December 2018 bi-weekly HD Newsletter

Upmc HelpDesk Newsletter Providing ‘World Class’ Service One Interaction At A Time December Bi-Weekly 2018 Edition 1

UPMC Help Desk NewsletterThis newsletter is about you, me, and all of us. It’s about the work we do everyday, the people we work with and the things that matter to us. It provides a forumfor highlighting our achievements and milestones as we continue to provide worldclass service ‘one interaction at a time.’ Table of Contents Page 3 Page 3Welcome Bill O’Brien our new Help Desk Agent Page 3Welcome Gary Sacriponte our new Help Desk Agent Page 4Welcome Alexander DeMichiei our new Help Desk Agent Page 4Welcome Diana Williams our new Help Desk Agent Page 5Welcome Aidan Littlefield our new Help Desk Agent Page 5Chautauqua Help Desk Training Page 6Milk Shake Factory coming to Iroquois Building Page 7Help Desk End of Year Review Page 7Strengthen Your Customer Service Skills Page 8October to December BirthdaysNewsletter Contributors2

The Spotlight for this month is on our 5 new Help Desk Agents. Let’s welcome Bill, Gary, and Alex. So , what can you tell us about yourself? Hello! My name is Bill O’Brien. I went to CCAC for software engineering in where I will now be completing my degree at PITT. This is my first job in an IT related field and I look forward to learning as much as possible. I enjoy sports (hockey and football), anything outdoors including camping, hunting, fishing, and I love playing video games as well. I do freelance photog- raphy, play guitar, and many other hobbies (Jack of all trades and master of none). I also have a passion for cooking. I love listening to music and going toconcerts, festivals, etc.. I look forward to growing with UPMC and I am already loving my new environ-ment. The willingness to help from everyone here has been amazing! Hello, my name is Gary Sacriponte. I started at the UPMC Help Desk October 22 of this year. The past 10 years I have been contracting as an Information Technolo- gist. During that time I have contracted for – Xerox, US Steel, UPMC and AL- COA. Prior to contracting I worked for CTG, Inc. (Computer Task Group) and The Pittsburgh Conference on Analytical Chemistry and Applied Spectroscopy, both in an IT support role. I am very happy to be part of the UPMC family. If you call the Help Desk, I would consider it to be my pleasure in assisting you.. Have a great day! “Alex here! I’ve been in the Pittsburgh area my whole life and in and out of IT for most of that time, and I’ve spent time doing things from help desk to installing cash registers in Ohio GetGos to selling cookies in the Strip Dis- trict. I’m happy to be at UPMC where I can plant my feet firmly and stay as part of a team for a while! In my spare time I lead a simple life of playing video games ,watching TV, and visiting my brothers and sisters and their kids (nephew Maxwell pic- tured). “ 3

The Spotlight continued Let’s welcome Diana, and Aidan. So , what can you tell us about yourself? Hello there. My name is Diana. I worked under a wide range of hats in the non-profit sector for 10 years and I have a deep passion for customer service and continued learning. I grew up in the Philadelphia suburbs of Valley Forge, but I promise I’m not an Eagles or Fly- ers fan. (I love the Pirates and Phillies equally.) My husband Ben and I found jobs in that area following college (and the reces- sion), but about 5 years ago we decided to move to Pittsburgh where many of our college friends live and the housing is more affordable. We bought a little house in the North Hills where our cats (Trini and Gidget) complain that there is not enough sunshine. And we have alittle one-year old boy, named Theodore, who keeps us con-stantly on our toes.I always have at least one knitting project and one book going. Ialso love to sing, write and dabble in all manner of Do-It-Yourself projects. My name is Aidan Littlefield and I’m one of the new Help Desk Support Analyst that joined UPMC in October. I graduated from Point Park University in 2017 and began my career in Healthcare Technology at Cerner in Kansas City, MO. In my free time I like to do High Intensity Interval Training work outs as well as pro- mote and support Christian Hip-Hop and Hard Rock /Metal artist on OmniGod- Music.com, a website I began with a few friends two years ago. My motto is simple “God. Family. Hustle” (hustle referring to working hard). I’m also a big fan of Pitts- burgh Sports (including Pitt) and Marvel Comics and Movies (especially Deadpool). 4

Help Desk Training CornerChautauqua Training November 19, 2018 I had the pleasure of training the folks at UPMC Chautauqua located in Jamestown New York. Tom Derby, our fellow Chau- tauqua HD agent, has eighteen years of experience. It was a very positive experience for Tom and I as we worked side by side answering calls and helping users resolve their issues. I am very fortunate to get to know and train the folks at Chautauqua. We can all count on Tom Derby who is now part of our UPMC family at Chautauqua!Milk Shake Factory coming to Oakland Thanks Courtney! 5

Help Desk 2018 End of Year Review 2018 was a year of growth for the Help Desk, and we thank you for your hard work and dedication throughout the year. We truly appreciate your commitment to the team – as a group, we:  Welcomed and onboarded 26 new team members  Received 366,770 interactions (1/1/181 - 2/5/18)  Integrated two remote help desks and supported the IT onboarding of numerous other facilities  Supported a multitude of systemwide initiatives with largescale impact to users, including the annual network password reset and MyHub transition to MFA  Transitioned the Help Desk to Teams-Only  Help Desk Customer Service Week – Service in Excellence – October 1st thru October 5th. The event was a wonderful success! Great activities, wonderful games, delicious food, and everyday fun events. A few pho- tos below to spark your memories:Thank you for another outstanding year!The Help Desk Leadership Team 6

6 Keys to Improving Your Customer Service Skills Happy Birthday Calling all Authors: October to December Did you ever turn a negative experience into a positiveTamara T. 10/1 Brittany F. 10/17 experience? How did you do it? What was your crazi-David O. 10/1 est call... Ever? What is your favorite recipe? Do youJohn M 10/12 Calvin F. 11/9 have a question you would like to have answered or a Customer Service Tip? We would like to hear from Elizabeth G. 11/16 you! You can send your submissions for the news- letter to: [email protected] or you can con- tribute anony- mously by drop- ping your ideas in the suggestion box located in the kitchen. 7

UPMC Help Desk NewsletterLead Publisher/Editor: Hannah MayesAssistant Publisher/Editors: Sherry Stephan,Anthony WashingtonContributors for June 2018 Newsletter:Gary Sacriponte,William O’BrienDiana WilliamsAlexander DeMichieiAidan LittlefieldContact Us at: [email protected] 8