Tobyhanna Army Depot Latest Warfighters of the Quarter Two devoted soldiers from Northeastern Pennsylvania were honored on Friday, November 11, as they were officially named Tobyhanna Army Depot’s (TYAD) Warfighters of the Quarter for the 3rd and 4th Quarter of 2022. The award recognizes the relationship between employees at TYAD and the warfighters they work each day to support. The presentation was held at the Mohegan Sun Arena in Wilkes-Barre, PA, during Friday night’s Wilkes-Barre/Scranton Penguins hockey game versus the Hartford Wolf Pack. The recipients are just the latest honorees on a list of 35 distinguished soldiers. The honorees are Sergeant First Class (SFC) Robert D. Walker and Staff Sergeant (SSG) Wesley A. Brand. With 15 and 9 years of military services respectively, these two soldiers have lived the Army Values for a long time and are the epitome of what it means to be Warfighter of the Quarter. SFC Walker is currently stationed at the High-Tech Regional Training Site-Maintenance at TYAD, where he is responsible for the tracking of training for 14 full time staff on a daily basis. In addition, he has ordered over $500,000 in maintenance repair parts for equipment that improved unit equipment readiness by more than 60%, which contributed immeasurably to real-life training scenarios. He also worked with several quota sources managers to acquire class seats for critical unit requirements (both job-related and professional development) that vastly improved readiness and morale. Over his 15-year military career, Walker has spent time in places such as Washington, Las Vegas, Texas and has also served as a reservist in Iraq. He is the recipient of four Army Commendation Medals (ARCOM), an Army Achievement Medal (AAM), two Army Good Conduct Medals, a National Defense Service Medal and an Armed Forces Reserve Medal. Walker said that he didn’t necessarily know where the road would take him, but everywhere he has been presented new challenges and interesting opportunities, including this Warfighter of the Quarter award. “I’ve been to many different places that I never expected before joining the Army, but things happen and you find yourself there and it always ends up being very rewarding,” said Walker. “I’ve always just tried to do what I can for everybody, so I never expected this award. It is a tremendous privilege.” Master Sergeant David P. Indie commended Walker for his strong work ethic and selflessness. “SFC Walker is dedicated to mission success by meeting every challenge head on. He continually goes above and beyond by completing maintenance tasks to ensure the High Tech’s equipment is mission capable and ready to train the new warfighters in the Signal Regiment,” said Indie. “He is sought out by the entire unit daily to assist in performing tasks and without hesitation, will stop what he is doing to help.” SSG Brand is currently a member of the Wilkes-Barre Recruiting Company and has excelled as a recruiting non-commissioned officer (NCO). He was number one within the company for FY22 mission accomplishment in what is considered one of the more difficult recruiting areas. In addition to his duties with the recruiting company, he also spends time as a high school golf team coach, hockey team coach, and has organized numerous fundraising events in his community. Over his nine years in the service, Brand has spent time at Fort Campbell, Fort Carson, Fort Knox, Afghanistan, Kuwait, and more. He has earned an ARCOM, three AAMs and has completed a show of force deployment in Germany. SSG Brand is also a graduate of the Army Recruiting Course and Air Assault School. SSG Brand said that he was very caught off guard when he learned he’d been selected as one of the latest Warfighters of the Quarter – but was very honored. “When I heard the news, I almost didn’t know exactly how to feel,” said Brand. “I don’t do the things that I do for awards but receiving them is a great honor and it is nice to know that there are people out there who notice.” Captain Taylor Viotto spoke highly of Brand, praising his accomplishments both on and off duty. “SSG Brand is a stellar NCO that is among the top 1% of Soldiers I have worked with in my career,” said Viotto.
