingthe outfield. the ball in Spring Training. Osuna has been so good he may force the team to put him on the major-league roster.It’s still one of the top, if not THE top outfield in MLB. Thisyear all three outfielders will be in a new position. A team that It’s not breaking or fake news, the Cubs are the class of therelies heavily on metrics felt that moving Andrew McCutchen National League. Unfortunately for the Pirates they are in theto right; Marte to center; and Polanco to left was their best same division as the Cubs. I think it’s a safe bet that Chicagodefensive alignment. I have heard many say McCutchen wins the NL Central. This means the Pirates are once againdoesn’t have a right field arm but I think that’s antiquated competing for one of the wild card spots. The Cardinals, thethinking. Sure, in the old symmetrical stadiums like Three Riv- 2nd place teams in the west and east will be their competi-ers you wanted a right fielder with a strong arm for throws to tion. As I said earlier, a lot has to go their way but I reallythird base, however, 81 of the Pirates’ games will be played at believe the Pirates can make a run at a wild card spot.PNC Park which has the short right field. I think this move There’s just not a large margin for error with this team, but asmakes sense because Marte is just too good and has too Lloyd Christmas would say - ‘So, you’re saying there’s astrong an arm to waste in left field. No question McCutchen chance!’and Marte will be fine in their new positions, but Polanco is abit of a question mark. At times Polanco looked a little skittish Get you peanutsin right field and now he’s going to be playing left field in PNC and Cracker JacksPark where there are notches and crannies. It would not cause they startshock me if he had some issues or growing pains as he adjusts playing ball onto playing a new position. It’s the trio’s bats that will make or Monday April 1stbreak the 2017 Pirates. and open at home on Friday April 7th.Andrew McCutchen was a perennial All Star and MVP candi-date from 2011-2015. No one was better or more valuable tohis team than McCutchen in 2013 when he was named the7

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UPMC Help Desk NewsletterLead Publisher/Editor: Linda EchementAssistant Publisher/Editors: Sherry Stephan, AnthonyWashingtonContributors for March 2017 Newsletter: John Martinec Mike Coombs Jeff Ross Bryan LaughnerContact Us at: [email protected] 9