Kudos, Shout Outs, Excellent Customer Service, and Performance Reviews
During my time at the Muskingum County Library System, I received numerous personal kudos, public "Shout Outs" from fellow staff members, several recognitions for outstanding customer service support, and detailed performance reviews. Each entry is organized with the most recent ones at the top.
Kudos
These are kudos messages and recognitions I've received.
Shoutouts
These are shoutouts messages and recognitions I've received.
Excellent Customer Service
These are excellent customer service messages and recognitions I've received.
Performance Reviews
These are performance reviews messages and recognitions I've received.
2023 Performance Review
Collaboration:
Dylan consistently demonstrates a collaborative spirit, working cooperatively with others to achieve common goals. He commits time and resources to team-based projects such as assisting with the technology fairs last December, helping patrons with their tech help needs, and he treats the concerns of other departments as important. We have had some attendance challenges in ET recently and Dylan is always quick to jump in and help when needed.
2023 Performance Review
Dependability:
Dylan exhibits a high level of dependability, completing assigned tasks on time and with minimal supervision. He is punctual, and his dedication to keeping up with recurring tickets and preparing for monthly meetings showcases his dependability.
2023 Performance Review
Initiative & Productivity:
During Dylan’s last evaluation, I had him at a rating of “Some Improvement Needed”. However, during this evaluation period, I believe that Dylan has made significant improvements. Dylan has developed a system of organization and efficiency for himself and comes well-prepared to discuss his ongoing tasks at our monthly meetings. Dylan put in a lot of work to organize some of our regular tasks like the Ninite software updates and monthly KnowBe4 tasks. Dylan also developed a thorough checklist for setting up the different computer configurations that we have at MCLS. Most significantly, Dylan took the initiative to ask about taking on an additional small project (organizing our IT documentation) when his workload was slower. Seeing this kind of need and taking the initiative is exactly what managers hope that all staff will do. This is very commendable.
2023 Performance Review
Judgment & Problem-Solving:
Dylan demonstrates good judgment and problem-solving skills. He does a good job at troubleshooting and addressing our many varied technical challenges. Dylan demonstrated his resourcefulness when working through some complex issues, such as Stacey’s ClickShare hardware problem. Dylan also worked through an odd issue with false-positives in KnowBe4 software.
2023 Performance Review
Communication:
Dylan has made some improvements in communication during this last evaluation period. The most recent example was in the email he put together outlining the potentially higher risk of phishing attacks some staff are under because they are tied to our website’s contact forms. The email was very clearly written and easily understandable by staff with less technical expertise. Dylan and I have talked about making sure that he keeps his IT tickets updated both for clear communication with our end users but also because that helps with internal communication between Greg and I in the event that one of us needs to jump in to assist. I believe that Dylan has made great improvements. I have seen more regular updates within tickets. Even if the update is just to inform end-users when there may be delays in ticket resolution is excellent communication. Dylan comes well-prepared to our monthly one-on-one meetings bringing me updates on everything that he is and has been working on.
2023 Performance Review
Customer Service:
Dylan consistently demonstrates a commitment to meeting customer needs and upholding the values of the library. Dylan jumps in to help patrons when ET is unable. Dylan’s excellent customer service made a very positive impact on one patron who took extra time to submit positive feedback because of the assistance that Dylan provided them. This is an excellent example of the personalized guidance our patrons need when they come with their technology queries and Dylan went above and beyond to meet this patron’s needs. This reflects well on Dylan’s dedication to ensuring customer satisfaction.
2023 Performance Review
Library Advocacy & Ethics:
Dylan actively promotes the mission and values of the library, staying informed about community trends and adhering to ethical standards. His involvement in our Technology Fairs and his support of the library's role in providing free and equal access exemplify his commitment to the library's mission.
2023 Performance Review
Job Knowledge & Skills:
Dylan exhibits a strong understanding of job-specific knowledge and continuously seeks opportunities for improvement. His technical proficiency, demonstrated through tasks such as troubleshooting hardware issues and creating detailed network diagrams, reflects a commitment to staying updated on relevant skills and technologies. Moreover, his proactive efforts to learn and tackle new challenges, such as setting up a new process for software updates through Ninite, showcase his dedication to enhancing his skills and contributing to the team's success. Dylan’s presentation on AI is a great example of Dylan explaining complex technical concepts in ways that people can understand. Dylan also demonstrated patient, polite, and thoughtful guidance when assisting a patron needing help accessing one of our databases.