Tobyhanna Army Depot Single Shelter Switch Tobyhanna Army Depot (TYAD) can add the Single Shelter Switch (SSS) to its list of ever-growing workloads. Part of the Tactical Network Transport – At The Halt (TNT-ATH) system group, the SSS is a shelter system that provides robust voice, video, and data communications for global data exchange from anywhere on the planet between various United States Military Units, as well as other friendly coalition forces. Tobyhanna provides diverse support for this system including overhauls, minor resets and repairs. The SSS is very similar to another TYAD workload, the AN/TTC-59 Joint Network Node (JNN). Once upon a time, the Army used these two systems for different purposes. The SSS was used more for phone communications and the JNN for network communications. As time passed and technology evolved, the SSS has grown to also feature network communication capabilities. The SSS workload was acquired based on TYAD’s proven ability to adapt to network and information technology (IT) heavy related systems. Although the internal components of the SSS are now very similar to that of a JNN, TYAD employees would not have ever developed an understanding of how to maintain a SSS without its counterpart. IT Specialist Dan Harnden said he believes IT and network heavy workloads will be prominent at TYAD in the future, so this is a positive sign for the kinds of work depot employees can successfully handle. “Doing successful work on these systems is a sign of how TYAD is adapting to the needs of the United States Army,” said Harnden. “Gaining this knowledge really opens up our possibilities here at the depot.” C4 & Logistics Engineering Division Chief Chester Tracewski and Division Operations Manager Anthony Brandi agreed, saying they believe Tobyhanna has the capability to support the many customer needs. “Tobyhanna’s full-scale support of satellite communications systems provides our diverse customer base with a ‘one-stop shop’ for their readiness needs.” The Network Integration Technology Enhancement (NITE) modernization effort refreshes the Army’s widely fielded TNT-ATH equipment, which is reaching end of life. TYAD engineers have regularly assisted CECOM engineers to locate suitable replacement parts no longer available, as well as added insight for ways to achieve smaller tactical footprints of the equipment for future developments.
Tobyhanna’s Latest Employees of the Quarter Although many different things go into running a world class business, at the end of the day, it is the people that matter the most. That is why every three months, Tobyhanna Army Depot (TYAD) chooses two employees to be named their Employees of the Quarter (EoQ). On a depot of about 3,500 people, there are many great candidates to choose from. This quarter, Shana Fields of the Production Management Directorate and Raymond Loewenthal of the C4ISR Directorate have been selected as the junior and senior honorees respectively. Fields currently serves as a secretary and has been a member of Team Tobyhanna for about six and a half years. During her time at TYAD, she has provided high levels of service and support at both branch and division levels. She is responsible for maintaining communication with all 70 divisional personnel members across both the C4ISR Integration & Fabrication Division and Avionics & Sensors Division. She has been credited for her exceptional accuracy when tracking personnel pay and leave, managing government travel and purchase requirements, and ensuring requests are processed through the approval chain to meet required time and documentation suspense. Chief of the C4ISR Integration and Fabrication Program Management Division, Mike Monroe, lauded Fields for her drive and professionalism. “Shana’s service has consistently epitomized initiative, professionalism, endurance, competence, efficiency and accuracy,” said Monroe. “Those attributes, combined with her infectious, positive attitude have made her a leader within the division that all personnel come to for advice, clarity and support.” Fields is also known for trying to find new, efficient ways to achieve her work. Despite having to manage many different tasks, she has maintained a “Six Sigma” reputation for her remarkable accuracy, meaning she has the skills to find, fix and finalize efficiencies to save time and money and improve our nation’s ready forces at the best value. This laser focus is directly credited for the division’s seamless record in meeting suspense dates on all tasks and correspondence. Monroe said that Fields’ selflessness is one of her most admirable qualities. “Shana is known for her willingness to take on further work and responsibility,” said Monroe. “Her attitude and work ethic consistently bring great credit upon herself and are recognized across the organization as someone who always puts her fellow employees, and the mission to support the Warfighter, ahead of herself.” Fields said that receiving