Employees Executing Ferociously (Nov 2016 – Jan 2017)

28 Feb

Our customers regularly send kudos about how Phacilians executed ferociously for them, so here we highlight some of those stories and messages. Below are some from November 2016 – January 2017.

Michael Lamoreaux in Arizona
Tested Service Desk this am on various aspects of the migration. Talked to Michael. He did a hell of a job. He knew that guide inside out (I hope my ITFO guys will get that good). He quickly sent me a new pin as I told him my pin showed expired (asked me all the security questions). He understood the error scenarios in the guide. Pat yourselves on the back!
Unnamed US Civilian Agency, IT Operations Division Analyst of an OCIO

Michael Mackiewicz in Arizona
“I just wanted to reach out to say THANK YOU to Michael Mackiewicz for the support that he provided today as I dealt with the wonderful (painful) BES12 upgrade. Michael was patient and pleasant, and I do appreciate that. I hope that ALL of our customers receive the same superb support that I received today, when they call the Service Desk.”
Unnamed US Civilian Agency, Customer Support Branch Chief of an OCIO

John May in Arizona
“The ICE NOC (notably Mr. John May) did the majority of the heavy lifting concerning the ICON findings. If not for them, we would still be trying to get the findings remediated and definitely would not have a signed ATO.
John, …thank you for your diligent work running all of the findings down to being remediated. This ATO wouldn’t be in our hands without you and the team. Keep up the good work.”
Unnamed US Civilian Agency, Network Operations Section Chief

Angel Sterling in Arizona
“I just wanted to send an email regarding Angel Sterling. He calls in to HP for tech support. I am one of the reps with whom he speaks on a regular basis… He is always friendly, courteous and knowledgeable… All the agents on the floor have nothing but respect for him. Rarely do we recognize how awesome a person is… I just wanted to take a few minutes and let you know what a gem you have with Angel!!!… I just appreciate his demeanour on the phone and his expertise and knowledge. I could go on and on… Just wanted to give Kudos to Angel and let you know what a difference he makes whenever he calls for technical support.”
An HP technician

Phacilians in Action During Power Outages & Other Disruptions in Illinois
Starting on January 2, 2017 and running through January 6, the computer facility that hosts [the defense customer’s] applications and all of the systems and applications for three major commands, suffered several power outages and many disruptions. It should be noted that our applications are the only 5 out of 50+ that are fully functional in the alternate (Alt) site environment. This is a testament to the team’s ability to deliver. Below are highlights of the work of some of the team members during the aforementioned incident.

Jeffrey Preis
During the power outage in Illinois, Jeff worked several hours on the January 2nd New Year’s Holiday, troubleshooting with the CCE personnel on the initial outage. Under Jeff’s leadership and technical guidance, the team successfully brought our five systems back up several times after both graceful and ungraceful shutdowns during that five-day period. On January 5, Jeff drove to the Alt site to make sure all systems were properly configured to allow the organization to switch the production environment to the Alt site during the period of instability of the primary facility. Our team facilitated a smooth transition from production to the Alt site and back. During this period Jeff worked two 12-hour shifts and logged many hours from home at nights to ensure our applications were up and accessible to the user community.

Additionally, Jeff worked five hours over the weekend of January 7 and 8 to assist another major application. Jeff and his team collaborated with teams from DPS and the CCE to develop a work-around to allow DPS to develop and test resolutions to an issue that was causing major problems for the DPS user base. Jeff’s dedication to duty and can-do attitude reflects great credit upon himself, his team, Phacil and our defense customer.

Eddie Sanchez in Illinois
During the power outage in Illinois, Eddie worked diligently and many long hours in support of restoring our systems several times after both graceful and ungraceful shutdowns during that five day period. Eddie worked 20 hours on January 5 and 6 to support moving all applications to the Alt site and then back to the primary production facility when power was fully restored. Eddie’s dedication to duty and can-do attitude reflects great credit upon himself, his team, Phacil and our defense customer.

