Garrett Kollar

Garrett (of Patriot Tech) is great! He commits to deliverables and delivers on commitments, identified customer problems and maintains ownership until the issue is fully resolved, asks questions to clearly understand the customers’ needs, and shares information with customers to build understanding.

Michael Morris

Hok Lay

Hok was very helpful! He commits to deliverables and delivers on commitments, identified customer problems and maintains ownership until the issue is fully resolved, asks questions to clearly understand the customers’ needs, and shares information with customers to build understanding.

Sue Woodard

Hok Lay

Thank you, Hok for helping to solve our computer problems? He commits to deliverables and delivers on commitments, identified customer problems and maintains ownership until the issue is fully resolved, asks questions to clearly understand the customers’ needs, and shares information with customers to build understanding.

Lauren Reuscher

Thomas Zuo

Thomas identified our problems and maintained ownership until the issue was fully resolved, and asked questions to clearly understand our needs.

D. Campbell

Hok Lay

Hok provided me with really great help! He commits to deliverables and delivers on commitments, identifies customer problems and maintains ownership until the issue is fully resolved, asks questions to clearly understand the customer’s problems/needs/concerns, and shares information with customers to build understanding.

Thanks,
Karla Loper

Hok Lay

Thank you Hok! You always: commit to deliverables and deliver on commitments, identify customer problems and maintain ownership until the issue is fully resolved, ask questions to clearly understand the customer’s problems/needs/concerns, and share information with customers to build understanding.

Mark White
Center for Regional Analysis

Habtewold Mesfen

I would like to nominate Habtu in Network Engineering Technology for coming to our rescue when there was an issue with a network jack order. He coordinated with the contractor and got the job done the very next day!

Habtu knew we needed the network jacks installed quickly, and he made it happen! We are so grateful for his help. Not only was he super helpful in this instance, but he has provided solid support to us on many other projects. Thanks, Habtu!!!!

Rebecca Stone
ITS Academic Strategies

Hok Lay

Hok is super helpful to our department! He is always able to troubleshoot our issues quickly and does it with a great attitude and a smile!

Thanks,
Raquel Duron
Arlington Campus Library

Derrick Williams

Thanks, Derrick! You committed to deliverables and delivered on commitments, identified customer problems and maintained ownership until the issue was fully resolved, asked questions to clearly understand the customer’s problems/needs/concerns, and shared information with customers to build understanding.

Morgan Fisher
CHSS

Lisa Carr

I wanted to thank Lisa Carr for her tremendous efforts to support the Office of the Provost’s communications. On every occasion, her responsiveness, attention to detail, critical thinking, and exceptional ownership of the listserv communication process for high-profile messaging are incredible.

Today alone, she managed multiple last-minute requests with kindness, careful consideration, and impeccable follow-through. This is consistent with every interaction we’ve had since I started a year ago, and you’ve saved our office from missteps many times!

Thank you for embodying the Mason spirit – I’m truly thankful to have you as a colleague!

Amber Hannush

Brian Mancuso

Brian’s location is in the suite where my plotter is located. This week I tried everything I knew to do to make the plotter print. Brian’s previous job was as a Desktop Support Tech. He was willing to set aside his current duties as a Systems Engineer and troubleshoot the printing troubles I was having. He was generous and helpful with using skills from his past.

He asked questions to find out what I had tried and what was happening with the plotter. he figured out the problem and I got my drawing printer.

He easily could have said call the Support Center and put in a work order and instead he took the time to help me. He was professional and did not make me feel stupid, for not being able to make it work.

Jean Callahan

Garrett Kollar

Garrett is a great employee! He helped me with my tech problem.

Saban Ayub

Arlington Classroom Support (Pete Gentile, Nick Smith, Al Underwood, and Aref Zahed)

We want to thank the team at ARL for all of the excellent customer service today providing for the above ‘crazy’ class session. This class was not supposed to be held today. The professor was going to go through the registrar to have it moved to Wednesday from their scheduled Thursday. Unfortunately, that did not happen but she was expecting to connect to Germany, Israel and South Africa from 10:00 am -12:40 pm. Your team called CVT and we were able to make it work. Not only did ARL classroom support get the class going but they assisted CVT in moving it to FH 720 during their break due to conflicts with the room, FH 322. Then they provided a dongle for the professor’s laptop. We cannot thank the team enough for going that extra mile and providing the hands-on quality service we know they are so good at providing.

