Congratulations
to the February WSU PSAC
P'Sack' Awardee

Heidi Parker

IT Service Desk Supervisor
Computing Support Services

P'Sack' Awardee of the Month

BIOGRAPHY

Heidi was hired by WSU in August 2003.  She has worked for computing support for three and a half years.  Heidi manages the Technical Support Specialists who answer and respond to the calls that come to the 7777 number.  She also investigates and resolves escalated issues that come to the Computing Support Service Desk that cannot be resolved by Technical Support Employees.

Heidi loves working with and troubleshooting computers. She enjoys reading books, watching movies, and hopes to pursue a Master's Degree at Weber State.

Heidi tells us that the best part about working at WSU is the amazing people she works with. The thing she likes best about her job is helping people and providing service to them. Heidi said, "It always gives me a good feeling when I help someone solve a problem so he or she can accomplish the things that need to be done."

Heidi grew up in Bountiful, Utah, and received her B.S. degree in Electrical Engineering, with an emphasis in computers, from the University of Utah in 1984. She has lived mostly in Davis County but also lived in Hollister, California, for 8 years. She was originally hired at WSU to work in Computer Operations and then later moved to the Computing Support Service Desk.

Heidi is Vice President of Communications and Website Management for the Salt Lake Chapter of the Help Desk Institute (HDI).  She is married with four children and her two oldest children are currently attending WSU. Heidi said, "I think WSU is a great school!"

NOMINATION SELECTION

Heidi was nominated and selected for the following reasons:

Heidi has an amazing dedication to provide excellent customer service to Weber State faculty, staff, and students.  She works tirelessly to ensure that her customers get their problems solved, not only by doing what she needs to do, but by working closely with the hourly and professional staff across campus. For the last few months, under Heidi's supervision, the Service Desk has been working to resolve accounting issues, securing wireless access, password self service procedures, name changes, and system access.  

Heidi has developed an analyst's view of how the systems work together, so her troubleshooting skills are unmatched when it comes to solving problems. Heidi's focus is all about service - and she responds to the customers in a meaningful way, providing details to each end user about how she has been able to resolve their issues.

Heidi is a dedicated employee, managing and training the front line Technology Service Specialists so they can provide quality service. Her ongoing focus ensures that even when mistakes are made, they are quickly and efficiently addressed to improve overall customer service focus. She accepts criticism to help her improve, and she is willing to do whatever it takes to keep Computing Support focused on the goals of streamlining processes. Weber State University is fortunate to have someone of Heidi's caliber.

If you would like to nominate a WSU professional staff member please click here.
PSAC chooses a new awardee each month