{"id":1612,"date":"2022-11-01T18:21:26","date_gmt":"2022-11-01T18:21:26","guid":{"rendered":"https:\/\/www.wcsu.edu\/iti\/?page_id=1612"},"modified":"2025-09-08T15:15:47","modified_gmt":"2025-09-08T15:15:47","slug":"service-desk","status":"publish","type":"page","link":"https:\/\/www.wcsu.edu\/iti\/service-desk\/","title":{"rendered":"Meet the Service Desk Staff"},"content":{"rendered":"
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Raymond J. O'Brien III
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Customer Support Center Manager
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WCSU Alum '09<\/strong><\/p>\n<\/div>\n<\/div><\/div><\/div><\/div>

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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.<\/p>\n

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<\/a> 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 22+ years of experience in WCSU\u2019s 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.<\/p>\n

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.<\/p>\n<\/div>\n<\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div>

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Logan Schaab
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Joined Spring 2022
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University Assistant<\/strong><\/p>\n

Finance \/ Management Information Systems (MIS)<\/strong><\/span><\/p>\n

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My goal is to build strong networking within the workforce and continue to build my skills in Finance after graduation.<\/p>\n

I enjoy video games, sports, statistics, hiking and outdoor activities.<\/p>\n<\/div>\n<\/div><\/div><\/div>

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Why did you want to join the Service Desk?<\/strong><\/p>\n

I wanted to join the Service Desk to build on my basic computer skills, as well as develop my communication skills.<\/p>\n

What have you learned while on the Service Desk?<\/strong><\/p>\n

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.<\/p>\n

Would you recommend the Service Desk to other students seeking a job at WCSU?<\/strong><\/p>\n

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..<\/p>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t\t<\/div>\n<\/div>\n<\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div>

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Chloe Wong
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Joined Fall 2023
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Junior<\/strong><\/p>\n

Management Information Systems (MIS) - Cybersecurity<\/strong><\/span><\/p>\n

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I want be a security specialist after graduating.<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

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In my free time I like getting involved in photography, collecting\/fixing up old electronics, playing videogames.<\/p>\n<\/div>\n<\/div><\/div>

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Why did you want to join the Service Desk?<\/strong><\/p>\n

To gather some work experience, specifically in IT, and to meet new people.<\/p>\n

What have you learned while on the Service Desk?<\/strong><\/p>\n

Basic customer service etiquette and I've learned what programs our school uses\u00a0 to keep everything up and running.<\/p>\n

Would you recommend the Service Desk to other students seeking a job at WCSU?<\/strong><\/p>\n

Yes, I'd highly recommend the service desk as a job to students who are actively seeking because not only is it a very friendly and safe work environment, but you will lalso never be put down for making mistakes and you learn a little more about certain computer functions.<\/p>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t\t<\/div>\n<\/div>\n<\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div>

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Tanner Halpin<\/strong><\/span><\/h2>\n

Joined Summer 2024<\/strong><\/p>\n

Junior<\/strong><\/p>\n

Computer Science<\/strong><\/span><\/p>\n<\/div>\n<\/div><\/div><\/div><\/div>

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After graduation, I plan to become a Computer Systems Engineer, while also doing work in Software Engineering projects on the side.<\/p>\n

A few hobbies I partake in are programming; particularly C++, and website development. I also enjoy spending time with my family and reading on occasion.<\/p>\n<\/div>\n<\/div><\/div>

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Why did you want to join the Service Desk?<\/strong><\/p>\n

I joined the ITI Service Desk to enhance my technological, and customer support skills. I hope to apply my skills from the job to a career in Software, and Network Engineering.<\/p>\n

What have you learned while working on the Service Desk?<\/strong><\/p>\n

I have learned many shortcuts, and workarounds to issues that may seem heavy, or complicated at first glance. I have also learned how to teach technology to others who may not be familiar with how a certain software works, and what to do when that software fails. With this, you also learn the inner workings of a traditional IT operation, along with the importance of IT in unison. You also understand how crucial IT is for the operation of the university as a whole.<\/p>\n

Would you recommend WCSU students work at the service desk?<\/strong><\/p>\n

I highly recommend the ITI Service Desk position on campus, particularly to students studying technology-related majors, such as Computer Science, MIS, Cybersecurity, and Applied Math and Computing. Although, everyone will gain benefits in their career from working here. The skills you gain from this position will not only help you in a professional setting, but also in life outside of work when trying to navigate, and troubleshoot various problems and dilemmas.<\/p>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t\t<\/div>\n<\/div>\n<\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div>

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Abdull Abraheem
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Joined Summer 2025<\/strong><\/p>\n

Senior<\/strong><\/p>\n

Computer Science<\/strong><\/span><\/p>\n

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I hope to work as a backend software engineer at a company in which the product is one I actually respect, I want to contribute to something meaningful. Furthermore, I find backend engineering more interesting than the frontend.<\/p>\n

I enjoy reading, watching movies, gaming, and cooking.<\/p>\n<\/div>\n<\/div><\/div>

