{"id":97,"date":"2023-02-04T20:00:30","date_gmt":"2023-02-04T20:00:30","guid":{"rendered":"https:\/\/sites.wp.odu.edu\/cyberimpact1\/?page_id=97"},"modified":"2025-08-08T21:47:30","modified_gmt":"2025-08-08T21:47:30","slug":"internship-2-2-2-2-2","status":"publish","type":"page","link":"https:\/\/sites.wp.odu.edu\/capa003\/internship-2-2-2-2-2\/","title":{"rendered":"Internship"},"content":{"rendered":"\n

Final Paper – Internship<\/strong><\/p>\n\n\n\n

Camryn Patillo<\/p>\n\n\n\n

August 4, 2025<\/p>\n\n\n\n

Old Dominion University – Information Technology Help Desk<\/p>\n\n\n\n

CYSE368 – Internship<\/p>\n\n\n\n

Summer 2025<\/p>\n\n\n\n

Contents<\/strong><\/p>\n\n\n\n

Introduction\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u20263<\/p>\n\n\n\n

Management Environment\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u20265<\/p>\n\n\n\n

Major Assignments and Projects\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026.5<\/p>\n\n\n\n

Use Of Cybersecurity Skills\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026.8 <\/p>\n\n\n\n

Connections with ODU Curriculum\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u20269 <\/p>\n\n\n\n

Evaluation of Learning Objectives\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u202610<\/p>\n\n\n\n

Most Motivating Aspects\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u202611<\/p>\n\n\n\n

Most Discouraging Aspects\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u202611<\/p>\n\n\n\n

Most Challenging Aspects\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u202612<\/p>\n\n\n\n

Recommendation For Future Interns\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u202613<\/p>\n\n\n\n

Conclusion\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026.14<\/p>\n\n\n\n

Introduction<\/strong><\/p>\n\n\n\n

One of the greatest benefits of Old Dominion University\u2019s Cybersecurity program is the support I\u2019ve received as a student to search for opportunities to apply the fundamentals I\u2019ve learned in class to real-life scenarios through an internship. While seeking an internship, I hoped to find an organization that would not only allow me to apply academic concepts in a professional environment but also provide me with valuable hands-on experience. Finding a suitable internship was not easy; it took me some time to discover an organization before I found out that Old Dominion University offered part-time jobs for students at its Information Technology help desk. I was drawn to the opportunity to enhance my technical and customer service skills in a setting I was already comfortable with. While approaching my internship, I had three learning objectives in mind. First, I wanted to gain a better understanding of cybersecurity foundations as an extension of my academic learning experience in class. Second, I wished to significantly improve my technical capabilities, especially in the context of IT support. The third objective was to develop confidence in a professional environment. These objectives provided me with a clear sense of direction for navigating my internship experience.<\/p>\n\n\n\n

The ODU University help desk serves as the first form of contact for thousands of students, staff, and faculty seeking technical support. The Information Technology department is a large sector of Old Dominion University, comprising several departments. As a Help Desk technician, it is my responsibility to address a wide range of technical or directional needs of the ODU community. Throughout my experience working in the Help Desk department, I\u2019ve found myself collaborating with different departments to assist one individual. Regardless of whether an issue is technical or not, the IT Help Desk is committed to providing as much support as possible. The ODU IT Help Desk started as a technical support office available for students, faculty, and staff at Old Dominion University. However, it has since expanded to be a technical support course for multiple schools and institutions such as Eastern Virginia Medical School, Virginia Health Sciences, and Sentara Norfolk General Hospital. In essence, the ODU IT Help Desk guarantees services not just to the main campus, but to many different campuses and institutions from Norfolk to Virginia Beach. <\/p>\n\n\n\n

