QUEUE Spring Vol 2

Quarterly
Spring Edition, Vol. 2
d
d
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Index
A Note from your Editor

Editor’s Note
Hello Team!
Thank you so much for stopping to read this
letter. I would like to ask you to consider the focus
and goal of QUEUE for our Service Desk. First, it
should be informative. Second, it should create an
opportunity for team building. And Third, it should
give you the opportunity to share your voice with your
co-workers. Your contribution is not only requested; it
is detrimental to the value and survival of QUEUE. We
all have something to contribute and QUEUE is an open canvas for you to
share your talents, opinions, information and views for us to paint our own
picture of the HISD Service Desk. Marlon has worked hard at collecting recipes
from team members to add to “Cooking With Co-Workers”, showing how
talented we all are in the kitchen. If you have not submitted a recipe, please
see Marlon about the next Theme. As you may have noticed, Mr. McDonald
contributed a few walk throughs for using Skype for Business: Finding and
Adding Contacts, Sharing Your Desktop and Share a PowerPoint Presentation.
In the first issue, several of your Team Mates were interviewed for “Hear it
Here” and you learned a little bit about their Customer Service styles and their
favorite colors. We listed the birthdays that passed and you will see in this
issue that we will cover the birthdays that took place in the Winter and we
will look forward to the upcoming birthdays as well. This way we don’t miss
anyone’s birthday before we get the next issue of QUEUE. If you have any
ideas for an article, please come by my desk and you will be added to the list
of contributors. Whether you want to submit a onetime article or contribute
in every issue, we want to hear from you! No pressure, well maybe just a little.
Remember, this is our magazine so make it what you want it to be. Do you
feel strong about being healthier? Let’s talk about it in front of everyone by

putting your story in the magazine. Do you think we should change the way
we do meetings and have ‘walking meetings’ instead of ‘seated meetings’?
Speak up and it will be in the next issue of QUEUE. Don’t misunderstand me
here, we will not be getting new chairs or protesting our policies, but we will
be having open discussions about the things that matter to us. So, share your
stories and showcase your talents! That’s what QUEUE is here for… YOU.
Get in the QUEUE today!!
Sincerely,
Regina Smith Adams
QUEUE Editor

QUARTERLY
CONTENTS
Volume 1, Issue 2
FEATURES
09 HEAR IT HERE
By Regina R Smith
“Do’s and Don’ts of the IT Service Desk” – QUEUE
asks five HISD IT Service Desk Representatives for
advice on how to handle some difficult calls.
DO
DON’T
EDITOR
Regina R Smith | 887124
CONTRIBUTING EDITOR
Marlon T Hollins | 887118
34 IPDP YEAR END REVIEW
Are You Ready?
By Regina R Smith
At the beginning of the year we all set goals for
ourselves QUEUE will make it easy to meet those
goals with a little planning and team work to get
you to the Finish line.
CONTENT MANAGER
Jermon Brown | 887101
5827 Chimney Rock, Houston, Texas 77081
ServiceDesk@HoustonISD.org
18 LEVEL 3 AND HOW TO GET THERE
By Regina R Smith
Our Level 3’s talk about their experience getting
to the place you may want to be. Here’s the map
ARTICLES
12 IN THE KITCHEN WITH CO-WORKERS
By Marlon T Hollins
Marlon has put together a great Spring menu,
let’s have a Pot Luck.
39 HOUSTON IS HOT! THINGS TO DO
By Regina R Smith
Now that winter is over and the weather is
warming up, your co-workers suggest some fun
activities for you to enjoy this Spring.
24 KEYNotes IS HERE
By Regina R Smith
Communicating knowledge is an essential part of
our function, so using KEYNotes is a must.
28 OFFICE 365 FLOW
By Regina R Smith
Get automated with Office 365’s Flow application
today.

Coming Soon
START OF SCHOOL
What you need to know to properly greet and assist
the teachers coming in for school year 2017-2018 BTW:
Thanksgiving will be a full week this year!
CAN WE TALK?
What about your
Customer Service?
Are you on par or
falling behind?
STEVEN’S CORNER
Your co-worker will join
QUEUE with his contribution
to the magazine.
QUICK REVIEW OF 365
We will go over a brief description
of all the Office 365 tiles and what
they are used for.
HEAR IT HERE
QUEUE asks Service Desk
members what they
would like to improve on.

