Pc Network Support Team example essay topic

It has been a long journey to my present career. It wasn't until about five years ago when I decided to get serious about my professional life. I return to back to school and also started to educate myself in the Information Technology industry. I decided to jump into the world of Microsoft, to be more specific networking. My first goal was to get certified by Microsoft. I enrolled in a Microsoft Certified System Engineer program at New Horizon Computer Learning Center.

It took me about a year to become fully certified, but regardless I accomplished my first goal. I have continued on and not only am I certified in Microsoft NT 4.0 I am also certified in Windows 2000 and A-plus Certified. My second goal was to return to college and receive my Associates in Arts degree. After about 5 years of going on and off to school I have finally accomplished this goal. I have taken this goal a step further; I am now enrolled at the University of Phoenix and am going to attain my Bachelors degree in Information Technology. I have always been involved in the high tech industry.

I spent ten years of my life working on consumer electronics while employed by Circuit City. Then spent about a year and a half working for a small Taiwanese Company, in which, I was the Technical Manager. A friend who was working for a large corporation, PacifiCare Health Systems, gave me a call to let me know that PacifiCare was hiring PC / Network support engineers, and if I was interested he would give my resume to the hiring manager. I decided to give it a try and I was hired. After about two and half years PacifiCare decided to outsource their entire IT organization.

IBM presented their organization and was granted the contract; I was fortunate enough to be hired on. As a member of the IBM Corporation my responsibilities grew even greater. The team that I belong to, PC / Network Support Team, was cut by sixty percent. IBM did bring in support personal to accommodate PacifiCare's demands. Not only was I responsible for my usual duties, such as, desktop support, network support, printing support, server support, and providing technical documentation to the team, I now have to train a new member assigned to the PacifiCare account. My first responsibility is desktop support.

Supporting the desktop consist of two major parts, hardware issues and software issues. When a PacifiCare employee (customer) has an issue he or she will call the Customer Support Desk (CSD) to have a ticket created and dispatch to one of the technicians. When I receive the ticket in my Q I must first contact the customer and set up a time to meet. When the time comes to evaluate the issue I must determine if the problem with the computer (PC or Laptop) is hardware related or software related. If I determine that the issue at hand is hardware related I need to document my evaluation and transfer the ticket to the hardware break fix team.

If the caused of the issue is because of software corruption I must determined on how to resolve the issue. There are many resources that are available to help you determine the cause, the biggest and the best resource is the Internet. Sites like Microsoft. com and its knowledge base is such an invaluable tool. Another aspect of desktop support is installing software. Installing software is probably the easiest task a technician will come across. The second responsibility that I have as a PC / Network support member is to support connectivity to the network.

I must assure that the customer has network connectivity in their offices'. I provide them with network cables and I create the connection to the main switch. Each office has at least one port live (connected to the network. If the customer is having problems logging on to the domain I must determine if the issue resides on the PC or with the actual physical connection. The third responsibility that I have is to support the printing environment. The forth responsibility is supporting a departmental file and share server.

The fifth responsibility is creating technical documentation for the customer and my team members. On top of all the responsibility that I have discussed above I will also have the responsibility to train new technician that join our team. Conclusion.