August 2017 Final

UPMc HelpDesk Newsletter Providing ‘World Class’ Service One Interaction At A Time August 2017 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 ContentsAdam Cassidy our Help Desk Spotlight . Page 3Help Desk Tech Jokes Page 3Gateway Clipper Fleet Page 4OneNote for Meetings Page 5Microchipping Employees? Page 5Westinghouse Atom Smasher Page 6Thrival Music Festival Page 7Happy Birthday to you! Page 7 2

The Spotlight for this month is on Adam Cassidy. So Adam , what can you tell us about yourself?My name is Adam Cassidy and I have lived in Carnegie for the past 2 years. I am a huge Penguins fan and Iusually attend between three or four games a season and at least one road game a year . For the past threeyears I have been playing roller hockey at the Bridgeville Roller Plex .My fiancée and I got engaged in Ocean City, Maryland.In my free time, I am either playing videogames on my PlayStation 4 orwatching re-runs of 90s televisions shows. There are only a handful of cur-rent TV shows on now that I watch on a weekly basis which includesAgents of Shield and Timeless.I enjoy getting tattoos. My fiancée and I recently received couple’s tattoosof a pineapple. Someday soon I hope to have my Marvel tattoo sleeve onmy right arm completed. Helpdesk Tech Jokes Laugh out Loud Helpdesk: What kind of computer do you have? Customer: A white one... ******** Helpdesk: What's on your monitor now ma'am? Customer: A teddy bear my boyfriend bought for me in the supermarket. ******** Customer: I have problems printing in red... Helpdesk: Do you have a color printer? Customer: Aaaah...................Thank you. ******** Helpdesk: Your password is the small letter a as in apple, a capital letter V as in Victor, and the number 7. Customer: Is that 7 in capital letters? 3

Gateway Clipper Fleet ([email protected]) Monday - Friday 9am to 5pm Weekends 9am to 7pm (412) 355-7980A stress relieving getaway right in your own backyard. Before the summer ends, enjoy a beautiful andrelaxing tour of Pittsburgh 3 Rivers sailing on one of the Gateway Clipper fleets. Truly a hidden treas-ure. All you need to do is sit back and enjoy the wonderful views.Sightseeing CruisesJoin us on the All NEW Three Rivers Sightseeing Cruise. Sailing Daily, this cruise truly captures the spirit of ourbeautiful river city, Pittsburgh. Sailing on all Three Rivers you’ll be treated to expert narration by both our Cap-tain and On-Board Narrator. Learn about Pittsburgh past, present and oh-so-bright future.Dining CruisesReady for a fun and unique evening out in Pittsburgh? Join us on one of our famous dining cruises for a great din-ner, live music and fabulous views of the city skyline! Get up and dance, sit on the top deck and enjoy a cocktail ortake a stroll around the boat and experience this wonderful taste of Pittsburgh.Kid Themed CruisesWhether from your favorite comic book or blockbuster movie, you’re sure to see your favorite superstar aboardthis classic Pittsburgh sightseeing tour. Enjoy a DJ dance party, lots of fun and the best Pittsburgh tour in thecity! 4