it

During the course of the day there are many opportunities to perfect the skills of good Customer Service here
at the HISD IT Service Desk. And that means there are plenty of opportunities to practice what works and what
does not work. We must all strive to determine what does work and avoid what does not work. I asked one
person from each Service Desk POD about some of their Do’s and Don’ts to gather a little insight of how we
view “Best Practices” here in ‘Fix it Land’. I also used this opportunity to find out about each person’s favorite
thing to do when away from the desk when I asked “What are you up to when you’re not saving someone’s day
here at the Service Desk?” So, when your coworkers are on the phone that is the best time to learn how to
better handle common and not so common problems as well and what NOT to do when you are assisting our
customers. Does one response always solve the issue? Do we need to consider tailoring our responses to the
caller? How do you handle these issues? Do you have any Do’s and Don’ts you can share with others? As always,
you’ll Hear it Here and if you have something to add, by all means share the wealth of knowledge with us all.
Thankfully you are on the other end of the phone when customers call needing
assistance but what do you do when you are not wearing your cape for HISD?
“I am raising my 13-year-old son, caring for my parents and hanging out with
family and friends.”
POD 1 CARESHA GIBBS
What are your Do’s and Don’ts while on a call?
“DO: “Make the customer your number one priority giving them your undivided attention. Properly
document every ticket… EVERY TICKET. Treat your customers with the Golden Rule Treat them the way you
want to be treated. Show respect and be accountable!”
DON’T: “…There are so many! Don’t become distracted and never interrupt the customer. Do not eat while
you are on a call or drink, or chew, it’s rude. Don’t be disrespectful to your customers. That basically covers it.
POD 2 COREY PRICE
Each day, you may find yourself saving the day for someone who needs your
assistance. When you are not putting out fires for your customers, what are you up to?
“I’m a Gamer! I play Sports, 1 st Person Shooter, Wii Sports and all interactive games. I
like the dancing games. I had a couple’s party and we all did various Michael
Jackson dances! I’m a big guy but I bet you didn’t think I could move like that!”
What are your Do’s and Don’ts while on a call?
“DO: “Always let the client know you are happy to assist them and that someone will always be here to
help them. Keep it simple.”
DON’T: “Don’t take it personal. The customer is not mad at you; they are mad at their situation.”

POD 3 JAMES CALVIN
There is truly a “Life” outside of HISD and I tend to grasp onto that during
breaks either it being with family, friends, or world news. I’m always searching
news articles, keeping an eye out for what’s out there or being in the know.
This usually helps to destress the mind of the phone ringing and different calls.
Stepping outside away from the desk is a plus.
What are your Do’s and Don’ts while on a call?
“DO: “Always be attentive, have that extra ear, be patient and be professional.”
DON’T: “Do not over talk the person on the line. Do not take calls personal and do not be disrespectful.”
POD 4 JOYCELYN TURNER
You are here with us at the service desk helping HISD personnel avert all types of crisis,
but what do you do when you are away? I enjoy Singing and spending time with my
three daughters, ages 17, 19, 29, son age 27 and all three Granddaughters, ages 7, 1
and 5 months.
What are your Do’s and Don’ts while on a call?
“DO: Verify who is on the phone, paying special attention to the last four digits of the social security
number; be sure you pull up the correct information for your caller on the phone. Have empathy for the
caller and show them patience. This way the caller builds a rapport with the Service Desk. This encourages
feedback from the caller.
DON’T: Give the wrong information!! Don’t give callers false information because it makes us all look bad;
it makes us look like we are not all on one accord and not communicating with one another.”
POD 5 CARYL WILLIAMS
You have a full day every day helping so many callers, when you are not
here being the Wizard, what are you getting into? “Without Him, there is
NO ME so I’m going to church. I spend time with my family and run around
after my 4-year-old. I am also going back to school, playing softball on the
weekends, going out to eat and volunteering for Habitat for Humanity with
my family. Volunteering at Spring High School and in my community.” Whew!
Caryl, you are busy!
What are your Do’s and Don’ts while on a call?
“DO: “Be attentive, have good communicate, answer calls promptly, be polite, always begin with an
introduction, mind your manners, give customers your utmost attention and be sure to take notes
throughout the call, make your services and offerings clear from the start, apologize if there is an issue
and end on a positive note.”
DON’T: “Do not interrupt customers while they are talking, don’t make empty promises you cannot keep,
refrain from using unprofessional language no matter how comfortable you are with your client.
Definitely, do not argue with the customer, never overcomplicate the resolution; keeping it simple is best.
And don’t make excuses.”

If you have something you would like to share with the team, no
matter how big or small, let us know! We’d love to hear from you!

Dear Service Desk Team,
Most meals at American restaurants are not healthy. They are packed with
processed food and enough calories to cover two or three sensible meals.
Yet it’s entirely possible to eat both healthy and tasty meals. And because
eating out is one of life’s great pleasures, we’ve put together this guide to
smart eating. It ranges from undeniably healthy meals — with a rich
variety of foods, heavy on fruits and vegetables, light on sugar — to fastfood
meals that are at least better than the alternatives if you find
yourself eating at McDonald's and you can eat this at home.
Eating right doesn't have to be complicated — simply begin to shift to healthier
food and beverage choices. These recommendations from the Dietary Guidelines for Americans can
help get you started.
Emphasize fruit, vegetables, whole grains and low-fat or fat-free milk and milk products.
Include lean meats, poultry, fish, beans, eggs and nuts.
Make sure your diet is low in saturated fats, trans fats, salt (sodium) and added sugars.
Make Your Calories Count
Think nutrient-rich rather than “good” or “bad” foods. Most of your food choices should be packed
with vitamins, minerals, fiber and other nutrients, and lower in calories. Making smart food choices
can help you stay healthy, manage your weight and be physically active.
Focus on Variety
Eat a variety of foods from all the food groups to get the nutrients your body needs. Fruits and
vegetables can be fresh, frozen or canned. Eat more dark green vegetables such as leafy greens and
broccoli and orange vegetables including carrots and sweet potatoes. Vary your protein choices with
more fish, beans and peas. Eat at least 3 ounces of whole-grain cereals, breads, crackers, rice or pasta
every day.
Know Your Fats
Look for foods low in saturated fats and trans fats to help reduce your risk of heart disease. Most of
the fats you eat should be monounsaturated and polyunsaturated oils.
Thank you

Strawberry – Mint Sparkling Limeade
INGREDIENTS
3 cups sliced strawberries
½ cup loosely packed fresh mint leaves
½ cup fresh lime juice
¼ cup water
¼ cup agave nectar
1 bottle sparkling wine, chilled
(Substitute wine with Ginger-ale if you like)
Whole strawberries (optional)
This is how you put it together:
Place first 5 ingredients in a blender; process until smooth (about 1
minute). Pour about ½ cup strawberry mixture into each of 6 glasses.
Slowly pour about ½ cup wine into each glass; gently stir to combine.
Garnish with whole berries, if desired.

