Mark Ganchrow Annual Review 2013

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Performance Evaluation/Planning Program
Employee Name
Mark Ganchrow
Job Title
Senior Technical Specialist
Department Name
TSG - Service Support
Manager’s Name Performance Period
Employee ID
nnnnn
Cost Center
nnnnn
xxxxxxxxxxxx 01/01/2013 - 12/31/2013
Factor Performance Ratings
Consider these guidelines when evaluating each competency factor.
Outstanding – Management expectations consistently exceeded.
Successful – Performance consistently meets requirements and expectations.
Needs Improvement – Performance needs improvement.
Unacceptable – Performance is inadequate.
Manager Signature Date
Senior Manager Signature Date
Employee Signature Date
(Your signature indicates that this document has been discussed with you. It does not necessarily imply agreement.)

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COMPENTENCY FACTORS
Comments are required for all competency factors that are rated “Critical” or “Important.”
ACTION ORIENTED – Demonstrates a high degree of initiative; is a self-starter. Takes on challenging tasks with
confidence; sets an example for driving to bottom-line results.
Critical Important Not Applicable
Comments:
Mark is enthusiastic about his job and takes pride in addressing his work and
helping his customers. He has shown he can control an increased workload
without it impacting his ability to service customers. He tackles challenges,
such as items associated with the device refresh, while demonstrating the
capability to keep up with his daily work. He strives to meet expectations in
all cases.
As one of his customers, Brian Wagner, stated…"First and foremost, I find
Mark to be extremely attentive to what is going on in the office and very
diligent on his follow up. Mark’s follow up is second to none here. For an
individual who is constantly asked for support he never hides or avoids any
issues. I thoroughly enjoy working with Mark and find him to be a strong
asset of the firm. Earlier this year when I received my new PC Mark was
adamant that I contact him with both issues and positives to make sure the
transition was seamless. I find Mark to be very approachable and willing to
go above and beyond. It is obvious that he takes pride in his work and stays
current on upgrades and making sure the proper employees are kept abreast
of IT needs."
Mark works extremely well independently but is also skilled at taking action
in team-oriented endeavors. He takes initiatives on projects and acts
collaboratively to accomplish shared results. Projects such as Windows 7
Application Testing and the Investment Management Device Refresh
required coordination of activities with other BISD members and he was
consistent in his approach in working with all parties.
Mark keeps his customers' priorities in mind, often superseding those of his
own, and is willing to pitch in and lend a hand when and where needed.
This approach is exemplified in his volunteering to assist with scripting and
learn more about other aspects of our Service Support team.
Rating:
Outstanding
COMMUNICATION – Creates and contributes to an atmosphere in which relevant information flows smoothly up,
down, and inside the organization, and with external customers where applicable; encourages the open expression
of ideas and opinions.
Comments:
Mark possesses strong communications skills. He listens well and pays
attention to what others are saying while asking pertinent questions aimed
at addressing the issue at hand. He is apt at keeping peers, his supervisor
and management updated with both positive and negative information. He
provides objective feedback. Errors, mistakes, and unintended outcomes are
Rating:
Successful

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reported without glossing over what went wrong.
In addition, Mark regularly attends and participates in the weekly team
meeting. He gives status updates, asks/answers questions and contributes
technical knowledge to other team members as needed. This is done both
during these meetings and throughout the typical work week. He keeps his
supervisor up to date by regularly providing daily emails, weekly status
updates and attending his monthly one on one.
COMPLIANCE – Knows one’s own compliance responsibilities and conducts self in accord with those duties.
Comments:
Mark is successful in knowing his compliance responsibilities and conducts
himself in accordance with those duties. When applicable, he performs
procedural steps in the proper order, accurately, and in a timely manner. He
follows all appropriate, approved company and departmental policies and
procedures and he remains current on changes to these practices as they
relate to his job function within TSG-Service Support.
Rating:
Successful
CUSTOMER FOCUS – Succeeds in meeting external and internal customers’ needs in a manner that provides
satisfaction to the customers. Customers include external clients, peers co-workers, and management (inside and
outside one’s own department).
Comments:
Customer focus is a critical factor in a successful IT Service Support team
and Mark consistently exhibits an excellent customer-oriented approach to
his role. He understands the importance of his customers within Federated
Clover, BISD and Federated as a whole. As an example, Lawrence Creatura
shared the following…"This year has been similar to past years working with
Mark – excellent. He is capable, responsible, conscientious and fast. This
last point is critical as time is our most valuable and scarcest asset here, and
Mark solves problems quickly so we can get back to work. This year Mark
also helped me deploy the firm’s remote mobile solutions, navigating me
through installation, setup and use. This has been an incredible productivity
enhancer and it is completely to Mark’s credit that I now have the ability to
be more effective while on the road."
As illustrated above, Mark is apt at addressing customers' needs and
meeting their expectations. He provides service quickly and efficiently
keeping in mind the quality of his effort at all times. He demonstrates the
ability to take necessary actions to meet these expectations and sees the
assignment through until the need is met. He identifies and discusses
options while responding with an appropriate level of urgency.
Mark maintains very good working relationships with his customers. He does
an admirable job in keeping the end-user in mind, often times making
suggestions and taking great care to not disrupt the customer's job.
Rating:
Outstanding

