What inspired you to pursue a career in IT and join our service desk team?
From a young age, I was the go-to person in my family for setting up technology and troubleshooting issues, whether it was with the TV or the internet. This naturally extended into my personal interests. One memorable experience was when my PlayStation 2 was malfunctioning, and I took it apart and successfully resolved the problem. That moment sparked my passion for technology. Over time, I became deeply interested in all aspects of computing, from building and troubleshooting PCs to understanding the development of software applications. I am committed to continuously expanding my knowledge of the ever-evolving tech landscape.
Can you describe a particularly challenging IT issue you’ve successfully resolved recently?
Just recently, I had a very challenge site visit. When setting up the new firewall, both the static IP and DHCP didn’t pass traffic. I was especially troubling due to red tape slowing down the process of the site take over. With little time and a big issue, I continued to complete things that could be take care of while the ISP fixed the IP issue. With the issue not resolved at the end of the day we continued to troubleshoot for as long as we could. We finally decide to make another trip in the morning. When coming in in the morning and switching back over to static IP, the internet came back up and we were relieved.
What’s your favorite part about working on the service desk and assisting our clients?
My favorite aspect of working on the service desk is the sense of fulfillment I get from hearing the relief in a client’s voice once their issue has been resolved. It’s incredibly rewarding to know that I’ve been able to help alleviate their frustration and, in some cases, even turn their day around. There’s a unique satisfaction in not only solving technical problems but also making a meaningful impact on someone’s experience, ensuring they feel supported and valued throughout the process.
How do you stay up to date with the latest technology trends and developments in IT support?
I regularly read technology journals and follow reputable tech news websites. This helps me stay informed on emerging technologies, industry best practices, and new solutions. Additionally, I engage with online communities, forums, and social media platforms, where professionals share insights and discuss the latest trends. Networking with colleagues and peers also allows me to learn about cutting-edge tools and innovations through word of mouth, ensuring I stay current in this rapidly evolving field.
Could you share a memorable client success story or experience that made a significant impact on you?
One of the most impactful experiences we’ve had with Buckingham was the seamless integration of our team as an embedded partner. From the outset, Buckingham demonstrated a unique level of collaboration, welcoming us as an extension of their own team rather than just an external vendor. This inclusive approach created an environment where open communication, mutual respect, and shared goals became the foundation of our partnership.
A particularly memorable project involved navigating complex requirements and tight deadlines. Despite the challenges, Buckingham’s trust in our expertise and their proactive support played a crucial role in our ability to deliver high-quality results on time. They provided both strategic guidance and the necessary resources, fostering a collaborative atmosphere that encouraged innovative solutions.
The success of the project was not solely defined by its outcomes but by the strength of our partnership. Buckingham’s ongoing affirmation of our role within their team has reinforced the value of building long-term, mutually beneficial relationships. This experience has been a testament to the power of teamwork, trust, and a shared commitment to excellence.
What’s one piece of advice you would offer to clients to help them optimize their IT experience?
Don’t hesitate in investing in their IT infrastructure. As technology evolves, improvements are made not only to enhance productivity but also to address emerging security threats. Investing in up-to-date systems, robust security measures, and reliable infrastructure ensures that your data, files, and communications are protected from malicious attacks and remain secure. The added expense is often well worth the peace of mind that comes with knowing your IT environment is safe, efficient, and future proof.
When you’re not busy at the service desk, what do you enjoy doing in your free time?
In my free time, I enjoy spending quality time with my kids, whether it’s playing games or exploring the outdoors together on hikes. I also enjoy attending concerts, as live music is a great way for me to unwind and experience something new. These activities allow me to recharge and create lasting memories with my family and enjoy some of my personal interests outside of work.