May 2017 Final

UPMc HelpDesk Newsletter Providing ‘World Class’ Service One Interaction At A Time May 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 Page 3Hot Topic issue for UPMC ACCESS? Page 4Receiving duplicate copies of Extra? Page 5Steelers Draft 2017 Sport Guru Jeff Ross Page 6Steelers Draft 2017 Sport Guru Jeff Ross Cont. Page 6Don’t Hesitate, Connect Right Away Page 7Great customer service tips Page 8Venture OutdoorsNewsletter contributors 2

The Spotlight for this month is on Gerame Matthews. So Gerame, what can you tell us about yourself?Hey everyone!! I am supposed to talk about myself so here goes……..I am 30 and mar-ried to my wife Andrea and come this November 23rd we will have been married 5years. We have two sons, Logan (2) and Oliver(1 in August). I have had many hobbiesthroughout my life, but with the changes of life I have had to trade them in to start afamily. This has filled my time outside of work with trips to the playground and familytime. I do miss having time to myself, but I am looking forward to the years I will beable to share the things I love with my children as they grow up. I am already exposingthem to things like sports (Wrestling, Baseball, Soccer, etc.) and of course videogames. I look forward to expanding my career and growing with UPMC to make a goodlife for my family. Help Desk Hot Topic Duplicate Copies of EXTRA EmailIf you receive a call from a user working Submitted by: Tom Westremotely using UPMC Access who is un- If you are getting multiple copies of EXTRA inable to open any application in Citrix, your mailbox, please let the Extra Support Group(this indicates the browser is not recog- know by Emailing them at: [email protected] the Citrix plug-ins) the fix is toclick on the green install button that ap- If you would like to search the archives of thepears. This will open the Citrix receiver EXTRA publication, please go to:install site. Just close the window. Do http://extra.upmc.com/Archives.htmnot install. The user should now beable to open all applications successful-ly. 3

Steelers Draft 2017As much as I love the Steelers, and following the NFL in gen- Here is the full 2017 draft class:eral, I’m growing to hate the draft a little more each year. The Rd 1 - (30th overall) – TJ Watt – OLB Wisconsincoverage starts earlier and earlier and the endless mock draftsand predictions from the talking heads is just annoying. When it Rd 2 - (62nd) JuJu Schuster – WR USCcomes to the draft I’m Kernel Klink, ‘I know nothing’! Oh, and theexperts you see all over the TV from the day after the Super Bowl Rd 3 - (94th) James Connor – RB Pittuntil the draft is over, they also know nothing. Sure, they knowmore than you or I, but they’re still just speculating and no one Rd 3 - (105) Cameron Sutton – CB Tennesseehas a crystal ball. Countless unheard of players or players fromsmall schools become NFL superstars and ‘can’t miss studs’ from Rd 4 - (135) Joshua Dobbs – QB Tennesseepowerhouse schools become draft busts. Who knew a 6th roundpick out of Central Michigan by the name of Antonio Brown would Rd 5 - (173) Brian Allen – CB Utahbecome a super star? Did anyone think Ryan Leaf would be thecolossal failure he was? Rd 6 - (213) Colin Holba – Long Snapper LouisvilleMy approach to draft evaluation is more about the positions of Rd 7 - (248) Keion Adams – OLB/DE Western Michigandrafted players rather than trying to predict if they’re going to beAll Pro’s or not. In other words, did the Steelers draft for positions Here’s my take on the newest Steelers:of need? Spare me the talk of ‘drafting the best player available.’GM Keven Colbert and the other 31 NFL GM’s make this laugha- TJ Watt- after you get past the fact that his brother is Allble statement every year. In theory, it makes perfect sense but World three time NFL Defensive Player of The Year JJ Watt;football is not played in theory. What if every year the best player there are things to love about TJ Watt other than his familyavailable when the Steelers pick is an offensive lineman? You tree. He’s the prototypical Steelers outside linebacker sizecan’t field a team this way yet every year you hear teams make (6’4’’ 252lbs) with long arms. Unlike years past when thethis statement. At the end of the day they always draft players in Steelers would draft college defensive lineman and turnpositions of need. them into 3-4 outside linebackers, Watt played outside line- backer in a 3-4 defense at Wisconsin so there should beAs I wrote previously about the Steelers off-season, I feel they more familiarity with Kevin Butler’s defensive scheme. Heneed to improve their pass rush and secondary if they want to was productive in college recording 11.5 sacks last year. Iftake the next step towards Super Bowl win # 7. They took OLB you recall the Penn State/Wisconsin Big Ten ChampionshipTJ Watt with their first pick (pick #30 overall). Their second pick last December, then surly you remember Watt. He was allwas bit of a surprise when they selected wide receiver JuJu Smith over the field making tackle after tackle. His best trait is his-Schuster from Southern Cal Univ. In the third round they finally motor which never stops running. I loved that they went foraddressed the secondary with Cornerback Cameron Sutton from a pass rusher early and he seems to be a great fit for theUniversity of Tennessee. Obviously, Watt is the #1 pick and the Steelers defensive philosophy.most important in terms of how this draft will be evaluated butSutton may be the pick that has the most impact on the 2017 JuJu Smith-Schuster – I will admit this pick surprised meseason. If Sutton can contribute and improve the secondary, this just a little. I knew they planned on taking a WR but I didn’twill improve an already improving Steelers’ defense. Yes, Watt expect one this early. There is a lot of speculation that thisneeds to contribute but the pass rush should improve by having a pick means the Steelers have concerns about Martavis Bry-healthy Bud Dupree for a full season whereas there is no rising ant staying clean and/or Sammie Coats improving. I don’tplayer of Dupree’s caliber who didn’t fully contribute to the sec- buy either of these arguments. Yes, they are and should beondary last year but can be added this year. For this reason, I concerned about Bryant and Coats but I don’t think that wasfeel that Sutton is more important that Watt when it comes to the the sole reason they grabbed Smith-Schuster this early.2017 season. The more I read about this kid the more I like the pick. It seems they plan to use him in the slot and in the red zone. I’m especially excited to see how he fairs in the red zone this preseason because red zone scoring must improve on this team. 4