Why not use OneNote for your meetings Submitted by: Elizabeth Grossman Do you remember when we only had 30 minutes for your one on one meetings with your supervisor? It felt like 10 minutes. Now we have 45 minutes and it still feels short and not enough time. How can a help desk agent make the most of their time and be efficient during their meetings? I have found a solution - a great tool that I use now for my meetings. What is this wonderful tool called—OneNote. I use OneNote to create notes for myself. The tabs across the top I enter the months of the year. On the right I add on the ‘Pages’, the dates and times with my Supervisor. The different categories I add - Agenda, Questions, Issues, Home Work and Evaluations under the date. Once entered the category is indented. Under agenda I add my updated score card and save it directly to OneNote. Displaying my scorecard in OneNote makes it easy during my meetings to access and follow along. I also save OneNote to my OneDrive so I can access quickly. I have found that OneNote stays in the system tray for easy access in between calls to add notes or questions during the day. Before I had OneNote I would forget the ticket number or the questions that I wanted to ask in my meetings. Now as I get answers to my questions, I mark them in red so I know that they were answered. OneNote has made 45 minutes feel like 45 minutes and I have more time to contrib- ute in my meetings. Try it and see if this helps you. At bottom of page is a screenshot of an existing notebook for your review. OneNote tutorials link in Infonet — https://app.quickhelp.com/upmc/topics/ Believe it or not Wisconsin Company to install rice-sized microchips in employeesA Wisconsin technology company is offering its employees microchip implants that can be used to scan into the buildingand purchase food at work. Whether or not to get a chip is up to the employee to decide.Three Square Market, a company that provides technology for break-room or micro markets, has over 50 employees who plan tohave the devices implanted. The tiny chip, which uses RFID technology or Radio-Frequency Identification, can be implanted be-tween the thumb and forefinger \"within seconds,\" according to a statement from the company. The company, which is basedin River Falls, Wisc., envisions the rice-sized micro chip allowing employees to easily pay for items, access the building and theircomputers all with a scan of their hand.We foresee the use of RFID technology to drive everything from making purchases in our office break room market, openingdoors, use of copy machines, logging into our office computers, unlocking phones, sharing business cards, storing medical/healthinformation, and used as payment at other RFID terminals,\" CEO Todd Westby said in a company statement. \"Eventually, thistechnology will become standardized allowing you to use this as your passport, public transit, all purchasing opportunities, etc.\"And while microchipping employees may sound like something out of a horror film, the company is partnering with Swedishcompany BioHax International, which already has many \"chipped\" employees.Employees are not required to get the microchips, and Westby told the station there is no GPS tracking. 5

Help Desk X Files Westinghouse Atom Smasher Submitted by: Anthony WashingtonAtom Mash! Westinghouse said it long before the Incredible Hulk. Forest Hills is home to the nation’sfirst Van de Graaf nuclear generator, but most know it as the Westinghouse Atom Smasher. It stood inForest Hills from 1937, and has not been active since 1958. Pittsburgh has long been considered as asteel town, but little do most Pittsburgher’s know, that Pittsburgh (Forrest Hills to be exact) was thebirth place of using nuclear energy to produce electricity. The structure stood sixty-five feet tall and ap-pears to be a gigantic silver light bulb. Passersby could view it from Ardmore Boulevard. My fatherworked 50 plus years in research testing at the Forest Hills Location. I spent one weekend travelingwith my Dad to NJ. We visited another nuclear plant to expose and test items to high doses of radia-tion.The Westinghouse Atom Smasher was added to the list of landmarks by the Pittsburgh History andLandmarks Foundation in 2000, but the title offers no protection and it was demolished in 2015. Theland surrounding the structure has recently been purchased but the future of that site remains unclear.But it’s said to this day, if you drive through Forest Hills on a warm autumn night when the moon islow you can still see the eradiated glow of radioactive Squirrels looking for nuts! And though it’s gone,if you are real quiet you can still hear the hum of smashed Atom pushing turbines in the night. 6

September 27-28 Innovation September 29-30 Music Festival For information— http://www.thrivalfestival.com/2017-music-lineup/Mike C. Happy Birthday to You! 9/11 Calling all Authors:Kate V. 8/5 Ed P. 9/13Brian R. 8/8 Sherry S. 9/17 Did you ever turn a negative experience into a posi-Chuck G. 8/19 Rob P. 9/20 tive experience? How did you do it? What was yourCourtney D. 8/22 Beverly B. 9/29 craziest call... Ever? What is your favorite recipe? 8/29 Jeff R. Do you have a questions you would like to have an- swered or a Customer Service Tip? We would like to hear from you! You can send your submissions for the newsletter to: [email protected] or you can contribute anonymously by dropping your ideas in the suggestion box located in the kitchen. 7

UPMC Help Desk NewsletterLead Publisher/Editor: Linda EchementAssistant Publisher/Editors: Sherry Stephan,Anthony WashingtonContributors for July 2017 Newsletter:Adam CassidyElizabeth GrossmanAnthony WashingtonContact Us at: [email protected] 8