Congratulations to the Desktop Support Technician and Analyst of the Year Nominees, Runners-Up, and Winners!
Desktop Technician of the Year:
Donald Mulvey, National Multiple Sclerosis Society
Nominated by: Carol Sloper
Don Mulvey has worked for the National MS Society for several years and is a tremendous asset. His current role is an IT Engineer performing desktop and telecommunications support in a Tier 2 role.
Don is one of those amazing employees who just “does his job” without any management. And he doesn’t just “do the job” – he exceeds at his job performance.
The Society is in the midst of a major centralization of support and infrastructure. Don has taken on a lead role for the migration of all of our nation-wide chapters to be moved to a central domain using standardized workstations and move the chapters to a central nationwide phone system. He willingly spends weeks on end traveling to perform this support, and in the meantime makes sure that he is handling general desktop support (Tier 2) tickets as well.
He has the respect of his peers, leadership, and mostly – the customers he supports.
He’s a true support professional and deserves this honor.
Robert Forster, The Aspen Skiing Company
Nominated by: Rob Blanchard
Robert has a genuine interest in technology that goes well beyond his job. This interest keeps him excited about his job and in passing his extensive knowledge on to the rest of our team. He has a friendly, light personality which helps him put our customers at ease while building meaningful relationships with them. Because his knowledge spans so many topics he has been involved with a number of projects without operations projects including the implementation and configuration of Bit9. He also re-wrote firmware for our SkiData gates which came in from our vendor and did not work. Simply put, I would be overwhelmed without him on my team.
Analyst of the Year
Amber Merritt, CH2M HILL
Nominated by: Joe Kincaid
After completing training, she volunteered to take over and mastered the responsibilities of a team we were losing. She became the primary support and trainer for that resource while maintaining her primary duties as a Phone analyst.
She excelled at learning new processes and mastering those processes. We adding her to our Account admin team and trained her to do the processes. I challenged her to complete the employee setup process in under 10 min. Prior to Amber joining the team, no one was able to accomplish this goal. Within months of adding her to the team, she exceeded this goal. She completed this process within 6 minutes.
Because of her efforts on the account creation team, she became the primary trainer for this team. Her knowledge far outgrew mine on this team. I placed her on a team to help our HR group improve some of their processes. She received great feedback from HR on her ability to help them. They requested her help again just last week for another project.
Mark Brannan, CH2M HILL
Nominated by: Joe Kincaid
Mark started working with us in May of 2008 and has had several different roles with our group. He has served as the Dedicated Point of Contact for our group and as an On-Call technician for our After-Hours support team. As one of his first roles, he served as the Microsoft Exchange 2008 Liaison to our Tier III group. Taking on this role, showed us what he was really capable of doing.
Mark has an amazing personality and sense of humor. He is extremely approachable and enjoys interacting with every single person on our team. I can honestly say I have never seen him have a bad day at work since he started working with us. He has a great focus on helping our customers and assisting his fellow team members when they have a question. Mark receives many compliments from his peers and from customers about his relaxed and supportive tone when he is working with them or helping them with an issue.
Keegan Hamlyn, Westerra Credit Union
Nominated by: Mario Correa
(No extra overview provided)
Lucas Whitman, Truestone Communications
Nominated by: Elizabeth Prunk
Shortly after joining the Service Desk team, Lucas facilitated an effort to assess and update existing AutoTasks (quick calls) in our Heat ticketing application as a way to improve the team’s ability to quickly close or escalate tickets for common issues. He developed and implemented a VBScrript to automate the creation of user accounts that to date has saved over 550 man hours. Lucas frequently makes recommendations for procedural changes that lead to the team’s ability to consistently meet and often exceed SLA requirements. The team has come to rely on his knowledge, expertise, and leadership. Without Lucas’ valued contributions, it would have taken us much longer to grow to the organization we are today.
NOTE: Abacus Technology and Truestone Communications are contracted to provide IT support to BOEMRE, an agency within the Dept. of Interior.
Michael Armour, National Multiple Sclerosis Society
Nominated by: Carol Sloper
Michael is a Tier 1 Analyst for the National MS Society and has been performing excellent customer support for over a year. In addition to providing Tier 1 support, Michael has been instrumental in helping to create processes and procedures that make the Support Center more effective – including our Procurement process.
Recently, we changed call tracking systems to Remedy. Michael stepped up without being asked to become the lead adminstrator for the application and helped keep our implementation project on track.
He takes his work very personal and gives his all every day. He’s dedicated, reliable, and gives awesome customer service.
Thank you for considering Michael for this honor.