Ingredients
1 cup mayonnaise
3 tablespoons Asian chili-garlic sauce
2 tablespoons rice vinegar
2 tablespoons fresh lime juice
2 teaspoons salt, divided
1 teaspoon freshly ground black pepper, divided
1 (2-lb.) flank steak
1 tablespoon olive oil
2 fresh rosemary sprigs
1 pound broccoli florets
1 pound cauliflower florets
1/4 cup extra virgin olive oil
3 cups loosely packed gourmet lettuce (such as arugula, baby kale, or baby spinach)
French fried onions
Directions
1. Preheat grill to 350° to 400° (medium-high) heat. Whisk together first 4 ingredients in a medium bowl,
set aside for dressing.
2. Sprinkle 1 tsp. salt and 1/2 tsp. pepper over steak. Grill steak, covered with grill lid, 8 to 10 minutes on
each side or to desired degree of doneness. Brush steak with olive oil, using rosemary sprigs as a basting
brush. Let stand 10 minutes.
3. Meanwhile, preheat broiler with oven rack 7 inches from heat. Toss together broccoli, next 2
ingredients, and remaining 1 tsp. salt and 1/2 tsp. pepper in a large bowl. Spread broccoli mixture in a
single layer in a jelly-roll pan, and broil 3 to 5 minutes or until charred and tender. Transfer to large
bowl.
4. Toss together broccoli mixture and lettuce. Cut steak diagonally across the grain into thin strips. Arrange
steak on a serving platter; top with broccoli mixture. Sprinkle with fried onions, and serve with dressing.

Simple Blackened Salmon Fajitas topped with peppers, onions, tomatoes, avocado
and an easy 5 – ingredient cilantro lime sauce. Ready in under 30 minutes!
Ingredients
1 lb Salmon cut into 1 inch pieces
(seasoning for Blackened Salmon: smoked paprika, garlic powder, dried oregano, onion
powder, cumin, salt, brown sugar, and cayenne pepper.)
1 Avocado
1 tsp Cilantro
1 cup Grape tomatoes
4 Limes (Separate the juice of 2 lines and set aside)
1 ½ cup Red onion
Recipe
In a small bowl, combine the smoked paprika, garlic powder, dried oregano, onion powder, cumin, salt, brown
sugar, and cayenne pepper. Sprinkle the mixture over salmon and rub the seasoning in.
Combine all of the Avocado-Cilantro Sauce ingredients in a food processor or blender. Pulse until well-combined
Heat the oil in a heavy-bottomed pan over medium-high heat. Once heated, add in the salmon (a few at a time if
you can’t fit them all at once). Cook for 4-5 minutes on each side, or until the outside is blackened and the fish
flakes apart easily.
Remove the fish from the heat, and if desired, warm the corn tortillas in the same skillet over medium heat, cooking
for about 30 seconds on each side
Break up the tilapia into 2-3″ pieces. Stack the tortillas in twos. Distribute the fish evenly between the 6 sets of
tortillas, and top with Slaw and Avocado-Cilantro Sauce. Serve.
For the Avocado-Cilantro Sauce:
½ cup sour cream
1 ripe avocado, pitted and skinned
¼ cup cilantro, chopped
Juice of 1 lime
1 jalapeno, chopped and seeded
Salt, to taste
Mix all ingredients together in a blender or food processor.

No-Bake Fresh Strawberry Pie
INGREDIENTS
25 chocolate wafers
3 oz bittersweet chocolate, finely chopped
2 teaspoons canola oil
Cooking spray
6 ounces 1/3 cream cheese, softened
1/3 cup powdered sugar
3/4 teaspoon vanilla extract
2 cups frozen fat-free whipped topping, thawed
2 tablespoons seedless strawberry fruit spread
1 tablespoon Chambord (raspberry-flavored liqueur)
½ tsp fresh lemon juice
1 lb small strawberries, hulled and cut in half
DIRECTIONS
Place chocolate wafers in a food processor, and process until finely ground. Place the chopped
chocolate in a small microwave-safe bowl. Microwave at HIGH for 45 seconds or until
chocolate melts, stirring every 15 seconds. Add melted chocolate and oil to processor; process
until well combined. Gently press the mixture into bottom and up sides of a 9-inch pie plate or
removable-bottom tart pan coated with cooking spray. Place in freezer 15 minutes or until set.
Place cream cheese, sugar, and vanilla in a medium bowl; beat with a mixer at medium speed
until smooth. Fold in whipped topping. Carefully spread over bottom of crust. Place fruit spread
in a large microwave-safe bowl; microwave at HIGH 10 seconds or until softened. Add
Chambord and juice; stir with a whisk until smooth. Add berry halves; toss to combine. Arrange
berry halves over pie. Chill for 30 minutes before serving.