Bravo!

Cherie Galantis and the CVT Team

Nicholas Anderson

Nicholas Anderson came into Inn 334 to assist with a VC today, October 21. He was prompt and had everything ready to go. Unfortunately, our client never showed, despite recently booking the event. Not only did he stay past the event start time, but he also went to check to see if they went to the room they were originally scheduled in, just in case they missed the email about the change. He went above and beyond and I very much appreciate his help.

Christine Sanders
CVT Team

Lee Shi

Your tech went above and beyond today, October 24, for one of our professors. Lee Shi assisted Professor Korostelina with her laptop that could not present in our telepresence room. After several attempts, he suggested a loaner that he retrieved from his office stock, brought it back up to FH 720, connected, and was able to get her PowerPoint up and running all in the background while the professor conducted her class to Germany, South Africa, and Israel. Excellent job!

Cherie Galantis
CVT Team

Derrick Williams

Derrick is wonderful. He commits to deliverables and delivers on commitments, identified my problem, and maintained ownership of it until the issue was fully resolved. He asked pertinent questions to understand what I needed. And he helped me to understand what the problem was and how to fix it. Thank you!

Marquet Anderson

Juan Laguna

My mouse has been slowing me down—clicking, sticking, and selecting all jumbled and not responding like it used to. Juan came to the rescue and had me up and clicking in no time! Thank you, Juan! You are the best mouse tamer!

By asking questions and running diagnostics, Juan was able to narrow down my issues, find a solution and help me better understand how to use my mouse to save time and stress!

Thank you Juan—we always know we can rely on you and your team to get us back up and running quickly and with a smile!

Cathy Holt

Derrick Williams

Derrick gave me the best help I ever got! He did a great job.

Chukwuma Onyia

Sam Ghandchilar

Sam was patient and very helpful. It caused no stress for us. He shared information with me to build my understanding. Thanks!

Corlis Clay

Faraz Hoss

A few weeks ago we had a student tech at SciTech who helped me with an event on 10/6. Faraz Hoss got a room set up for a VC and his service was impeccable. He tested audio and video with me and stayed as we had challenges with connecting the remote participants both in Fairfax and on Bluejeans. He also straightened up the room so that everything would appear nicely on the screen. His awareness and concern for the details is something that is so valuable in this events/service industry.

Christine Sanders
CVT Team

Tom Zuo

Tom provided great customer service! Thank you!

Kathy Vitkus

Christian Yeganeh

Christian commits to deliverables and delivers on commitments, identified customer problems and maintains ownership until the issue is fully resolved, asks questions to clearly understand the customers’ needs, and shares information with customers to build understanding.

Marjanelh Tafazolt

Avinash Margad

Avinash commits to deliverables and delivers on commitments, identified customer problems and maintains ownership until the issue is fully resolved, asks questions to clearly understand the customers’ needs, and shares information with customers to build understanding.

Chris Klabonsk

Liam Rafle

This morning Liam Rafle spent a generous amount of time with me on the phone helping to solve a Patriot Web access problem. (I certainly hope I’ve got his name correctly). I’ve been graduated from GMU for quite a while, needed access to my unofficial transcript, and needed to reset my personal information to get into the Patriot web.

Liam was patient, intelligent, and a creative problem solver. He made a huge difference in expediting my ability to submit my VA Teaching Licensure re-application and made my day. I would like his supervisor to know that he is an exceptional employee who went out of his way to be helpful, and again, was exemplary in his support.

Give this guy a raise!!

Sincerely,
Melissa Hentges

Eric Tateosian

I have been helped by Mr.Eric Tateosian since I joined GMU in February 2014 as an inaugural faculty member of Mason’s new Korea campus. I wasn’t familiar with Blackboard, and there was nobody on-site in Korea who could teach me how to use it. It was Mr. Tateosian who found a way to guide me through the steps to set up my BB course pages. Since then, whenever I encounter problems, he has always helped me with such a high level of professionalism. I came to trust that he will help me out in a timely manner, even though we are based on two separate continents, and in different time zones. For example, today, even though it was early Sunday morning in Fairfax, he was willing to help and figure out the solution to a tricky problem. He never fails to impress me! I’d never know how to express properly my deep appreciation for his generosity and wonderful professionalism. Thank you, Mr. Tateosian!

