Experience
Below are some of the previous positions I have held during my time as a student at Temple. My most recent opportunity has been with Professional Capital Services in Center City, Philadelphia. If you would like to learn more about my experiences at PCS please click here. Thanks!
Help Desk Consultant | Temple University | October 2014 – Present
The Temple University Computer Services Help Desk services faculty, staff, students, and guests. My main job function is accepting walk-in appointments. These appointments could be issues regarding the client’s laptop, smart phone, tablet, or any device they may have. The issues can range from simple wireless connectivity problems, virus removals, software installs, etc. When there are no walk-ins, I juggle the responsibility of pulling phone calls. I create callback tickets for the full time consultants when a resolution cannot be reached over the phone.
Clients with more extensive issues are scheduled for a clinic appointment. These appointments are typically for system rebuilds, OS refreshes, data transfer, etc. Sometimes dorm appointments are also created for clients with issues specific to their residence hall.
This opportunity has greatly improved my troubleshooting skills. These are skills that allow me to take a more analytical and logical approach to everyday problems. Seeing different issues everyday keeps me on my toes and constantly tests my ability to find a solution.
Communication Services Seasonal Intern | PHEAA | June 2014 – August 2015
At the Pennsylvania Higher Education Assistance Agency I worked primarily within the Desktop Support (Level 2) team, while taking on tasks in areas such as Telecommunications and the Help Desk (Level 1).
I was responsible for accepting escalated tickets from the Level 1 support group. When resolving these issues I provided support in-person, via email, over the phone, and remotely from a desktop viewing program. These issues could be simple hardware problems (e.g. bad mouse/keyboard, failing HDD, broken monitor, etc.) or software related (e.g. Active Directory account issues, network connectivity, loss of functionality in Lotus Notes email client, etc.). Another daily task that I handled were physical moves and changes across the agency. These consisted of dismantling and re-configuring workstations in order to support re-organization or position changes. I also handled the computer hardware inventory for the agency.
During my time there I was involved with two large-scale projects across the agency. A large portion of the Information Technology group utilizes a program called SAS. I, along with another intern, upgraded around a hundred workstations from SAS 9.2 to SAS 9.4. During this project I became much more comfortable doing software installations and troubleshooting from a remote desktop and over the phone. I was also responsible for executing hostname changes on hundreds of workstation computers at the headquarters office in Harrisburg, PA as well as a satellite office in Mechanicsburg, PA. This experience gave me an appreciation for the thought and consideration in hostname naming schemes as well as corporate network infrastructure.