and How to
Get there
By: Regina Adams and Marlon Hollins
As we all venture on our paths to reach our goals and better ourselves, and those
around us, it is most helpful when we can glean knowledge from the experiences of those
who have gone before us. QUEUE sat down with Jermon Brown, IT Service Desk Team Lead,
Valerie Faust, Level 3 and Caresha Gibbs, Level 3 to ask about the path set before us all and
find out: How do we climb the ladder so to speak and what does it take to get to the top?
You’ve done it, you’re where we should all aspire to be! Can you tell us all a little about the
desired attributes of each level and how to get there?
Jermon brown– Interviewed by Regina Adams
QUEUE: So, we can all be
Level 1 if we get hired on, but
what does it take to get to
Level 2?
Jermon: You must show
initiative and a willingness to
learn. But it’s not enough to
just want information, you
should be willing to accept
guidance too. A Level 2 will
show leadership skills and help their peers.
QUEUE: What about experience at that
level? We can’t all be experts at everything,
right?
Jermon: You may not have an expert level
of understanding of all applications, that will
come with experience. But wanting to know
more and accepting direction as well as
correction will put you in position for Level 2.
We can teach you systems and procedures,
we cannot teach you to crave knowledge.
QUEUE: So, once
someone is a Level 2 I
imagine that the
check list gets even
longer. How can we
get to Level 3?
Jermon: You of course
need all the attributes
of a Level 2 but you will
also need to show
leadership across the board at this point.
And not just some times or in some aspects,
consistently be a leader. You also must
have in depth knowledge of all the systems
here.
QUEUE: I imagine that there are certain
interpersonal skills needed?
Jermon: You have to get to know your
team, yes. You must know how they usually
function. What’s the difference between a
good day and a bad day for that individual
person? A Team Lead (Level 3) should know

that. Get to know your team’s behavior:
what does typical, poor or improved
behavior look like for each individual team
member? And as far as communicating
with each person you have to be able to
treat people “differently” as it applies to
their personality, but the same as it applies
to being fair. If I treat everyone exactly the
same, one person will feel slighted because
they don’t like to be dealt with like someone
else does. Personalities vary from person to
person for you
must be capable
of being fair to
everyone and
address them
according to their
psyche. And you
have to take
ownership for the
performance of
your team! They
are a reflection of
your leadership, and you are a reflection of
their abilities.
QUEUE: Well, that’s all fine but how long
does it take? That’s a lot of growing and
knowledge between a Level 2 and Level 3,
how long does that take?
Jermon: Experience of about three to four
years is usually enough time for a Level 2 to
be strong enough to move up to a Level 3
but it will vary from person to person.
However long it takes someone to master
the systems and acquire the skills necessary
is how long it takes them to get to Level 3 –
Team Lead. It will be different for everyone.
QUEUE: How do we get your job? Short of
“knocking you off” how can someone
become a Service Desk Team Manager?
Just kidding about knocking you off, unless
it’s necessary... [laughing]
Jermon: Put all the attributes of Team Lead
into action, run meetings with the Team and
master all systems. Your team has to trust
you and be comfortable with you. As the
Manager, you have to protect your team,
teach them and help them improve overall.
After years of experience you learn how to
communicate with so many different
people. And learning new systems
becomes second nature.
QUEUE: So, you have developed some
serious skills, did you
take a course, is there
training?
Jermon: I learned a
lot of management
skills from playing
football. Learning
how to communicate
with
various
personalities, you
learn to find a
balance, a common ground, and treat
them all fair. I had to learn how to treat
individuals according to how they
communicate and understand information.
QUEUE: What is your goal as Team
Manager?
Jermon: My goal is to find the potential in
everyone on my team. Everyone has
potential and it’s my job to grow each of
the members to their full potential. Patience
is a must because I want to see everyone
grow, develop, learn and move on to
bigger and better things. I’ve done my job
when my team is successful. I’ll do my part
and trust that my team will take it from
there. Everyone can accomplish their full
potential and I hope I can help them to do
that.

Valerie Faust– Interviewed by Regina Adams
QUEUE: So, after someone “gets the job”
what does it take to be a Level 2?
Valerie: It takes good communication
skills, getting along with your peers and
being a Team Player. You absolutely
have to get along with others because
we rely on others to do our job. That
means you should be a Team Player. We
go to each other for help and they
come to us for assistance so being on
the team makes all the
difference in how you
perform. You cannot
advance to a Level 2
by yourself. You also
must
be
knowledgeable
enough to help the
New Comers. You must
guide them on how to
search for answers,
which makes them
stronger as individuals. As you know, not
every question we get is a password
reset so sharing information and building
the knowledge of your team is
paramount. And finally, being customer
oriented and patient is a pertinent
requirement. Patience for your peers
and the customer on the other end of
the phone. Remember, your peers are
also your customers!
QUEUE: Where is the bar? Is there
something we need to do or know to
move onto Level 2?
Valerie: The number of years doesn’t
matter as much as your knowledge,
you’re willing to learn more, your
interpersonal skills and your ability to be
a team member.
QUEUE: Okay, let’s talk from the
perspective of being a Level 2; what
does it take and what is it like to move on
to a Level 3?
Valerie: Level 3 requires much more
additional training outside of the norm.
Not only do you have to continue with
training in your current position but you
must seek out training from other areas
and departments. Knowing what’s
going on in other
departments is a plus
and will help you do
your job well. Also, as
far as what it’s like,
most people look at
it as though we are
all alike [co-workers]
but we all have
different
personalities. None
of us are the same.
QUEUE: For those who are reassessing
those career goals, what would you say
to the ones looking for the path to
advance to Levels 2 and 3?
Valerie: If you are interested in
becoming a Level 3, you must inquire
about what other departments are
doing and must be willing to help others.
To advance to a higher level no matter
which one, let the priority of work take
control. Although sometimes the weight
of the world is on our shoulders and we
may be dealing with a lot outside of
work, we must show up at the Service
Desk putting our best foot forward and
ready to address our customer’s
concerns.