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Because of this focus, Mark has received many instances of positive
customer feedback and genuine appreciation for his efforts:
From: Barber, Karen K.
Sent: Wednesday, October 23, 2013 12:07 PM
To: Ganchrow, Mark
Subject: Thank You
Hi,
Thank you so much for your help just now!!!!! I would’ve been here forever
trying to figure it out.
You’re the best!!!
K
Karen K. Barber | Administrative Assistant
Federated Clover Investment Advisors
400 Meridian Centre Ste 200 | Rochester, NY 14618-3983
kbarber@federatedclover.com | 585-385-6090 (P) | 585-385-9068 (F)
DECISION QUALITY/TIMELY DECISION MAKING – Demonstrates the ability to evaluate all available courses
of action and make appropriate decision, take action, or make commitments.
Comments:
Mark is timely in his decision making capabilities. He considers different
actions, resources, possibilities, controls and limits before selecting a method
for accomplishing work. He does a good job of balancing needs and desires
with constraints.
Mark avoids assumptions and makes thoughtful decisions. This ability was
clearly demonstrated in this year's Windows 7 device refresh in which Mark
was often counted on to make decisions on behalf of what was best for his
customers and at the same time doing so in a manner that kept the project
on track. He also kept risk to both his users and the project team in mind.
This juggling act, although quite taxing at times and complex throughout,
was handled by Mark with confidence and effectiveness.
Rating:
Successful
FUNCTIONAL/TECHNICAL SKILLS – Demonstrates the functional and technical knowledge and necessary skills
to do the job at an expected high level of effectiveness.
Comments:
Mark maintains a consistently high standard of production quality by relying
on his technical capabilities and leveraging his procedural knowledge. He
works to actively build and hone his skills as demonstrated by his
participation in the device refresh, Indata upgrade and other work items. He
then makes himself available to others to help solve problems, often
leveraging the knowledge gained through his work.
Rating:
Successful

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Mark performs his job adhering to proper procedures and executing those in
proper order both accurately and timely. He shows an understanding of risk
and takes appropriate steps to manage it. He applies functional/technical
knowledge to correctly address complex situations, taking into consideration
the full range of available options.
INTERPERSONAL SKILLS – Ability to interact with all levels of colleagues and associates. Excels in focused
listening and tactful persuasion to achieve desired results.
Comments:
Mark builds constructive and effective relationships with his customers,
colleagues and management. He is cooperative and relates comfortably with
his team. He is a team player and has their trust. When asked to assist, he
doesn't hesitate to get involved and helps out however he can. He reads
situations well, anticipates needs and takes appropriate action. He provides
constructive input, suggestions and feedback on topics of concern to the
team and the folks he works with in Rochester. He has shown a willingness
and ability to interact with colleagues at all levels, ranging from Service Desk
analysts to high-profile investment managers. He shows diplomacy and tact;
keeping the best interests of Federated always at the forefront. He is
encouraged to continue this approach with all of his teammates in Service
Support and should continue to build relationships within the team, BISD
and his customers.
Rating:
Successful
ORGANIZATIONAL SKILLS – Able to achieve objectives through effective coordination of resources (people,
information, equipment, funding, etc.) for meeting job responsibilities.
Comments:
Mark is exceptionally well organized and skilled at multitasking; abilities he
utilizes to maintain a high level of productivity. His duties run the gamut
ranging from day to day calls for help from his customers to project work,
service requests, HPSM request tasks and incidents.
Mark utilizes resources effectively and efficiently and is successful at
prioritizing his workload while addressing the critical issues first. He adjusts
his approach for certain situations arise and works through roadblocks.
Mark leans on his organizational skills to prioritize both large assignments
(such as Windows 7 device refresh) and ordinary, everyday ones. He is very
detail-oriented no matter the size of the task. As an example of his attention
of detail, Mark is the only member of the team to consistently turn in status
logs (when they were required by his supervisor) and maintained a 100%
“score” in entering his Primavera timesheet on time for the whole time
period.
Rating:
Outstanding

