Client Support Analyst at Delaware Investments, part of Macquarie Group
During summer of 2015, I was very fortunate to have the opportunity to intern at Delaware Investments. I mainly worked in the client support services as a client support analyst. Delaware Investments is an Asset management firm that is wholly owned subsidiary of Macquarie Group which provides Delaware with a global reach. I worked in the Delaware Investments office in Philadelphia while at the same time I worked in the parent companies New York Office a few days a week. Going between both offices allowed me to experience parts of the business I wouldn’t have worked with just in a certain office. As an intern, I was exposed to many professional development opportunities which helped with some of the interesting projects I worked on.
I worked with staff to help them understand and use technology to help them with their job. My task was to help staff overcome computer issues that may have been having. Staff would send a ticket to the client support people through a program called remedy which would let us know what kind of problem they were having. Once I received a ticket I would go to that particular staff member and try to resolve the problem. The problems ranged from hardware issues to some more complex software issues that some staff encountered Using particular applications they used for their job. It was my responsibility to figure out these problems once they have been assigned to me.
I also was made responsible for imaging and deploying new computers to faculty members when it was their turn to upgrade. To do this, I used some of the concepts I learned in my data analytics class to figure out what computers I needed to upgrade. I first took the information out from the inventory management system and put it on excel that listed all employees in the building and what type of computer they were using. I then used pivot tables to organize all data so I could find everyone in a certain department because I would do computers department by department. Once I found the users that needed upgrade I would go out to them to give them their new machines.
I worked with many different applications and software that I never used before. For example, I learned how to use remedy for ticket generation, air watch that managed and restricted company IPhones, as well as System center configuration manager (SCCM) that allowed me to image computers and put all the necessary software into new computers. I learned a lot about different systems that the company uses and how important IT is to the company as a firm.
At the end of my internship, my immediate supervisor wanted me to write a small paragraph saying what I thought could be improved in the firm. For this case, I told him that they need to invest in a single application that can do the same thing. This paragraph I wrote is like what I learned in Professor Doyle enterprise IT architecture class with the flash research papers. They are both different but some aspects are the same.
Something else to relate to Professor Doyle’s class is when we learned about SharePoint in class. While my firm didn’t use SharePoint, we used a file sharing service called workshare which is a more secured system compared to SharePoint. I used workshare to share files between my coworkers.