QUEUE: You must have acquired certain
assets to get to the Level 3 position, what
asset do you consider to be your most
valuable?
Valerie: Listening. Listening is definitely
one of my most valuable assets. As a
Level 1 the importance of listening was
at a different demand.
Of course, listening is
important at every level
but being a Level 3 I
have to be a better
listener. I noticed that
every discussion
pertained to me at this
level. If there is a
conversation about
another department
implementing a new
application, well, that
pertains to me too.
Maybe not necessarily
something that would
apply to Level 1 but it’s
paramount that I pay
attention and gain
information about all
departments and how they will influence
or impact our department.
QUEUE: What does this statement mean
to you, “Up HERE and Out THERE” as it
pertains to what you feel is important to
do for your team here at the Service
Desk.
Valerie: I want everyone here to
understand that “Moving up while they
are HERE” requires dedication. At any
job, if you want to be a good employee
you should be compelled to do well
every day and become better; that
takes dedication. And if you want to
“Promote and move on
out THERE” you must
make it a necessity to
learn all you can at
every level, you just
have to do it!
QUEUE: Anything you
care to share with us
about what you have
learned in Customer
Service?
Valerie: We all must be
personable. If someone
is quiet or an introvert,
that is just their
personality. It does not
mean that they are not
approachable. So be
patient and kind to your
customers in the Service Desk [Room]
and your customers on the phone. It’s
like getting a call at the Service Desk,
that person’s personality could set the
tone of the entire conversation but it’s
up to you to approach them with a calm
demeanor to guide the tone.

Caresha Gibbs– Interviewed by Marlon Hollins
Queue: So we can all be level one if we
get hired on, but what does it take to get
to level 2?
Caresha: Consistency in your work like
calls, documentation and teamwork.
Showing interest in learning and wanting to
grow in your position, showing leadership
qualities and taking more projects and
roles.
Queue: Do we have to be here for 100
years in order
to be a level 2?
Caresha:
LOL....not at all.
Time is not
really a
factor...just
drive and
consistency.
Being hands on
is important as
well…a prime
example is
Damien and Regina.....both have moved
up quickly because they are both
hardworking and consistent and have
shown interest in taking on a leadership
role.....a true example is Damien!
Queue: Now that i made it to level 2, what
do i need to do to be level 3?
Caresha: Same thing as level 2.
consistency. Taking on more projects
independently and with groups; showing
initiative for growth. It is a natural
progression with the job that we all will
learn more as we work, but finding a place
and something you want to show more skill
on makes a difference as well. For
example, documenting and being the 'goto'
for certain applications naturally makes
you hands on and an expert in that area.
Queue: What if we have all the skills you
are looking for in level 2, but just not good
working with people… but i am almost an
expert in everything else?
Caresha: It is a holistic approach.....but this
is customer service so being good with
people is part of the job and we are
unable to escape that....being an expert
almost naturally
makes you
good with
people
because you
have to
interact to help
disperse
information to
others, either
way......as long
as you are
willing to help
the customer, that is what ultimately
matters right…..
Queue: to become level 3 it will take a little
time huh.. and do we have to take any
online management courses?
Caresha: Again, it is not time that is the
factor, but drive and consistency
Queue: To get to level 3, you must have
learned, seen and done a lot, but what do
you consider to be your most valuable
asset in relation to the ServiceDesk?
Caresha: Customer service is key! follow
up is number #1 and good customer
service is everything!
Queue: can you elaborate on that a little?

Caresha: We are in the business of helping
our customers with the end goal of
education in mind, so servicing our
customers is
key. Getting
the correct
information
and keeping
them up and
running to do
their jobs
means we
have a greater
responsibility to
the children,
parents and
community.
Each person plays a vital part in making
sure that each layer of the service desks’
customer service is second to none.
Queue: How long have you been at the
service desk, what makes you come to
work every day?
Caresha: I have been at the service desk
for about 6 years. Helping others is what
makes me come to work every day. You
must truly love
helping people
to be the best at
your job. There
is a level of
satisfaction that I
feel when i am
assisting
someone and
helping them
learn something
they may not
have known,
and make sure
they hang up knowing that I did all I could
to fix their issue, this is true customer
service. and it is needed in all aspects of
our lives.
Knowing is half the battle… And Jim Valeri says “Doing is the other half!”
Looking at our career paths and determining the next step to take is essential for
continued growth. We can all do more, learn more, try harder, and redirect when we are
off target . . . to do those things and return the results we are looking for, we must first
know what to do, what we must learn, where we must put in extra work and where the
target is so we can focus our efforts accordingly. Hopefully this article will be helpful in
your journey wherever it may lead you. And remember, Our Level 3’s and Team Lead are
here to help us. Our success is their success, so let’s help them be successful leaders by
becoming better at what we do and how we do it. Ask for help if you are not certain and
request guidance if you are off target. Plan to meet with one of our Level 3’s or our Team
Lead to discuss your growth, opportunities and needed corrections. Remember,
constructive criticism is the pruning that helps us grow.
**Now that we have the road map, let’s get going Team! It’s time to start your path to the
next “Level Up”!