this honor only solidifies the appreciation she has felt ever since she started at TYAD. “One great thing about my job is that I have never felt unappreciated,” said Fields. “It feels great to receive this honor. I feel as though it reinforces the acknowledgement I have received here for a while.” Known for his ability to take initiative and work diligently, Loewenthal is an Electronics Mechanic and has been a member of Team Tobyhanna for 18 years. When his team recently experienced a failure to the MSS AN/TRC-194 terminal that prevented them from performing final testing and inspection of assets, Loewenthal sprang into action and was able to determine the failed component, work with engineers to find a replacement, and work proactively with his teammates to install it. His hard work and ingenuity restored the terminal to full mission capable status. Chief of the MILSATCOM Branch, Christian Cognigni, commended Loewenthal for not only setting a great example for his teammates, but also living the Army Values. “Mr. Loewenthal set a great example for new employees and seasoned co-workers alike. His actions demonstrate taking ownership of his workload, identifying priorities, good problem solving skills and excellent communications skills. He also displayed initiative, focus, diligence and attention to his assigned duties,” said Cognigni. “His example in this effort reinforces the Army Values and has been recognized by other departments within the TYAD organization.” Loewenthal’s efforts benefitted TYAD in both the near and long term. Not only was the MSS AN/TRC-194 Satellite Terminal restored to full operational status in a timely manner, but the attention brought to this failing part has ensured no down time will be incurred if it is a problem again in the future. Cognigni said that he appreciates Loewenthal’s willingness to do something that is outside of his usual responsibilities. “This entire effort was outside his ‘comfort zone,’” said Cognigni. “Ray needed a degree of courage to take on this responsibility for us and we appreciate him stepping up.” Loewenthal has also been selected as the CECOM Employee of the Quarter. He said that he appreciates being recognized for his hard work. “It feels great to have received this honor,” said Loewenthal. “Although I have had a long career, it takes time to earn great things so I couldn’t be happier that the work has paid off.”
Tobyhanna Army Depot Extends Strategic Planning Focus Tobyhanna Army Depot has announced its newest strategic planning target: the year 2035. An offshoot of the TOBY2028 effort, TOBY2035 has four strategic focus areas: Investing in Our People, C5ISR Readiness, Shape the Future and Strategic Communications – all aimed at posturing the organization for success in the year 2035. The strategic refocus serves two main purposes, according to Organizational Development Specialist Heather Fiedler. “It has always been our intent to continue moving the target. Readjusting our focus to 2035 allows us to be nested with the Army’s overall strategic plan and align with the 15-year modernization plan for all organic industrial base entities,” she said. TOBY2035 represents a continuation of the depot’s aggressive, future-focused strategic planning efforts, building upon incredible success with the plan’s predecessors, TOBY2028, and TOBY2020. Each plan resulted in significant accomplishments for each line of effort. Under the Invest in Our People banner, Fiedler says employee development programs, such as the “In Their Boots” shadowing program and developmental rotation opportunities, have made a big difference. “These voluntary opportunities encourage employees and supervisors to develop new perspectives of operations, broaden their network and knowledge, and increase empathy toward peers while learning about their experiences in the workplace.” A key achievement by the C5ISR Readiness line of effort was the establishment of a dedicated Business Intelligence team, focused on consolidating and standardizing production reports – enabling leadership the tools they need to make the best decisions for the organization. The Shape the Future line of effort is developing a microelectronics strategy assessment to determine if Tobyhanna can support the microelectronics market in support of domestic supply chain shortages. “As a result of the supply chain challenges facing the Department of Defense Tobyhanna recognizes the need to build an agile and flexible microelectronics capability to support overarching defense strategies,” said Katlin Edmunds, Chief of the Strategic Initiatives Office and leader of the Shape the Future line of effort. Among the Strategic Communications line of effort’s accomplishments is a major upgrade to audio systems across the depot, reducing downtime and increasing wide access to information disseminated audially. The team also re-tooled communications processes to heighten inclusivity to individuals with disabilities.