My orientation for my internship began in June 2024 with a tour of the help desk and surrounding facilities in Monarch Hall, where Information Technology services are located at ODU. My training experience was a multi-week process in which I, and with a group of other ODU students, learned the fundamentals of the help desk\u2019s ticketing system, \u2018Service Now\u2019, and customer service protocols. We were quickly informed of the many tasks and responsibilities of a student technician. In addition to assisting clients through the ticketing system and phone calls, we were also expected to respond to and prioritize any incoming reports of classroom malfunctions. As a student at ODU, I\u2019ve had personal experience with technical-related issues during lectures on campus. This made the training experience interesting, knowing that I was going to be involved in the resolution process from a technician\u2019s perspective. My initial impression during the training process was positive. I was excited to begin a new learning experience; however, I grew a bit overwhelmed with the amount of information being provided early on. With time and routine, I was able to grasp an understanding of the daily help desk processes, and I entered the office with full confidence. After weeks of training, I was able to start working in the office, and I was considerably well-prepared to handle necessary responsibilities. My training provided me with a solid understanding of my task, and I was able to quickly adapt to the fast-paced office environment, confidently interacting with clients seeking virtual and in-person support.<\/p>\n\n\n\n

Management Environment <\/strong><\/p>\n\n\n\n

The management structure and overall work environment at the help desk played a significant role in my professional development and skills. The Help Desk department has a soft management hierarchy to support student technicians with inquiries and escalations. The student technicians served as the first form of support for clients, along with the help desk leads assistance. Resources and knowledge bases are available to the student technician for support in resolving technical issues and basic troubleshooting. During my early days of working in the office, I often referred to these resources. In cases where the knowledge bases were not able to assist me, I was directed to a help desk lead for information. I was allowed to complete my task independently while simultaneously being supported by my supervisors. This style of supervision benefited me by allowing me to work with initiative, a skill that allowed me to tackle challenging assignments while also being provided assistance when needed. <\/p>\n\n\n\n

With the help desk\u2019s ticketing system, my performance was documented and reviewed for mistakes. My interactions with clients were recorded and retrieved for review by my supervisors every month. These monthly evaluations allowed me to view where my strengths lie while also considering areas of improvement. During my first few weeks of working in the office, I was able to pick up ticketing protocols quickly. However, as I was assisting clients during in-person appointments, it was clear that my understanding of technical support was limited. Having received feedback from my supervisors while consciously assessing my abilities, I was allowed to use the constructive criticism for the benefit of my professional development. <\/p>\n\n\n\n

Major Assignments and Projects<\/strong><\/p>\n\n\n\n

My daily task at the ODU IT Help Desk consisted of many assignments and processes. A significant portion of my job was being on call and assisting clients through our ticketing system, Service Now.\u2019 The majority of emails and calls were related to a wide range of access issues. This included difficulties with the university MIDAS account log-ins and two-factor authentication, Microsoft 365 access problems, wireless network connectivity, workstation access, physical access to the academic building on campus, and more. Additionally, we also provided technical support for the ODU community via email, phone calls, or in-person assistance. Even if clients were having problems accessing systems not managed by ODU or IT,  I often assisted users in troubleshooting software-related issues. ODU and EVMS clients typically had the most issues with managing their Microsoft 365 services, OneDrive files, shared drives, and VPN access. While the IT Help Desk does not provide hardware repair services, I was free to provide diagnostics with the best of my ability for nonfunctional devices. <\/p>\n\n\n\n

There were several different factors that caused account access issues among ODU and EVMS faculty, staff, and students. The most common cause of account access problems was log-in issues, password expiration, and two-factor authentication troubles. From my experience in assisting others with these issues, I often had to resort to resetting passwords through the MIDAS administrative system. I was directly exposed to cybersecurity protocols firsthand while performing these tasks. It was a requirement to confirm the identity of a user before assisting with a password reset for security purposes. While performing password resets, I\u2019ve frequently had users vocalize their concern or noncompliance with confirming their identity. I realized a lot of people do not consider security when it is inconvenient for them. Which is why it is also important for me to educate others on the importance of cybersecurity and the protocols we follow at Old Dominion University. <\/p>\n\n\n\n

Universities and institutions are a huge target for phishing attacks. Another factor that leads to account access issues is account compromise. Scammers typically target individuals who are not educated on internet safety. Old Dominion University frequently has incidents relating to mass phishing emails being sent from an ODU-compromised account. These emails are meant to convince students, staff, or faculty that their accounts are being terminated due to user negligence. When these phishing emails are spotted, we get plenty of reports from students, staff, and faculty who can identify the inauthenticity of the email. Once we are informed of the email, we collaborate with the IT security team to identify potentially compromised accounts and reset passwords. <\/p>\n\n\n\n

