Information Technology & Innovation

Service Desk Alumni

Alberto Miguel Lopez

Graduated 2021, Earth and Planetary Sciences

4.5 years with the Service Desk

 

What is your current position and what are your responsibilities?

IT Specialist III/Senior Analyst/Lead at NASA/JPL. I lead a team 30 people and we oversee daily IT operations at NASA/JPL. I am also the team’s trainer and I make sure that my team is prepared to handle the various IT challenges we see everyday. My favorite part of my job is working on NASA missions such as Perseverance, Curiosity and Voyager!

How does your service desk experience help you with your job now?

My service desk experience at WCSU helped me get a job at JPL. I learned a lot while working with Ray and my coworkers. I built my technical and customer service skills. I learned how to navigate the IT world and deal with various challenges.

Would you recommend WCSU students work at the service desk?

Definitely. Working for the WCSU IT Service Desk was quite a positive experience for me and I highly recommend it to those looking for a job that will build your technical and customer service skills.


Peter Delcogliano

Graduated 2021, Management Information Systems (MIS)

1 year with the Service Desk

What is your current position and what are your responsibilities?

My current position is Logistics Coordinator for a food distribution company. I am the primary point of contact for buyers to confirm the status of inbound orders. I am also responsible for proactive outreach to carriers to confirm missing delivery appointments, following up on past-due orders, and updating delivery dates based on carrier feedback.

How does your service desk experience help you with your job now?

The service desk made me better at communicating with clients and customers and provided me with a place to hone my technical skills. I use a lot of the technical skills I learned at the service desk daily to provide support to not only my team but others that require assistance.

Would you recommend WCSU students work at the service desk?

I would 100% recommend working at the service desk. The work environment is fantastic to be a part of, and the work itself helps to provide real-world work experience to bridge the gap between college and the working world.


Caitlin Byrne

Graduated 2021, Management Information Systems (MIS)

2 years with the Service Desk

What is your current position and what are your responsibilities?

I am currently an IT Service Delivery Administrator for a company. I work on a team of 6 for internal IT (IT for the company’s employees). The people I work with are so incredibly smart. One guy focuses on Windows devices & Intune, another specializes in Mac and Jamf. Someone else deals with automation, leaving the last two as my managers. My direct manager helps oversee the service desk, while the other oversees all operations. I’m 4 days remote, and 1 day in NYC. I go to the office in the city to wipe laptops & ship them out to employees. On the days I am remote I assign licenses, complete data transfers, remove permissions from off-boards, etc. It’s honestly my dream job, I am so excited to further my learning at this company and in my field. Creating support documentation, knowledge of ticketing systems, experience with Windows & Mac devices, and Jamf from the service desk has helped me get this position.

How does your service desk experience help you with your job now?

Where should I start, the service desk has genuinely changed my life. Going into the service desk, I was a marketing major, and before that, nursing. I wasn’t too sure what I wanted to do in life. After working at the service desk, I realized the need for people in the tech field; every business needs a tech person. I switched my major to management information systems, and my tech journey began. The service desk gave me a starting foundation with ticketing systems. Not only this, but sought-after skills with being knowledgeable in Office 365, and experience in Azure, Jamf, Zoom, Jabber, and more. In interviews following the service desk, I could boast about working directly with professors, different academic offices (including financial & registrars), and the occasional Deans office. I had a contract position working remotely as a Tier 2 System Support Analyst for a K-12 testing company for 5 months following graduation, for which my pay was doubled. My knowledge of ticketing systems and working with different types of people is what secured me that position. After the contract ended, I got a job as an IT Service Delivery Administrator, my current position, where the pay from the service desk, where I was about 5 months prior, had almost quadrupled. The opportunities in tech are endless. I recommend anyone unsure of what direction to take to get involved in tech and to work at the service desk. This foundation will essentially guarantee you job security out of graduation!!

Would you recommend WCSU students work at the service desk?

yes yes yes yes yes yes yes. If I wasn’t at the service desk, I have no idea what I’d be doing now. Ray was the best boss I could have asked for. He taught me so much & wants the best for all his students. Ray will go out of his way for his students. I’ll never forget the first day of training I had at the service desk, Ray brought me donuts & a coffee- just shows what kind of person he is. Working at the service desk gave me the skills that I needed to advance in my field.


Adrian Murtishi

Graduated 2022, Management Information Systems (MIS)

1 years with the Service Desk

What is your current position and what are your responsibilities?

My current position is as an IT Technician. I assist with on-site end-user support and work on various IT projects. Examples include imaging/deploying hardware, conference room set-ups, Active directory edits and configurations, Group Policy Edits, and Mobile Device management profiles via Microsoft Endpoint.

How does your service desk experience help you with your job now?

My service desk experience prepared me for remote desktop support in both Mac and PC environments. I was able to learn about applications like Azure and Exchange admin which helped me in my current role by giving me the experience I needed to navigate through them. Working with end-users over the phone also helped with assisting those who are not as proficent with technology.

Would you recommend WCSU students work at the service desk?

I would highly recommend working at the service desk during your time at WCSU. You learn real-world skills in a comfortable setting. Skills you can use in your professional career and personal life. You are always learning something new and you make an impact on both students and faculty. It’s honestly one of the best jobs I’ve had.


Luis Corona

Graduated 2019, Management Information Systems (MIS)

3.5 years with the Service Desk

What is your current position and what are your responsibilities?

I am an Account Manager at a company that develops cutting-edge software solutions for insurance companies. My responsibilities include serving as a liaison between our software development team and a portfolio of large clients. My typical workday involves scheduling meetings with managers as well as c-suite level executives at these companies to discuss the development and implementation of our software. My primary goal is to ensure that our clients are able to implement our product to improve their workflow and grow their business. This includes facilitating communication between my clients and our implementation team to ensure that my clients receive all the training they need to use our product. My other responsibilities include providing product demonstrations to potential new clients. My current role also gives me the opportunity to travel and visit client sites around the country.

How does your service desk experience help you with your job now?

Many of the concepts that I learned while working at the service desk and in other IT roles carried over to my current career in business. The major ones being time management and efficiently managing my workload. I’m very grateful that I was able to learn the true value of scheduling out my tasks throughout the day to make sure everything that needs to get done, gets done. I also feel that my time at the service-desk helped me further develop a strong work ethic, problem-solving skills as well as an understanding of how crucial teamwork is. Although my current role is more of business-centered one, a strong technical knowledge is a great asset in almost any role. The help desk also taught me how to balance a job and academic studies, which was crucial when I decided to pursue and complete my MBA full-time in 2021.

Would you recommend WCSU students work at the service desk?

Absolutely, I couldn’t have asked for a better job to have had while I was in college. It was a fantastic opportunity, and I was able to work with awesome teammates at the service desk and with the talented staff within the WCSU IT Department to complete major projects. I also personally saw the service desk be a great opportunity for both commuter and resident students to meet new people and become more involved on campus. I can genuinely say that I met people while working at the service desk that would go on to become life-long friends. I was also able meet professors and staff that I maybe otherwise would not have of had the opportunity to. Working at the service desk is a great opportunity for any WCSU student looking to develop new skills and prepare for a job after graduation.