Tobyhanna Recognizes Employees on National Tradesman Day Tobyhanna Army Depot observed National Tradesman Day on September 16 by shining a spotlight on some of its expert tradesmen and saluting all tradesmen who contribute to the organization’s mission. The depot employs artisans in a variety of trades for both mission and base operations. Many of these tradesmen work in the Directorate of Systems Integration and Support (SIS), supporting refinishing and manufacturing operations vital to Tobyhanna’s overall mission supporting the joint warfighter. Kenneth West is a General Equipment Repair Mechanic in the Systems Integration and Support Directorate. He chose to enter a trade simply because he had a passion for vehicles. West said he grew up riding and racing dirt bikes as a hobby and that he’s always felt a sense of gratification when learning how to take things apart and put them back together again. His father did a lot of mechanical work, which allowed him to get his initial look into working in that profession. His passion for hands-on learning led him to the Motorcycle Mechanic School in Orlando, Florida which allowed him to get his start in the power sports industry. After spending a few years working at a small mom and pop store and then at Electric City Harley Davidson, West joined Team Tobyhanna in 2019. Working in the Tactical Vehicle Branch, West is a member of the depot’s High Mobility Multipurpose Wheeled Vehicle shop where the team receives vehicles and then performs resets, repairs, inspections and more. West said he and the team understand how important the work they do is for our nation’s warfighters, and they take great pride in ensuring their work is done at the highest possible level. “We’re helping out the Army and other branches of military by fixing these vehicles and making them mechanically sound for other bases and ultimately the battlefield,” said West. “Everyone in this shop takes pride in what they do. Every Humvee is worked on by a trained professional so that they’re sent out in the field one hundred percent mechanically ready to rock ‘n’ roll.” Electronics worker Melvin Pena-Rivera is a member of Team Tobyhanna’s innovative Pre-Production and Planning Branch, responsible for onboarding and developing comprehensive processes for new cable workloads. The Branch’s mission was attractive because of its wide range of projects, Pena-Rivera noted. “I like a challenge, and here I get the chance to do something different every day. I also can use many of the skills I have acquired to overcome the unique challenges presented during the prototyping process.” Creativity runs in Pena-Rivera’s family – his father was a painter and sculptor, and Pena-Rivera himself enjoys artistic expressions such as producing original music, drawing and 3D modeling in his free time. A relative newcomer to the depot, Pena-Rivera joined Team Tobyhanna in 2018 after emigrating to the United States. He left his home country of Puerto Rico after Hurricane Maria decimated the island, resulting in few job opportunities. Despite having to start over, Pena-Rivera tries to bring the experience from his previous careers to his current one. “Working as a technical engineer and drafter in Puerto Rico gave me skills and insight that I use to make Tobyhanna’s mission successful.” Outside of his creative endeavors, Pena-Rivera enjoys movies, stand-up comedy and returning to Puerto Rico to spend time with his favorite two people: his daughter and his mother, whom he cites as a personal and professional inspiration. “My mom is the hardest working person I know, and I’m proud to be her son.” Tradesmen are also employed in other capacities at the depot, making meaningful contributions to the organization’s mission. Gregory Kipp works in the Production Engineering Directorate, sustaining the critical equipment that powers the Automated Storage and Retrieval System (ASRS) warehousing system. Kipp and his co-workers play a key role in the logistics support required to achieve Tobyhanna’s mission. A graduate of Johnson College, Kipp originally pursued a career in computer engineering, but quickly found he would rather make his living pursuing his passion. “As a kid, I drove my parents nuts taking phones, calculators, and other things apart. During my early college years, I realized how much I missed that practical type of work, so I decided to change course.” Kipp subsequently earned a degree in Electrical Construction and Maintenance and joined Team Tobyhanna in 2004. He says he’s never looked back. “I truly enjoy what I do, whether it’s troubleshooting a challenging problem or simple maintenance. Getting to do it with people I like is a bonus.” Paul Deprimo, Chief of the Mobile Equipment Branch, says Kipp is a huge asset to his team. “Greg continually strives to expertly maintain and repair any and all equipment he is responsible for, and does so with professionalism, dedication and pride.” In his free time, Kipp enjoys cooking, woodworking, and spending time with his two young daughters. An avid movie-watcher, Kipp also boasts the unique achievement of having seen his favorite film, “The Fifth Element”, an astounding 140 times.