is Here !
The most important part of our job is communicating knowledge.
How often do you pick up the phone to hear the person on the other line say, “It’s not
working, I can’t get in. Can you fix the password please?” Well, we all have, haven’t we?
Your job is to find out, what is not working, what is the customer trying to get into and
what needs to be fixed to solve the customer’s issue. There are times that the customer is
truly asking for something other than what they need. But it is up to you to comb through
the information they provide to determine what the problem is and how to fix it. Now that

KEYNotes (Keep Educating Yourself Notes) is available that process should be a lot easier.
KEYNotes is our KCS (Knowledge Centered Support) site. “While KCS is enabled by technology,
KCS is primarily about people. People are the source of knowledge. KCS has proven that
the best people to capture and maintain knowledge are the people who use it every day.”
(George) And the benefits are worth our effort! Here are some benefits to name a few:
Improved resolution times by 25 - 50%
Improved first call resolution and reduced escalations
Dramatic improvement in user success with self-help via the web
Reduced training time for new employees
Improved Support Analyst skills, job satisfaction and confidence
Product improvements based on patterns and trends of the user experience
There are walk through instructions for practically everything. How can we make the
new application more successful you ask? That’s easy! You UFFA! That’s right, Use It, Flag
It, Fix It, Add It. What am I talking about? Look around your cubicle, it’s hanging up, or it
should be hanging in your cubicle. Have you written an Article yet? I think we all have and
if so, you have already done what? That’s
right ADD IT. Have you tried walking a
customer through any of the Articles? Then
you are on to the USE IT portion of that
challenge. Have you had to go back to an
Article you wrote or helped to write and
make a correction? If so, you have
performed a FIX IT. You may not have had
to FLAG IT since you are probably not a
Council Member. But you have done all the other items? UFFA, you’re awesome! As you
write and help to write Articles consider your audience. It is not just for you and your coworkers,
it’s also for the customer, other
departments and new Service Desk members
and IT personnel. So be sure to speak to a wide
audience. It is not just for you and your coworkers,
its also for the customer, other
departments, new Service Desk members and IT
personnel. So be sure to speak to a wide
audience. There are procedures in place to
ensure optimization of the knowledge base.
These processes reinforce each other. Let’s look
at the SOLVE loop pictured here; these are the
processes we use to resolve the customer’s
issue. And the EVOLVE loop is what we do to
improve the system. Following these guidelines

and improving the shared knowledge will bring about a level of confidence that will surely
be realized by our customers as we assist them on each call. Using this process, we should
be improving our knowledge by keeping Articles up to date and accurate to the best of our
ability.
Let’s look at writing the Articles and what to watch for. If you are writing an Article
about Chancery and how the user must operate under a specific role in order to access
various reports, do not simply write “1. Switch Roles”. You must write “1. On the Chancery
Home screen please click Actions, 2. Select Switch Role… 3. Select the role
Reginter/Enroll/Withdraw”. We do not want to skip steps because if you are a new employee
and your caller is a first-time user of Chancery neither of you knows there is a step missing
and without knowing you have to click Actions first, you will have a very hard time locating
Switch Role. Not to mention, for those who use Chancery every day skipping a step makes
your Article less than helpful when they must ‘click around’ to find the item your Article is
referring to. Of course, we are all capable of creating Articles on our won, but consider the
fact that collaboration is the driving focus behind KCS therefore KEYNotes. Once you decide
to create an Article, check to ensure that someone has not already submitted one covering
the same exact topic/issue/process. Once you have verified that this will be a new Article,
draft the questions and steps needed to complete the process. Don’t forget to number the
steps for reference and edit purposes. And once you have made all selections needed
including selecting the appropriate AME, guess what? You should have one of the members
of your team to review it for you looking for any opportunity to improve upon the
understanding of the steps you have outlined. This is not to say that your work needs
improving, just that because we all receive information differently, allowing someone to read
through your process to determine if they can easily follow your directions, means multiple
users will arrive at the same result . . . Success! So, what other items are in KEYNotes?
Remember the class? Let’s do a quick review:

Apps and Roles – All major applications we
support and correlating escalation team
Knowledge Base – Home to our Knowledge
Articles
Support Teams – The list of Support Teams
and their managers and directors
Learning – Training documents and guides
on using the tools
Kudos – List of customer comments about
the service they received from our members
As well as the KEYNotes Timeline. The Timeline is shows this summer’s IT CS
Projects and the KEYNotes initiative. So, if you ever wonder where we stand, check here
first. "Technology should operate at the speed of conversation.” Let the conversation
begin!
Remember, the more we use KEYNotes, the more Articles we create, the more we
communicate and the more we share, the knowledge base will become better, more
efficient and the users will become more informed and more confident in this new tool. So
create at least one Article every week, if you do not create on, help someone else create
one, but contribute every week. Need help on a topic? Ask your Team, that’s what we are
here for.

