The Employee: Patsy Guess

Location: Little Rock

 

Generally speaking, business people want two things from their IT support staff: a.) Solid communication and  b.), Speedy resolution. These two certainly apply to our TSG support teams at Datamax, who are built differently than a run-of-the-mill IT support company by providing local, professional yet personable IT support of the highest caliber. And, without a doubt, it applies to our own Arkansas Technology Specialist Patsy Guess.

She is resourceful. She is thorough. She’s accommodating and, frankly, pleasant to talk to. Just ask the team at Hossley Lighting and Power Solutions, a raving TechCare customer in Arkansas.

The Organization's Need.

HLPS Is a manufacturer's representative for lighting, controls, and electrical products serving Texas, Arkansas, Louisiana, Mississippi, Oklahoma, and Tennessee. With a litany of workers out in the field with laptops and mobile devices, they depend on access to a remote server so they can work productively.

When they can’t access their Outlook email this way, it’s a big problem.

“They use a lot of email quotes with attachments that they literally drag and drop into their line of business software,” Patsy said. “One user couldn’t access it because of an authentication issue. And she couldn’t afford to be without email for long. Their LOB (line of business) software is much faster in the RDS rather than through the VPN. Outlook, meanwhile, is an essential part of their work alongside the LOB software."

The Team's Approach.

Once she received the service ticket, Patsy reached out to the client and asked all the appropriate questions to best understand the issue. She thought that she knew the path to the solution (accessing the server and entering registry keys to bypass the modern authentication), but wanted to be certain, and DIDN’T want her client to have to log off her computer.

“I got her credentials so that I could log directly into the server, so she could in the meantime keep working through VPN.  When they are working remotely, they are using the VPN. The difference is what they're accessing. When they are in the RDS (remote server), they log in first to the VPN and then to the RDS. Otherwise, they log into the VPN and directly into the LOB software. It is the LOB software that moves like molasses over the VPN. Once I did that, I had her go in and test it to make sure everything was properly (which it was).”

For Patsy… easy enough. But perhaps more than the technical acumen she possesses, Patsy works hard to empathize with her clients’ frustrations, she’s accommodating to their schedules and remains emphatically respectful of her clients’ time… specifically their Uptime.

“I try to make issues like this as little an inconvenience as possible but also try to be thorough.  While I want resolution to be fast and her back to work, sometimes you have to check a few extra things. The last thing you want is for them to call you back with the same issue,” Patsy said.

What made them a Raving Fan?

As usual, they say it better than we ever could. Check out this feedback on the post-ticket survey sent to HLPS. Want to talk about Creating Raving Fans?? Consider IT done.

“If I had to pick a person to work with at Datamax it would always be Patsy! She is extremely knowledgeable, detailed, and attentive! She's easy to work with and always gets things taken care of!”