March 2013 Employee of the Month

Need someone who goes above and beyond to get the job done?

Rob Deering, infrastructure specialist 2 at the Portsmouth Customer Service Office, is your guy.

That's one reason he was chosen as BWC's March Employee of the Month. Jim Cunningham, Rob's nominator and director of IT infrastructure & operations, cites a specific recent IT incident in which Rob went out of his way to ensure good customer service. "This level of commitment to the agency and the customer is representative of this employee's character while on the job here at BWC," said Jim. "Great job."

While Rob was visiting the William Green Building for routine meetings recently, some printer and copier port problems arose at the Division of Safety & Hygiene. "(He) was asked to go lend a hand with the problem," said Jim. "Not only was he willing to lend a hand, but went above and beyond expectations by going to a local electronics store to obtain the needed components to address the problem while he was on-site."

All in a day's work for Rob, says his supervisor Chuck Vickers, a network services supervisor. "It is a pleasure to have Rob as part of our agency's field support services team," said Chuck. "Rob takes pride in his work, and I have always had great feedback from his customers in Portsmouth as well as the other service offices that he helps support."

With almost five years at BWC, Rob is based in Portsmouth but also travels to the Logan Customer Service Office and MAFIL in his post as field support – south, to keep IT equipment up and running. The various software and technology we use at BWC fascinates him, and he loves the opportunities this work presents. More than this, Rob enjoys meeting his fellow co-workers. "There are not too many places where you can meet such an array of people from all over the state and world," he said.

Clearly, Rob is all about people and serving them as best he can with their IT needs. Chuck calls Rob "very customer-service oriented." "I can always depend on the fact that tasks assigned to Rob will be completed in a timely manner and to his customer's satisfaction," said Chuck. "Rob communicates well with his field support services team, as well as his BWC customers, and he is always willing to assist when or wherever needed."

It's a tough job, says Rob, but he's up for the challenge. "Providing good customer service is not easy," he said. "If anyone tells you it is, they are lying. Everyone has their definition of 'good' - their own expectations. I try to treat others as I would like to be treated and try to ensure that my customers feel that their goals have been met. If for some reason I cannot accomplish one's goal, I try to make sure that the customer feels that we have exhausted all options trying to do so."