As a part-time student worker, I only had a limited amount of access to the systems needed to assist with certain tasks. It is common for the help desk to collaborate with other specialized departments to resolve more complex issues. Access issues regarding workstation computers or ODU-managed devices were not addressed by the help desk for multiple reasons. First, help desk technicians were not permitted to leave the office and work off-site. Second, we did not provide hardware repair services. For individuals having trouble accessing any of the ODU-managed devices and machines, we were required to allow our Desktop Support Group to handle the majority of the work. While I was not directly involved in the resolution process of working with managed devices, I gained valuable experience in communicating and collaborating with different IT departments.<\/p>\n\n\n\n

When it came to assisting users with software-related issues, it took me a long time to comprehend some of the troubleshooting processes. This is because my training group had an abnormal introduction to working within the office. During the first couple of weeks of working at the help desk, ODU was in the middle of undergoing an integration with the medical school, Eastern Virginia Medical School (EVMS). During this process, accounts and software services were merged into one. Although we were not familiar with EVMS\u2019s systems and processes, we were expected to assist with all EVMS-related services. As a result of the merger, the ODU IT department had to familiarize itself with medical systems used by students and faculty, as well as nurses and doctors working at the Sentara Norfolk General Hospital. The ODU help desk is mostly not responsible for anything related to Sentara Hospital and the patient portal. However, I\u2019ve faced many incidents where Sentara Hospital patients reached the ODU IT Help Desk for assistance with accessing their medical information through the patient portal after the integration. Directing them to the correct contact center was necessary to comply with the Health Insurance Portability and Accountability Act (HIPAA).<\/p>\n\n\n\n

Use Of Cybersecurity Skills <\/strong><\/p>\n\n\n\n

Before my internship, I had a soft understanding of cybersecurity gained from the classroom. The principles of cybersecurity taught to me during lectures make more clear throughout my internship. There have been a wide range of concepts introduced to me during my academic career. I was familiar with learning about the more technical aspects of cybersecurity. I\u2019ve taken courses to strengthen my understanding of network protocols, programming, cyber operations, etc. Entering the ODU IT Help Desk, I found my learning experience to be more tangible, and I ended up learning more in addition to the material I learned in class. Though the technical experiences gained in class do not directly line up with my experience at the help desk, a lot of the skills I\u2019ve developed academically were transferable to a professional environment. The help desk offered a form of education that was different from the cybersecurity curriculum at ODU. At the university help desk I was offered a form of education that support my growth in practical experience through the IT field. My internship has taught me that cybersecurity is greater than understanding the technical component. At its core, cybersecurity is a combination of technology, policy, and management, which is something I\u2019ve learned through my internship at the ODU IT Help Desk. In my case, as a student technician, my responsibilities centered around managing the university’s MIDAS accounts of students, staff, and faculty. This includes setting up MIDAS accounts for new users and two-factor authentication, managing passwords, and reactivating ODU two-factor DUO mobile on mobile devices. Policies are put in place at ODU for user safety, while daily operations are considered to be an inconvenience<\/p>\n\n\n\n

Throughout my academic experience, I was frequently informed of the CIA Triad, the concepts of confidentiality, integrity, and availability. It was simple to understand on paper; however, the concept of the CIA Triad became much more interesting when applying it to the protocol I\u2019m required to take at the help desk. At the help desk, we are required to verify identities to maintain the confidentiality of MIDAS systems and user records. To ensure account security, integrity was maintained during the password reset process to prevent unauthorized access. Preserving the availability of all systems and services was of the highest priority for the IT department. It was my job as a student technician to ensure user access and resolve any access-related issues with no additional disturbances. <\/p>\n\n\n\n

Connections with ODU Curriculum <\/strong><\/p>\n\n\n\n

Many of my foundational courses for my degree have prepared me for my experience at the ODU IT Help Desk. These courses covered the basics and core principles of cybersecurity, and I was briefly introduced to topics such as risk management and access control devices and protocols. I already strong comprehension of multifactor authentication learned in class. Additionally, my time as a student at ODU has introduced me to many of the systems I assist in managing as a student technician. My curriculum has educated me on the different types of MFA and its principles. This gave me a foundational understanding of ODU\u2019s two-factor authentication system DUO Mobile. Throughout my training process, I was informed that DUO was a third-party service. Therefore, during the sign-in process to access ODU systems, two-factor authentication would be done through a third-party website before redirecting the user to the systems. Because ODU manages multiple services available for thousands of students, staff, and faculty, it is best to have the two-factor authentication system be provided as its own service.<\/p>\n\n\n\n