Hyun Young Cho

Tsinwah Lee

Tsinwah is extremely efficient in providing service around ongoing change requests from ITSO for the Symantec Endpoint Client download website antivirus.gmu.edu. In the past year, there have been over a half dozen new client releases, for each of the 6 different feature sets offered, needing to be updated to the website and she always responds promptly with a timeframe for completion and uses best practices to test the files are properly uploaded and working while also considering the availability of the website.

Tsinwah has been vital in ITSO’s efforts to revamp the antivirus.gmu.edu site by not only assisting with updating the verbiage, classifications, and navigation experience for end-users but also for providing feedback such as recommendations as well as considerations of unforeseen challenges. She always validates clients’ ITSO uploads and makes sure there are no issues with the new uploads when reconciling file size and naming against the existing to-be-replaced clients.

Tsinwah also goes beyond such as when ITSO started tracking download statistics around which Symantec clients are being downloaded including when and how many times but she also follows up to better understand what meaning we are trying to drive out of these metrics and lets us know of additional statistics she can pull from the website such as who is downloading the client(s) to ensure client downloads are reaching their target user groups.

Tsinwah has been instrumental in providing the IT Security Office with not only an understanding of her role in the antivirus.gmu.edu website’s administration but the holistic view of the dependencies for her and other teams when making revisions to this service. She has been an amazing asset and teammate of the IT Security Office and working with her is a great experience every single time!

Ryon Saenz

Chris Galvan

Went above and beyond — owned network issues that arose with room refreshes for LSD’s systems during the week of June 19, 2016.

Charles Thilking

Stephanie Werhane

More than once when something in a web page is incorrect (or unfindable) Stephanie gets it fixed quickly! She commits to deliverables and delivers on commitments, identified customer problems and maintains ownership until the issue is fully resolved, asks questions to clearly understand the customers’ needs, and shares information with customers to build understanding.

Jean Callahan

Liam Rafle

My first week on campus as a new adjunct professor was last week. For some reason, I was able to login to email, Blackboard, and Patriot Web from my phone and personal computer, but the computers in an adjunct office and my classroom couldn’t log me in. I showed up at the IT office and we had the same problems with the computers there on-site.

I wanted to make sure that whoever runs IT support knows how much Liam Rafle helped me when he problem solved the issue with me. It wasn’t easy and he stuck with it and solved the problem. So this email is a public thank you for his work!

Keep up the good work!

Best,
Julia Zoe Beckerman

Stephanie Klare

Stephanie was not originally assigned to the 2FA project team but when we found ourselves in need of help building the website, she stepped up and saved the day. Not once did she say she was too busy or complain about the extra work, but instead worked diligently and fully committed to ensuring we met deadlines and provided exceptional support. Without her, we never would have accomplished what we did with the rollout.

Stephanie’s knowledge and ability to anticipate customers’ needs are uncanny. She’s definitely someone you want on your team and makes ITS better by being here. I can’t thank her enough for her support, hard work, and time this summer and always.

Lauren Reese

Lisa Carr

I’d like to nominate Lisa at the IT Services for a Caught in the Act award. During my first week in the IT Security office, I realized that my name was switched in many systems. As I did not have access to our ticketing system, everyone in my team suggested that I reach out to Lisa, guaranteeing that she will help.

Though I had an intuition of the root cause of the problem from years ago while being a student, I forgot to mention it in the note to her. Lisa not only identified the problem and explained it clearly, but she also updated my name in all the systems including LDAP, AD, mason.gmu.edu, and MasonLive; displaying deep technical knowledge of our systems.

Lisa’s work not only helped clear up confusions as I get introduced to my peers, but also empowered me with the vision of ITS through example.

Bilal Ahmad

Cherie Galantis and the collaborative video technologies team

I would like to nominate Cherie Galantis and the collaborative video technologies team for a Caught in the Act award. We had an application training session scheduled with a vendor who was coming on site, and we needed to record the session so participants could review the material and participants who could not attend the session in person could still obtain the training. Due to an unusual set of circumstances, the training dates were revised four times in the week prior to the training. In the midst of the multiple reschedules, I missed the boat in syncing up with Cherie’s team on the final training schedule. On the morning of the first session, I sent an email to Cherie, explained the situation, and asked if there was any way her team could support the recording request. In a matter of minutes, I received a response and in no time, Cherie and her team were able to provide the support. I would like to express my appreciation for Cherie and her team for going the extra mile.

