What inspired you to pursue a career in IT and join our service desk team?
My inspiration to pursue a career in IT stemmed from a fascination with technology and the joy I see on customers face when I resolve their issue. It started when I took a computer technology class in high school, I knew then I had a thing for computers. I then went on to troubleshooting phones and that inspired me even more to explore other hardware devices and software’s. When I joined the service desk team it was a natural choice for me because it combines my passion for technology with my desire to help others. I really enjoy the dynamic environment where every day brings new challenges and opportunities to gain experience. The chance to directly assist clients, resolve their issues, and see the positive impact of my work is incredibly fulfilling and brings a smile to my face.
Can you describe a particularly challenging IT issue you’ve successfully resolved recently?
Yes, I had a client that kept losing phone connectivity on their main company phone line, which caused them to miss important calls. After accessing the situation, I learned that their phone was connected to Wi-Fi and the other devices were hard wired on the network. Which let me know that it was not a network wide issue. After further troubleshooting the Access Point was the issue. I then contacted the Network team to see if we could get the phone on a dynamic IP for a steadier connection. The client was grateful that their issue was resolved with care and diligence. This experience helped me to see the value of teamwork, and getting to the root of the problem so it will not continue to happen.
What’s your favorite part about working on the service desk and assisting our clients?
My favorite part about working on the service desk is the culture and diversity it offers. I have the opportunity to solve problems and make a tangible difference in our clients’ day-to-day operations. I really enjoy and take great pleasure in helping someone overcome a technical issue that has been causing frustration and see their relief and gratitude when it’s resolved. Additionally, I enjoy the continuous learning that comes with the role as an MSP. Every day presents new challenges and opportunities to expand my knowledge and skills. Interacting with a diverse range of clients also helps me understand different perspectives and needs, which is both interesting and enriching.
How do you stay up to date with the latest technology trends and developments in IT support?
I stay up to date with the latest technology trends and developments, by reading articles, visiting different forums, and following technology blogs. I also take different online courses to stay on top of new software and any current updates so I can always be knowledgeable and resourceful for our clients. I’m studying for my CompTIA Network certification so I will be able to help support our clients with even more complex issues within their network.
Could you share a memorable client success story or experience that made a significant impact on you?
Yes, I had the opportunity to set up new handheld hardware equipment for eight users. The client was still documenting information on paper and on a PC with an old outdated operating system, which was slowing down productivity. I educated the client on how to use the new device and after they started using the new devices, they were able to get a lot more done and use their time more efficiently. After completing the project, I was able to see their joy and gratefulness on their faces. The impact it had on me was that I was able to do a presentation on the knowledge I learned while setting up the devices and learning new software, which was extremely rewarding.
What’s one piece of advice you would offer to clients to help them optimize their IT experience?
The one piece of advice for optimizing your IT experience I would offer is to prioritize regular maintenance and updates. Keeping your systems, software, and hardware up to date ensures that you benefit from the latest security patches, performance improvements, and new features. This proactive approach can prevent many common issues and enhance overall efficiency.
When you’re not busy at the service desk, what do you enjoy doing in your free time?
When I’m not busy at the service desk, I enjoy spending time with my family and friends. I’m often at their houses helping to fix their hardware or electronic devices. I love dancing and reading books and articles in my free time. I am very family oriented and always going to volleyball games, karate class or family gatherings.