Jeffrey Kwame
02/14/2025
Reflection #1

Over the past 50 hours, I have gained valuable hands-on experience troubleshooting computer issues and assisting users with resolving technical problems. This experience has enhanced my problem-solving skills, deepened my understanding of system operations, and improved my ability to communicate effectively with users who may not have a technical background.

One of my primary tasks involved helping users restart their computers to resolve performance issues. While this may seem simple, I quickly realized that many users are unfamiliar with why a restart can be an effective solution. Explaining the importance of clearing temporary files, refreshing system processes, and eliminating memory leaks became an essential part of my role. I learned to break down technical concepts into easy-to-understand explanations, ensuring users felt comfortable and informed throughout the troubleshooting process.

Another critical aspect of my work was identifying and removing viruses from infected systems. This required me to use antivirus tools and malware removal software effectively. I encountered various types of malware, from adware slowing down performance to more severe threats that compromised user data. Through this process, I developed a keen eye for recognizing infection symptoms and implementing appropriate solutions. Additionally, I educated users on best practices for preventing future infections, such as avoiding suspicious email attachments, keeping software up to date, and utilizing reputable security programs.

This hands-on experience has reinforced my passion for cybersecurity and IT support. I have realized the importance of patience, attention to detail, and effective communication when assisting users. Moving forward, I aim to expand my knowledge in advanced troubleshooting techniques and security protocols to provide even better support in the future.

In conclusion, these 50 hours of troubleshooting and virus removal have been instrumental in my growth as an IT professional. I have not only refined my technical skills but also strengthened my ability to assist and educate users. This experience has solidified my interest in pursuing a career in cybersecurity, where I can continue to protect and support users in an increasingly digital world.

Reflection 2

Name: Jeffrey Kwame
Date: 02/23/2025

Throughout my 50 hours this intership, I have dedicated significant effort to studying various aspects of software, particularly in the realm of cybersecurity. This experience has deepened my understanding of software vulnerabilities, security protocols, and best practices for protecting systems from cyber threats.

One of the key topics I explored was secure coding principles, which emphasize writing software that minimizes vulnerabilities. I also examined various security tools used for software analysis, such as static and dynamic analysis techniques. These tools help detect vulnerabilities before deployment, reinforcing the importance of proactive security measures.

Additionally, I studied common software exploits, including buffer overflows and injection attacks. By understanding how attackers exploit weaknesses, I gained insight into effective mitigation strategies. This knowledge reinforced the need for software developers and cybersecurity professionals to work closely to ensure secure application development.

Beyond technical skills, this experience emphasized the importance of continuous learning in the cybersecurity field. Software security is an evolving landscape, and staying up to date with the latest trends and threats is crucial.

Conclusion

Studying software security has given me valuable insights into the complexity of securing applications. Understanding vulnerabilities and implementing security best practices is essential in the field of cybersecurity. I look forward to applying these concepts in future projects and deepening my expertise in software security.

Jeffrey Kwame 

Reflection 3

February 24, 2025

Reflection Paper: Internship Experience with ServiceNow

Over the past 150 hours of my internship, I have gained valuable hands-on experience using ServiceNow, a platform designed for managing IT service requests and support tickets. Working with this software has enhanced my understanding of service management, problem-solving, and user support within an organization. One of my primary responsibilities has been handling tickets submitted by students and staff. Each ticket represents a unique issue, ranging from login difficulties to system access requests. This role has strengthened my ability to diagnose problems, prioritize tasks, and communicate effectively with users to ensure timely resolution. I have learned how to categorize and escalate tickets based on their complexity, allowing me to gain insight into the workflow of an IT service desk. A significant takeaway from my experience with ServiceNow is the importance of documentation and organization. Keeping detailed notes within tickets ensures a smooth handoff between team members and maintains a record for future reference. I have also developed a deeper appreciation for automation in IT service management, as ServiceNow’s workflows help streamline repetitive tasks and improve efficiency. Challenges, such as troubleshooting unfamiliar issues or managing a high volume of requests, this internship has helped me develop critical thinking skills and a systematic approach to problem-solving. Overall, my experience with ServiceNow has been both educational and rewarding. It has provided me with practical IT service management skills that will be valuable in my cybersecurity career. I look forward to applying these lessons in future roles and continuing to build my expertise in the field.