Ann Gerwitz

Mai Tran

Mai Tran was assigned to develop 16 processes that extract data from Banner and transmit it to a 3rd-party vendor within a very short timeframe. The extracts are complex and must be formatted in a particular manner. This was for a high-profile Academic Advising project. Mai was attentive to the deadlines and was responsive to changing requirements. An example is that very close to implementation, we learned that 2 new files were required. She developed them within a day. We were able to meet the implementation deadline thanks to her dedication.

During the development stage, Mai asked thoughtful questions about the various processes and made suggestions for how to execute them more efficiently. We hit a few cases where the jobs were running quite slowly but retrieving millions of records. She pursued the issues and worked with the DBAs to identify places for improvement. She got all done within deadlines.

Mai was able to resolve the handful of problems that arose during the creation of 18 processes (with the 2 new ones). She maintained close communication with me throughout the development lifecycle. She truly took the time to understand the issues and desired outcomes.

Mai maintained excellent communication with me during the development lifecycle. She was quick with questions and responses depending on the particular circumstance.

Laurie Miller

Rob Hopke

Rob Hopke was assigned to revise 14 processes that extract data from Banner and transmit it to a 3rd-party vendor within a very short timeframe. The extracts are complex and must be formatted in a particular manner. This was for a high-profile Academic Advising project. Rob was attentive to the deadlines and was responsive to changing requirements. After we were given tentative approval of the files, we learned that the headers needed to be included even though they were not in previous versions. Rob made the changes within a day and the files were accepted (again).

Rob asked a few clarification questions about the processes to be sure that he understood the requirements upfront so as to make his portion of the project as efficient as possible. He maintained good communication with me throughout the development lifecycle.

Rob was responsive and attentive in communication with me during the project. We could not have met deadlines without his dedication to quality.

Laurie Miller

Cheng Cheu

After losing access to all of my Mason-related items (Blackboard Learn, my Patriot account — everything), Cheng helped me to reset everything! He’s an outstanding employee, and he should be commended for his work!

Dr. Jack Kitaeff

Christina Sanders, Matt Berlejung, Tamika Wilks, Blayne Laures, Lauren Reese, Jed Frye, Veronika Lozina, Daniel Burke

Super job on orientation — you all went above and beyond! Thanks so much.

David Robinson

Brenda Huber and Chris Tilley

I would like to nominate Chris Tilley at the support center and Brenda for a Caught in the Act award. I have been working on this project for a long time with their patient support. I thought I was finished with it but discovered my documents were not rotating correctly! Chris and Brenda quickly proceeded to apply the proper applications so that we could painstakingly again upload the documents and the project is complete! Thanks!

They kept at the problem until we could come up with a solution!

Brenda and Chris are very good at asking me questions at a level of understanding so I can get it! Great skill to have!

I must have returned to them with the same request over and over throughout the project and slowly I began to understand how to complete the project.

Jackie Finch

Lauren Reese

Lauren was a huge help in the guest network access project and made it so easy to ensure all of the proper communications went out. The changes made were complicated and she made an awesome plan to ensure all the right people were aware and overall help made the project a success. Thanks, Lauren!

Chase Gleason

Mike Rothgeb

Mike keeps his managers and team members updated on all tasks and commits to a delivery timetable. Even while researching a difficult topic Mike provides reliable estimates for delivering a solution and always meets his commitment.

Mike communicates with other staff and team members constantly on support issues and leads on researching solutions and testing. Mike takes charge of the issue and provides timely updates until resolution is reached. Mike then provides full follow-up information for all of his contacts, managers, and team members.

Several staff members both inside and outside ITS would attest that Mike discusses the issue in question to fully understand the situation. Mike works diligently with all contacts to fully flesh out a support issue and does all necessary testing to ensure the problems are fully understood and everyone is working towards the best solution.

Mike is very effective at communicating his thoughts on problem-solving. Mike involves his contacts in the problem-solving in his test environment and displays his proposed solution in a visual format in most cases. Mike is very effective at communicating his thoughts to his customers and works collaboratively to solve the problem issue.

Kenny Stewart

Stephanie Klare

Stephaine was a key and crucial player in getting the guest network access project accomplished. She brought important insight and feedback to our meetings and as always was awesome to work with. Thanks, Stephanie!!

