My name is Kevin Rock, and I am a Help Desk Technician. It’s a bit different from my last job in law enforcement! I had decided I was ready for a career change but knew I wanted it to be in something where I could still help people. Technology has always interested me, so I took the courses to earn my IT Security Certification. It was a leap of faith that paid off and brought me into the Hilldrup family.
I’ve been with the company now for over a year and a half, and every day looks a little bit different — especially now that so many of our team members work remotely as a result of COVID’s impact on the workplace. If our people can’t connect to the network or are having computer issues, that’s a problem. Even our phones are web-based these days. Connectivity is critical so our teams can be communicating with customers, organizing moves and monitoring the logistics of each and every job.
“Connectivity is critical so our teams can be communicating with customers, organizing moves and monitoring the logistics of each and every job.”
As you might expect, sometimes when I get calls, the person on the other end of the line is frustrated and stressed. I think my background in law enforcement and the communications training I received really comes through in these moments. I lead with calm, kindness, and make sure they know I’m here to help them — because I know their priority is to help our customers. We are all working toward the same goal, and together, we keep our customers moving.