Tobyhanna’s Employee Services Center Draws Awareness to Suicide Prevention September is Suicide Prevention Awareness Month and members of Team Tobyhanna have many resources available to them and their families at Tobyhanna Army Depot (TYAD). One such resource is the Employee Services Center (ESC), which is available 24/7 via the ESC Hotline at (570) 615-5591 for immediate assistance. The ESC offers brief, solution-focused counseling to help employees or their families balance the struggles they may be having. When someone calls the Hotline, ESC personnel will confirm if the person in need is a threat to themselves or anyone else. If they are, emergency first responders will be called to get them immediate assistance. ESC personnel ask the same who, what, when, where, and why questions to all who call in so they can learn what the individual is doing and where they are. They make sure to stay engaged in the conversation and try to obtain crucial information that can be used to ensure safety. When the crisis is over, ESC personnel work with the individual to connect them to community resources. In an effort to better the community around them, the ESC works to promote educational awareness, conducts annual training, normalizes conversations about suicide, and runs a Peer 2 Peer Proactive Education Program. These are all great resources that provide beneficial training for mental health and suicide awareness. The Peer 2 Peer Program is designed to train employees on mental health, substance abuse, sexual assault, sexual harassment, and suicide prevention to better understand the signs and symptoms of each. Once employees are trained, they receive a yellow lanyard that will allows other employees to identify them as a person they can talk to about what may be bothering them. If more assistance is needed, Peers can escort the employee to the ESC or call 911 to get them immediate assistance. Currently, the ESC is preparing a training called LivingWorks ASIST. ASIST stands for Applied Suicide Intervention Skills Training. The training is a two-day face-to-face workshop featuring powerful audiovisuals, discussions, and simulations. Participants learn how to prevent suicide by recognizing signs, providing a skilled intervention, and developing a safety plan to keep someone alive. Three ESC employees recently received certification to conduct the workshop and will schedule trainings for the Tobyhanna community in the upcoming months. ESC personnel caution that the signs of suicide are not black and white. They are complex and can look different depending on the person. Suicidal thoughts can occur to anyone, even if they do not have any mental health illnesses. Statistics show that about 5 percent of the United States population are having suicidal thoughts at any given time. Showing others empathy and letting them know they are not alone is a huge step in letting those with suicidal thoughts know their thoughts are common and treatable. ESC Supervisor Ricardo Horn said that people with suicide thoughts are often in pain, isolated, and unsure of what to do. “Asking a person if they are thinking about suicide shows them you care and that there may be another option. Although it is an uncomfortable question to ask, it just may save a life.” Becoming more informed about suicide can help prevent it. Looking for the signs and letting others know they are not alone is important.