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Why did you want to join the Service Desk?<\/strong><\/p>\n

I wanted experience in IT as it is a growing field in tech, and because it there are so many different components within it. It allows you to get a general overview and if you are interested in furthering your knowledge of a specific domain.<\/p>\n

What have you learned while on the Service Desk?<\/strong><\/p>\n

I have learned how to use basic IT tools such as SolarWinds. I can create and manage tickets with a decent understanding of who I should assign issues too. I have also learned how to help users reset their passwords, as well as add or remove items from there MFA.<\/p>\n

Would you recommend the Service Desk to other students seeking a job at WCSU?<\/strong><\/p>\n

I would, the atmosphere is positive with constant moments of opportunity to learn. My coworkers have all been kind as well, and the timing and schedule make it easy for you to work.<\/p>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t\t<\/div>\n<\/div>\n<\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div>

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Layla Kouhail<\/strong><\/span><\/h2>\n

Joined Summer 2025<\/strong><\/p>\n

Junior<\/strong><\/p>\n

Computer Science<\/strong><\/span><\/p>\n

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I want to work in AI and find ways to reduce its environmental impact. I also eventually want to pursue higher education and enter academia.<\/p>\n

Concerts, sketching, bicycling, listening to new music, and playing the piano.<\/p>\n<\/div>\n<\/div><\/div>

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Why did you want to join the Service Desk?<\/strong><\/p>\n

I wanted to join the service desk so I could be more involved on campus while gaining valuable work experience related to my major.<\/p>\n

What have you learned while on the Service Desk?<\/strong><\/p>\n

I have learned valuable communication skills and gained a lot of technical knowledge in the service desk. I also learned a lot about the university's background processes\/procedures that help our school function.<\/p>\n

Would you recommend the Service Desk to other students seeking a job at WCSU?<\/strong><\/p>\n

I definitely recommend the service desk to other students seeking a job at WCSU because it is a great opportunity to learn valuable soft and technical skills. The work environment here is very supportive, and I feel like I have learned and grown a lot during my time here.<\/p>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t\t<\/div>\n<\/div>\n<\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div>

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Nicholas Ramsawak<\/strong><\/span><\/h2>\n

Joined Summer 2025<\/strong><\/p>\n

Junior<\/strong><\/p>\n

Cybersecurity<\/strong><\/span><\/p>\n<\/div>\n<\/div><\/div><\/div><\/div><\/div>

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My career goal after graduation is to further develop my skills in the IT and cybersecurity field in order to pursue roles such as information security specialist or cybersecurity analyst.<\/p>\n

In my free time, I enjoy spending time with friends and family, being outdoors, riding my bike, hiking, playing video games, and working on things like computers and cars.<\/p>\n<\/div>\n<\/div><\/div><\/div>

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Why did you want to join the Service Desk?<\/strong><\/p>\n

I wanted to join the ITI Service Desk to gain hands on experience in the career I\u2019m pursuing. I also like that this job involves working with others, helping people, and always having something new to learn while strengthening my personal skills.<\/p>\n

What have you learned while on the Service Desk?<\/strong><\/p>\n

While on the service desk, I\u2019ve learned how to categorize tasks, which helps us communicate efficiently and resolve incidents faster. I\u2019ve become familiar with many applications and software systems that are integrated into WCSU to improve the process for both users and the team. I\u2019ve also gained a stronger understanding of how to address and troubleshoot various problems.<\/p>\n

Would you recommend the Service Desk to other students seeking a job at WCSU?<\/strong><\/p>\n

I would definitely recommend the service desk to other students looking for a job at WCSU. Even if you\u2019re not studying a tech-related major, this job is a great way to build personal skills, gain hands on teamwork and problem solving experience, and help others while learning, which makes the job very rewarding.<\/p>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t\t<\/div>\n<\/div>\n<\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div>

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Joseph Dean<\/strong><\/span><\/h2>\n

Joined Summer 2025<\/strong><\/p>\n

Junior<\/strong><\/p>\n

Management Information Systems (MIS)\u00a0<\/strong><\/span><\/p>\n<\/div>\n<\/div><\/div><\/div><\/div><\/div>

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After Graduation I aspire to work as a Information Security Analyst or General Systems Analyst.<\/p>\n

In my free time I like to work with computers as well as PC gaming and drawing when I have the free time. I am also a enthusiastic hiker and club athlete outside and indoors.<\/p>\n<\/div>\n<\/div><\/div><\/div>

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Why did you want to join the Service Desk?<\/strong><\/p>\n

I\u00a0joined the ITI Service Desk because I wanted to get experience in a field related to my own, Having a desire to work with people in a service position also factored into my decision.<\/p>\n

What have you learned while on the Service Desk?<\/strong><\/p>\n

I've learned a lot from working at the service desk whether that be the inner workings of the IT&I Internal groups or Professional Soft skills and Multitasking.<\/p>\n

Would you recommend the Service Desk to other students seeking a job at WCSU?<\/strong><\/p>\n

