Meet the Service Desk Staff
Raymond J. O'Brien III
Customer Support Center Manager
I want to introduce the WCSU community to our student driven IT&I Service Desk. The IT&I Service Desk gives students real world experience in a fast paced, technologically driven education environment where they get to broaden their IT, customer service, and problem-solving skills. WCSU students help faculty, staff, fellow students, and classmates with a wide range of IT issues including but not limited to login issues, technical support issues, and browser related issues.
Students that graduate WCSU and that have gained experience while working on the WCSU service desk, have picked up fantastic jobs in the work force. Please take a look at our alumni page to see what a few of our WCSU service desk alumni have been up to. As the manager of the service desk, I get to use my 20+ years of experience in WCSU’s IT department to mentor my team and build up their technical problem-solving skills and customer service skills which they can use after they graduate.
I am proud of our student service desk team and the help they provide day in and day out to the WCSU community. If you are a member of the WCSU community and need to report an issue, please report your issue using any of the methods at the bottom of this page. We look forward to helping you.
Mario Rodriguez
University Assistant
Graduated 2016
History w/ JLA minor
I worked at the Service Desk for three years as a student, and I have been working as a UA for two years now.
I like writing movie scripts and short stories, playing Magic the Gathering and video games, reading nonfiction history books, reading and collecting comics
Has the service desk experience helped you in any other jobs that you have worked? How so?
A general knowledge of running apps and programs came in handy during jobs I held before the pandemic. With the exponential increase of technology synergized into every day office life, my exposure to IT related services and products has grown immensely. Being able to run general diagnostics on most applications and programs has increased my productivity and also allowed me a role where I can teach others to do the same. I have also been able to utilize that same knowledge in the past to create a product for a client or enhance work before submission. It is also worth noting that it has given me a cutting edge among a field of candidates when interviewing for jobs in the past.
What do you like about working on the service desk?
Due to hands-on approach we have taken at the desk, we are exposed to new and emerging technologies every day. We have been challenged with first time errors on products we never existed prior to a service ticket coming our way. I have also been introduced to new hobbies and interests as a result of that never ending exposure at work.
Would you recommend WCSU students work at the service desk?
Our team has a very coordinated order of operation that is supported by a cooperatively driven team. We mesh pretty well as a group of colleagues. Our boss is pretty cool, too!
Logan Schaab
Joined Spring 2022
Junior
Finance / Management Information Systems (MIS)
My goal is to build strong networking within the workforce and continue to build my skills in Finance after graduation.
I enjoy video games, sports, statistics, hiking and outdoor activities.
Why did you want to join the Service Desk?
I wanted to join the Service Desk to build on my basic computer skills, as well as develop my communication skills.
What have you learned while on the Service Desk?
I have learned how to utilize several different software, as well as some of the basic functionalities of computers. I have also learned how to maintain patience when troubleshooting issues, since not all issues are resolved easily. My communication skills with callers have gradually improved as I have taken more calls.
Would you recommend the Service Desk to other students seeking a job at WCSU?
I would definitely recommend the service desk to other students at WCSU. Not only do you get an internal perspective on how an IT department operates within a university, but you also gain valuable skills in communication and technology. Regardless of major, students will gain educational value from this occupation due to the computer-dominant society we live in today..
Jacqueline Gavilanez Palacios
Joined Fall 2022
Graduate Student
Management Information Systems (MIS) / Master Business Administration (MBA)
I aim to find a job after graduation.
I like working at IT&I, going to school, the Army National guard, traveling, and practicing a sport.
Why did you want to join the Service Desk?
I wanted to join the team of IT&I service desk because I knew I'd be learning new stuff related to my field of management information system. It also looked like a great place to learn new stuff.
What have you learned while on the Service Desk?
I learned how support and deliver assistance to faculty, staff, and students who need i, as well as troubleshooting different types of issues
Would you recommend the Service Desk to other students seeking a job at WCSU?