 Final Internship Paper 

Date: 5/09/2025 

Student’s Name: Jeffrey Kwame

Name of Employer: ODU IT Help Desk 

Name of Company: Old Dominion University 

Internship Class Name: CYSE 368/Internship 

Term: Spring 2025

Table of Contents 

1. Introduction 

2. Company and Internship Overview 

3. Management Environment 

4. Work Duties, Assignments, and Projects 

5. Use of Cybersecurity Skills 

6. ODU Curriculum and Internship Connection 

7. Internship Objectives Assessment 

8. Motivating Aspects 

9. Discouraging Aspects 

10. Challenging Aspects 

11. Recommendations for Future Interns 

12. The Student Experience at ODU IT Help Desk 

13. Conclusion 

1. Introduction
My decision to pursue an internship at the ODU IT Help Desk was motivated by a strong desire to gain practical, hands-on experience in the field of cybersecurity—particularly within a university setting. While my coursework at Old Dominion University (ODU) provided me with a solid theoretical foundation, I understood the importance of applying that knowledge in a real-world environment. I was especially drawn to the ODU IT Help Desk because it supports a large and diverse user base and plays a vital role in maintaining the university’s technology infrastructure.

Through this internship, I aimed to achieve several specific learning outcomes. First, I wanted to enhance my technical skills in areas such as user support, troubleshooting, and security awareness. Second, I sought to improve my professional communication and collaboration abilities—skills essential for success in any workplace. Lastly, I hoped to gain a deeper understanding of the daily operations of a university IT help desk and its contribution to the institution’s mission.

2. Company and Internship Overview
The ODU IT Help Desk is the primary technology support center at Old Dominion University. It provides a broad range of services for students, faculty, and staff, including assistance with software and hardware issues, user account management, troubleshooting, and security education. As a part of the university’s IT department, the Help Desk plays a crucial role in ensuring the smooth operation of the academic, research, and administrative functions across campus.

During orientation and initial training, I received a comprehensive overview of department operations, service protocols, and university technology resources. I was impressed by the team’s commitment to excellent customer service and professional development. My first impressions were highly positive, and I was eager to contribute to the Help Desk’s mission.

3. Management Environment
The management environment at the ODU IT Help Desk was structured and supportive. Under the supervision of Stefan Hancock, I received clear expectations, regular feedback, and opportunities to grow professionally. The overall structure promoted open communication, regular team meetings, and employee empowerment, creating a collaborative and engaging workplace. This well-organized environment greatly enhanced my learning experience.

4. Work Duties, Assignments, and Projects
Throughout the internship, I was assigned a variety of responsibilities that allowed me to apply classroom knowledge in a real-world setting:

• Password Resets and Account Management: A major portion of my role involved assisting users with password resets and account access. I verified identities, walked users through the reset process, and provided education on secure password practices—vital for protecting university systems from unauthorized access.
  (See Appendix A: Reflection 1)
  
• Troubleshooting: I diagnosed and resolved issues related to software, hardware, network connectivity, and system access. This minimized downtime and helped ensure efficient operations across campus.
  
• User Support and Redirecting: I served as a first point of contact for users, addressing concerns, guiding them through basic procedures, and escalating more complex issues to the appropriate departments—ensuring prompt and effective resolutions.
  
• Phishing Awareness and Response: I analyzed suspicious emails, educated users about phishing scams, and reported incidents to the relevant cybersecurity teams. These efforts played a key role in protecting the university from malware and data breaches.
  (See Appendix B: Reflection 2)
  

5. Use of Cybersecurity Skills
The internship provided numerous opportunities to use and build upon my cybersecurity skills, particularly in access control, phishing detection, and security awareness. I applied classroom knowledge to real-world scenarios like user identity verification and security-related troubleshooting. This experience emphasized the critical role of user education and front-line support in maintaining a secure university IT environment.

6. ODU Curriculum and Internship Connection
The cybersecurity curriculum at ODU prepared me well for the internship. Courses such as CYSE 310 (Introduction to Networking) and CYSE 420 (Operating Systems Security) gave me foundational knowledge that I applied daily—especially in understanding network protocols and resolving connectivity problems.

