If you read this month's value aloud, it is uncanny how much it sounds like a maxim passed from Master to Student in a Kung Fu movie: "Practice both Confidence and Humility." Truth be told, a help desk tech who doesn't exemplify this value will not last long in the position. No one wants to talk to a tech who doesn't have complete confidence in their ability to fix whatever problem you throw at them. On the other hand, humility is also needed. The tech must have the ability to place the customer's technology needs first ahead of his or her own comfort and must have a feet-on-the-ground understanding that no one has all the answers when it comes to technology.
"Remember always that a wise man walks with his head bowed; humble like the dust."
- From the television show Kung Fu
This month we highlight someone who embodies these seemingly contrary characteristics, Lisa Hardy. Lisa is relatively new to Mytech. She was recruited to the Help Desk by our Dispatcher, Robin Steger. You would never know that Lisa is relatively new to Mytech from listening to her on the phone with customers. She has the confidence of a natural at this job and seems to instinctively be able to gather all the pieces of a puzzle that she will need to resolve an issue. Lisa maintains a high volume of closed tickets, but she has the humility to know when to set an issue down and ask for help. When this happens, the senior techs really appreciate the way she has already gathered all the needed info and carefully defined the issue. More often than not, Lisa gets a quick piece of advice or a how-to link and then solves the issue herself.
"Knowledge will give you power, but character respect."
– Bruce Lee
Lisa has been going through many significant life changes recently. She is a recent transplant to Minnesota from warmer climates. She spent years as an enlisted member of the Air Force, then was commissioned as an officer; she is now in the Air Force Reserve.
"Don't try to be like Jackie. There is only one Jackie. Study computers instead."
- Jackie Chan
Shortly after arriving in Minnesota, Lisa began looking for the right position. "I've always been interested in computers; I was raised around them - my Dad was a serious techy and always had 3 or 4 laying around. My husband met Robin (Mytech Dispatcher) during a volunteer event. Somehow, they ended up discussing me. Robin decided I sounded like a good person who needed a hand so she put my name in the hat for the jobs that were opening up at Mytech. The rest, as they say, is history."
Lisa has two more life changes coming at her: in early October, her Air Force promotion to Major will take effect. Then, in early November, she is expecting the arrival of her second child. Please join us all in congratulating Lisa Hardy!