Applying Course Knowledge

• Through my coursework at ODU, I learned foundational concepts such as IP addressing, basic troubleshooting, and service level agreements (SLAs), all of which directly related to my internship experience. In practice, understanding IP addresses helped me troubleshoot networked devices like printers and security cameras, while knowledge of SLAs guided me in maintaining service quality and responsiveness when handling end-user issues. Although more advanced cybersecurity frameworks like NIST and ISO 27001 were not directly applied during my internship, they provided a broader understanding of security principles that influence the daily operations of IT departments. Moving forward in my career, concepts like risk management, system hardening, and compliance with cybersecurity standards will be crucial as I pursue roles in cybersecurity and IT infrastructure support.

Skill Development

• What new skills did you learn during the internship?
  • Handled Tier 2 user support requests in accordance with organizational SLA standards
  • Patched, tested, and troubleshot over 250 multifunction printers (MFPs) across campus
  • Oversaw and maintained over 2,300 campus wide security cameras
  • Managed electronic access control for more than 15,000 users via CS Gold software
  • Resolved IT support tickets using the ServiceNow platform

Personal Development

• How did you benefit personally from the internship experience?
  • Through my internship with Old Dominion University’s ITS Network Services, I significantly expanded my technical and professional skills. I gained valuable hands-on experience with hardware troubleshooting, electronic access control systems, security camera management, and supply logistics. I also developed advanced troubleshooting skills, improved my communication with end-users, and learned to manage IT support tickets through enterprise tools like ServiceNow. This internship strengthened my foundation in IT and Cybersecurity, built my confidence in handling real-world challenges, and helped shape my career aspirations in securing digital environments.

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