New Blast Booth Expands Upon Tobyhanna’s Diverse Capabilities As a part of Tobyhanna Army Depot’s (TYAD) continuous mission of providing top-of-the-line support and being the best value for the warfighter, a new blast booth was recently installed in the C4ISR Finishing Center to improve processes in the shop. Artisans in the Systems Integration and Support Directorate previously used blasters that shot aluminum zirconium at the asset being worked on, however those that work in the new booth will use blasters that fire small pieces of plastic at the asset. The use of this plastic media is an alternative to hand sanding sensitive assets, which is a very time intensive process. It also allows for more versatile capabilities when it comes to the removal of certain layers of an asset. Aluminum zirconium is an abrasive form of media, so much so that it goes as far as removing the plating off an asset when working with it. Conversely, the plastic media is much less abrasive and allows depot employees to just remove the coating, for example. Although the plastic media is very diverse in its capabilities, it doesn’t totally eliminate the need for aluminum zirconium as the latter substance is more effective when working with corroded assets and will still be heavily relied upon at the depot. Supervisory Production Management Specialist Thomas Petroski said that this new capability is great not only for depot employees, but also for our customers and the warfighter. “The use of plastic blasting media grants us with many advantages that were previously unavailable to us,” said Petroski. “It replaces a lot of sanding that is done by hand, it reduces the repair cycle time which saves our customers time and money and it also allows us to process some work faster than before so we can get these assets out on the battlefield quicker.” Like the C4ISR Refinishing Center itself, the new blast booth is also Leadership in Energy & Environmental Design (LEED) certified, which allows TYAD to play a significant part in being good stewards of the environment. The 25 by 40 foot blast bay has a reclamation system all across its floor. As the plastic media falls through the grates on the floor, the reclamation system separates it from the other coating residue that comes off an asset and cycles it back through to be blasted once again. The plastic media can be cycled about 10 times before it becomes so fine that is no longer useable. This new blast booth provides Tobyhanna with expanded capabilities and is directly aligned with Tobyhanna’s long-range strategic plan, TOBY2028-2035, which has four focus areas: Investing in Our People, C5ISR Readiness, Shape the Future and Strategic Communications. TOBY2028 aims to posture the depot for success in the coming years as the Department of Defense’s premier worldwide C5ISR readiness provider.
Tobyhanna Performance Awards Highlight Character Traits of Extraordinary People A successful organization needs both creative and agile leaders, common traits among award winners setting the standard for others to follow. Panels of judges chose five individuals to receive Tobyhanna Army Depot Employee of the Quarter awards. One award winner was subsequently named the Army Materiel Command, U.S. Army Communications-Electronics Command, and C5ISR (Command, Control, Communications, Computers, Cyber, Intelligence, Surveillance and Reconnaissance) employee of the quarter. Robert Hagenbaugh earned the command- and depot-level awards for actions taken while working as an electronics technician in the Production Engineering Directorate’s Site Installation and SATCOM Engineering Branch. Co-workers use words like loyalty, duty, respect and integrity to describe Hagenbaugh. In addition, they maintain he guards his teammates jealously, recognizes them regularly and never seeks recognition for himself, according to the nomination package. “It is truly a great honor and privilege to receive these performance awards,” Hagenbaugh said. “I don’t consider these awards as an individual award, but more of a group award knowing that our team is succeeding and moving in the right direction.” Hagenbaugh spends a great deal of time traveling the world with his team, providing life cycle engineering and sustainment support for technical control facilities, mission command facilities, strategic command centers and home station mission command centers. His depot career began 20 years ago. “Tobyhanna is involved in this mission because of Bob’s superior high level communication with site and program office personnel, in addition to a word of mouth reputation spreading throughout the Army of the depot’s ability to support these missions,” said former branch chief Shawn Smith. “Bob’s work ethic and tireless dedication to duty, team and mission set the standard and is contagious within the branch.” Jeremy Kuzmiak and Hagenbaugh were selected Tobyhanna Army Depot’s Employees of the Quarter, for the fourth quarter of fiscal year 2021, junior and senior categories, respectively. Kuzmiak is a firefighter recognized for work accomplished while assigned to the Installation Services Directorate’s Fire and Emergency Services Branch. The depot fire department recently completed a process known as Community Risk Assessment and Standards of Cover (CRASOC). The result is a comprehensive report that provides an assessment of risk as well as sets baseline and benchmark performance goals for the organization. “Kuzmiak surpassed expectations analyzing and updating more than 100 pages of information well ahead of the deadline,” said Daryl Gebhardt, fire chief. “He volunteered to take on this massive project while still performing his regular duties.” Kuzmiak was able to compose the report using skills he learned during a fire department analytics class. That, combined with years of additional training and hands-on experience helped the firefighter break down emergency response operations to show areas where the fire department excels