Chase Gleason

William Dickson

I would like to nominate William Dickson at STAR Lab for a Caught in the Act Award. It was 4:15pm and everybody else in the Lab was occupied with other small tasks when we got a call from CLUB notifying us a customer was coming in. William took responsibility with no hesitation and jumped to help this customer when she came in. She was not necessarily very technologically fluent. What she wanted to do in STAR was not a hard task, but it definitely required some patience to work with this customer.

William is always very understanding when it comes to customers. Above, I explained one incident but being helpful and providing service to all our customers has been his priority all along. He always puts customer service above all. He patiently works with problematic customers to the point where no one around can even understand that it was a problematic customer. On this particular incident, he sat down with the customer and walked them through all they needed to do, multiple times.

William didn’t leave the customer’s side until she was completely done. Most people find it effective to just tell the customers what they need to do, but not William. He immediately understood that this particular customer was in need of a lot of help, and she was even scared to push a button in concerns of “breaking” something. Therefore, Will stood there as he told her each and every step she needed to take over and over again.

Irem Dogancali

Steve Broaddus

We needed to install a new version of Office in 10 computers we had. It turned out this is not a simple task at all because of new licensing issues. We had to become part of MESA and to do that we needed an enterprise version of windows. Steve took the initiative, set a meeting to discuss our needs. They provided us with several samples of preconfigured windows versions until we found the required configuration. Finally, his team upgraded all our computers to a new version of windows and office. This was a task we had never imagined it will be so difficult.

Keivan Moradi

Eric Tateosian

Eric is absolutely AWESOME and has helped me many times always in the most professional and courteous fashion, always very prompt and he is a walking encyclopedia! If sth new happens, he quickly figures out how to deal with it and provides extremely clear instructions/advice. Just over this summer session and preparing for it (so about the last 3 weeks) he’s helped me half a dozen times. having this kind of backup makes my job a lot easier, in fact, I’d be lost without his help. Over the course of the past 2 years, Eric has taught me an enormous amount of stuff, but I work a lot with Blackboard and Respondus often in unorthodox ways, so things still pop up and he’s always good with advice on how to best fix sth or do sth. As I wrote in a previous survey, he literally worth his weight in gold!!!!! Please give him a raise!!!!! He’s totally fantastic, and fabulous, and amazing, and I’m running out of ways to properly express my appreciation and gratitude for everything he’s done for me and for the quick turnover. ERIC TOTALLY ROCKS!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

Anna Wyczalkowski

Kristen Jennette

Kristen recently provided support to another engineer throughout the night and early morning to ensure the customer would not be down when business hours began the next morning.

Kristen communicated with another engineer to understand the issues and stayed on the job until it was complete and verified working.

There was much sharing of information and technical details throughout the night to gather the needed information for proper testing. Several communications were shared within our team to get the application functional again.

Kristen communicated throughout the night with engineers with the specific goal of repairing the application so that customers would not have a service interruption.

Kenny Stewart

Pijus Kadisius

Pijus did an awesome job helping me out and was super friendly. 5/5 stars!

Andy Wafford

Dmitri Chebotarov

This is my first time working with Dmitri, and it’s been amazing. He promises only what he intends to deliver and he delivers it fast. I had a lot of questions and what-ifs but he answered everything very patiently and took time to explain it so that I understood and didn’t talk down to me.

Dmitri went way above and beyond helping me get CasperL up and working. He was with me on a WebEx call with our vendor for over an hour and he was the one that troubleshot the issue to resolution.

Dmitri is crazy smart. He makes sure he understands the situation and then is able to explain why it’s not working as it should.

We were working in the terminal and I didn’t have a firm grasp on some of the commands we were running, but Dmitri was really great in walking me through it step by step which was a really great learning experience for me.

Jed Frye

Dave Reilly

Dave recently provided support to another engineer throughout the night and early morning to ensure the customer would not be down when business hours began the next morning.

Dave communicated with another engineer to understand the issues and stayed on the job until it was complete and verified working.

There was much sharing of information and technical details throughout the night to gather the needed information for proper testing. Several communications were shared within our team to get the application functional again.

Dave communicated throughout the night with engineers with the specific goal of repairing the application so that customers would not have a service interruption.

Kenny Stewart

Kristen Jennette

Kristen stepped in and led on the completion of the very high-profile Parking Services upgrade project. Kristen had to devote a very large amount of time to this project on very short notice. The university was committed to meeting a strict timeline and thanks to Kristen’s dedication and professionalism the timeline was met. Kristen also maintained her full regular workload in addition to stepping into the Parking Services project at the last minute.

