Professionally, I have been exposed to just over three years of diagnosing, resolving, and documenting various issues across many different types of hardware and software. Working in a university setting has given me the unique advantage of being exposed to multiple different systems used across different departments such as Administration, Agriculture, Engineering, Computer Science, Nursing, Biology, Chemistry, History, Sociology, and more.

I am comfortable in both Windows and Apple environments, have become familiar with the Microsoft Office software suite, and have replaced several different hardware components in laptops and desktops.

An important part of both positions held at Southern University's IT department was proper documentation of hardware and software failures. In the computer labs, this amounted to providing ample information for the help desk to use in reproducing errors. In the help desk itself, I was expected to document these errors and the steps taken to correct them.

During my time at Southern University's IT help desk, a big part of my early responsibilities included configuring systems according to various department specifications and installing these systems across various locations on campus. This required me to have an understanding of the target department's needs, as well as an understanding of how to correctly install desktops and laptops, connect these devices to networks and printers, and ensure that all of the user's peripherals were properly connected and functioning as expected.

During my time at the university, I was a stranger to no one. Whether it was my fellow students, coworkers, professors, end users, or superiors, I excelled at creating and maintaining productive relationships that were mutually beneficial.

This skill was most honed, and most evident, in the IT help desk, where I had to learn how to communicate technical solutions to users of varying levels of technical knowledge.

I also learned to exercise patience and empathy in the face of adversity, opting for non-confrontational interactions that dug down to the root of a problem to please all parties involved.

As an older college student, I was presented with a challenge in the form of several gaps in knowledge.

Many courses expected me to remember concepts from classes that I had not taken in a very long time. With a 3.97 GPA, I proved that gaps in knowledge are not enough to slow me down.

Additionally, working in the help desk presented me with challenges in the form of unfamiliar systems and software. With minimal supervisor intervention, I was able to conquer all challenges, which eventually earned me the title of my supervisor's "secret weapon."

Southern University taught me how to confidently address any problem I come across.

Many courses restricted the way in which assignments and projects were approached. Professors offered some guidance, but I ultimately developed the confidence to tackle novel issues and create viable solutions on my own, which earned much praise from my professors.

Additionally, I encountered several issues in the help desk that were not yet documented and had not been seen by my coworkers or supervisors. In many cases, I was able to research, test, and implement solutions that not only addressed the original problem, but also gave the help desk a reliable way to address it in future cases.

One of the most prevalent lessons in a college career is teamwork. Nearly every course expects you to collaborate with your fellow students in order to achieve a solution.

I often acted as a leader in group projects, providing guidance, support, and structure. There was never a group project in which I earned a bad grade, regardless of circumstances.

In the IT department, I frequently collaborated with my coworkers in order to increase process efficiency and reduce downtime due to those head scratching troubleshooting moments.