Benchmark's Best: Dan Samples, Help Desk Advisor

This month, we are featuring Dan Samples, Help Desk Advisor, for Benchmark's very first "Benchmark's Best." We will explore Dan Sample's responsibilities at Benchmark but also look at makes Dan, Dan. We are excited to showcase his professional and technical skills and background but also show you what he loves to do in his time outside of work!

What do you do in your job?
Coming from a repair background, Dan works as a  Help Desk  Advisor where he provides solutions to equipment issues via the phone. He has a wide depth and breadth of knowledge when it comes to all of Benchmark’s equipment and enjoys guiding people through solutions to equipment issues.

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Dan’s # 1 Service Tip
Dan recommends making sure your check scanners are clean. This means not just blowing a can of air into the machine but removing the top and thoroughly ensuring that the ribbon is clean and there is no build up or dust. If this remedy doesn’t seem to help your device, reach out to Dan or any one of our awesome Help Desk Advisors here!

How long has Dan worked for Benchmark?
Starting in May 2007, Dan worked in the Benchmark Warehouse where he repaired a variety of devices. He had prior experience working on Epson and HP devices and felt very comfortable in this repair position. However, Dan was so good at troubleshooting over the phone with customers he became an invaluable part of the Help Desk team in 2013. He is now a Help Desk Advisor and enjoys providing clarity and support to Benchmark customers. 

Success Story
“Simplicity is the key,” especially with printers, check scanners and many other financial technology devices. You can become a hero after one Help Desk call. One day one of our customers, a bank teller, called into the Help Desk with problems relating to scanning a batch of checks. She was on a deadline but had jamming problems causing her to not be able to complete the job. Dan walked her through a few troubleshooting techniques, such as cleaning out her scanner and resetting the device. The check scanner began to work, and it made her day that her job could now be completed. Dan became a hero, and she requested he be on the phone with her for future check scanning to make sure everyone works properly.

Favorite device?
Dan is great with his hands and understands Benchmark’s equipment inside and out. Some of his favorite machines are the printers. Dan got his start working on Epson and HP printers and was recruited to work in the repair department of Benchmark. However, Dan was taking more and more technical support calls during his repair time. At this time Benchmark knew that his technical support is where he shined and changed his role to a Help Desk Advisor. Perhaps you have worked with Dan when facing a device problem?

Hobbies outside of work?
Dan enjoys spending time with his family. Dan and his son share a passion for model trains and taking pictures of trains and goes as far to Chattanooga to check out active steam engine trains. He even keeps track of his family’s train adventures with a dedicated train blog. During football and baseball season, he enjoys grilling for his family and says “Go Braves, Go Bulldogs, and Go Falcons”!

Favorite Food?
Grilling, Meat and Three, and family style meals are some of Dan’s favorite foods. He enjoys grilling burgers and hot dogs and other classics on his grill. One of his favorite restaurants is Cracker Barrel where he enjoys the breakfast sampler. You can find Dan and his wife watching cooking shows for inspiration on what to grill and cook next.
 
What are you watching these days?
​Dan does not discriminate when it comes to enjoying Science Fiction television. He is both a Star Wars and Star Trek fan and enjoys both with CBS streaming services to catch the latest Star Trek episodes and Disney+ where he enjoys Star War’s: The Mandalorian. Live long and prosper but also let the force be with you!