Evaluation of Learning Objectives<\/strong><\/p>\n\n\n\n

I\u2019m leaving this internship with valuable insights, and my confidence in my capabilities has significantly increased. My troubleshooting skills have improved since the beginning of my internship. Through my encounters with users struggling to access an application, network, or shared drive, I\u2019ve been educated on various methods of troubleshooting for a wide range of issues. These skills have also helped me in hardware diagnostics and device malfunctions. I felt I was consistently given opportunities to test my knowledge and skills at the help desk. Approaching the end of my internship, I now have a more systematic approach to troubleshooting, and I have a better sense of which methods of troubleshooting can be used for assistance in certain situations. <\/p>\n\n\n\n

My professional communication skills have significantly improved as well. While my hard skills have grown, soft skills such as communication and leadership have also been enhanced during my experience. At the help desk, I\u2019ve worked with different kinds of personalities and individuals, which allowed me to practice my active listening skills and address clients with a communication style that\u2019s most comfortable. Over time,  I have grown more confident in my communication abilities, which paralleled my ability to adapt to any situation or change of working environment. I found that I was able to clearly communicate with clients and my colleagues even in the most demanding situations.<\/p>\n\n\n\n

Before entering the help desk, one of the many things I wanted to understand was the complex operations of IT management. I recognized how fast-paced IT management actually is. There have been plentyof  occasions where I\u2019ve seen situations such as server errors, networking malfunctions, or simple human error impact the access of many users. It is in times like these that the steps taken to resolve these issues are significantly more complicated. Despite the rigor, the importance of working systems is prioritized and is expected to be resolved as soon as possible. During this process, there are numerous amount of individuals in the Information Technology department accessing, planning, and executing tasks for resolution. I was able to experience the more realistic challenges faced by IT professionals at the help desk; I understand the importance of problem analysis and the resolution process. <\/p>\n\n\n\n

Most Motivating Aspects<\/strong><\/p>\n\n\n\n

Working an internship in an environment I was already familiar with was a great motivator because I got to assist my university community. I often saw my classmates and instructors coming into the office for assistance, and it was satisfying to be able to showcase my growth and efforts. Technical and communication skills were not the only things I\u2019ve gained from working this internship. Over my time at the help desk, I found that I gained an appreciation for assisting others, which functions as my daily motivation. I was reminded of the importance of working at a help desk, and my performance significantly improved, knowing I was motivated by helping someone overcome their technical troubles. Months into my internship, my efforts were rewarded with a promotion to \u2018Lead Student Help Desk Technician.\u2019 I was assigned more responsibilities than the average student technician, and I was also trusted with overseeing the junior technicians. This promotion not only validated my growth in technician abilities, but it also acknowledged my leadership potential, my ability to assist my team, and guide others. <\/p>\n\n\n\n

Most Discouraging Aspects<\/strong><\/p>\n\n\n\n

There were many moments during my time at the ODU IT Help Desk when I left the office discouraged. While communication is one of my prominent strengths, I\u2019ve had my fair share of negative interactions with clients. Many factors lead to these types of interactions, such as frustration with technician difficulties, unrealistic expectations, or misunderstandings. My job becomes more difficult to handle; however, I\u2019ve learned from these experiences and found new methods to de-escalate difficult situations. <\/p>\n\n\n\n

Another major situation that left me discouraged was entering the help desk in the middle of an institutional integration with EVMS. As someone with no prior help desk or professional cybersecurity experience, it was difficult for me to adapt to a new working environment while being just as unprepared for a merger as my senior technicians and supervisors. I was required to learn the functionalities of ODU\u2019s systems and services as well as EVMS\u2019s. The number of IT policies and protocols introduced to me in my first few weeks working at the office was overwhelming. With the help of my team and supervisors, I was able to familiarize myself with both IT systems. <\/p>\n\n\n\n