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PROBLEM SOLVING – Able to combine creativity and originality with rigorous logic and methods in problem
solving.
Comments:
Mark does a successful job in solving problems for a wide range of issues. He
is efficient and always keeps an eye out for the best solution, not necessarily
the easiest one. He generates options re: problems and provides direct,
objective, unbiased analysis. He's also not afraid to reach out to other
members of the team for their input and advice.
Mark participates regularly in the weekly team meeting in which problems
are discussed and troubleshooting steps or resolutions are considered. He
offers valuable suggestions for his team members.
Rating:
Successful
PREVIOUSLY ESTABLISHED GOALS & RESULTS
Complete this section for exempt employees (optional for non-exempt employees).
Definitions:
Result Expected – Use this section, as appropriate, to record mutually agreed-upon goals upon which this
performance appraisal is based. Classify each goal as “core,” “problem solving,” or “innovative.”
Core – A goal that addresses fundamental, routine, or basic activities of a position.
Problem Solving – A goal that goes beyond the basic job activities to find solutions to short-term and/or long-
term problems.
Innovative – A goal that identifies potential opportunities and takes creative or unusual actions to capitalize on
them.
Result Achieved – The degree to which the goal was achieved. (Please note any extenuating circumstances
affecting results.)
RESULT EXPECTED:
Mark will be required to respect and adhere to all divisional and Federated policies throughout the year.
He will also be required to meet all TSG-Service Support team expectations. This includes:
Time Tracking – Document your contributions by tracking time accurately. It is critical that your
timesheet is on time every week. This is a key metric for the division and when data is missing and
inaccurate you negatively impact the information provided by your team members. All members of TSG-
Service Support are expected to consistently provide accurate and timely time reporting.
Service Requests – Submit service requests for all work effort >= 1 hour for non-support work. If you
are the contact on the service request you are held accountable for ensuring it is successfully completed
on time. You are expected to perform assigned service requests on or before the committed due date
and you are expected to keep your team lead apprised of progress.
Self Portfolio Management - Develop a thorough understanding of current workload, priorities, capacity
and availability to assist BISD in performing effective resource management. All members of TSG-
Service Support are expected to meet work commitments as well as seek additional work when they have
capacity. Team Members must report all planned non-work time to their team lead for entry into
TeamPlay. In addition, all team members will be responsible to provide their team lead with timely status

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reports of progress on required tasks.
SOX - Understand how your job responsibilities are in direct support of Sarbanes-Oxley compliance on
behalf of Federated Investors, and consistently operate in conformance.
Financial Responsibility - Submit overtime time sheets within the work incurred and submit expense
reports within 30 days of incurred expenses.
CREATE - Consistently embrace and promote divisional shared cultural values and all other divisional
goals that are established.
Process Documentation – Continue to document new, and keep existing documentation current,
support/operational processes within centralized repository. Goal – service continuity at all times.
BISD Attendance: Continue to provide timely and accurate notice of all sick days, vacation days and any
other authorized time away from your primary location to the morning reporter. It is the responsibility of
each member of TSG-Service Support to ensure that all vacation days and other authorized out of office
time is planned in conjunction with other team members to ensure adequate coverage of their
operational duties when they are out of the office. All members of TSG-Service Support are required to
manage their own vacation time in order to ensure all time is taken before the end of the calendar year.
Participation in all BCP initiatives - All members of TSG – Service Support will be required to participate in
exercises and provide updates to any Business Continuity Plan that they are referenced. All BCP
exercises that you are invited to are mandatory and every effort must be made to attend exercises and or
meetings that you have committed to attend.
Cooperation/Collaboration: All members of TSG-Service Support are required to work with members of
their own team as well as members from across the division to ensure projects, service requests, trouble
tickets, quality improvement efforts and requisitions are successfully completed on time. This will include
work that is specifically assigned to the individual as well as work where you are asked to assist another
team member. All members of TSG-Service Support are expected to adopt and display a cooperative and
collaborative service attitude at all times.
Core Problem Solving Innovative
RESULT ACHIEVED:
GOAL ACHIEVED- Mark successfully meets all of the team's core goals. In fact, he often exceeds
expectations in this area. As an example, Mark is the only one of the team to successfully submit his
timesheet on time each and every week.
RESULT EXPECTED:
Mark will be expected to continue to participate in the Windows 7 project. Mark is expected to participate
in the project implementation as it pertains to the testing of applications, and supporting of the operating
system. Mark will be required to complete his tasks according to the project schedule and due date.
Microsoft Office 2010 has been folded into the Windows 7 project, however the expectation is the same
as it pertains to Mark's involvement / goal.
The due date for this goal will coincide with the approved project schedule and due date.
RESULT ACHIEVED:
GOAL ACHIEVED- Mark was a major contributor for 2013's Windows 7 device refresh and met all his

