boston techie, october 2011

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News from Tech Networks of Boston

TRANSCRIPT

  • In this issue

    Deskside support: We at your service

    How to run a training program

    Urgent: Help preserve rainfroest

    Meet Demeatres Fontaine

    Preserving trees in South Boston

    ISSUE

    10 | OCTOBER 2011

    574 dorchester avenue south boston, ma 02127

    Were At Your Service with Deskside Support

    When youre working to a deadline and

    theres a computer problem, you need a

    knowledgeable helping hand. Our

    deskside support technicians are at hand.

    They work as part of a client organization,

    helping users with computer issues right

    at their desks, keeping managers apprised

    of maintenance needs and solving the

    everyday problems that can prevent

    people from working effectively. All

    deskside support technicians come to a

    client office with prior experience

    working at the Help Desk on Demand in

    TNBs Remote Services Department.

    Deskside support technicians are

    employees of TNB, where they receive

    ongoing professional training, coaching

    and supervision, and full benefits. They

    also benefit from staff development

    activities provided by TNB. Ongoing

    training ensures that your deskside

    support technician stays up to date on the

    latest technology.

    As a cost-effective alternative to hiring

    full-time permanent staff, TNB deskside

    support technicians make business sense.

    They work just as if they were your

    internal employees, observing your

    organizations business hours and holiday

    schedule.

    TNB deskside support technicians are the

    perfect complement to your ongoing

    service contract with TNB.

    This leafy canopy offers more than just natural beautyit helps regulate the planets climate. Join Tech Networks of Boston to protect this forest. http://bit.ly/rawakuno

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    Meet a Boston Techie !

    Mobile phone not downloading e-mail? Printer acting up? When busy clinicians at

    Commonwealth Care Alliance (CCA) need a helping hand, they call Demeatres Fontaine.

    Demeatres came to TNB with a certificate in advanced computer technologies. At TNB, he

    completed a six-week training internship. Now, as a deskside

    support technician, he works for TNB but is fully integrated

    into the IT department at CCA.

    Demeatress responsibilities range from application

    support to phone help, working directly with end users

    at the client office. He keeps CCA managers apprised

    of routine maintenance needs. If a problem needs

    escalation, Demeatres has a quick line back to Tech

    Networks of Boston, where further resources can be

    mobilized.

    Demeatres loves being part of the IT team at CCA.

    He is excited about technologys new role in medical

    settings; he plans to build his career in healthcare IT.

    Know Your Southie Trees! October Contest

    Where in South Boston is this

    tree? The first reader to guess its

    location will receive a free gift. Hint:

    this tree is a Northern red oak, located

    near TNBs main office in Andrew Square.

    Tech Networks of Boston supports the

    preservation of mature urban trees,

    which make neighborhoods more

    pleasant, filter our air and water,

    and moderate temperatures. We

    hope youll use this contest as a fun

    way to get to know your citys trees!

    Most organizations know they need

    training, but rarely implement it.

    According to the U.S. Small Business

    Administration, only 1 in 4 organizations

    with fewer than 25 employees has a

    formal training system.

    Here are a few tips from TNBs resident

    trainer, Tuan Pham:

    Evaluate Your Needs. Why does

    your organization need training? Are

    your employees skills out of date, or

    are you thinking of introducing a new

    technology that will make everyones

    job easier? Do you need training on

    standard products, or do you use

    specialized systems on which new

    employees need to be trained?

    Start Small. Your first training

    session probably wont go perfectly.

    Instead of starting in the big room, first

    !

    Demeatres Fontaine Deskside Support Technician

    perform a demonstration in front of a

    few co-workers. Adjust your slide deck,

    your script and your voice based on

    their feedback. Then, you can deliver

    the training with confidence.

    Dont Be Afraid to Say I Dont

    Know. Even the best trainers dont

    know the answer to every question.

    Dont make wild guesses in front of an

    audience. Instead, deal with the topic

    gracefully and follow up later with an

    e-mail.

    Gather Feedback. Be sure to give a

    survey to all attendees after every

    session. Was the information useful?

    Was the instructor engaging and able to

    answer questions intelligently during the

    training?

    Use the feedback that you gather to

    make future trainings even better.

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    !

    !

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    !

    !

    !

    !

    !

    !

    !

    !

    ! !

    !

    Meet a Boston Techie !

    Mobile phone not downloading e-mail? Printer acting up? When busy clinicians at

    Commonwealth Care Alliance (CCA) need a helping hand, they call Demeatres Fontaine.

    Demeatres came to TNB with a certificate in advanced computer technologies. At TNB, he

    completed a six-week training internship. Now, as a deskside

    support technician, he works for TNB but is fully integrated

    into the IT department at CCA.

    Demeatress responsibilities range from application

    support to phone help, working directly with end users

    at the client office. He keeps CCA managers apprised

    of routine maintenance needs. If a problem needs

    escalation, Demeatres has a quick line back to Tech

    Networks of Boston, where further resources can be

    mobilized.

    Demeatres loves being part of the IT team at CCA.

    He is excited about technologys new role in medical

    settings; he plans to build his career in healthcare IT.

    Know Your Southie Trees! October Contest

    Where in South Boston is this

    tree? The first reader to guess its

    location will receive a free gift. Hint:

    this tree is a Northern red oak, located

    near TNBs main office in Andrew Square.

    Tech Networks of Boston supports the

    preservation of mature urban trees,

    which make neighborhoods more

    pleasant, filter our air and water,

    and moderate temperatures. We

    hope youll use this contest as a fun

    way to get to know your citys trees!

    Most organizations know they need

    training, but rarely implement it.

    According to the U.S. Small Business

    Administration, only 1 in 4 organizations

    with fewer than 25 employees has a

    formal training system.

    Here are a few tips from TNBs resident

    trainer, Tuan Pham:

    Evaluate Your Needs. Why does

    your organization need training? Are

    your employees skills out of date, or

    are you thinking of introducing a new

    technology that will make everyones

    job easier? Do you need training on

    standard products, or do you use

    specialized systems on which new

    employees need to be trained?

    Start Small. Your first training

    session probably wont go perfectly.

    Instead of starting in the big room, first

    !

    Demeatres Fontaine Deskside Support Technician

    perform a demonstration in front of a

    few co-workers. Adjust your slide deck,

    your script and your voice based on

    their feedback. Then, you can deliver

    the training with confidence.

    Dont Be Afraid to Say I Dont

    Know. Even the best trainers dont

    know the answer to every question.

    Dont make wild guesses in front of an

    audience. Instead, deal with the topic

    gracefully and follow up later with an

    e-mail.

    Gather Feedback. Be sure to give a

    survey to all attendees after every

    session. Was the information useful?

    Was the instructor engaging and able to

    answer questions intelligently during the

    training?

    Use the feedback that you gather to

    make future trainings even better.

  • In this issue

    Deskside support: We at your service

    How to run a training program

    Urgent: Help preserve rainfroest

    Meet Demeatres Fontaine

    Preserving trees in South Boston

    ISSUE

    10 | OCTOBER 2011

    574 dorchester avenue south boston, ma 02127

    Were At Your Service with Deskside Support

    When youre working to a deadline and

    theres a computer problem, you need a

    knowledgeable helping hand. Our

    deskside support technicians are at hand.

    They work as part of a client organization,

    helping users with computer issues right

    at their desks, keeping managers apprised

    of mai