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
We’re At Your Service — with Deskside Support
When you’re working to a deadline and
there’s 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
TNB’s 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
organization’s 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 beauty—it helps regulate the planet’s climate. Join Tech Networks of Boston to protect this forest. http://bit.ly/rawakuno
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Meet a Boston Techie
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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.
Demeatres’s 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 technology’s 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 TNB’s 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 you’ll use this contest as a fun
way to get to know your city’s 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 TNB’s 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 everyone’s
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 won’t 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.
Don’t Be Afraid to Say “I Don’t
Know.” Even the best trainers don’t
know the answer to every question.
Don’t 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.
!
!
!
!
!
!
!
!
!
!
!
!
!
!
!
!
!
!
!
!
!
!
!
!
!
!
!
!
!
!
!
!
!
!
!
! !
!
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.
Demeatres’s 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 technology’s 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 TNB’s 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 you’ll use this contest as a fun
way to get to know your city’s 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 TNB’s 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 everyone’s
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 won’t 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.
Don’t Be Afraid to Say “I Don’t
Know.” Even the best trainers don’t
know the answer to every question.
Don’t 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
We’re At Your Service — with Deskside Support
When you’re working to a deadline and
there’s 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
TNB’s 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
organization’s 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 beauty—it helps regulate the planet’s climate. Join Tech Networks of Boston to protect this forest. http://bit.ly/rawakuno