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assigned tasks to allow the project schedule to be on time and meet it's due date.
RESULT EXPECTED:
Mark will be instrumental in the Device Refresh for the Clover office. As the primary Deskside Support
for Clover, Mark will work closely with members of the TSG Service Support / Deployment group to
ensure a smooth / transparent transition to the rollout of new devices.
RESULT ACHIEVED:
GOAL ACHIEVED- Mark was instrumental in the Device refresh this year in Rochester.
RESULT EXPECTED:
Mark will be expected to participate in the SSL / VPN Production Implementation project. Mark is expected
to participate in the project implementation as it pertains to the testing of features / functionality, and
supporting the users at Clover. Mark will be required to complete his tasks according to the project
schedule and due date.
The due date for this goal will coincide with the approved project schedule and due date
RESULT ACHIEVED:
GOAL ACHIEVED- As needed Mark contributed to the SSL/VPN project.
RESULT EXPECTED:
Mark is expected to serve as the Deskside Support focal point for Clover. He is responsible for Clover
desktops and laptops which includes hardware and software. Additional responsibilities include, but no
limited to:
Morning processes and automation (InData scripts, NYFix, Telemet, etc.)
Video
Phones
Network
Citrix
Printers
SharePoint
Focal point for Service Desk
RESULT ACHIEVED:
GOAL ACHIEVED- Mark handled all of the deskside support work at Federated Clover.
ADDITIONAL COMMENTS
Include any comments on particular job strengths and/or areas for development.
Mark is very much appreciated by his customers in Rochester. The following feedback from Paula Collins
summarizes that:

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From: Collins, Paula
Sent: Wednesday, November 20, 2013 4:58 PM
To: Ruffennach, Charles J.
Good afternoon, Chuck
Please consider my observations of Mark Ganchrow as you are evaluating his performance over the past
year.
Mark is truly a Five Star employee. He received three Five Star awards over the past year. Mark was
acknowledged for being patient, reliable, and persistent as he assisted colleagues with various technical
issues. Mark treats service requests with proper urgency…prioritizing based on function. He is quick to
respond and determined to provide a satisfactory solution. While implementing the computer refresh over
the past year Mark juggled that responsibility along with his other duties in a methodical, logical manner.
The refresh was virtually seamless. All issues were addressed immediately. Mark has great work ethic,
attention to detail and is a tenacious problem solver. The Rochester office is fortunate to have his
expertise. He is a skilled professional.
Chuck, I hope you find these comments helpful. Have a great evening!
Paula
Paula Collins
400 Meridian Centre
Suite 200
Rochester, NY 14618
585-385-6090
FUTURE GOALS & OBJECTIVES
List those mutually agreed-upon goals and objectives and expected results that the employee will be responsible
for accomplishing during the next review period. Classify each as “Core,” “Problem Solving,” or “Innovative,” as
described in the last section.
RESULT EXPECTED:
Mark will be required to respect and adhere to all divisional and Federated policies throughout the year.
He will also be required to meet all TSG-Service Support team expectations. This includes:
Time Tracking – Document your contributions by tracking time accurately. It is critical that your
timesheet is on time every week. This is a key metric for the division and when data is missing and
inaccurate you negatively impact the information provided by your team members. All members of TSG-
Service Support are expected to consistently provide accurate and timely time reporting.
Service Requests – Submit service requests for all work effort >= 1 hour for non-support work. If you
are the contact on the service request you are held accountable for ensuring it is successfully completed
on time. You are expected to perform assigned service requests on or before the committed due date
and you are expected to keep your team lead apprised of progress.
Self Portfolio Management - Develop a thorough understanding of current workload, priorities, capacity
and availability to assist BISD in performing effective resource management. All members of TSG-
Service Support are expected to meet work commitments as well as seek additional work when they have
capacity. Team Members must report all planned non-work time to their team lead for entry into
TeamPlay. In addition, all team members will be responsible to provide their team lead with timely status
reports of progress on required tasks.
SOX - Understand how your job responsibilities are in direct support of Sarbanes-Oxley compliance on
behalf of Federated Investors, and consistently operate in conformance.
Financial Responsibility - Submit overtime time sheets within the work incurred and submit expense

