ITS proudly recognizes Desktop Support Technician Xavier Perez as the April 2026 Employee of the Month. Nominated by Lily Barger and Matt Giers, Xavier is praised for proactively supporting the BearHelp team during a challenging period of transition.
Stepping Up During Times of Transition
When BearHelp unexpectedly lost a team member, Xavier immediately stepped in to help. Without being prompted or asked, he took on the responsibility of checking the BearHelp voicemail system daily and creating support tickets to ensure no customer call was overlooked.
"Xavier immediately filled in the gaps without being asked, picking up responsibilities like checking the BearHelp voicemail daily, just because he knew the work had to be done,” Director of Campus Support Lily Barger shared. “He did this for several weeks, in addition to his own duties, without being asked and without complaint."
Lily also expressed her appreciation for Xavier’s proactiveness:
“This is the kind of team spirit and dedication that truly helps when times are tough.”
By taking ownership of a critical task, Xavier ensured that campus users continued to receive reliable support when they needed it most.
Anticipating Team Needs with Initiative
When managing a sudden transition, even the most organized teams can occasionally overlook details. For several days, the team did not realize that the critical task of managing the BearHelp phone line had not been formally assigned to anyone. When BearHelp Supervisor Matt Giers went to check the voicemail box, he expected a substantial backlog of unresolved customer requests. However, there were none. He discovered that Xavier had already quietly processed the voicemails and created tickets for them.
“When I went into the voicemail box, instead of the dozens of unprocessed recordings I expected to find, there were none. Xavier had, unasked, processed all of them and created tickets for them,” Matt recounted. He added, “It was so helpful to have someone take on that extra work without being asked to, to help out the team.”
By anticipating his team’s needs and acting on it, Xavier helped maintain BearHelp’s operational efficiency.
Matt also called out the excellent support that Xavier provides to one of ITS’ valued campus partners:
“[Xavier has] been providing excellent support to one of our partner[s], the School of Public Policy. [W]e continue to hear praise regarding the work he's done there.”
With his dedication and commitment to customer success, Xavier is truly an asset to ITS. Congratulations on this well-deserved recognition!
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