Most Challenging Aspects<\/strong><\/p>\n\n\n\n

There were several factors that challenged me during my internship experience. At the beginning, it was hard for me to maintain a suitable schedule for my school assignments. As a full-time student, I often found myself attempting to juggle work and school. It was difficult for me to find a balance between the two, especially during exam seasons when I studied intensively. Being promoted to lead technician also increased the workload and the challenge to find a healthy balance. With the promotion, I was expected to be a more active presence at the help desk for junior technicians and trainees. I was incredibly excited to take on this role provided to me, but I was not prepared for the responsibilities and demands that came with it at first. It has been some time since being promoted, and I\u2019ve found methods to keep my priorities for both school and work.<\/p>\n\n\n\n

Recommendation For Future Interns<\/strong><\/p>\n\n\n\n

One of the most valuable non-technical skills I\u2019ve learned is professional communication and customer service. From my understanding, it comes easier for some than others. I believe, however, that anyone is capable of professional communication, no matter an individual\u2019s social experience. If there is any advice I would give future interns, it would be to embrace the open environment at the help desk and establish a strong communicative connection with not just your colleagues and supervisors, but with the clients as well. I\u2019ve learned there is so much support and insight available to you when you open up to the many connections around you. <\/p>\n\n\n\n

Documentation can be used as an extensive tool to assist with you\u2019re clients, and it is strongly recommended that you develop resources that are accessible to you. While there are resources and documentation provided to you as a student technician from the IT Department, there may be problems that have no history of resolution documented in the ODU knowledge bases. Even if it is not a recurring issue, I see it is important to keep yourself informed as much as you can. <\/p>\n\n\n\n

Lastly, I would recommend that new interns be comfortable with the amount of flexibility given to them while working at the help desk. While it is nice to have a sense of routine, it is important to be prepared for any situation that may need you to divert your attention and change priorities. This is also a learning experience and allows you to learned how to adapt to any fast-paced environment. <\/p>\n\n\n\n

Conclusion<\/strong><\/p>\n\n\n\n

As my internship with the ODU IT Help Desk is reaching an end, I can walk away being confident in my improvement as a professional. The help desk has provided me with invaluable experience, my technical capabilities have significantly strengthened, and I\u2019ve developed new skills like leadership that I\u2019m excited to build in the future. I\u2019ve gained a deeper understanding of the complexities of IT in the cybersecurity field. I acknowledge the importance of the university’s help desk for the safety of databases and account information of students, staff, and faculty at Old Dominion University. I\u2019ve grown a stronger appreciation for information security and cybersecurity during my time working at the ODU IT Help Desk. This internship experience has left me with a clearer understanding of the direction I want to take for my future career. In the future, I hope to play a more active role in implementing IT solutions, protecting user systems, and securing sensitive information. While I have a soft understanding of the processes taking place through collaborating with different IT departments at ODU, I hope to have the opportunity to advance my security knowledge and experience. I hope my joy in helping others continues to play a significant role in motivating me to pursue my career goals.<\/p>\n\n\n\n

Reflection Paper<\/strong><\/p>\n\n\n\n

IT Help Desk – Old Dominion University<\/p>\n\n\n\n

<\/p>\n\n\n\n

During my first 50 hours working as a Student Technician at Old Dominion University\u2019s IT Help Desk, I\u2019ve gained valuable hands-on experience that has allowed me to strengthen my technical and problem-solving skills. In my first exposure to help desk operations, I was offered a comprehensive understanding of a technician\u2019s responsibilities within an academic environment. I was able to understand the efficiency required to assist faculty, staff, and students. Through my learning experiences, I was able to navigate the complexities of identity management tasks and tackle the nuances of troubleshooting for various issues, both of which have significantly bettered my development in handling real-world IT incidents. <\/p>\n\n\n\n

Upon familiarizing myself with the concept of troubleshooting, I was best at tackling hardware and software-related issues. Even when addressing issues that I am not the most familiar with, allowing myself to troubleshoot to the best of my ability exposes me to new concepts and allows me to educate myself through hands-on practices. Our ticketing system, which Old Dominion provides, allows me to document, categorize, and prioritize requests and incidents. Because Old Dominion has a wide variety of services available for staff, faculty, and students, there were a vast amount of issues ranging from account lockouts, VPN connectivity, printer malfunctions, and software access or installation issues. Over time, I refined my ability to conduct systematic diagnostics and gather information independently.<\/p>\n\n\n\n