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reports within 30 days of incurred expenses.
CREATE - Consistently embrace and promote divisional shared cultural values and all other divisional
goals that are established.
Process Documentation – Continue to document new, and keep existing documentation current,
support/operational processes within centralized repository. Goal – service continuity at all times.
BISD Attendance: Continue to provide timely and accurate notice of all sick days, vacation days and any
other authorized time away from your primary location to the morning reporter. It is the responsibility of
each member of TSG-Service Support to ensure that all vacation days and other authorized out of office
time is planned in conjunction with other team members to ensure adequate coverage of their
operational duties when they are out of the office. All members of TSG-Service Support are required to
manage their own vacation time in order to ensure all time is taken before the end of the calendar year.
Participation in all BCP initiatives - All members of TSG – Service Support will be required to participate in
exercises and provide updates to any Business Continuity Plan that they are referenced. All BCP exercises
that you are invited to are mandatory and every effort must be made to attend exercises and/or meetings
that you have committed to attend.
Cooperation/Collaboration: All members of TSG-Service Support are required to work with members of
their own team as well as members from across the division to ensure projects, service requests, trouble
tickets, quality improvement efforts and requisitions are successfully completed on time. This will include
work that is specifically assigned to the individual as well as work where you are asked to assist another
team member. All members of TSG-Service Support are expected to adopt and display a cooperative and
collaborative service attitude at all times.
These core goals are expected to be met continuously and accomplishment assessed in December 2014.
RESULT EXPECTED:
Maintain Deskside Support- Clover work item queues and keep queues up to date. Goal is to:
- Ensure all incidents are recorded and those assigned in queue are closed within 5 business days
- Ensure all request tasks assigned to queue are addressed on "Planned Date" or within time frame
following approval of request.
- Address other IT-related items such as phones, video, network, Citrix, printers, etc…
In his current capacity, Mark is expected to meet the Deskside Support tasks consistently each day and
will be assessed regularly on these items by his supervisor.
RESULT EXPECTED:
Mark is tasked to learn parts of the client/server analyst role in particular that of scripting, deployment,
patch management. He will be asked to gain a thorough understanding of Altiris and how to use the tool
as it pertains to the previous topics.
He is also asked to develop a plan for Deskside Support in Clover in the case that he can no longer
physically cover that office. In addition, a rough, estimated schedule of on-site visits should be pulled

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together in order to provide an idea as to when he may be available in Rochester and/or Pittsburgh.
Mark will be asked to develop a game plan on how to accomplish this goal by the end of February 2014.
At which time specific goals relating to scripting, deployment and patch management will be identified
and added.
RESULT EXPECTED:
In addition to utilizing Altiris for scripts, patches and deployments, Mark is asked to take a "deeper dive"
into the tool to see what areas we can leverage that are currently not being used. A written analysis of
the Altiris tool is expected to be completed by the end of April 2014.
RESULT EXPECTED:
Mark is to develop a specific plan on how to build his business analysis skills as they pertain to Service
Support and HP Service Manager. This plan is expected to be completed by the end of March 2014 and
include some ideas on how to assist in building the CMDB as well as CI maintenance and additions in
respect to Clover in particular and Federated in general. Specific goals derived from the plan will be
established in April and amended to this review at that time.
DEVELOPMENT PLAN
Include comments applicable to improving current job performance and attaining future employee career goals.
In order to improve current job performance and attain future goals, Mark should:
* Participate in applicable SkillSoft or instructor led Organizational Development classes that Federated
offers. The onus is on him to see what may be applicable.
* Identify, pursue and participate in a learning group, professional association or certification body to
connect with others in similar roles.
* Identify and work with BISD subject matter experts to learn more about BISD areas and grow both his
functional understanding and technical skill base
* Keep abreast of technological advances through self-study when time permits.
* If there are any areas outside of the Federated realm that Mark is interested in pursuing to help his
role, he is strongly encouraged to pursue them. This includes off site training classes that relate to his
current role. Coordination of this kind of training must be approved by his supervisor and/or manager.

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EMPLOYEE COMMENTS
Here you may comment on the assessment of your competencies, development plan and actions, performance
review, career interests, and personal goals.
Employee’s Signature Date

Mark Ganchrow Annual Review 2013

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