CTG at Work: Joseph E

Name: Joseph E.

Company Title: Solution Architect, Service Desk

Years at CTG: 5.5

Hometown: Troy, MI

Current City: Troy, MI (soon to be National City, MI)

Favorite Song Right Now: "Don't Stop Believing" by Journey

Favorite thing to do outside of work: Home improvement projects

I start my morning at 7 a.m. with a cup of coffee while reading email. At CTG, I work within the North American Service Desk Solutions team. The Service Desk solution is a customer-facing managed service that CTG offers. We support clients’ Level 1 IT Help Desks, Level 1.5 Epic Clinical “How To,” and Patient Portal support.

During the day, I typically work on developing solutions for new service desk clients, building process improvements for service desk, including AI and automation opportunities, and migrating internal and client-facing reports from Excel to PowerBI.

During my first four and a half years at CTG, I was responsible for Service Desk Operations. Our most notable projects throughout my time include the implementation of a COVID-19 app support team for the State of California. Within three weeks of contract signing, we conducted interviews, onboarded, and trained 40 agents to support California’s COVID-19 tracing application and call center. The second notable project was our recent Epic go-live for a large regional healthcare system. For this project, we hired 75 agents for the Epic Command Center and 12 agents for the MyChart go-live in December 2021—all within one month of contract signing. Both initiatives were so successful that this healthcare system signed a three-year, long-term support contract for both services.

Outside of work, I like to spend my time walking the dog, working on home improvement projects (plumbing, electrical, and cabinet making), and of course, streaming movies and TV shows on Amazon, Disney+, and Netflix.

What I like most about working at CTG is the ability to provide positive change to our Service Desk operations. I’ve achieved a number of advanced degrees and certifications, and I believe those have contributed significantly to my career advancement. People should be willing to invest in themselves on their own time in order to better their opportunities for promotion. Finally, you should be willing to go the extra mile at work and always deliver what you promise you will do. Someone once told me that by keeping your promises in business, you will distinguish yourself from 90% of the workforce. This means meeting your deadlines and meeting the expectations of your management team.