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Winners Among Us
Two Perot Systems Service Desk Agents Nominated For “Help Desk Analyst of the Year”
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On November 1, support leaders and practitioners from organizations throughout the Dallas/Fort Worth Metroplex attended a Help Desk Institute (HDI) flagship event at the Las Colinas Country Club to honor 32 “Analyst of the Year” nominees from 21 organizations. Perot Systems was represented by associates Juan Aguilar and Cesar Rodriguez, who were both nominated for “Help Desk Analyst of the Year.” During the Awards Banquet, all nominees were recognized and honored, and the Analyst of the Year and Runner Ups were announced and given prizes.
Cesar and Juan were selected by our Service Management Team and EUS Trainers for their high work standards, ethics, dedication and leadership qualities. They both continue to exceed our customer’s expectations and provide excellent service.
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Cesar received the prestigious award of 2nd Runner Up for the Dallas/Fort Worth Chapter. Dewayne Jennings, service desk manager, noted, “Cesar was assigned to the CHS Service Desk, which was a very difficult phased transition from existing individual hospital service desks to an outsourced single service desk for over eighty hospitals. Cesar was an integral part in the customer relationship and knowledge transfer efforts.”
Excerpt from Cesar Rodriguez's nomination form: “Cesar Rodriguez is not just a great analyst; he is one of our “Best Analysts.” He possesses high work standards, ethics, dedication and leadership qualities. He is an example for all our global agents to follow. His demeanor and professionalism is consistent and unwavering day after day, call after call. Cesar has been selected twice the Perot Systems Service Desk agent of the month award. Cesar’s upbeat attitude and calming demeanor makes each call a very pleasant experience for our customers. Cesar goes above and beyond to ensure that each caller feels their issue is urgent and a high priority. Cesar ends each call with his trademark phrase – it’s my pleasure. He truly makes the end user feel it was his pleasure to ensure their technical needs are met.”
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Excerpt from Juan Aguilar's nomination form: “Juan Aguilar has made outstanding contributions to the Service Desk and to the customers he supports. He quickly came up to speed on his assigned accounts and constantly looks for ways to provide better services to our customers. Juan, through his own initiative, discovered weaknesses in specific areas and addressed those target areas first. Juan is a very positive influence on our service desk team as his cheery smile and vivacious personality inspires team work within our department and the accounts he interacts with. We often receive appreciation notes from customers on how impressed they are with Juan’s skills, his professionalism and the excitement he brings to everyone.”
In honor of Juan Aguilar and his contributions to the LifeCare Service Desk, Client Executive, Darrin Silgar joined in the evening of celebration and honors.
Each year HDI national works jointly with the HDI local chapters to identify and award the industry’s top first-level support analyst. Support analysts that are nominated at the local chapter will have an opportunity to compete with their peers locally, regionally and globally for this prestigious award. A personal business profile of the nominee and the nominee’s company, in addition to specific attributes that demonstrate the nominee’s understanding of industry standards, commitment to excellent service, and consistently exceeding performance objectives were submitted to a distinguished panel of industry experts acting as judges in the competition.
Founded in 1989, HDI is dedicated to helping IT service and support professionals and their organizations maximize the return on their professional development expenditures. To this end, HDI focuses on establishing best industry practices, developing certification and training programs based on internationally-recognized standards, and providing members with timely access to valuable industry resources and events. To learn more about HDI please click here.
Our congratulations go out to each of the candidates for their outstanding accomplishments.