1. Michael Rowan
Technical Support Analyst
InformationServices
Texas Children's Hospital
msrowan@texaschildrens.org
Office 832-824-7241
Cell 832-371-8000
From: Hence, Ingrid B.
Sent: Thursday, March 29, 2012 7:52 PM
To: Rowan, Michael S.
Subject: FW: Kudos to Mike Rowan (Desktop Analyst)
Mike,
Thanksagain forallowingme toask youyour name 500 times,andfor the pleasantexperience of a
dauntingtask!
Bestwishestoyou.
Ingrid
From: Hence, Ingrid B.
Sent: Thursday, March 29, 2012 6:23 PM
To: Clark, Susan J.; Harris, Robert S. (Scott)
Subject: Kudos to Mike Rowan (Desktop Analyst)
Dear Susanand Robert,
I wouldlike topassalongthe highestcomplimentinregardtoyour contractor,Mike Rowan. You should
be proud to have himonyour team.
Mike arrivedat my desktodayto upgrade mycomputerduringa momentof peakissues,asI wastrying
to resolve several business-relatedfires. Myfirstinclinationwastosendhimaway, but hiscalmresolve
as he gave me some optionsthatworkedforbothhe andI, allowedhimtogetthe jobdone he was
chargedwithcompleting.
Mike exhibitedintegrityandethical behaviorwhenhe wasveryhonestashe describedthatthe process
couldtake up to 2 hoursto complete;however,he assuredme thathe wouldworkasquickly,
efficiently,andcorrectlyaspossible,tominimizemydowntime. Icouldtell Mike hada passionforhis
missionbecause of the wayhe assessedthe oldmachine first,makingscreenshotsof ProgramFilesand
Path namestoensure thathe setupthe new machine correctly. Inlessthan2 hours,Mike had
completedremovingthe oldpc,installingandtestingall of the applicationsonthe new pc,and allowed
me to “drive”while he watchedtosee if anythingwasnotworking. Finally,Mike showedaccountability
and customerfocuswhenhe offeredhiscontactinformationif anythingwentwrongafterhe left;he

2. alsotoldme thatthe NabiscoBuildingAnalyst,oranyone onthe HelpDeskwasavailable tome for
issues.
In myfast-pacedbusinessday,Icouldn’tsee amomentforanydowntime,buttohave Mike come in and
quickly, andexpertlyupgrade mycomputer,withsuchapleasant,respectful demeanor,Iwelcomedthe
opportunitytoPAUSEand allowthis ShiningStar to complete histask.
Please passalongmyKudosfora jobwell done!
Regards,
Ingrid Hence
Administrative Assistant to Carletta Nichols
Texas Children's Health Plan
2450 Holcombe Blvd. Ste 34L
Houston, Texas 77021
Office: 832-828-1091
Fax: 832-825-8751
ibhence@texaschildrens.org
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3. from your computer system. Thank you.
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