A good amount of my training and involvement was dedicated to understanding the daily operations of a help desk technician. As a student technician, although I was not permitted to perform hardware repairs, it was my responsibility to evaluate errors or bugs in a system and provide clients with a diagnosis. Due to this, I have become familiar with macOS and Windows environments. Being proficient in the operating systems allows me to identify and resolve problems to minimize technical errors and disruption for users. I have also learned to communicate issues with our clients to provide a better understanding and comprehension of related issues. Doing this not only improves customer experience, it also deepens my knowledge of possible recurring issues. Additionally, I\u2019ve gained the most experience working with virtual computing labs and learning how to troubleshoot virtual machines used by Old Dominion students and faculty.<\/p>\n\n\n\n

The most rewarding experience I\u2019ve gained was in identity management protocols. With limited administrative access, I took part in creating and securing Old Dominion user accounts. As a student technician, my job was to handle password resets and multifactor authentication-related issues. Additionally, I saw how new user accounts were set up based on departmental transfers, position changes, and student or employee status. I was exposed to all the back-end processes required for integrating user systems with Old Dominion services, such as the campus portal, Microsoft services, Canvas, etc. My training in identity management has assisted me in responding to phishing incidents. During these particular occurrences regarding phishing and compromised accounts, I\u2019ve collaborated with other cybersecurity departments to reset isolated compromised accounts in credential resets and monitor for potential data breaches. <\/p>\n\n\n\n

The first 50 hours of my internship have provided me with a strong foundation of help desk experience and IT operations. My experience working as a student technician at Old Dominion University has not only expanded my knowledge of technical support, but it has also broadened my understanding of cybersecurity and IT infrastructure. I look forward to using these skills for my future endeavors.<\/p>\n\n\n\n

Reflection Paper 2<\/strong><\/p>\n\n\n\n

IT Help Desk – Old Dominion University<\/p>\n\n\n\n

<\/p>\n\n\n\n

During the next 50 hours of working at the Information Technology Help Desk at Old Dominion University, I\u2019ve deepened my involvement with administrative support and my understanding of technical assistance has greatly improved. While my skills in technical support grew, I also gained more experience in data security, system integrations, and compliance. My performance was recognized, and I ended up being promoted to Help Desk Lead.<\/p>\n\n\n\n

One of the more challenging aspects of my experience at the Help Desk was assisting with the integration of ODU and the Eastern Virginia Medical School\u2019s IT systems. Working with my supervisors, I assisted in the unification of user accounts, digital resources, and access permissions. The most difficult part of this process was familiarizing myself with another school’s software systems, departments, and compliance. This also includes understanding the significance of working with health records and medical IT systems. <\/p>\n\n\n\n

During the process of the merger, I was introduced to the importance of the Health Insurance Portability and Accountability Act (HIPAA). Over time, I\u2019ve gained a solid understanding of how to safeguard Protected Health Information (PHI) within a university IT system. To ensure safety, I was trained to identify PHI to manage user data with email and shared drives while following HIPAA guidelines. I also learned about specific procedures relating to the Family Educational Rights and Privacy Act (FERPA) compliance. I was educated on how FERPA protects the privacy of student educational records and how it can apply to my position as a Help Desk technician. We are typically the first point of contact for staff, faculty, students, and parents. I am familiar with receiving inquiries and requests regarding other user accounts and information. It is crucial to comply with FERPA to protect the privacy of all members within a university system.<\/p>\n\n\n\n

My experience working at Old Dominion\u2019s Information Technology Help Desk has been rewarding. I have gained various transferable skills and knowledge, and with my efforts, I\u2019ve been promoted to Lead Intern. My responsibilities have expanded to leading junior technicians and accessing more systems for administrative support. Being given this role not only showcases my team\u2019s trust in my abilities but also reflects my hard work and dedication. I am eager to continue applying my skills and knowledge to further my contribution at the university\u2019s Help Desk as well as my future endeavors.<\/p>\n\n\n\n

   Reflection Paper 3<\/p>\n\n\n\n

IT Help Desk – Old Dominion University<\/p>\n\n\n\n

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Throughout my time working at Old Dominion University, I\u2019ve gained valuable experience and transferable skills that have enhanced my technical proficiency and my ability to operate in a collaborative environment. This experience has allowed me to practice my troubleshooting abilities in more advanced scenarios. Beyond developing my technical skills, I\u2019ve gained a better understanding of account management protocols. This student job has provided me with a significant amount of growth, the most valuable skill I\u2019ve developed being leadership.<\/p>\n\n\n\n

