Ty Carr
Reflection Paper 1 or 2 or 3…
Date: 6/12/2025
ODU Summer 2025
Professor Teresa Duvall
TA Ashley Robinson
Internship Reflection Paper
(First) 50 Hours
Working as an Internal IT Intern role for 50 hours has given me invaluable hands-on experience in technical support, hardware management, and enterprise IT systems. From onboarding and networking on Day 1 to actively resolving tickets and imaging machines, I progressively built both my technical knowledge and my confidence in a corporate IT setting.
On Day 2, I received my first ticket: sourcing hardware for an administrator and properly documenting the process in our asset management system (Snipe-IT). I learned how to wipe and re-image laptops using Command Prompt, preparing them for redeployment. Day 3 deepened my understanding of computer science concepts, including number systems and binary, and how IP addressing works.
By Day 4, I applied my learning independently by teaching myself hexadecimal translation. I handled admin-level requests like installing Adobe Acrobat manually and assigning software licenses to users through Snipe-IT, all while continuing device imaging and hard drive wiping. These tasks taught me the real-world impact of even routine IT functions.
Day 5 emphasized documentation, asset assignment, and permission management. I issued licenses, granted admin permissions, and assigned hardware to new hires. By Day 6, I was troubleshooting networking issues, performing hard resets, and preparing machines for remote associates, even boxing and shipping out equipment. I also explored the infrastructure we’ll soon be upgrading, including attic wiring projects.
The value of hands-on technical problem-solving and the importance of documentation and process discipline are the most important things I’ve learned. Further, I have developed a deeper appreciation for structured troubleshooting—understanding that behind every software or hardware issue is a logical path to a solution. These lessons will serve me well not just in IT, but in any technology-driven environment.
Working directly with full-time employees and administrators has helped me develop communication skills that are essential when translating technical issues to non-technical users. I’ve also learned how to manage my time, prioritize tickets, and independently follow through with assigned tasks. This internship has shown me the importance of initiative, accuracy, and accountability.
In addition to work, I took time outside the internship to strengthen my technical skills. I researched binary and hexadecimal systems, practiced IP translation, and reviewed networking fundamentals to support the tasks I was doing at work. This proactive learning allowed me to contribute more effectively to the team and take on more complex assignments with confidence.
I also began to understand the broader IT ecosystem, including how user permissions, software licensing, and device provisioning are connected to an organization’s overall productivity and security posture. This big-picture thinking has motivated me to pursue more certifications and training in enterprise IT support and cybersecurity.
Overall, the first 50 hours have laid a strong foundation in technical support and systems administration. They’ve shown me how even interns can add real value to a team when given the tools, trust, and guidance to succeed. I now feel more prepared to continue my path in IT and more confident in my ability to support users, maintain systems, and think critically when resolving complex challenges.
Internship Reflection Paper
(Second) 50 Hours
Working as a cybersecurity intern for 50 hours has given me invaluable experience in both the technical and professional aspects of the field. I have learned how to apply classroom knowledge to real-world situations and how to communicate and collaborate within a professional IT environment. From hands-on networking to performing analyses and onboarding new associates, these experiences have reinforced my passion for cybersecurity and increased my understanding of IT operations.
The value of adaptability and thoroughness is the most important thing I’ve learned. Further, each day presented new challenges that required quick thinking and attention to detail. For example, during my seventh day, I tested networks and helped set up Ethernet connections on smart desks for associates. I elaborated on the gap analysis by integrating findings into SharePoint and enhanced my technical vocabulary, learning distinctions such as between hashing and encrypting.
In addition to work, I contributed to team collaboration and cross-functional communication. On day eight, I prepped for onboarding incoming associates and participated in a team sync with our associate in India. Later that day, I engaged in physical networking, helping to run Ethernet cables throughout the building with my coworker, Finn.
Day nine focused on verifying our work, as Finn and I tested the cables, confirmed their effectiveness, and spent the remainder of the day running fibers. I also learned about offboarding associates without company tools such as JumpCloud and Snipe. I stayed late that day to ensure the fibers were successfully installed.
On day ten, I arrived early to assist with onboarding, ensuring new hires had proper access to company applications and websites. I verified their ability to log in and helped confirm their recovery emails. Later, I performed a Gap Analysis in Excel to determine how many computers required upgrades.
Day eleven began with preparation for a company town hall. I continued the Gap Analysis on company computers and encountered a case where an employee believed her computer had been hacked. She described a USB issue that redirected her browser to a suspicious Microsoft Windows page. I asked her to check the URL for http or https. I tested her USB on my own computer and found no issues. Later, I prepared laptops for outgoing employees.
By day twelve, I had completed the Gap Analysis. During this time, I wiped and imaged four new computers and installed new hard drives. I also provided a ready laptop to a manager in need, showing the importance of preparation and responsiveness in IT support.
Overall, the first 50 hours have been extremely rewarding. Each day has brought a mix of technical tasks, problem-solving, and collaboration, all of which are critical in the field of cybersecurity. This internship has allowed me to grow not just in skills but in confidence, preparing me for further roles in the industry.
