![]() “Everyone on my staff has access to the live chat capability whether they are working on or off the installation,” said Matthew Raup, Customer Service Branch chief. Implementing innovative ideas such as the live chat, walk in service desk, and knowledge base library help the organization meet those requirements. “This enhanced tool results in most issues being resolved quickly and within first contact,” Kutch said.Īrmy standards dictate the amount of time technicians have to respond to and close a request it varies with each task. The live chat provides an easy to use customer interface, while maintaining a robust set of administrative tools, features and options, which allows the help desk agent to quickly view, troubleshoot and resolve issues, according to IT Specialist Dave Kutch. “We are able to help more people, more efficiently, and with just a few clicks, it’s even easier for the customer to request and receive assistance.” “The new chat feature and corresponding support tool is a force multiplier for the customer service branch,” said IT Specialist Sean Malone, Resource Management Directorate, Information Management Division. Customers can reach out in the exact moment they have questions or problems they cannot solve.īeyond improving the customer experience, the ability to increase team productivity – combined with data collection – can lead Team Tobyhanna to greater success with live chat as part of its customer support plan. Personnel experiencing problems with government-issued computers or peripheral equipment can click on the orange “support button” icon located on their desktop to live chat with IT experts trained to resolve any situation. Live chat technology is a fast, efficient and convenient way for computer users to get in touch with Tobyhanna Army Depot’s information technology (IT) customer service team. (Photo Credit: Thomas Robbins) VIEW ORIGINAL Seals of the Middle District of Georgia.IT Specialist Jessica Barto demonstrates how Team Tobyhanna can use the live chat application to resolve computer issues quickly and efficiently. Attorney Lindsay Kelly of the Eastern District of Virginia and Assistant U.S. Roman of the Justice Department’s Computer Crime and Intellectual Property Section, Assistant U.S. The case is being prosecuted by Trial Attorney Peter V. This case was investigated by the Computer Crime Investigative Unit of U.S. 24, 2013, Brothers faces a maximum penalty of five years in prison. Brothers admitted to law enforcement that, in addition to illegally accessing the victims’ Army Knowledge Online accounts, she regularly harassed the victims by telephone and accessed several credit card accounts belonging to one victim, and in one case authorized charges without the victim’s knowledge or consent.Īt sentencing, scheduled for Oct. When law enforcement searched Brothers’s home in Columbus, they recovered numerous documents printed from the Army Knowledge Online system that contained victims’ Social Security numbers, bank account numbers and employment history, including the Social Security number of one minor child. Brothers initially gained access by calling the Army Knowledge Online help desk in the Eastern District of Virginia and providing the victims’ Social Security numbers and dates of birth in order to obtain temporary passwords. 5, 2011, she repeatedly and intentionally accessed two victims’ Army Knowledge Online accounts, which contain personnel files for members of the armed services. In a statement of facts filed with the plea agreement, Brothers admitted that between April 24, 2009, and Oct. 14, 2013, in a five-count indictment returned by a federal grand jury in Alexandria, Va. District Judge Clay Land in Columbus, Ga., to one count of unauthorized access to information from a U.S. Army Criminal Investigation Command’s Computer Crime Investigative Unit.īrothers pleaded guilty before U. Attorney for the Middle District of Georgia Michael J. Attorney for the Eastern District of Virginia Neil H. The guilty plea was announced by Acting Assistant Attorney General Mythili Raman of the Justice Department’s Criminal Division U.S. Army’s Army Knowledge Online computer system. Army, pleaded guilty today to unlawfully obtaining personal information from the U.S. Ammie Brothers, 29, of Columbus, Ga., a sergeant in the U.S.
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