or needs improvement. Officials noted the 14-year Tobyhanna veteran also shares knowledge gleaned from authoring the CRASOC with his co-workers, according to Gebhardt. “This award means a great deal to me and I want to thank all the people who helped me along the way,” Kuzmiak said. “I couldn’t have done it without them.” Robert Knecht, Joseph Twardowski and Steven Warner were selected Tobyhanna Army Depot’s Employees of the Quarter for the first quarter of fiscal year 2022, supervisor, senior and junior categories, respectively. Knecht’s performance as the Systems Integration and Support Directorate’s Welding Branch chief set him apart from his peers. He leads a group of skilled artisans who perform duties here and at multiple temporary duty locations around the world. His responsibilities include managing a robust welding mission by maintaining effective processes and procedures in the shop, tracking training requirements for employees, and providing necessary equipment and supplies to meet customer requirements. “Robert keeps track of all welding certifications held by shop personnel making sure they are current for AS audit readiness and that Tobyhanna is up to industry standards,” said Hiram Gillyard, Integration Support Division chief. “He also encourages team members to find ways to cut costs by streamlining processes.” Motivated by unwavering determination and dedication, Knecht keeps a positive mindset no matter what is going on around him, according to Gillyard. “This award means the world to me having been recognized for the efforts of dedication and commitment to the organization and the warfighter,” Knecht said. “Teamwork is the key to my success. Working together as a team enables us to learn from one another while working toward a common goal.” A number of employees applauded Twardowski for accomplishments while serving as the C4ISR (Command, Control, Communications, Computers, Intelligence, Surveillance and Reconnaissance) Directorate’s Secure Communications Branch chief. The individuals who nominated the work leader describe him as someone who goes above and beyond to support the mission. Twardowski is the first person to step up when something needs doing, they wrote on the submission form. Coworkers also noted that the team looks up to the branch chief, saying he sets the example. Twardowski is responsible for making sure the cost center has everything it needs to meet the monthly production schedules. For instance, he verifies assets are inducted in a timely manner, determines and order parts for individual jobs, schedules employee training, and ensures deadlines are met on time and within budget. “The team I work with is always doing what they need to do to meet customer expectations,” Twardowski said. “I couldn’t ask for a better group of people to work with. My success is measured by the successes of those around me.” Warner distinguished himself while working as a firefighter in the Risk Management Division. It was his idea to develop a program to mentor new employees as they adjust and learn new processes and policies in Tobyhanna’s Fire and Emergency Services Branch. “Steven is an informal leader and mentor among his peers due to his vast knowledge of Tobyhanna and his experience as a firefighter and paramedic,” Gebhardt said. “This program provides peer-to-peer support and mentoring as the employee gains the knowledge, skills and abilities to effectively execute their duties in the most productive manner.” Warner’s journey of self-improvement consists of activities that develop a person’s capabilities and potential — personally and professionally. According to his coworkers, the fire captain continuously demonstrates a high degree of knowledge, professionalism and personal courage. “Steven places the needs of his peers before those of himself and strives to make the department the best through his continued selfless service and contributions to the team,” Gebhardt said. The new mentoring program ensures that all new employees will get all the pertinent information to be successful at Tobyhanna. “Throughout my career, I’ve learned that having a strong team helps everyone,” Warner said. “I wanted to make sure that all team members were being trained the same and all areas were being covered so I developed a new employee guide, then assigned senior firefighters to each new hire guide them through the process.” Recognizing employees for a job well done links to a TOBY2028 objective — Invest in our People. The objective centers on developing an agile and innovative workforce dedicated to providing the best value to the warfighter. The quarterly awards program identifies and rewards junior-, senior- and supervisor-level employees who, in the performance of their assigned duties, have established a pattern of excellence. Nominations can be submitted by co-workers, who work with the nominee, directly or indirectly, with a minimum of at least four nominators or by an employee’s supervisor. Winners receive a special parking space for the quarter, On-The-Spot Award and plaque. Winning packages are forwarded to the U.S. Army Communications-Electronics Command (CECOM) to compete in their respective categories. Tobyhanna Army Depot is a recognized leader in providing world-class logistics support for command, control, communications, computers, cyber, intelligence, surveillance and reconnaissance (C5ISR) systems across the Department of Defense. Tobyhanna’s Corporate Philosophy, dedicated work force and electronics expertise ensure the depot is the Joint C5ISR provider of choice for all branches of the Armed Forces and industry partners. Tobyhanna’s unparalleled capabilities include full-spectrum logistics support for sustainment, overhaul and repair, fabrication and manufacturing, engineering design and development, systems integration, post production software support, technology insertion, modification, foreign military sales and global field support to our joint warfighters.