Chris Kittel
During the power outage in Illinois, Chris worked diligently and many long hours in support of restoring our systems several times after both graceful and ungraceful shutdowns during that five-day period. Chris worked three 11-hour shifts, January 3 – 6, to support moving all applications to the Alt site and then back to the primary production facility when power was fully restored. During this period Chris responded to numerous calls from our developers and team lead and worked from home at nights to ensure our applications were up and accessible to the user community. Chris was the “face of the customer” to the customer users and was in constant contact with the Systems Response Center (SRC – Helpdesk) resolving trouble tickets and user issues related to the outages.

Additionally, Chris worked three hours over the weekend of January 7 and 8 to assist another major application. That application is DOD Personal Property System (DPS) that ships household goods of all service members around the world. Chris collaborated with our developers and teams from DPS and the CCE to test the solution for the work-around allowing DPS to develop and test resolutions to an issue that was causing major problems for the DPS user base. Chris’ dedication to duty and can-do attitude reflects great credit upon himself, his team, Phacil and our defense customer.

Dwight Jones
During the power outage in Illinois, Dwight worked diligently and successfully brought our five systems back up several times after both graceful and ungraceful shutdowns during that five-day period. Dwight worked 26 hours straight January 5 – 6 to support moving all applications to the Alt site and then back to the primary production facility when power was fully restored. Our team facilitated a smooth transition from production to the Alt site and back. During this period Dwight logged many hours from home at nights to ensure our applications were up and accessible to the user community. Dwight successfully fixed an LDAP replication issue that the CCE team could not. This will provide full redundancy and allow for quicker and more efficient transitions to the Alt site in the future. As mentioned above, it should be noted that our applications are the only 5 out of 50+ that are fully functional in the Alt site environment. This is a testament to Dwight’s and the team’s ability to deliver.

Additionally, Dwight worked five hours over the weekend of January 7 and 8 to assist another major application. Dwight collaborated with teams from DPS and the CCE to develop a work-around to allow DPS to develop and test resolutions to an issue that was causing major problems for the DPS user base.

Dwight’s dedication to duty and can-do attitude reflects great credit upon himself, his team, Phacil and our defense customer.

Miah Preston in Maryland
“I just wanted to let you know I called the help desk this morning for laptop (desk sharing) assistance and received great help by Miah. She was very cordial, professional and friendly. Due to the nature of the call the ticket had to be escalated to Tier 2 however Mia was a great help and someone from Tier 2 called me shortly after. Great customer service!”
Unnamed US Civilian Agency, Contracting Officer Representative

Charles Holland in Maryland
“Charles Holland was very knowledgeable and outstanding IT tech, customer service. He was very pleasant and very fast. Charles went right in the computer and fixed my VDI situation fast. Outstanding job, well done!”
– Unnamed US Civilian Agency, Program Management Office

Terrello Lane and Daren Turner in Maryland
“I wanted to give some outstanding, exceptional compliments on Terrello Lane and Daren Turner, IT customer service. They were very knowledgeable and took care of the issue right away! They both did a superb job.”
Unnamed Civilian Agency, Program Management Office

Joshua Reynolds in Mississippi
“After receiving a call from the DCIO, Greg came in looking for Joshua. He was working a ticket that was important to the DCIO. Even with Greg, Kham, me and Jeff standing over him, Joshua performed exceptionally. He quickly identified the issue as layer 1 issue and though it took the rest of us awhile to get there, he was correct.”
Unnamed Civilian Agency, NOC Manager

Keith Oaks in North Carolina
“I would like to recognize Mr. Keith Oaks, before I take my new position with [another agency]. I have had the privilege to work with Mr. Oaks for the past 10 years. During this time Mr. Oaks has taken the time to repeatedly assist me in various information technology related tasks, as well as taken the time to explain and educate myself in the server management aspect of the information technology profession. If I get the privilege to work with someone who is half as good as Mr. Oaks at my new job, I’m confident that my computer related issues will be virtually non-existent.”
Unnamed Defense Agency, Director of Public Works

John Buyna in Virginia
“I’d like to take a moment to praise John Buyna for his management of the Retire Old hardware Project. John carried the project with his excellent communications skills. He was very effective dealing with a difficult customer who kept changing dates, not following best practice, and taking a defensive stance almost instantly in any conversation about schedule.