They like his toughness and potential and I’ve read many who com- Allen is 6’3’’, 210lbs, and has 4.4 speed. As a former offensive player,pare his play to Hines Ward. This pick has grown on me. Yea, it’s he has to work on tackling which he admitted he ‘didn’t know how to do’unlikely Smith-Schuster will be as great as Hines Ward but he may be when he made the switch to cornerback. He looks like a practice squadan upgrade as well as a compliment to current slot receiver player this season but he does have a huge upside. I think this was a great pick for the 5th round.James Connor – this is obviously a great feel good story but it’s alsoway more than that. James Connor can play! I think he gives the Colin Holba – earlier in this article I felt the need to write out ‘LongSteelers the backup to LeVeon Bell that they desire. He’s also a much Snapper’ (when listing the picks) instead of LS for fear no one wouldbetter receiver than people think. His smash mouth running style is a know LS stands for long snapper. Teams generally don’t draft longnice compliment to Bell’s shake n bake style. There’s no question snappers but rather sign them through free agency. Apparently, theDeAngelo Williams was just about as good a backup RB the NFL has Steelers really wanted this kid and they feared they could not get himever seen but I think the team felt it was time to get younger. When through free agency or even a round later in the 7th round. This pick isWilliams was able to play he was fantastic but injuries were starting to easy to criticize because it’s a real head scratcher. The team just re-take its toll and Connor was the guy they wanted all along to replace signed long snapper Chris Warren to a one year deal as they have beenWilliams. Don’t be fooled by the great story of Connor’s battle with doing each year for the last three years. So, now, you have two longcancer and his triumphant comeback, the kid can play and that’s the snappers on the roster? My guess is Warren has indicated to the teamreason they selected him, his story just makes it sweeter. he may retire after this year and the team wanted a replacement in place. Those in the know say a long snapper plays a big part in theCameron Sutton – the team waited unit their second 3rd round pick to kicking game and a bad one can cause kickers to miss field goals. Any-grab a corner. I was hoping for a corner first or second but they felt one remember James Harrison’s long snap back in 2008 against thethe value of Sutton was higher than the 105th pick and a better value Giants? Still, a long snapper?than the corners available when they selected in the 1st and 2nd round.What I like about the scouting report on Sutton is that he can play man Keion Adams – scouting reports on this kid say he’s a natural passto man. rusher. He’s most likely headed for the practice squad this year.Defensive Coordinator Keith Butler and Defensive Backs coach Car- So there you have it, your 2017 Pittsburghnell Lake have both mentioned their desire to lock up in more man to Steelers draft class.man coverage this season. The idea is for Sutton to start out playingthe slot. As I mentioned earlier, I think Sutton is the key piece to this The Steelers rookie minicamp takes place the weekend of May 12th to May 14th. draft’s effect on the 2017 season. If he can play this season and be an upgrade over William Gay (like Here are the players jersey numbers: Sean Davis was to Will Allen last year) he improves their pass coverage. Watt – 90 Joshua Dobbs – EVERYONE wanted the team to Smith-Schuster – 19*draft a QB this year! Are you happy? A lot of pre-draft material linkthe Steelers to Dobbs and sure enough they picked him. The kid is Cameron Sutton – 20*very smart, a rocket scientist, and yes he seriously is a rocket scientist.Dobbs has an aerospace engineering degree from the University of James Connor – 30Tennessee. In fact, Dobbs was competing in a science fair competi-tion during the draft. Keven Colbert was quick to point out that the Joshua Dobbs – 5*team does not view Dobbs are Roethlisberger’s eventual replacementand the hope is to develop him into Landry Jones’ replacement and Brian Allen – 29*see what happens from there. Dobbs is raw but has NFL size and abig arm. At this point, he’s just a project but as a fourth round pick, Colin Holba – 49*why not? You got to believe the team did not feel any of the corner-backs or tight ends available with this pick were a better option than Keion Adams 99*taking a chance on Dobbs. I’m not crazy about this pick but I also don’tmind it. *subject to changeBrian Allen – think Ike Taylor here. Allen like Taylor was convertedfrom offense to corner during his college career at Utah. Allen is cer-tainly a project but he has very intriguing ‘measurable’. 5