Live Chat Technology Helps Resolve IT Issues at Tobyhanna Live chat technology is a fast, efficient and convenient way for computer users to get in touch with Tobyhanna Army Depot’s information technology (IT) customer service team. Personnel experiencing problems with government-issued computers or peripheral equipment can click on the orange “support button” icon located on their desktop to live chat with IT experts trained to resolve any situation. Customers can reach out in the exact moment they have questions or problems they cannot solve. Beyond improving the customer experience, the ability to increase team productivity – combined with data collection – can lead Team Tobyhanna to greater success with live chat as part of its customer support plan. “The new chat feature and corresponding support tool is a force multiplier for the customer service branch,” said IT Specialist Sean Malone, Resource Management Directorate, Information Management Division. “We are able to help more people, more efficiently, and with just a few clicks, it’s even easier for the customer to request and receive assistance.” The live chat provides an easy to use customer interface, while maintaining a robust set of administrative tools, features and options, which allows the help desk agent to quickly view, troubleshoot and resolve issues, according to IT Specialist Dave Kutch. “This enhanced tool results in most issues being resolved quickly and within first contact,” Kutch said. Army standards dictate the amount of time technicians have to respond to and close a request; it varies with each task. Implementing innovative ideas such as the live chat, walk in service desk, and knowledge base library help the organization meet those requirements. “Everyone on my staff has access to the live chat capability whether they are working on or off the installation,” said Matthew Raup, Customer Service Branch chief. “The data we are able to collect with this new technology can help us track information such as how long people are waiting in the queue, the number of completed chat sessions and types of concerns.” The system also provides a transcript of each session that can be used for accountability and training, he added. Personnel can use other methods to get help with their IT issues, but the new live chat feature will be a game changer for getting the support they need, according to Malone. Personnel can submit work requests using the IT Service Desk link on the depot’s intranet site. For the do-it-yourselfers out there, the IT Knowledge Base link [also on the intranet] provides information on a number of topics. Technicians working at the service desk are available to address simple customer issues on the spot, loan IT equipment and assist users in entering help tickets for situations that require complex solutions. Lastly, people can still request assistance by dialing 5-6677; however, using the legacy phone system offers fewer options to help the customer. According to Raup the best anyone can do is leave a voice mail message, which due to the volume of calls and work tickets, could go unnoticed. The technician response time using the live chat feature averages less than two minutes. Users can continue working while waiting for a technician to come on the line, plus watch as they progress through the queue. Customer service representatives can also see the people waiting in line. “As a tech, I feel like I can be very productive using the chat feature,” said Jessica Holliman-Wilson, IT specialist. “I’m able to grab multiple chats at a time and work them all at my own pace. I’m able to provide the same level of customer service as if they are talking to me face to face.” Printer problems prompted a program analyst in the C4ISR Directorate to test the support button icon one day. “I am so thrilled with the new app,” said Christine Shuleski. “The IT technician responded quickly and once I explained what was going on, he was able to resolve the issue in a matter of minutes.” Shuleski said the live chat was such a positive experience, she asked about two other issues. All three problems were settled within about 20 minutes. The number of users and systems connected to the network far outnumber the IT experts who strive to meet or exceed customer expectations every day. The customer service branch continues to improve products, services or processes with conscious, deliberate intent to continuously invest and focus on getting better. “We’re heading in the right direction with the steps we’re making to improve customer service,” Raup said. “My goal is to fix the computer issues through whatever means possible by providing the tools and information needed to streamline the customer experience.”