Flow works by interfacing with multiple devices such as your cell phone, tablet and PC. No
matter what device you are using, you can access this application. You can connect to
many of your favorite services, there are 43 different applications you can use to help you
build a more efficient work place. Begin by creating a NEW Flow or use a TEMPLATE to
add and customize a Flow process.
Imagine that this is your Virtual
Personal Assistant, and every
application you utilize including
things like Yammer, Delve and
SharePoint to help you stay up
to date. Would you like Flow to
Manage a particular folder in
your Outlook by sharing all
attachments sent to you in
Outlook from a Team you are
attached to by sharing all
attachments to that Shared
Folder? Flow can do that! But
be careful! Remember: With
great power comes great
responsibility!
Now set up your Flow:
Click +Create from blank

Under SERVICES select
where you want the Flow
to pull the information
from, such as Office 365
Outlook for this example.
Select the “Trigger” Action that
will create the Start Flow process.
I’ll be using “When a New email
arrives”

Click “Show advanced options
Begin typing the email address of
your boss or the person you want
Flow notifications from. When you
see their email information select
the correct email.
Now get ready to have your work life
upgraded! You can create any variation and
you can use as many conditions and actions as
it takes to create the results you want to see
performed each time a Flow is initiated. Yes,
your Flows can be simple and I for one
recommend it. But your Flows can be intricate,
if you care to take the time to design it. Good
news, you only have to design it once. And
that’s a lot better than performing those tasks
over and over each time they need to be done.
To complete this process,
simply click “Create Flow”

Are you ready to design something a bit
more creative? Here’s what you need to
do. You may need to Add an action which
instructs Flow to DO something and Add
a condition which gives the parameters
under which to perform the task. Again,
you can make this as intricate as you like.
But be careful, don’t back yourself into a
corner. I would like to suggest that you
perform the task you would like to create
while writing down the steps and
applications used so you don’t turn this
into a ‘trial and error’ experience.
You can add more processes to
perform in Flow by clicking
+New step and selecting more
options such as Add a condition.
Now you can select Conditions
for the process. Just like a Flow
Chart you will make “If Yes” If
No” directives in order to
create the process you desire.

Want a short cut? Click Create
from template
Now you can select one
of the preset Flows
Remember, Flow has made it simple to get started by giving you a selection of common
Flows. Try some of them. See how you like them, then get started on creating your won,
not sure where to begin? Just ask yourself, “What do I do over and over each day or week?
Do I always want the same outcome, such as post to Facebook or save email
attachments?” You answer is the first Flow you should create. See how easy that is? Enjoy!

From Left to Right
Back Row: Corey Price, Valerie Faust, Stephen Herron, Regina
Adams, Marlon Hollins, Jermon Brown, Damien Randle
Front Row: Adam ElHafi, Caryl Williams, Caresha Gibbs, D’Carla Sims,
Heaven Claussen, Joycelyn Turner, James Calvin, Vickie Raphael,
Raymond McDonald

By: Regina Adams
The Individual Professional Development Plan (IPDP) is about to come full circle. At
the beginning of the year you set goals for yourself that lined up with the Department and
District goals for the year. You then went over those goals and made any necessary
adjustments or changes so that your goals were attainable and well defined. And then,
you were handed the “baton” to run your race. But your team has been there all along.
Some of you have goals that include other members of your team and others have goals
that are solely dependent on yourselves. But no matter what, your Manager, Team Lead
and Level Threes have been available for guidance and restructure where necessary. I
hope you used their support, but if not, I hope you do not forget that it’s there. We have
one last push before we cross the finish line. So, if there is something you are missing or a
few things you need to get done before your End of Year Review, please meet with one of
them for assistance.
This may sound intense to you. I mean after all, these are your
goals and there will not be a problem if you don’t meet them
or fall a little short of the finish line, right? Not true. What if the
success of your goal would have changed the way we do
things at the Service Desk? Or what if the final result of your
goal would have meant a raise for you? And even more,
what if completing your goal would have brought about a
paradigm shift for you this year that would change the way
you view yourself and career? Not such a minor thing
anymore, is it? The reason a company, organization or group
uses Goal Setting is not to make sure you have something, anything to do during the day. It
is to ensure that you are reaching beyond your present self to find more knowledge,
growth, skills and abilities throughout the year. These goals are to your benefit even more so
than the company. “We must grow . . . when we stop growing, we begin to die.” – Tony
Robins. And this does not have to be major or visible growth, all growth improvement and
knowledge is life sustaining. But grow we must! Imagine being in what you feel is a “deadend-job”,
well it will not be long before you start looking for another job or asking your boss