Having been promoted to lead student technician, I became better equipped to respond to my clients’ as well as my team\u2019s needs. As a lead student technician, my duties expanded beyond standard support, including mentoring and training for recently hired student technicians and junior technicians. I was able to guide my team through daily help desk tasks and operations, ensuring their ability to assist clients with proficiency. Over time, I started to notice that certain leadership styles produce different results. While it was imperative that my training assisted my team in their skills in troubleshooting efficiently, I discovered that offering a comfortable and supportive working environment during the training process was the most successful approach. I learned that providing an encouraging learning environment is a crucial part of supporting others in their personal and professional growth. I found that my team members were more comfortable making mistakes and learn by asking questions. Through my time teaching others, I noticed that people have different learning styles and paces. This allowed me to learn different styles of mentoring, tailoring my coaching methods to individual learning styles and finding the most effective strategies for developing their potential. <\/p>\n\n\n\n

My proficiency with Microsoft Office 365 services and applications was tested during my time at the university help desk. It is a critical service used by faculty, staff, and students at ODU. Microsoft offers many platforms and services that can be used for communication, scheduling, organization, and data storage. The Information Technology department at ODU manages and supports the university-managed Microsoft accounts. I learned a lot about specific services and it\u2019s compatibilities with different forms of operating systems, search engines, and privacy configurations. I gain experience in troubleshooting a range of issues, such as shared drives and folders, login issues, and synchronization between cloud services and desktops. <\/p>\n\n\n\n

The majority of my job involves troubleshooting any technical issues related to Microsoft account services. However, I have also been able to assist in guiding clients through navigating the Microsoft services for those who are not familiar with the platforms. I\u2019ve helped many users with Microsoft services like Outlook, Teams channels, and using OneNote for academic purposes. <\/p>\n\n\n\n

Overall, this internship experience at ODU IT Help Desk has significantly strengthened my foundation in technical support in both hardware and software. Over my time in assisting users with various Microsoft 365 services, I have learned many troubleshooting techniques and valuable insights into the complexities of customer service. In addition to strengthening my technical skills, I was able to evolve my professional and leadership skills. Through motivating my team members, I accomplished coaching junior technicians on help desk operations. By fostering a supportive team environment, I was able to coach junior technicians on essential help desk operations, including troubleshooting technical issues, managing MIDAS and Microsoft accounts, etc. This internship made me appreciate the collaborative nature of IT support, and I will be leaving this internship confident and my skills and capabilities.<\/p>\n","protected":false},"excerpt":{"rendered":"

Final Paper – Internship Camryn Patillo August 4, 2025 Old Dominion University – Information Technology Help Desk CYSE368 – Internship Summer 2025 Contents Introduction\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u20263 Management Environment\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u20265 Major Assignments and Projects\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026.5 Use Of Cybersecurity Skills\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026.8  Connections with ODU Curriculum\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u20269  Evaluation of… Continue Reading →<\/a><\/p>\n","protected":false},"author":21404,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_exactmetrics_skip_tracking":false,"_exactmetrics_sitenote_active":false,"_exactmetrics_sitenote_note":"","_exactmetrics_sitenote_category":0,"footnotes":"","wds_primary_avhec_catgroup":0},"_links":{"self":[{"href":"https:\/\/sites.wp.odu.edu\/capa003\/wp-json\/wp\/v2\/pages\/97"}],"collection":[{"href":"https:\/\/sites.wp.odu.edu\/capa003\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/sites.wp.odu.edu\/capa003\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/sites.wp.odu.edu\/capa003\/wp-json\/wp\/v2\/users\/21404"}],"replies":[{"embeddable":true,"href":"https:\/\/sites.wp.odu.edu\/capa003\/wp-json\/wp\/v2\/comments?post=97"}],"version-history":[{"count":2,"href":"https:\/\/sites.wp.odu.edu\/capa003\/wp-json\/wp\/v2\/pages\/97\/revisions"}],"predecessor-version":[{"id":367,"href":"https:\/\/sites.wp.odu.edu\/capa003\/wp-json\/wp\/v2\/pages\/97\/revisions\/367"}],"wp:attachment":[{"href":"https:\/\/sites.wp.odu.edu\/capa003\/wp-json\/wp\/v2\/media?parent=97"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}