John’s communication skills also were in abundant evidence in his communications with me. I knew every twist and turn of the project, and there were many, being kept in the loop with John’s short, concise ad-hoc meetings with me. John’s schedule and percent complete updates were also of very high quality and released frequently and consistently. John made the project go easy for me. I appreciate very much his management on this project.”
Unnamed US Civilian Agency, IT Specialist of an Infrastructure Services Branch, IS Division

Lavanya Nallamshetty in Virginia
“Lavanya was the Phacil Project Manager for both the DNS Refresh and the Optimize Load Balancers projects. Both projects were refreshing critical networking components of the customer’s infrastructure and security. Lavanya did a great job on both projects. She’s very organized, and keeps project data up to date. Lavanya is an expert at following the DIS PMO project lifecycle, which was very helpful to me, and had huge project benefits like shared risk, stakeholder buy-in, and good communications. Lavanya has great communications skills, in fact, one email she sent out was praised by many of my colleagues for being informative, concise and well timed.

Where Lavanya really shines is her ability to be agile with scheduling and finding opportunities to work around schedule conflicts with other activities. I was also impressed that Lavanya was able to put the Optimize Load Balancers project on-hold, while dependencies in the network were implemented, and then she spun the project right back up and we implemented the last phase successfully.

In closing, Lavanya is easy to work with. She’s polite, a good listener, and always willing to do extra to make sure a project goes smoothly.”
Unnamed US Civilian Agency, IT Specialist of an Infrastructure Services Branch of an Information Systems Division

Shannon Christopher in Virginia
“I wanted to relay that 2 Majors and 1 Colonel, (gentlemen who I might add are not shy about highlighting deficiencies) both called out Shannon Christopher by name as having gone the extra mile to support either their Marines or them personally. Their uncommon gesture to recognize Shannon’s performance only highlights what I have come to know as “normal.” In Shannon, you have an employee whose “normal,” is extraordinary and I wanted to convey just how much we appreciate her contributions day in and day out.”
Unnamed US Defense Agency, CIO

Geoff Creighton in Virginia
“…kudos should go to Geoff Creighton. He’s done a great job wrangling the infrastructure resources needed to get the Solidcore agent rolled out on a very short timeline. Thanks, Geoff! I really appreciate your help!”
Unnamed Civilian Agency, IT Project Manager

A Phacil Team in Virginia
“Great Job Team! I am so proud and happy that we finished this project. Our team benefit greatly from the Network Core Refresh Project. The team stayed together and remained productive through the early technical issues, and later, scheduling difficulties. We should be especially proud of our determination to sustain two projects: DNS Refresh and Split F5 simultaneously. Thank you so much for your hard work.”
Unnamed US Civilian Agency, IT Specialist of an Infrastructure Services Branch of an Information Systems Division

Phacil Team in Virginia
“We’re three weeks into using the VM and so far, I love it. Performance on the file server and apps server are solid. Haven’t done anything with the development server. Retrospect client backup is fast and stable (knock on wood). Phil Metzger showed me how to do my own restores. I did a successful test, and am about to try another one. Thanks to all of you, especially David, for making this happen. It’s a load off my mind not to have to maintain the old server.”
Unnamed US Civilian Agency, Office of the Director of Information Technology and Communications

Phacil Team in Virginia
“The connectivity with my home wi fi was seamless. The access to [the agency] apps from home is easy peezy. The set up in my office only took 25 minutes from start to finish, including unpacking the hardware and getting me started. Overall, I am very impressed with the hardware, software, and your efforts. You should be proud. Thank you all for the work you’ve done on this project. People at [this agency] do not appreciate enough what you guys do. People are so used to turning on a machine and have it do something without any thought to all the work that goes into doing even seemingly simple tasks. A very professional experience from start to finish. Thanks again.”
Unnamed US Civilian Agency, NSF DIS IT Specialist

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