I\u00a0would recommend the Service Desk to other students at WCSU, Especially those inside the IT\/Computer Sphere as it is a great way to get invaluable experience and learn more about what you want to do in your future career.<\/p>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t\t<\/div>\n<\/div>\n<\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div>

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Lyndsey Durkin
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Joined Summer 2025<\/strong><\/p>\n

Sophmore<\/strong><\/p>\n

Cyber Security<\/strong><\/span><\/p>\n

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Grow in the field of Cyber Security Systems Engineer.<\/p>\n

I like going to the gym, running, spending time with family and friends, and reading in my free time.<\/p>\n<\/div>\n<\/div><\/div><\/div>

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Why did you want to join the Service Desk?<\/strong><\/p>\n

I joined the ITI Service Desk to gain more knowledge about IT, as well as improve my customer service skills. As I major in Cybersecurity, this job provides a good foundation for learning more about the IT field.<\/p>\n

What have you learned while on the Service Desk?<\/strong><\/p>\n

So far I have learned about many of the software applications that we use, as well as basic customer service etiquette.<\/p>\n

Would you recommend the Service Desk to other students seeking a job at WCSU?<\/strong><\/p>\n

Yes! As someone that wants to learn more about cybersecurity and gain professional experience in the IT field, this job is definitely valuable. Working at the service desk allows you to learn more about computer functions and how to problem solve, and the positive work environment makes it easy to learn.<\/p>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t\t<\/div>\n<\/div>\n<\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div>

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Giovanni Tavarez<\/strong><\/span><\/h2>\n

Joined Summer 2025<\/strong><\/p>\n

Sophmore<\/strong><\/p>\n

Management Information Systems (MIS)\u00a0<\/strong><\/span><\/p>\n<\/div>\n<\/div><\/div><\/div><\/div><\/div>

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I want to go somewhere in the Cybersecurity area, I don\u2019t know exactly where yet.<\/p>\n

I like hanging out with my friends, playing sports and running track, watching tv and movies, video games, and sleeping.<\/p>\n<\/div>\n<\/div><\/div><\/div>

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Why did you want to join the Service Desk?<\/strong><\/p>\n

I wanted to join the ITI Service Desk to get some entry level work experience and knowledge as well as working on my communication skills.<\/p>\n

What have you learned while on the Service Desk?<\/strong><\/p>\n

I\u2019ve learned a lot about how our university system works behinds the scenes and how we maintain it. I also learned proper communication to customers via telephone and tickets.<\/p>\n

Would you recommend the Service Desk to other students seeking a job at WCSU?<\/strong><\/p>\n

I would 100% recommend this job because it\u2019s very beginner friendly, you can gain a lot of knowledge in the IT world, it\u2019s also a very team oriented job which is great experience for future opportunities.<\/p>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t\t<\/div>\n<\/div>\n<\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div>

\n\t\t\t\n\t\t\n\t\t\t<\/span>\n\t\t\tSee what careers our Service Desk Alumni have started\t\t<\/span>\n\t\t\t<\/a>\n\t<\/div>\n<\/div><\/div><\/div><\/div><\/div>
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\n\t\t\t\t\t\tContact Our Office\t\t\t\t\t\t<\/h1>\n\t\t\t\t\t\t\t\t\t\t\t
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\n\t\t\t\t\t\tLet us know how we can help you!\t\t\t\t\t\t<\/h3>\n\t\t\t\t\t\t<\/div>\n<\/div><\/div><\/div><\/div><\/div><\/div>
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Call us:<\/span><\/strong><\/p>\n

203-837-8467<\/span><\/strong><\/p>\n<\/div>\n<\/div><\/div><\/div><\/div>

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Send in a Ticket:<\/b><\/span><\/p>\n

http:\/\/wcsu.samanage.com\/<\/span><\/strong><\/a><\/p>\n<\/div>\n<\/div><\/div><\/div><\/div>

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Email us:<\/span><\/strong><\/p>\n

requestit@wcsu.edu<\/a><\/span><\/strong><\/p>\n<\/div>\n<\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div>","protected":false},"excerpt":{"rendered":"

Raymond J. O’Brien III Customer Support Center Manager WCSU Alum ’09 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 …<\/p>\n","protected":false},"author":314,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":"","_links_to":"","_links_to_target":""},"class_list":["post-1612","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/www.wcsu.edu\/iti\/wp-json\/wp\/v2\/pages\/1612","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.wcsu.edu\/iti\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.wcsu.edu\/iti\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.wcsu.edu\/iti\/wp-json\/wp\/v2\/users\/314"}],"replies":[{"embeddable":true,"href":"https:\/\/www.wcsu.edu\/iti\/wp-json\/wp\/v2\/comments?post=1612"}],"version-history":[{"count":0,"href":"https:\/\/www.wcsu.edu\/iti\/wp-json\/wp\/v2\/pages\/1612\/revisions"}],"wp:attachment":[{"href":"https:\/\/www.wcsu.edu\/iti\/wp-json\/wp\/v2\/media?parent=1612"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}