Employee Spotlight

Keith Garris

Service Desk Analyst, GSA

Keith Garris, Man in the Middle

Keith Garris loves Catpult’s new call center operation in Chambersburg, PA.

He gets excited just talking about the work the agents do there. He’s thrilled to have moved the center to a fresh new space, with plenty of room for expansion. And he believes the call center is the lynchpin to the entire GSA Infrastructure Technology Global Operations (GITGO) project.
“We touch every aspect of the contract” at the call center, he proudly claims.

The call center in Chambersburg, just a few hours’ drive from Washington, DC, Philadelphia, and Pittsburgh, is a 24/7 resource for the GSA contract. Approximately 50 agents are on call to troubleshoot a wide range of technical issues, receiving about 13,000 phone calls each month and as many emails.

The agents are generalists, but also have been trained as subject matter experts, or SMEs, on issues such as remote access, Citrix, BlackBerry, printers, and Lotus Notes.

The call center was originally a CSC contract, but it was taken over by Catapult. After six months of planning, Catapult moved the operation to a new location on July 11th. The new space allows for 50 employees, with available space on the same floor for additional growth. That’s important, since call centers are now a capability under Catapult’s Managed Service Desk Solutions Center line of business.

Keith’s involvement with the move wasn’t part of his job description, but he’s an organizer and fell into the role almost naturally. As a service desk analyst, he schedules the 42 agents who are on the phones, handles reporting to the government, and provides internal phone support. He was originally hired as a temp for six months but moved right into a permanent slot on the Catapult team.

Keith grew up nearby in Shippensburg, PA, where his parents still live. He’s been married for six years to his wife Nicole, who shares his varied interests in sports, local theater, and taking day trips to the many sights within driving range from Chambersburg.

He’s proud to tout the unique benefits of his hometown, whether it’s the new and expanded Catapult call center or the nearby drive-in movie theater—one of the few left in the country. “I like that Chambersburg keeps me in the middle of things,” he says.