Write a report about the Guest Speaker who is working in Mountain America Credit Union as Helpdesk level two
Write a report about the Guest Speaker who is working in Mountain America Credit Union as Helpdesk level 2, so first give an some introductions about the company (Mountain America Credit Union ) and after that talk about the Guest Speaker. I collect some information’s about the Guest Speaker: his name is Tom Jenkins,
General Info
Works at the help center for Mountain America Credit Union Deals with support calls primarily (people getting locked out of their computers, other technical related problems) When devices or other technology at the bank do not function well
War Stories
Some users are still using 32 bit version of Windows, specifically one user refused to learn how to use macros in excel and it kept crashing her computer because there wasn’t enough RAM to process all of the inputs.
Pros
Having all users on an active directory is nice because users can’t download viruses or visit places that might harm the computer.
Takeaway
Solve the root problem, don’t treat the symptoms.
Tom Jenkins works at Mountain America Credit Union as a Level II Support Agent.
He only takes internal calls.
He enjoys taking internal calls because he doesn’t have to deal with crazy customers.
He helps with things like unlocking computers when people forget their passwords or they enter it too many times. They use Active Directory. They use a banking system call Scimitar.
He also helps when check scanners get jammed, printers get stuck, etc.
He just got a certification called CompTIA that is a general certification saying you know what you’re doing with computers. He is working on other things like Networking+ or Security+.
He prefers Windows over Linux because he’s only used Linux twice.
• Works as a Systems Administrator at the MTC
• Manage and maintain all server systems
• Implements system wide software changes
• Studying to be an Electrical Engineer at BYU
• Works from a ticket system; responds to critical tasks; guesses passwords a lot
• Attends a lot of meetings
• Communication is MUST
He works at the help desk. He does things from: fixing a printer to maintaining digital documentation Day-to-day work includes the basic answering phones to going out and fixing equipment Tom did work with Xactware. he worked in customer service Worked with a specific customer that did not know how to work Microsoft Excel and created a lot of problems for herself. They took care of it through her boss, and now they have not heard from her for about two months. The bank is expanding currently Tom got his job at Mountain America through getting certified and them coming to him Tom wants to look more into being a Systems Administrator. He might come back to school to finish out his degree.
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