questions like “Where is this taking me? Is there any room for advancement and growth?”
Here’s a question, “Where do you see yourself in the next five years?” That question was
probably asked of you early on. Maybe it was asked of you four years ago. What was your
answer? Did you say that you wanted to be in the same spot you were hired into? Did you
say something like “Oh, I’d like to be nowhere new!” Of course, didn’t! Which means you
have a goal you have been working on since that question was asked. And that question
was asked so that Management would know how to focus their efforts towards your
personal growth.
Not all our goals will be monumental, as they should not be since we only have less than a
year to meet them, but they should help you or change you for the better in your career
and or life. Do not fail yourself! Revisit your goals and evaluate that last leg of the race so
that you can finish well. You may need to change a few things. Maybe one of your Check
Points or adjust your Activity. Maybe your Target Date has changed. That’s okay, go into
OneSource ME and go to your Goals to make any necessary changes. Changing dates or
activities does not mean you are not meeting your goals, it means you are making
whatever changes necessary to remain on target to meeting those goals.
You will run this race against your
strongest competition, not others,
but YOURSELF. Finish strong!
Now let’s talk about your impending Year End
Review. Will you be going in that meeting to
tell your Team Lead and Manager that you
met your goals a long time ago? Two months
after the Goal Setting Conference in fact? If
so, your goal was not challenging enough for
you. Will you explain that there is no way you
could have accomplished that goal in this
short amount of time? If that is the case, the
goal needed to be broken down into sections,
finishing one half this year and leaving the
other half to begin your goals for 2017 – 2018. Or will you say, “Oops! I meant to change
that date.” Well this just means you didn’t take the time to go back and align your dates
with the reality before your meeting. So let’s do that today! Go to OneSource ME right now
and make sure your dates and activities match your real-time progress.
Looking forward now and taking everything you learned from setting goals this year, what
needs to change? Or what needs to be duplicated because you had such amazing
results? After you finish your Year End Review you can start to structure how next year will
begin. This will help you and your Management Team determine what your goals for next
year should be depending on where you want to go in the future. Please remember to
challenge yourself in your goals. You are the only person that can limit your growth and
capabilities! If we were in the gym I would tell you “It’s time to add more weight!” We get
better as we reach farther and try new things, so be ambitious and courageous, it can only
improve upon the already amazing you! And we can begin the next step right away! You
should start by answering . . . Where you would like to be in the next five years!?

Looking Back on
Birthdays Past

Summer Birthdays

Page Under Construction
New Content Coming Soon!

Hey You Guys!!
“In true Family Feud Fashion, name something fun to do in
and around Houston when the weather gets warm.”
Steven: Play volley ball at the Harwin Park with your friends
11305 Harwin Drive, Houston 77072 (M-F 6am – 7pm)
Caresha: Go swimming and sliding at Schlitterbahn Water Park
2026 Lockheed Road, Galveston 7554 (M-F:10am - 5pm Sat: 10am - 7pm Sun: 10am - 6pm)
D’Carla: Go to Discovery Park Downtown, they have a water spray park!
1500 McKinney St, Houston 77010 (6am – 11pm)
Damien: Go to Wet ‘n’ Wild Splash Town
21300 Interstate 45 N, Spring 77373 (Summer Hours- M-F: 10am – 7pm Sat & Sun: 10am – 8pm)
Joy: Take a walk at the Pleasure Pier in Galveston there’s lots to do
2501 Seawall Blvd, Galveston 77550
Corey: Alexander Duson Park – that’s a great place to have a picnic or BBQ
12303 Sonnier St, Houston 77044 (M-F 6am – 7pm)
Heaven: How about going to the Zoo and the Aquarium!
6200 Hermann Park Drive, Houston 77030 (M-S 9am – 7pm)
Tori: Free movie nights and concerts at Discovery Green are always fun
1500 McKinney St, Houston 77010 (6am – 11pm)
Val: It’s time for a road trip to Corpus Christie… hit a real beach! Mustang Island
17047 TX-361, Port Aransas, TX 78373 (7am – 10pm) Overnight camping is available
Jermon: Go to Kemah Boardwalk; right off the water it’s cooler there and fun for families
Moody Gardens - 1 Hope Blvd, Galveston, TX 77554 Kemah - 215 Kipp Ave, Kemah, TX 77565
Adam: Typhoon Texas or go to your nearest neighborhood swimming pool
555 South Katy Fort Bend Road, Katy, TX 77494 (10:30am -10pm)
Regina: Take a food/drink tour in (Mid-Town) start at Rosemont on the 2,000sq’ deck
2750 Grant St, Houston, TX 77006 (W-T 5pm – 12am F 5pm – 2am Sat 7pm – 2am Sun 3pm – 2am)
Caryl: Try spending some time at Legends Sports Complex it’s worth the drive
602 Pruitt Rd, The Woodlands, TX 77380 (M-S 5Aam- 10pm)
James: Moody Gardens is a great place to hang out because they have lots to do
Moody Gardens - 1 Hope Blvd, Galveston, TX 77554
Marlon: Miller Outdoor Theatre @ Herman Park because the show is free
6000 Herman Park Drive, TX 77030 (Call for Upcoming Events: 832-487-7102)

Where’s Queuetie?
Find Queuetie, go to OneSourceME, update your Goals
and send an IM to Regina Adams letting her know
which Goal you updated (Goal 1,2… have been updated
in OneSourceME). To win this challenge you must 1.
UPDATE a Goal and 2. IM Regina, and win an Extra
Short Break today. This award has been pre-approved
by Raymond McDonald.
Go to OneSourceME right NOW and get to it. Your
update will be verified. You have only two work days to
accomplish this task starting today.