Things at the internship have slowed down into what I can only describe as “routine.” I’ve gotten pretty efficient at the basic tasks and fixes common to client services support. However, I did have a great result from my previous interaction with the CEO. He took the time to go to the VP and Department Head of Code I to praise my customer service and his experience with me.
The rest of the analyst in the shop started calling me Kevin 2.0, new and improved. Apparently, the previous intern they had was also named Kevin, so I have been nicknamed. I’ve been reimaging laptops, upgrading RAM in the laptops and discovering honestly how… inadequate some End Users are. I don’t want to call them stupid, but so many of the issues that I have to fix are just operator error. Lack of training or education maybe, but at the same time, in this day and age in the corporate world, that lack of knowledge is almost negligent of the End User. With that in mind, I am starting to identify ways to improve efficiency with trouble tickets. Which I will have the opportunity to present towards the end of this internship to multiple VPs and the CEO with the internship’s “capstone” project. One of those things is requiring locations be provided with the trouble tickets. Approximately 95% of the tickets don’t have a location of the End User and their problem provided, so the analyst has to take that extra time to contact the End User to find out where they are. If the location was already provided, I might be able to just swing by and fix the User’s monitor issue, instead of having to wait for the User to respond and tell me what cubicle I might find the User.
I hope to find more ways to improve efficiency and maybe educate some of these users.
