What are some things Michael does well?
Over the past few months, Michael has proven that he is a valued member of the Apogee team. Michael is an employee who embraces his responsibilities, delivers first class work, and is constantly striving for more knowledge to increase his worth to Apogee. Without a doubt Michael embodies the Apogee pillars of “serving the client” and “owning the problem, be part of the solution”. Michael continues to be a positive face of Apogee to not only the clients but to higher level Apogee management and leadership. In his short time with Apogee, Michael has assisted with the Grambling install, LA Tech head-end move, and Lyon VoIP deployment. Michael also works a daily call center shift as well as triages issues at Rowan, LA Tech, and Centenary.

Before getting into the nitty gritty let’s get the basics out of the way. Michael has very good communication, time management, customer service, organization, and technical skills. Michael continues to perform his job functions in a high-quality manner that always meets or exceeds expectations. Reports usually are completed on time and meet or exceed expectations and standards. He maintains positive relationships with site contacts, peers, and Apogee management.

Now on to the good stuff:
First and foremost, Michael continues to learn and is becoming more autonomous by the day. He can handle most work sent his way with little, or very few, escalations. Michael reaches out when he needs assistance which is understandable as he has only been with Apogee for a few months. Michael will attempt to work all issues to the best of his abilities before escalation. He has a clear understanding of when an issue needs to be escalated to reach an immediate or quicker resolution and when he has the flexibility to work through an issue on his own to grow his overall ability and understanding.

Michael is as dependable as they come. It is clear he has a high engagement and focus on his job and always strives to do his best. Michael has embraced the Apogee pillar of “own the problem, be part of the solution”. Any issue that comes up at EHC Michael is incredibly responsive. He accepts the site responsibility in a manner that reflects the field service culture of serving the client. No one likes getting out of bed at 3 AM but it happens – and Michael is never one to complain, only reacting to the situation presented to him in a positive manner.

Michael has transitioned to the new ServiceNow system with no issues. Updates, states, and work notes are always up to company standards and exceed expectations. As the system evolves Michael does not struggle to stay in-line with the ever-changing policies and procedures. This is incredibly appreciated by upper management!

Michael has become a mainstay of Apogee at Grambling State University. Without a doubt Michael’s exceptional customer service, work ethic, and technical abilities have played a major part in the success that Apogee has seen there. In the few months that Michael has been with Apogee he has proven to be a valued employee who embodies the Apogee service mindset.
How could Michael improve?
To put this succinctly, the only deficiency that I see in Michael’s knowledge on the data side is to obtain a better understanding of layer one technologies; i.e: OM1 vs OM2, UPC vs APC, LX vs LR, etc. This will prove invaluable for your growth with Apogee.

Michael has proven technical capabilities on the data side, I would like to see a renewed focus on the CATV side. If Michael can master full CATV distribution he would be a totally autonomous technician and would allow for opportunities for upward growth within Apogee.

I would like to see Michael set a goal of attaining the ICND-1 and/ or ICND-2 (CCNA) certifications. I believe these would provide him with higher level troubleshooting abilities. Michael does possess a technical aptitude, and this would be an excellent time to expand upon that. Michael could also focus on other industry specific certifications such as the CWS, CWT, or CWNA to improve an overall understanding of wireless technology and theory. Remember, Apogee will pay for the certifications as well as a bonus. Time could be utilized during the phone shift to study up on these! Management will be more than happy to assist in creating a timeline as necessary.