Philadelphia Gas Works Internship (Client Contact Center Technician)
A Brief History of the Philadelphia Gas Works:
Since February 8, 1836, when the first employees of the newly formed Gas Works lit forty-six lights along Second Street, PGW has been serving the fine people of Philadelphia 24 hours a day, 365 days a year.
Today PGW is the largest municipally owned gas utility in the country. We manage and maintain a system of over 6,000 miles of gas mains and service pipes that deliver an annual 78 billion cubic feet of safe, reliable natural gas to our 500,000 customers each year.
What I Learned In This Position:
I have learned a variety of different things while working for PGW. The main thing I have learned during my time with the company would be patience. Most of the clients who are calling the Client Contact Center are easily frustrated and many of them have never used a computer before this career choice. By staying patient, I learned how to keep a client calm and focused on remedying the issue they brought forth. Another key lesson I have taken away from PGW is the ability to ask the right questions, knowing how to probe the client for more information about the issue at hand. Finally, the biggest takeaway I have from PGW would be teamwork. Knowing that I have support if I do not know the immediate answer to a question or problem and that my co-workers are more than willing to help me with anything I bring to them was the best lesson of all.
Reinforcing MIS Coursework:
Enterprise IT Architecture:
-Through this internship, I furthered the knowledge passed onto me through Enterprise IT Architecture. I learned even more about switches, access points (WAPs), hard drives, RAM, and more. I was required to help troubleshoot all types of hardware issues and the knowledge given to me through this course was extremely helpful, giving me an overview of all types of server and client side hardware and what to look for while troubleshooting the issue.
Data Analytics:
-At PGW, I learned the importance of data mining, needing to fully understand the usage of data mining programs such as “GoldMine” and the usage of excel for other correlations between client’s and client issues. I was also asked to create pivot tables showing other data correlations for the Client Contact Center, along with presenting spreadsheets and graphics on where calls are dropping and offering ideas on how to remedy this issue.
Digital Design and Innovation:
-Finally, through my Digital Design and Innovation coursework, I have learned how to look at an issue from a top down perspective, and then being able to pin point a problem to a specific source, using the business analyst knowledge given to me. Through this experience, I was to examine each issue presented in a business analyst perspective, allowing me to see how an issue affects an entire department and then trickles down to an individual user.
Review of My Role:
-Take live calls from PGW’s 1,400 employees about any technical issues faced
-Input/Organize/File forms and assign them appropriately: System Access, Telecommunications, Hardware/Software, Application Service etc.
-Manage/Organize Client Contact Center email inbox and resolve/delegate incoming issues
-Assist in person client’s with desktops and laptops around the company
-Other technical duties as assigned