1. What inspired you to pursue a career in IT and join our service desk team?
I discovered my passion for IT during high school, where I took my first computer course. The intricate mechanics of how computers operate sparked my curiosity, and I quickly found myself wanting to dig deeper into the technology. As I continued to gain hands-on experience, my interest in IT evolved into a clear career path, and I was determined to make it my profession.
Joining the service desk team at EXOS IT has been instrumental in helping me step confidently into the IT industry. Each day brings a new challenge, and the variety of technical issues I encounter has been essential for building my expertise. I truly enjoy working with our clients to troubleshoot and resolve their concerns. Providing meaningful support and solutions not only fuels my professional growth but also strengthens the relationships we build with our clients. Additionally, I am drawn to EXOS IT’s commitment to its core values of integrity, teamwork, and continuous learning. The company creates an environment where growth is a priority, and the support from leadership allows me to take on new responsibilities, expand my skill set, and advance in my career. It’s this culture of development and excellence that motivates me daily, and I am proud to contribute to a team that shares my dedication to exceptional service and innovation.
2. What’s your “scariest” IT problem you’ve solved?
One of the scariest IT problems I tackled was an unexpected internet outage for a key client. The client’s internet provider had replaced their Wi-Fi router, which disconnected internet access for the entire office, impacting everyone’s work. Since the office relied heavily on constant connectivity, time was of the essence. I immediately headed to the client site, and with my team, we began by adjusting the static IP address of the network on their firewall. This brought the wired network back online, which was a relief, but the Wi-Fi remained down. We spent hours troubleshooting, testing different configurations, but the issue persisted. Finally, after a thorough examination, we identified the need for specific version updates on the firewall. Once we made those updates, the Wi-Fi network was restored, and everything was back up and running smoothly. It was a challenging experience that required both quick thinking and persistence, but seeing the relief on the client’s faces made it all worthwhile. This situation really highlighted the importance of staying calm under pressure and being prepared to troubleshoot from every angle.
3. If you had a magic wand, what’s one IT problem you’d make disappear?
If I had a magic wand, I would make phishing threats in emails disappear completely. Imagine an IT landscape where every phishing attempt is automatically filtered out with 100% accuracy, ensuring our inboxes stay clean, safe, and secure. In the corporate world, email is one of the primary modes of communication, yet it remains one of the biggest cybersecurity vulnerabilities. Phishing emails are increasingly sophisticated, fooling even the most cautious users.
Beyond phishing, I’d also eliminate the chronic issues related to overflowing inboxes – from spam to missed important messages. With smarter filtering and organization tools, employees would find it easier to focus on relevant information without sifting through unnecessary clutter. In a world where emails could be more reliable and secure, we’d all gain valuable time back, boost productivity, and improve overall communication flow. With a future like that, IT could focus on proactive growth rather than reactive responses to threats.
4. How do you keep your IT skills sharp to face any “monstrous” tech challenges?
I prioritize hands-on experiences, which has proven to be the most effective way for me to learn and grow. I actively work on virtual labs and pursue relevant certifications to deepen my understanding of emerging technologies and tools. Additionally, I engage with various online communities, including Discord groups dedicated to tech discussions. These platforms provide invaluable insights into the latest developments and trends in the industry. I also make it a point to follow reputable cybersecurity news sources, such as the Cybersecurity and Infrastructure Security Agency (CISA). This ensures I have access to reliable, up-to-date information on cyber threats and best practices. By combining practical experience with continuous learning and active participation in tech communities, I’m well-equipped to tackle any “monstrous” challenges that come my way.
5. What’s one “trick” you’d share with clients to help them get the most out of their IT experience?
I would take this opportunity to mention two “tricks” clients can use to help them get the most out of their IT experience. These are two simple yet impactful steps: promptly reporting issues and using strong passwords.
- Report Issues Promptly: The moment you encounter an IT issue, don’t hesitate to report it! Providing a detailed description of the problem helps our IT team understand the situation better and resolve it more efficiently. Prompt reporting also allows us to check logs of recent events, which can be crucial in identifying and fixing the issue before it escalates.
- Use Strong Passwords: Security is paramount in today’s digital landscape. I encourage everyone to create unique, strong passwords for all accounts. This means using a mix of letters, numbers, and symbols, and avoiding easily guessable information like birthdays or common words. To make this easier, consider using a password manager to securely store and manage your passwords. This way, you can focus on your work without worrying about password security.
By taking these two simple steps, clients can significantly improve their IT experience, leading to quicker resolutions and a more secure environment.
6. When you’re not brewing up solutions at the service desk, what do you enjoy doing in your free time?
I love exploring the city of Indianapolis. Whether I’m discovering new coffee shops, trying out local restaurants, or just going out to play a game. It is always fun to step out and spend time with friends. I also enjoy experimenting in the kitchen by trying out different recipes at home. Cooking allows me to unwind and get creative, making it a perfect way to balance my time between work and leisure/