Kristen had to work with an unfamiliar vendor on technology that was new to her, Parking Services, and, in many ways, the vendor themselves. There were several technical problems to overcome but Kristen consistently met the challenge. Kristen worked seamlessly with several people inside and outside the university to accomplish these difficult tasks.

Kristen had to work with Parking Services staff to become familiar with the project parameters and the hardware and software that was being upgraded. She also worked with ITSO to overcome several difficult technical barriers. Kristen also worked with NET to solve important problems when communications between systems were not working. Finally, Kristen was in constant communication with the vendor to resolve issues as they arose.

Kristen worked very hard to communicate all the remaining issues with the customer, the vendor, and all entities within ITS. There were many difficult technical issues to overcome and all the ITS teams worked well together because Kristen worked so hard to keep everyone updated and involved. Kristen also kept up her usual high level of work to keep all of her regular customers’ needs satisfied. Kristen is a consummate professional and a very valuable asset for SSG and GMU!

Kenny Stewart

Connor Yoke

Connor was extremely knowledgeable and very professional. he solved a very complex problem and I appreciate his ability to think through the issue and resolve it. Great service!

B. McKenzie Rachlin

Alex Seals

Alex received my concern about a change in behavior for a form/workflow that is part of my standard process. He looked at the data, tested it, and identified the potential issue. Rather than giving me the information and directing me to the person responsible, he took ownership and worked with them directly to resolve the entire problem. He even did a confirmation test on the other end.

Alex took the time to go over what our experience was, and fully explained the issues on his end. Before we were done communicating, he had a complete understanding of the problem.

He made sure I fully understood the entire process and problem, and that I was satisfied with the results.

Andrew Krell

Eric Tateosian

Eric is awesome! He’s my blackboard guru and I’d be totally lost without his help. I use Blackboard a lot in ways it was perhaps not meant to be used and that involves a lot of experimentation. Eric has helped me with all sorts of issues, he is always courteous, prompt, and works hard to resolve problems as quickly as possible. He can think out of the box and make suggestions on how to best approach whatever it is that I’m designing. He’s made himself available to help and advise me at the CLUB, by mail/internet, and by phone on numerous occasions. In fact, I just made an appointment with him for next week to seek his advice on some items for my session A DE classes. That guy is worth his weight in gold — give him a raise!

Anna Wyczalkowski

Connor Yoke

I wanted to let you know that a select few of your staff members go above and beyond the service repair needs and demands of students alike myself unfamiliar with technology.

I had the great pleasure of using your location in Innovation hall several times and I can assure you that I look forward to going when I can. Besides the waiting time during busy hours of the semester, every time I see family faces I feel like a friend, and even family at times. My issues are taken care of and due to my high level of curiosity all of my questions related and non-related to my issue are addressed with patience, terminology I can understand, and with the highest sense of care: where my questions are not regarded as silly or dumb even though they might be to your knowledgeable staff.

I also had the great pleasure to meet with two members at the Johnson Center during your Wi-fi help hours. I found two individuals in particular whose initiative and commitment to helping me become a more technologically conscious student became their main duty. They changed my whole attitude about dealing with the frustration of being patient with technology. They helped me fix and understand my main issue, which at the time was a connection to Wi-Fi faster, and they pointed other possible arising issues with my computer and system, plus offered me solutions to the source of my main issue and other related as well as non-related but possible frustrations in the future that could impact my work. I felt like a friend, a best friend to be honest. Your staff members were professional, polite, and really seems to care about my current issues and future needs. Before this incident, I had a hard time relating to any of your highly qualified and knowledgeable staff, but that day and every day I need their help whether it’s in person or over the phone I know that they can relate to me: a student at the end of her wits when it comes to anything with technology- until I’m reminded by y

Larry Marca, Larry Song

I would like to nominate two network engineers Larry Marca and Larry Song for a Caught in the Act award. They worked with dba, developer, system engineers on troubleshooting a critical mystery issue of Blackboard Grading, they were very patient in monitoring network packages condition, finally, we were able to pinpoint the issue back to the blackboard host who solved that eventually. Thanks to both Larrys for their great support.

Tian Hui Wang

Kristen Jennette

Kristen went above and beyond in helping the GMU Athletics ticket office in their move to the hosted solution and PCI compliance.