2023 Performance Review
Performance Summary and Planning:
Dylan has a collaborative spirit helping his fellow teammates in IT and ET. He regularly jumps in to help ET with patron tech times and programs like the Technology Fairs. Dylan completes his assignments with minimal supervision. He is knowledgeable and seeks opportunities for improvement. Customer service is one area where Dylan really shines. He provides excellent customer service to our patrons, coworkers, and fellow teammates within IT and ET. Finally, Dylan has made excellent improvements in communication. The area where Dylan can make the most improvement is to make sure tickets or projects do not linger too long. Generally, break/fix issues should have higher priority because these can impact library services or the service that staff are able to provide. Balancing many tickets, tasks, and projects simultaneously is not always easy. It is important to not neglect preventative maintenance items though. With that said, Dylan has made great improvements in this regard this year, and I believe that he will continue to do so going forward. If you are ever unsure what priority to assign to an issue or project, please ask questions. Ask me (Joe) or the end user what sort of impact the issue has and if more urgent attention is needed. I understand that some things will linger, just make sure to maintain good communication with those affected. Referring to the goals set in the previous performance period, describe the employee’s progress in achieving the goals: 1. Create and present 2 different technology training programs. The target audience can be exclusively for staff or for patrons depending on the information that is being presented. - Dylan created the Artificial Intelligence program that was very well received. This was offered to staff as a CEU opportunity and he presented the program on 2 separate occasions. He also ran several training programs on Phishing to staff that were very well received. 2. Create (or help create) training materials targeted towards staff and/or patrons in the use of our hardware and software. Training materials can be in the form of short videos or written documentation. - Dylan created several pieces of training documentation. Instructions for Printing Guest passes in the branches and also using the Print Release software in the branches are a couple of examples. 3. Develop a formal procedure for testing software updates for freeware software that we use at MCLS (like web browsers, 7-Zip, Zoom, Paint.net, etc.) and then include within that procedure the process for using the Ninite software to push those updates on a scheduled/regular basis. - Dylan has developed a process with recurring tickets to track the deployment of software updates to a small group of computers before then installing those updates on the rest of our computers. Overall
Excellent Customer Service
Stephanie Freas Assistant Director Customer Service Gold Standard
August 8, 2023
Dear Dylan, I would like to personally thank you for your above and beyond customer service to our patrons! Recently, I received an email from a gentleman about the help he received from you on August 1 for accessing databases. I was extremely impressed with what he shared: "[Dylan] took me through all the steps necessary, including setting up a new gmail address and printing a label with it and a password to paste on my new library card. I'd say this was above and beyond the call of duty." Wow! I think this is a stunning example of amazing customer service, advocacy for our library and our services, and general kindness to our patrons. Thank you so much. The MCLS mission is to "open doors for curious minds, foster a love of reading, encourage exploration and discovery, enable learning, and inspire creativity by connecting people with information, ideas, and each other." You exemplify the gold standard of customer service and our mission every day, as we see in the comments above. Thank you for your hard work, compassion, and customer service. Sincerely, Stephanie Freas Assistant Director Muskingum County Library System Cc: Personnel File Cc: Joe Dusenbery, IT Director
Shoutout
Dylan
September 15, 2022
Dylan did an AWESOME job teaching the Cyber Security class! Very interesting and informative. - Trudy
Shoutout
Dylan
August 24, 2022
I really appreciate Dylan making a mad dash to Roseville to get the TV up and running for our Program! - Juanita
Excellent Customer Service
Suzanne Helms Display of Excellent Customer Service
July 5, 2022
Dear Dylan, Thank you for your consistent displays of excellent customer service for your community! Your work with a patron creating labels was heartwarming. I know that it took a lot of work to create those individual labels and I also know how much she appreciated it. I too appreciate your willingness to assist our patrons when no one else is available. Thank you for continuously stepping up to make MCLS a place to turn to for our patrons in need of technical assistance. The MCLS mission is to "open doors for curious minds, foster a love of reading, encourage exploration and discovery, enable learning, and inspire creativity by connecting people with information, ideas, and each other." You exemplify this in your customer service. Thank you! Sincerely, Suzanne Helms Adult Services Manager cc: Personnel file cc: JOE DUSENBERY
Shoutout
Stephanie, Joe, Dylan, Sean Alyssa and Maycie
February 28, 2022