However, the internship also exposed me to new tools and skills not covered in class, including the use of ticketing systems and department-specific procedures for handling user requests. This blend of theory and hands-on experience allowed me to bridge the gap between academic learning and practical application.

7. Internship Objectives Assessment
Reflecting on the objectives I set at the start of my internship, I am pleased to report that I achieved them:

• Enhanced Technical Skills: I strengthened my ability to support users and resolve technical problems efficiently in a real-world university IT environment.
  
• Improved Communication and Collaboration: Daily interaction with users and colleagues improved my ability to communicate clearly, handle challenges professionally, and work as part of a team.
  
• Understanding of Help Desk Operations: I gained valuable insights into the critical role help desk staff play in supporting the university, upholding security policies, and addressing incidents swiftly and effectively. 

8. Motivating Aspects
One of the most motivating parts of my internship experience was the opportunity to directly assist students, faculty, and staff in resolving their technical issues. Knowing that my efforts helped others and contributed to the university’s cybersecurity and IT efficiency made the work especially rewarding. I found the fast-paced nature of the Help Desk environment engaging and appreciated the constant variety of challenges. Working alongside experienced professionals in a collaborative and encouraging setting also inspired me to keep improving and made me feel like a valuable part of the team.

9. Discouraging Aspects
The most difficult aspect of the internship involved handling interactions with frustrated users experiencing technical problems. At times, it was challenging to remain composed when under pressure. However, these situations turned into valuable learning opportunities. I developed greater patience, empathy, and conflict-resolution skills, which strengthened my ability to provide high-quality customer service—even during stressful moments.

10. Challenging Aspects
A major challenge during my internship was the need to quickly understand and resolve unfamiliar technical problems, often under time constraints and with multiple user requests. This required me to stay calm, think critically, and manage my workload efficiently. I overcame these challenges by seeking guidance from more experienced colleagues, taking initiative to research and study independently, and consistently practicing problem-solving in real time.

11. Recommendations for Future Interns
Based on my experience, I would offer the following advice to future interns at the ODU IT Help Desk:

• Build a strong foundation in networking and operating systems. These technical fundamentals are crucial for troubleshooting effectively in a university IT environment.
  
• Sharpen your communication and interpersonal skills. You’ll need to interact with a diverse community of users, often with varying levels of technical knowledge.
  
• Be patient and empathetic. A help desk role is customer service-focused. Approaching each user with understanding, especially in an academic setting, will enhance your effectiveness and professionalism.
  
• Be proactive. Don’t hesitate to take initiative—whether it’s asking questions, learning new tools, or proposing improvements.
  
• Stay adaptable and eager to learn. The IT field is constantly evolving, and embracing change is essential for long-term success.
  

12. The Student Experience at ODU IT Help Desk
As a student working at the Help Desk, I gained a unique understanding of the technology issues my peers face. Whether it was helping resolve simple connectivity problems or assisting with more complex software issues, I found it incredibly rewarding to support fellow students directly. These interactions taught me how to explain technical concepts in clear, accessible terms, which strengthened my communication and problem-solving skills.

Working alongside other student employees created a supportive environment where we could learn from each other and collaborate as a team. This sense of camaraderie made the workplace more enjoyable and fostered strong teamwork and mutual respect.

Balancing academic responsibilities with my Help Desk duties also taught me essential time-management and organizational skills. The experience gave me a better appreciation for the behind-the-scenes work that keeps the university running smoothly and highlighted how important IT support is to student success.

13. Conclusion
My internship at the ODU IT Help Desk was an incredibly valuable experience that helped me grow both technically and professionally. It deepened my understanding of cybersecurity in a real-world context and sharpened my skills in user support, troubleshooting, and communication. I am especially grateful to Professor Duvall for connecting me with Stefan Hancock and helping facilitate this opportunity.

This experience confirmed my interest in pursuing a career in cybersecurity and helped me appreciate the critical role help desk professionals play in protecting organizational assets and supporting users—especially in a university setting. I’m confident that the practical knowledge, experience, and skills I gained during this internship will make me a stronger candidate for future roles in the field and prepare me to make meaningful contributions to the cybersecurity profession