She commits to deliverables and delivers on commitments, identified customer problems and maintains ownership until the issue is fully resolved, asks questions to clearly understand the customers’ needs, and shares information with customers to build understanding.

Thanks,

Tony Houdek

Karl Wimmer

Karl does great work! He commits to deliverables and delivers on commitments, identified customer problems and maintains ownership until the issue is fully resolved, asks questions to clearly understand the customers’ needs, and shares information with customers to build understanding.

Jeanpaul Figueroa

Pijus Kadisius

Pijus helped me figure out a serious email issue. I really appreciate the help!

Joe Dunn

Anthony Wilson

I would like to nominate Anthony Wilson from Telecom Admin for a Caught in the Act award. My director needed to be on a very important phone call and after testing out our Polycom, I noticed I wasn’t able to conference anyone in and it was 1:49 p.m. and the call was at 2:30 p.m.. I called over to Telecom and Anthony answered the call and was able to identify the problem immediately and 10 minutes later I had one of the techs in my office letting me know that Anthony has fixed the problem and if I could test it. What made this experience even better was a call back from Anthony letting me know he had found another Polycom we owned with the same issue and that he has entered a ticket for that phone as well. I appreciated his proactive attitude.

Not only did Anthony fix the problem but he also explained to me what was wrong and if we experience any future issues, I will be able to explain it to someone else. Thank you Anthony for the information and quick response!

Francina Osoria

Donovan Jones

Donovan gets an A+!

He helped me to connect to Mason and made needed updates. He’s awesome!

Golzar Salih

Zack Brar

Zack is great! He commits to deliverables and delivers on commitments, identified customer problems and maintains ownership until the issue is fully resolved, asks questions to clearly understand the customers’ needs, and shares information with customers to build understanding.

Grade Thapa

Donovan Jones

Donovan quickly and efficiently resolved my problem!

Caroline Benzel
College of Science

Robert Paque

Robert helped tremendously with changing my email. He made it easy!

Joe Lynch

Stephen Chase Gleason

I was up in Merten Hall trying to activate a jack for Janette Muir and the jack that I activated was sending packets but wasn’t receiving packets. So I called Networking… As a side note: any time I call 3-9045 and I get Chase it’s like immediate gratification because I know the situation will be handled, not only handled but done fast. I gave Chase the floor, switch, blade, and port and he let me know very quickly that it was on an incorrect network. I then asked him for options for a different port which he gave to me almost immediately. With my trust in Chase, I took it and said I’d call him back if I had any issues. I walked down to the closet and came back and to no surprise there were no issues. This may not sound like a big deal, but it really is. Having something work right the first time and be fast and effective makes all of ITS look great.

Chase takes co-ownership of an issue until it’s resolved, which I love because I’m trying to do my job (usually in support of end-users). His support makes my job that much easier.

Chase and I always click. He treats me and everyone with respect and doesn’t ask dumb questions, maybe because I’m giving him good troubleshooting information upfront that I’ve already done, but still it’s nice that he always keeps pace with the conversation/situation. He also has a good mind for troubleshooting that can think on higher levels.

Chase never tries to not explain something, which is perfect. He’s not going to say, “oh just do this.” He’s going to back it up with a reason why. He’s approachable so I always feel comfortable asking follow-up questions or probing questions like “why”. He treats me with the respect of an equal so it’s always a pleasure working with him.

Jed Frye

Chris Roth

Professor Esther Yook had come in multiple times for a lost USB Dongle. We could not find it for a week. Chris took it upon himself to look up the prof’s info and backtrack the checked-out gear to see what she had and do another search. Upon searching again, he was able to locate the piece of equipment for her.

Brian Ko

Larry Marca

Larry Marca has been an essential part of the successful virtual COLO infrastructure hardware refresh project. Larry has been available day and night to configure network ports and firewall rules to make this enterprise infrastructure upgrade an extremely smooth and seamless transition. Larry demonstrates extreme professionalism while helping fellow network and system engineers in accomplishing goals that benefit George Mason University as a whole and should be recognized as a top-quality Network Engineer.

David McGarry

Ying Dang

We had a problem with claim codes not being generated properly for accounts from Mason Korea. The issue was brought to Ying and she identified the problem, a resolution, and an emergency RFC submitted within the 2 hours! Amazing!

Teresa Gibbons