I want to send a HUGE shout out to Stephanie, Joe, Dylan, Sean, Alyssa, and Maycie for all of their help with the Battle of the Books. Without them the night wouldn't have gone as amazing as it did. Everyone had a big part in making the night a huge success and I want to thank each and every one of you for all of your help. - Katie
Excellent Customer Service
Stacey Russell Executive Director Providing Excellent Customer Service
December 28, 2021
Dear Dylan, Thank you for providing excellent customer service! Specifically, customer Gail Smith stopped in the library to let me know how helpful you and Jazmyn have been. She appreciated your attention to detail and time you took to help her. Ms. Smith donated $100 to the library in recognition and honor of the excellent customer service you both provided to her! I appreciate the effort you make to keep customers coming back to the Muskingum County Library System. Your commitment to customer service is appreciated by library administration and the customers you serve on a daily basis. Sincerely, Stacey L. Russell Executive Director Cc: Personnel file
Shoutout
Jen, Katie, Alyssa, Rachel, Jaxmyn, Dylan, Greg, Heather, Joshua, Sarah, Stephanie, & Sean
November 3, 2021
Shout out to Jen Heston, Katie Merritt, Alyssa Fisher, Rachel Archeron, Jazmyn Tabler, Dylan Banta, Greg Blair, Heather Phillips, Joshua McPeek, Sarah Brinkman, Stephanie Freas, and Sean Fennell. Thank you to all that helped out with Heather and my programs this month, Friday Night Frights and Muskingum Monster Mayhem! Each of you had a hand in making this event successful, so thank you for your time and enthusiasm! We had 70 people at our event Friday, with 27 total for our movie events. - Kerrie
Shoutout
Greg and Dylan
July 13, 2021
Shout out to both Greg and Dylan on Tuesday, July 13th for swapping out/setting up additional technology to meet the needs of staff and customers! They jumped right in with a few minutes notice and took care of the unforeseen issues! THANK YOU!! - Stacey
Shoutout
Dylan
June 11, 2021
5/25 - Dylan - Thank you to Dylan for jumping in and getting laptops set up early in the day for the All Staff on May 25th when I completely forgot about it! I appreciate you! - Stacey
Shoutout
Dylan
June 10, 2021
A huge Shout-Out, Yell it from the Mountain-top, to Dylan Banta for getting 27 tablets programmed with awesome apps for the Zanesville Civic League. I really appreciate your graciousness towards my mistake. The stress I caused was dealt with determination and my apology was instantly accepted. This meant a lot to me! – Beth
Shoutout
Dylan and Greg
April 7, 2021
Big thank you to Dylan and Greg for installing the new consortium label printer, and for then thinking to install it on my computer as well. Great foresight and initiative! Thanks, guys!- Suzanne
Shoutout
Greg & Dylan
March 4, 2021
Huge shout out to Greg and Dylan! They stepped up and helped quite a few patrons with their Emerging Tech requests for help while Jazmyn was out for several days. The y managed the additional workload well and provided exceptional customer service to our community! Thanks Greg and Dylan!
Shoutout
Dylan and Joe
March 1, 2021
A Shout out for Dylan Banta, and Joe Dusenbery for excellent internal customer service. Your assistance was greatly appreciated this week. - Susan
Shoutout
Dylan
February 26, 2021
Dylan, I appreciate your skill and helpfulness in quickly resolving the issues with the camera aspect ratio. -Sean
Excellent Customer Service
Beth Brown Display of Excellent Customer Service
February 25, 2021
Dear Dylan, Thank you for your display of excellent customer service for your community! Your work on the Senior Tablet Initiative has been impressive! As one of your first projects at MCLS, you met it with enthusiasm and a determined attitude. The opportunity for a grant to connect seniors with technology began in November 2020. Our Team had two months to lay the groundwork and implement the sen/ice. All of the initial work of setting up each iPad fell upon you and it was not always easy. You inquired and persisted until resolutions were obtained. You also displayed great internal customer service working with the Team. Communication was timely and suggestions were presented and received in a nonjudgmental manner. I learned much from you and really appreciated your valuable input. It is rewarding to know this initiative will connect seniors to information, ideas and each other. It will also break down barriers and provide opportunities to enhance lives. You should be very proud of the work you have accomplished. What a valuable asset you are to the Muskingum Co. Library System. Respectfully, Beth Brown, Outreach Services Manager Cc: Stacey Russell, Director Stephanie Freas, Assistant Director Joe Dusenbery, IT Director Personnel File
Shoutout
Dylan
February 10, 2021
Shout out to Dylan and the rest of IT. It can be a bit scary when expensive equipment isn't doing what you expect it to. You guys are always willing to take the time to listen to problems and give suggestions or come and fix things if need be. Restarting it doesn't "always" work and I appreciate the hard work and dedication you guys have. Thank you! - Jaz
Shoutout
Greg and Dylan
January 15, 2021
Greg has been full of solutions for the problems we've had this week and saved me a lot of stress the past few days. He and Dylan also hefted around a large printer for the YS department twice this week without complaint! Thanks guys! - Kerrie
Shoutout
Dylan & Jazmyn
December 18, 2020
I would like to give a shout out to Dylan and Jazmyn for helping relocate the video recording studio. It looks great and I could not have done it without their hard work. --Sean