If you’ve ever called the Client Service Center, you’ve heard the voice of the newest  “Day in the Life” feature, Jon Rogozinski.  Jon is the one prompting you to select option 1 for computer problems or press 2 for software support.  He is an InformationTechnology Programmer/Analyst who came to us two years ago from FIA.  He was initially a Assistance Payments worker for FIA, having received his Bachelor’s of Science degree from Central Michigan University in Community Development/Public Administration.  However, when the offer for IT Training came up, he took the opportunity and has been in IT ever since.  “I realized it was a better career choice for me, and fortunately I really liked it,” he says.

As an ITPA in the Client Service Center, Jon is the first line of service for clients throughout the state when they have technology troubles.  He can fix many problems – like password resets, network issues or software problems – remotely, using programs like Timbuktu Pro.  As the CSC adds more remote tools, employees like Jon are able to do more and more immediate fixes for our clients.  Some issues, though, like server failures, have to be routed to second level support staffs.  Jon said on an average day, he takes about 25 calls, although his record is 55 calls in one day! The phone in his office at the Grand Tower in Lansing is programmed to display how many callers are waiting to be helped and how long they have been wanting in the phone que.  There are about 15 other line 1 employees on the CSC who handle calls from various agencies clients across the state.  Some individual calls can be quite long as Jon works with clients to help them solve their PC woes.  Others can be wrapped up much more quickly.  Calls that require hands-on service are entered into the Remedy Tracking System and assigned to the appropriate Field Services Team.  There are also queues for voice mail and e-mail that need to be addressed and resolved.

Jon says one of the biggest challenges he faces is in learning new processes as more new agencies are transitioned to the centralized CSC.  Many departments run on different platforms and have various levels of security, at times it can be difficult to immediately help a CSC caller.  He thinks it will take a while for our new department to fully centralize and function seamlessly, but it’s a worthwhile process.  In the meantime, though, Jon is appreciative of the new tools that are being added to help make his job (and ultimately DIT’s service to the client) easier and more efficient.  By far, his favorite part of the job is being able to help people on a daily basis.  State employees really depend on technology to do their jobs, and he likes being able to get them back up and running right away.

Outside of DIT, Jon has another interesting job.  If you’ve listened to Q106 (106.1 FM) in Lansing chances are you’ve probably heard him as Jon Rockin’ Rogo on Saturday afternoons.  He has a weekly show and also fills in during the week when time allows.  He owns and runs Rogo Productions-a voice-imaging and Production Company, which allows him the opportunity to do voice-overs and imaging for radio stations across the country.  Prior to starting work for the state, Jon was an on-air personality full time here in Lansing for WLNZ and WMMQ.  In addition to thoroughly enjoying the work and the music, Jon’s DJ gig nets him perks like free CDs, concert tickets as well as opportunities to meet and hangout with many rock stars.  So tune in this Saturday from 3:00pm to 7:00pm to hear “the voice of the CSC” on Q106!!