Don’t Hesitate, Connect Right Away Submitted by: John MartinecAs soon as someone mentions UPMC Access, the first thing on my mind is connecting to their de-vice. Use Go to Assist right away to get connected. Most of the time, you will be more efficientwhile connected as opposed to walking the user through something over the phone.You can also use Remote Control Viewer to connect to machine on the network. Sometimes it isquicker to get to the root of an issue when you are looking at it with your own eyes as opposed torelying on the end user to explain it to you. This can also be very helpful when resetting passwords.Does Medipac come to mind? Sometimes it is easier to connect, enter the temporary password forthem and watch as they type in their new and confirmation passwords. This can work with otherpassword resets as well. Great Customer Service Tips!1. Always respond in a Timely Manner - One of the biggest factors in good customer service is speed,especially when a client is requesting something that’s time sensitive. Answer the phone or chat as soonas possible.2. Listen to our Customer - Customers are just ordinary people and they want to be heard. Just Listen!3. Treat your customers with Respect - If you are trying to deal with an irate, rude, complaining or de-manding customer, never lower yourself to their level of behavior. Continue treating your customerswith respect, and in turn they will respect you. They might just be having a bad day and could well re-gret their bad behavior.4. Never Argue with the Customer - You’ll never win an argument with a customer: what this means isthat, if you do win, you will have alienated the customer and lost their business forever. We all under-stand only too well that a customer is often wrong, but it’s not a good idea to start defending yourself:focus on what’s occurred and see how you can best resolve the situation.5. Honor your commitments - Do what you say you will do. If you offer something to the user, thenyou must honor it: it you say you’ll respond to emails, respond to them. It’s irritating to anyone to bepromised something and then not get it: it’s a surefire way to ruin a relationship. 6

Once again it’s time to get Outside andenjoy Nature! Venture Outdoors is agreat way to enjoy nature and try newactivities. www.ventureoutdoors.org Calling all Authors: Did you ever turn a negative experience into a positive experi- ence? How did you do it? What was your craziest call... Ever? What is your favorite recipe? Do you have a questions you would like to have answered or a Customer Service Tip? We would like to hear from you! You can send your submissions for the news- letter to: [email protected] or you can contribute anony- mously 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 March 2017 Newsletter: Tom West Gerame Matthews John Martinec Jeff RossContact Us at: [email protected] 8