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IT Staffer Lauded for Outstanding Customer Service

‘Exemplary Titan Employee’ Cheng Lee

Aug. 16, 2013

At any given moment in his workday, Cheng Lee is called to fix technology problems that administrators, faculty members and division employees encounter with computers, iPads or other electronic devices and systems needed to do their jobs.

On a recent day, for example, technical issues he addressed for his campus customers included setting up a Web conference session, fixing an iPhone that stopped syncing its calendar, configuring a desktop computer for a new user and a setting up a laptop computer for President Mildred García's upcoming convocation address. The Information Technology staffer also attended a meeting to expand the campus network.

"My work day consists of anything that is needed to help resolve my customers' technical issues," Lee said.

Among his campus clients, he is known as a problem-solver who gets the job done promptly, providing creative solutions that are economical and increase productivity. Lee also is recognized as a good listener who is patient in explaining technical solutions in non-technical terms.

"He works with faculty and staff proactively, fixing their problems and providing up-to-date information, and always making suggestions that allow departments to increase IT capacity," said President García when she recently announced Lee as one of three Outstanding Staff/Employee Award recipients.

Lee, a technical liaison who joined Cal State Fullerton five years ago, is pleased others value his work. Providing the best service possible is what he is most proud of in his daily work.

"I'm very happy that my co-workers showed their appreciation for my work with their nomination. The fact that I received the award shows how important customer service is to the University."

As a testament to his exceptional customer service, Student Affairs staff nominated Lee for the award.

"Cheng promotes and represents his department in a very positive light and we all truly value him as a contributing member of the CSUF family," said Adriana A. Badillo, director of the GEAR UP program. "All of us in GEAR UP and Educational Partnerships request him, due to his high quality of work, professionalism and his helpfulness."

Badillo noted that Lee has showed "great creativity by coming up with alternative ideas" to solving technical issues for her area.

"He has been instrumental in the development and implementation of a data-sharing system that complies with the University, but also allows program staff to share large amounts of documents and resource files since our staff is split on different floors within our building. He is a true asset not only to his department, but to those he serves in our area."

Lee, of Diamond Bar, has worked in the technical field for nearly 20 years, including 12 years in higher education, and enjoys the diversity of the work.

"I consider myself a jack-of-all-trades. Working for the Division of IT means never being bored — and never having too few things to do," he said.

By: Debra Cano Ramos, 657-278-4027

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