Technical Support is Customer Service

- Posted in Uncategorized by

This is what I believe in. This email went to our company's CEO after the events in the midwest went so well. I work very hard to assure a great experience every single time I'm called upon to provide service.

Good afternoon. I just wanted to share with you an email from a very important DOL customer regarding Carl’s outstanding efforts. Carl continues to excel in providing our DOL clients with technical expertise along with great customer service. Way to go and thank you Carl!
- Marty

Short notice and large scale

- Posted in Uncategorized by

When the department decided to run a nationwide pilot program, we needed to quickly setup and support training sessions. I worked with Jon, a regional administrator for the midwest on a number of training sessions. I worked with his local staff in Chicago, Kansas City and Cleveland to test their local equipment, check sound and to guarantee we had interactive, effective training sessions for his staff.

The outstanding support provided by Carl Holscher in support of the Departmental roll-out of the Workforce Flexibilities Training happening in multiple locations throughout the country was in a word unparalleled. On very short notice – we had less than a week to prepare for multiple sessions in Cleveland and Kansas City (as well as Chicago later this month) – Carl had my region setup with Large Scale WebEx training for the management sessions in all locations and employee sessions in KC and Chicago. We tied field office locations in multiple states to each host location so our field staff could benefit from receiving the information first hand from the HRC presenters. Through Carl’s assistance we reached numerous additional field offices and hundreds of additional employees and management officials than if we were limited to the face to face training format.
Carl could have not been more responsive to my initial questions, more quickly established all the sessions in order to provide the WebEx link information to employees with several days advance notice, and was equally efficient in answering questions and accommodating the union’s last minute request to alter the start time of one of the KC employee sessions.
The WebEx portions of the trainings in Cleveland and KC could not have been the success they were without Carl’s outstanding customer service and support. Given the significance of these training sessions from a Departmental perspective I wanted to personally pass along my sincerest appreciation to all of you.
Thank you. And thank you again Carl!

Urgent and time sensitive

- Posted in Uncategorized by

I excel under pressure. Even when working under pressure, in this case, I received notification about this event a few hours before it was set to begin for a large remote audience. We ran into some minor sound issues I was able to resolve with the local team on-site and the event went off without a hitch.

I just want to thank you all for providing great support and assistance last week to arrange WebEx for our MSHA Stakeholder meeting. We had an urgent and time sensitive request which the WebEx support team fulfilled right away. Thanks to the team, we were able to work out the glitches and provide support to a mission critical webinar. I truly appreciate everyone’s effort in this regard.
Thank you,

Planning assures excellence

- Posted in Uncategorized by

Everything is a potential point of failure for a live event. When we incorporated live video, pre-recorded video, multiple slide decks and music piped to our local audience many things could have gone wrong.

But it went great because we tested everything the day before. This worked all the remaining issues along with the prior testing I conducted in private to make sure the videos would work and the transitions between elements would be smooth.

Thank you very much for all you did yesterday to help make the “Enough is Known for Action” event go smoothly. We greatly appreciate all you did to get our technology and WebEx running. With multiple powerpoints, a PSA video, and music made things a little complicated, but your willingness to help us make it all work was amazing! Thanks also for the extra time you spent with us on Wednesday for the walk through; it was so helpful to meet to discuss logistics in advance. Participants have given us great feedback already, and we could not have done it without you!
Thanks again and we look forward to working with you in the future!
-The DYS Team

I wanted to take a moment to acknowledge excellence.

- Posted in Uncategorized by

For this event, we needed to coordinate live video feeds from 8 remote locations including our local office. I ran test sessions with each city involved multiple times to make sure we had not missed any technical issue.

The day of the event, we had a flawless execution with live video from all 9 cities as awards were handed out to employees both locally and remotely and they were able to be seen and congratulated by the agency's leadership.

I wanted to take a moment to acknowledge excellence.

A few weeks ago, I challenged you to turn our dream of an OIG Awards Ceremony that could be enjoyed by all of our employees into reality. Well, on March 4, 2015, not only did you meet the challenge head on, but you did so with outstanding expertise and professionalism. The combined IT technical expertise from both OIG and OASAM made it possible for our organization to conduct the ceremony for the first time as a nationwide, webcam simulcast via WebEx in eight different geographical sites. This allowed all OIG personnel to be interactive and present in ‘real time’ for the broadcast held in the DOL Cesar Chavez Auditorium.

The execution of the feat was so great, our employees are still talking about the great customer support. It was the demonstrated collaborative team effort that resulted in the successful outcome of this event. In my opinion, this is a perfect example of what great results can be produced when the collective talents of highly-skilled professionals are put to the test…they far exceed the expected outcome!
Again, thanks for a job well-done!

Rock Stars

- Posted in Uncategorized by

Thank you for your help with the OCIO All Hands today! You guys are rock stars, and your support and expertise really make the event easier to run. Thanks again.

The only constant is change

- Posted in Uncategorized by

The very nature of event planning is chaos. Especially when working with many stakeholders and organizers. Often times I work with people tasked by other people to plan an event. They hold some of the information but not always the power to make decisions.

I am always flexible and I strive to accommodate all requests, no matter how close to the event to make the event a success and give my customer everything they've asked for.

Just in case you didn’t already know, Carl’s the man! Carl really works hard to accommodate all our requests and is very tolerant of our constant changes and last minute tweak requests. I know you guys are triple booked and running crazy with all the WebEx requests and so I just wanted you to know that we really appreciate Carl and all your WebEx guru services!
Thanks again! Have a great weekend!

Flawless, Repeated Execution

- Posted in Uncategorized by

My first task when I arrived at the Department of Labor was to support 9 months of training for future Senior Executives. It took months of planning and repeated testing but we pulled off a flawless training course over those long months.

I want to thank the OCIO Team, specifically Carl Holscher, Andre Brown and Martin Barrett for their hard work and dedication in helping with the SES Training Program. They each played an important role in making the program a success. There were many technical obstacles and the team worked diligently with the Executive Resources staff to ensure each session during the last nine months was executed flawlessly.
Again, thank you and your team for their support and contributions.
Thank you,

Don't stop til it works

- Posted in Uncategorized by

While working the The Atlantic magazine, we had a Made to Print server used to pre-flight the print edition of the magazine. It liked to stop processing pages and spit out gibberish, usually during tight deadlines and production nights. I often beat this machine into submission.

I just wanted to thank you for everything you did to fix the Made to Print server earlier this week. It always seems to go down at very inconvenient moments, but you are always available to fix it and don’t stop until it’s working again. I can’t tell you how much we all appreciate that here. Thanks again, Melissa

Above and Beyond

- Posted in Uncategorized by

I never stop until the job is done and happily handle other issues I encounter. While I resolved anti-virus issues for one customer, another had an issue I was able to quickly resolve, saving them time and allowing them to get back to work.

Thanks for setting things up with Carl, who got things updated on Juliana’s laptop. Apparently because she never logs into the system none of her antivirus protections and updates get done. ... And just a note of thanks about Carl, who not only dealt with Juliana but a late and momentary crisis involving one of our editors Tuesday night.
- Keith