I will strongly suggest IT&I because is a great environment to learn and exchange ideas between coworkers. The support team is always looking after each other, plus we have great diversity and I hope it continues to grow
Caio Ramos
Joined Fall 2022
Senior
Management Information Systems (MIS)
I would like to pursue a career path in the realm of cyber security.
In my free time I play video games, watch movies, read fiction books, spend time with friends.
Why did you want to join the Service Desk?
I saw it as an opportunity to learn more about the possibilities of the MIS field and gain more experience. I wanted to join a team of dedicated members that worked together to achieve common goals.
What have you learned while on the Service Desk?
I have learned how to professionally provide customer service. It has also allowed me to learn more about how an IT team works at an organization.
Would you recommend the Service Desk to other students seeking a job at WCSU?
I would recommend any student from any major to seek a job at the service desk because you will learn more about the university, be introduced to several faculty members which can help you network, and the team is a great team to be apart of.
Aniruddha Sarkar
Joined Spring 2023
Senior
Cyber Security
Grow in the field of Cyber Security Systems Engineer.
During my free time I enjoy Sim Racing, Cars, Photography, Legos, Gardening.
Why did you want to join the Service Desk?
I wanted the experience of a front-line IT, managing phones, ticketing systems, addressing IT related issues for both student and staff, while providing customer service.
What have you learned while on the Service Desk?
- How to provide great customer service while thinking critically
- Managing student accounts
- Azure Active Directory
- Remote Desktop assistance
- SolarWinds ticketing system
- Email security
Would you recommend the Service Desk to other students seeking a job at WCSU?
Critical thinking, speaking, and working under pressure are skills that one needs to practice to get better at; and there's no better place to learn than The Service Desk. The Service Desk is truly a hidden gem. I would recommend the Service Desk to any student that is looking to get real world work experience. It really sets you up for success. Does not matter your major. .
Marcos Santiago
Joined Spring 2023
Junior
Computer Science
Dive into a career in Software Development focusing on blending Tech with Entertainment!
Music Festivals, Weightlifting, Gaming, Podcasts, Reading, Hiking, Love the beach and a good movie with friends.
Why did you want to join the Service Desk?
I was excited to work in a fun team environment where I could learn more hands-on about what it took to keep a university's systems running smoothly and securely while also becoming a better team player.
What have you learned while on the Service Desk?
I've really been able to get a lot of experience seeing the backend of systems especially in Azure. I've also been able to pick up the proper techniques to take when troubleshooting University wide issues.
Would you recommend the Service Desk to other students seeking a job at WCSU?
Most definitely would recommend working at the service desk. There's plenty of opportunity to learn and there's a really good team culture at the service desk.
Joshua Otto
Joined Summer 2023
Junior
Cyber Security
Grow in the field of Cyber Security Systems Engineer.
PC gaming, longboarding, watching movies
Why did you want to join the Service Desk?
I wanted a job that would teach me skills useful for my major. Cybersecurity works with information technology daily.
What have you learned while on the Service Desk?
In addition to the classic "reboot the computer", I learned new commands and uses for the Windows built-in "RUN" application.
Would you recommend the Service Desk to other students seeking a job at WCSU?
Even if your major has nothing to do with information systems, this job will teach you new things about computers. I recommend the service desk as an opportunity to learn these important tech skills for the future.
Christopher Bisignano
Joined Summer 2023
Junior
Cyber Security
Artificial Intelligence Security Specialist
I enjoy building computers.
Why did you want to join the Service Desk?
I wanted to join so I could help my fellow WCSU peers and gain my IT knowledge.
What have you learned while on the Service Desk?
I have learned how to operate the admin softwares that are used behind the scenes to help out end users.
Would you recommend the Service Desk to other students seeking a job at WCSU?
I recommend that anyone who wants to work in IT should work here. You gain great knowledge and experience in the IT industry. Ray is an amazing boss who helps his employees learn and grow.