Page 3 - MIL Connection Winter 2018

company news

MIL nominates all-stars for HDI Awards

The Help Desk Institute (HDI) recognizes the industry’s best and brightest individuals, teams, and organizations each year at the HDI
Annual Conference & Expo. This year’s event will be held on April 10 -13, 2018, at the MGM Grand in Las Vegas. Up for nomination
and consideration for 2017 are some of MIL’s help desk all-stars; each deserving of HDI Analyst of the Year. This year’s MIL nominees
are listed below.

Moshin Khan

According to Mohsin’s nominator, he is an “awesome team
player.” He goes above-and-beyond to help the team in any
way he can, he’s a natural leader who always has a smile
on his face, and he comes in each day ready to work. Most
importantly, he’s always willing to help his customers and Galen Buie
teammates without hesitation.
Galen Buie has developed and refined self-confidence,
Keith Lomax Jr. courage (personal and for the team), accountability, and
focus for the job as it relates to day-to day operations. Galen
does what needs to be done and never says “It’s not my job.”
Keith has proven himself to be the most valuable analyst on As her nominator noted, “Galen’s tireless efforts to support her
the Electronic Copyright Office team throughout the last team more than two to three hours after her shift has ended
year. He’s the number one team member in calls answered, at least three times a week is commendable. She regularly
tickets closed, etc. Keith accomplishes all of this while volunteers to cover shifts to include working nights, week-
steadfastly maintaining his professionalism and providing ends, and holidays. It is for these reasons and so many more
the highest level of customer service. In addition to the hard Galen Buie is nominated for the 2017 HDI Analyst of the Year
work he puts in every day, Keith also made time to attend Award.”
training events and earned his HDI Support Center Team
Lead certification in May 2017. Channing Trent
Carolyn Copeland According to his nominator, “Channing provides excellent

MIL analyst Carolyn Copeland allows her work to speak for customer service each and every time he interacts with
itself. She not only listens to her customers, but she hears a customer.” When handling tickets and dealing with
what they are saying, offering the best possible solutions to customers, he always has a smile on his face and a pleasant
resolve their concerns. Carolyn is second to none when it demeanor. One satisfied customer said the following about
comes to preparation; she’s never caught off guard, and is Channing: “I would like to reach out and let you know Mr.
always prepared for the challenges that present themselves Trent was instrumental in assisting Copyright’s Receipt
each day. Carolyn is a meticulous writer; this is prevalent Analysis and Control Division and the Registration Program.
in the quality of her every call, ticket, and email. In fact, He was always available, very knowledgeable, professional and
her incident worklogs are a benchmark for the team—they always punctual. He handled multiple laptops and user profiles
are always well documented, leaving little to no room for setups and issues. We could not have been able to meet our
assumptions and rework. deadlines without his assistance.”

winter 2018 | The MIL Connection | 3