You need people skills. At the end of the day, our top priority is the customer, and when it comes to people skills, you either have it or you don’t. So when we grow the team, we look for people who are going to get along with our team and our clients. Reliable people with a positive attitude who want to find solutions, not focus on problems. When someone on the team causes a lot of noise, it’s unnecessary headache and stress for everyone.
You need the ability to keep moving forward even when the immediate answer does not present itself. You also need the wisdom to know when to ask other team members for help so you can keep moving forward.
WHY ARE PEOPLE SKILLS IMPORTANT?
A little empathy goes a long way. For example, many years ago I was working as a Technician where we followed a three-contact attempt procedure. This meant we would contact a person to fulfill their request three separate times before closing their ticket. If the person still needed help at that point, they would need to resubmit their ticket. Well, this person finally called me back a week after I had closed their ticket. They started screaming, becoming unreasonably angry. I had a choice to refuse to help them or to diffuse the situation. I took the perspective that this person could be having a bad day – which could happen to the best of us. I opened a ticket on their behalf and proceeded to help them.
WHAT’S YOUR FAVORITE THING ABOUT WORKING AT MRE?
I can honestly say that the team we have right now is the most cohesive group that that I’ve been a part of, and we want to maintain that cohesion. So, I don’t care if you’re the smartest guy in the room, if you can’t be a team player and share your knowledge with the team, you’re not really bringing anything to the table. I can teach technical skills, but I can’t teach someone to have a better personality.
HOW ARE YOU ENJOYING MRE?
To be honest, I was overwhelmed my first week. I even questioned myself – am I really going to survive? But I dug it out, learning more and more week after week. The weeks then turned into turned into months, months into years. Now six years later, I have gone from being a Service Desk Technician to a leader of the Team, mentoring others through the same experience.
WHAT ARE YOU EXCITED ABOUT IN THE TECHNOLOGY SPACE?
Microsoft Windows Autopilot is a new program that will streamline the way we deploy devices for new hires and employees. Previously, we set up each machine manually which included installing each required application. Autopilot reduces the hands-on time required for set-up, enabling us to get devices into the hands of end users faster. We will be able to customize and manage profiles that represent different device configurations. We’re very excited about the program and how it will benefit our team and all the users we serve.
WHAT DO YOU DO FOR FUN?
My pride and joy are my three dogs. They’re a breath of fresh air, and I love playing with them when I get home from work every day. I have a Pointer and two Yorkie and Dockson mixes (Dorkies!!)
Of course, I also enjoy spending time with my family. My dad and I play golf every weekend. I’ve been playing since I was 10 years old, and it’s a wonderful father-son bond we share together. We’ve been making an extra effort for family time recently. We recently experienced loss in the family. It really reminds you of how important it is to spend as much time together as you can, while you still can, because you never know what will happen.
A lot of people don’t know that I’m an avid WWE wrestling fan. I love watching the athleticism that the wrestling stars portray on television. I just find it mind-blowing and fun to watch. On top of that, I’m a huge fan of the Star Wars and Marvel movies, and just movies in general.