Internship Reflection Paper
(Third) 50 Hours
My recent helpdesk internship has been one of the most important steps in my journey toward a career in cybersecurity. This experience gave me hands-on knowledge in technical support, user management through JumpCloud, and networking basics like IP addressing, binary, and VLANs. More importantly, it helped me discover my interest in cybersecurity and inspired me to begin studying for the CompTIA Security+ certification.
Learning on the Helpdesk
Working on the helpdesk taught me how to handle a wide range of user issues. I helped people with forgotten passwords, account lockouts, software problems, and network connectivity issues. These tasks helped me improve my problem-solving and communication skills. I learned how to ask the right questions, how to stay patient with frustrated users, and how to explain technical steps in a way anyone could understand.
I also learned the value of documentation. Whenever I found a solution to a problem, I wrote it down so I could reuse it later or share it with the team. Over time, I became more confident and more efficient at solving problems without needing to ask for help every time.
Getting Started with JumpCloud
One of the main tools I used during my internship was JumpCloud, a cloud-based platform that helps manage user accounts and devices. I used it to create new users, reset passwords, assign groups, and apply security policies to laptops and desktops.
Using JumpCloud helped me understand the basics of identity and access management. I saw how important it is to limit access to sensitive data and to make sure that users only have the permissions they need. I also learned how to enforce multi-factor authentication and apply consistent security settings across many devices at once.
JumpCloud showed me that good security starts with managing users and devices the right way.
Networking: Binary, IPs, and VLANs
Before my internship, I had learned about IP addresses and binary in class, but working with them in real-life situations helped everything click. I learned how to convert IP addresses into binary, how subnet masks work, and how to figure out how many devices can be on a network. Understanding IP addressing helped me troubleshoot connection issues more effectively.
I also worked with VLANs, which are used to separate traffic on a network. For example, HR devices could be on one VLAN, while Finance devices are on another. This helps keep networks secure and organized. I helped configure VLANs and learned how they work with switches and routers.
Seeing how networking works in action made me realize how every part of IT is connected and how each part needs to be secure.
As I continued working, I started noticing how security plays a role in almost everything we do. Whether it was setting strong passwords, making sure devices were updated, or managing who could access what, every decision had an impact on the organization’s safety. That’s when I started becoming more interested in cybersecurity.
I learned about the CompTIA Security+ certification and saw that it covers many topics I have already started to learn: access control, network security, threat detection, and more. It felt like the perfect next step for me. I’ve started studying for it and plan to take the exam soon.
Moving Forward
This internship gave me more than technical skills it gave me direction. I now know I want to work in cybersecurity and help protect systems, users, and data. I’m excited to keep learning, earn my Security+ certification, and take the next step in my IT career.
What started as a helpdesk internship has turned into a clear path forward, and I’m proud of how far I’ve come.
Introduction I chose to intern at Decisions Software Company because of its strong reputation in automation and how well it aligned with my goals in IT and cybersecurity. As someone working toward a career in cybersecurity, I saw this internship as the perfect opportunity to develop my hands-on experience and apply my classroom learning in real-world situations. I wanted to gain practical helpdesk experience, which would allow me to better understand how user support, system troubleshooting, and IT service delivery are handled in a professional environment. I also aimed to apply my knowledge of networking and computer architecture, including skills related to IP addressing, subnet masks, MAC addresses, switches, routers, and VLANs. This was important to me because these are core technical concepts that I will need in any future IT role. Most importantly, I hoped to build a stronger foundation in cybersecurity, especially in areas that connect directly to Security+ certification objectives. I knew that working in a real IT environment would give me the chance to see how cybersecurity practices are implemented, what threats professionals deal with every day, and how technical tools are used to defend systems. This internship has helped me achieve all of these learning goals and has made me more confident in my decision to pursue a career in this field.
Company Background and Orientation Decisions Software Company is a leading provider of workflow automation tools, primarily serving industries like healthcare, finance, and government. The company offers software solutions that help organizations automate complex business processes without the need for traditional coding, which I found very interesting before I ever applied. Their platform is known for its flexibility and visual interface, allowing users to design custom workflows, integrate with existing systems, and improve operational efficiency. With a growing client base and a reputation for innovation, Decisions has positioned itself as a trusted partner in digital transformation.
During the orientation phase of my internship, I was introduced to the core systems and tools used by the internal IT department. This included ticketing systems, internal communication platforms, and remote support tools. I was also given an overview of the company’s IT infrastructure and how the helpdesk fits into broader business operations. One of the first things I noticed was how professional, organized, and welcoming the team was. I had the opportunity to meet each member of the IT department, Finn, Jacob, William, including my direct supervisor, Elliot, and other Compliance coworkers like Rick and Lazar. They walked me through the processes for logging and resolving tickets, managing user accounts, and maintaining security protocols.
