The University Surplus Property Association (USPA) held it’s 18th annual conference at the University of Pittsburgh and featured our very own Janie Ondo. Janie presented to association members from over 35 universities and colleges about our custom FIS-developed Surplus Property application and website which allows the Surplus Property department to inventory, track and sell surplus items from departments and schools. Janie reviewed the 18 month process that FIS undertook with Surplus Property to gather requirements, map processes, build requirements, develop and test the system.

Janie Ondo has been with FIS Technical Services since August 2005 and has helped to produce numerous custom applications and websites.

Congratulations to James Van Poolen for being selected as the 2017 HDI Midwest Regional Analyst of the Year Award Recipient!

James was interviewed and selected from support analysts across 14 local chapters within the Midwest region. This very prestigious award demonstrates James’ outstanding commitment to excellent service!  James will now move on to compete at the national competition, which will take place at the HDI Annual Conference & Expo in Washington D.C. from May 9-12, 2017.

Congratulations James and good luck in the national competition!

james-award

Congratulations to James Van Poolen for being the recipient of the prestigious Pittsburgh HDI Analyst of the Year award! This award recognizes a help desk analyst that exemplifies the best qualities among the practitioners in our region who possess the knowledge and skills required to provide quality service and support for customers.

Brian Samec was also nominated for the Pittsburgh HDI Desktop Support Technician of the Year award. This award is given to a desktop support professional who responds to incidents escalated by the service desk that are related to customer equipment where additional skills, knowledge, tools, or authority are required.

James will now move on to compete for the regional award. Please join us in congratulating and wishing him luck with the regional competition!

FIS is pleased to announce that Garrett Liebenguth has accepted a full time Systems Engineer position in Technical Services effective May 23rd, 2016.

Photo of Garret Liebenguth

Garrett joined FIS as a Systems Engineer contractor on March 21st, and was previously a Infrastructure Engineer supporting various technologies at Red Square Systems and AllCovered. Garrett holds a Bachelor’s of Science in MIS/DS from IUP and has over 10 years of experience performing advanced systems administration, Windows Server management, VMware, and other critical technologies. His responsibilities involve all aspects of server system administration, implementation, and support. His experience and knowledge will be an asset to Server Computing. He is located at 1917CL and reports to Dan Mahaven.

Welcome to FIS Garrett!

FIS has been ranked the #2 Support Center for Overall Customer Satisfaction during the 2016 HDI Conference! FIS has been listed among the top support centers worldwide on the HDI Elite 50 list for a fourth year in a row!

HDI CSAT Elite 50
HDI is a worldwide professional association and certification body for the technical service and support industry. Support centers are ranked by the HDI Customer Satisfaction Index Service based on data they compiled via benchmarks, reports, and customer feedback. Data from last calendar year was compiled and a list of the top 50 outstanding technical service and support centers across the world was tabulated. This prestigious award illustrates Financial Information Systems’ ability to achieve the business and financial goals of the University by providing value through the strategic use of people, processes, and technology.

During the conference, our very own Carrie Armstrong presented a session entitled, “Providing Superhero Service”. This session covered what FIS Customer Support does to ensure our customers receive that superhero service including analyst satisfaction, support team dynamics, interacting with customers outside the support desk and proactively keeping customers informed.

Carrie has worked in the IT service and support industry for more than 16 years. Carrie has been an officer for the HDI Steel City chapter for eight years, and she currently serves on the HDI Member Advisory Board. She was named the 2014 HDI Local Chapter Officer of the Year and her team was ranked #1 in the 2015 HDI CSAT Elite 50.

Carrie Presenting a Break Out Session

Rank

Company

Support Center

1 Ameritas IT GTS
2 University of Pittsburgh Financial Information Systems
3 Alcoa Alcoa
4 Bank Fund Staff Federal Credit Union IT Service Desk Portal
5 Synergis Technologies, Inc. Synergis Software
6 Financial Services – Banking
7 Ameritas IT Ameritas IT Support Center
8 Glatfelter Insurance Group GIG Support Desk
9 The Legislative Data Center Legislative Data Center – Service Center
10 PepsiCo Europe – SER – Service Desk – Greece

 

We are pleased to announce that Matthew Yoschak has been promoted to Lead Systems Engineer in Server Computing, and Chynna Sherry has been promoted to Senior Support Analyst in Customer Support!

 

In Matt’s eight years of service with FIS, he has implemented and maintained numerous high visibility projects that are critical to our success. Matt has improved our infrastructure by recommending and taking the lead deploying cutting edge technology, and is called upon to resolve the complex issues that emerge in our environment. Thank you for your hard work and dedication to FIS! matt yo shack
china sherry Chynna has provided a leadership role in our problem management process and has led several important projects within the Customer Support team. Chynna’s duties include analyzing and troubleshooting technical support requests, application testing, user documentation and training, and team projects. In addition to providing outstanding customer service, she takes initiative to create new projects and looks for improvements in our existing processes. Chynna was also the recipient of the 2015 HDI Pittsburgh Analyst of the Year Award!

Congratulations Matt and Chynna!

We are pleased to announce that Maya Bayer accepted a position as a Web Developer in FIS Technical Services effective January 25, 2016.
Maya Bayer

Maya holds a Bachelor’s Degree in Physics from the University of Algiers. She previously worked for MetaTechnical as the Chief Web Designer and Front-end Web Developer. Maya’s responsibilities include design and maintenance of all departmental web sites in the care of FIS as well as custom graphic designs for our custom applications. She is located in B-44 Cathedral of Learning and reports to Rich Welsh.

Please join us in welcoming Maya to FIS and the Technical Services team!

James TylerJames Tyler has accepted a Client Computing position in FIS Technical Services.  He will join us as a Senior Systems Administrator effective June 15, 2015.

His responsibilities will focus on managing and troubleshooting client computers, software deployment and advanced client management.  James holds a Bachelor of Science in Business Information Science and is a certified Dell Technician, Apple Macintosh Technician, and has the CompTIA A+ certification. James previously worked as a Computer Support Specialist I and II at Duquesne University and has over five years of experience performing desk-side support and client management.

James’ experience and knowledge will be an asset to Client Computing.  James will be located at 1917 Cathedral of Learning and will report to Anthony DiGregorio.

Please join us in welcoming James!

 

Janet Rager has accepted the position of Database Administrator in FIS Technical Services effective May 26, 2015.

Janet will be responsible for all maintenance and support of our Oracle databases as well as providing backup support for our SQL Server databases. Janet has a Bachelor of Science in Computer Science degree from Point Park College. She previously worked at US Steel as an Oracle Database Administrator and has experience as a developer, trainer and Records Manager. Janet will be located in B-44 Cathedral of Learning and will report to Carol Zielinski.

Please join us in welcoming Janet to FIS!

nationally_ranked-2015_award

HDI is a worldwide professional association and certification body for the technical service and support industry. Support centers are ranked by the HDI Customer Satisfaction Index Service based on data they compiled via benchmarks, reports, and customer feedback. Data from last calendar year was compiled and a list of the top 50 outstanding technical service and support centers across the world was tabulated.  These support centers were recognized by HDI as members of the HDI CSAT Elite 50 and FIS Technical Services was ranked #1 in the world!

FIS Technical Services has been named to the 2015 HDI CSAT Elite 50 as the number one support center in the world!

This prestigious award confirms Financial Information Systems’ mission of delivering the highest level of technical support, instruction, and services to enhance individual and organizational performance by providing value through the strategic use of people, processes, and technology.

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