Training also included shadowing helpdesk staff as they responded to support tickets, troubleshooting hardware and software issues, and setting up user devices. This initial exposure helped me understand the expectations for my role and how I could contribute to the team. My first impression of the company was very positive. The environment felt collaborative and supportive, which made me feel comfortable asking questions and eager to learn more. Everyone was willing to share their knowledge, and there was a strong sense of teamwork. From day one, I felt that I was in the right place to grow my skills and learn from experienced professionals.
Management and Work Environment The IT department at Decisions Software Company is structured with Elliott, who oversees a small, close-knit team of technicians. The team works collaboratively, which creates a strong support system. From the beginning, I received clear instructions and expectations for my role, which helped me stay focused and organized. Regular feedback from my supervisor made it easy to track my progress and identify areas where I could improve. I was encouraged to ask questions, and every team member was approachable and willing to offer guidance when needed.
The management style was hands-on but not overbearing, allowing me to take responsibility for my work while still having access to help when necessary. We held regular team check-ins to discuss ticket resolutions, ongoing projects, and system updates. This kept everyone informed and aligned with department goals. I appreciated how the leadership encouraged continuous learning and emphasized the importance of strong communication and problem-solving skills.
The work environment was professional yet friendly, and I always felt that my contributions were valued. There was a clear structure for handling issues, and the team’s ability to manage tasks efficiently made the workplace run smoothly. This positive environment played a big role in making my internship both productive and enjoyable. Overall, the supportive management and collaborative culture helped me learn faster and become more confident in my abilities
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Internship Duties and Projects During my time at Decisions Software Company, I worked on a variety of tasks that helped support the IT department and the wider organization. One of my main responsibilities was resolving helpdesk tickets. These tickets included issues like password resets, software troubleshooting, hardware malfunctions, and general technical support. By handling these tickets, I learned how to identify problems quickly, communicate clearly with users, and follow structured processes for solving issues efficiently. I also became more comfortable using tools like Active Directory and JumpCloud to manage user accounts and permissions, which helped ensure secure access to the company’s systems.
Another important duty I took on was helping with the setup of new employee devices. This included imaging laptops, installing required software, configuring network access, and ensuring security settings were correctly applied. Through this work, I gained hands-on experience with endpoint management and device deployment best practices. In addition, I played a supporting role in a large inventory audit. We reviewed all IT equipment across departments to confirm asset tracking records, and this project helped the company identify unused or outdated equipment and improve resource planning.
One of the more technical projects I supported involved configuring a new VLAN (Virtual Local Area Network) to improve network performance and enhance internal security. I assisted the senior technician in planning the network layout, labeling ports, and testing connectivity. This project helped me better understand how VLANs segment traffic and reduce risks. All of these experiences showed me how each task, whether large or small, plays a role in maintaining business continuity, protecting data, and keeping operations running efficiently.
Cybersecurity Skills in Practice Before starting my internship, I had a basic understanding of cybersecurity concepts from my classes, but I hadn’t seen how they were used in everyday work. During the internship, I saw firsthand how cybersecurity is part of the IT team’s daily routine. I worked with access control tools like Active Directory, where I learned how to give users the right level of access to systems and data. This helped me understand how user permissions are tied to security policies.
I also saw how the team monitored endpoint protection, such as antivirus and malware detection tools. These tools were used to make sure that laptops and desktops stayed safe from threats. If an alert was triggered, the IT team would respond right away to check and fix the issue. This showed me the importance of quick action when dealing with possible cyber threats.
Another key part of my experience was helping with phishing email reports. When users received suspicious emails, they would send them to the IT team for review. I learned how to spot red flags in emails and use tools to analyze potential phishing attempts. This made classroom lessons about social engineering and email attacks feel much more real.
Working on these tasks gave me a better understanding of the Security+ topics I’ve been studying, like threat detection, risk management, and access control. Seeing cybersecurity tools and practices used in real-world situations helped me connect what I’ve learned in class with what’s needed on the job. It made me more confident and excited about continuing to grow in this field.
Classroom Knowledge vs. Real-World Experience ODU classes gave me a strong foundation in networking, IP addressing, and computer hardware. These skills helped during the internship. I also encountered tools like EDR systems and VLAN setups for the first time, which expanded my knowledge beyond the classroom.
Internship Goals and Reflections: My internship goals were fully met: I gained real helpdesk experience, applied technical knowledge, and expanded my cybersecurity skills. I now feel more confident working in IT and better prepared for my future career.
Highlights and Challenges. The most exciting part was working with network infrastructure and learning from experienced staff. The biggest challenge was understanding how everything connects in a live environment. The most frustrating part was not having full system access, but I still learned a lot by observing and asking questions.
Advice for Future Interns: Future interns should review networking basics, IP addressing, and cybersecurity terms. Communication skills and curiosity are also key. Ask questions, take notes, and be ready to learn.
Conclusion: This internship was a major step in my learning journey. It gave me hands-on experience, clarified my career path, and made me more confident in my skills. I now plan to take more cybersecurity courses and pursue Security+ certification. Long-term, I want to work in cybersecurity or IT operations, and this internship has given me a strong foundation to build on.
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