This week was spent troubleshooting focusing mainly on repairing unhealthy SCCM clients and updating security patches. I’ve delved deeper into learning the command line structure and navigating an OS using those commands. One occurance was utilizing the Diskpart program to manage areas on the hard drive and how we use this to troubleshoot various problems encountered during the imaging and encrypting process.

I’ve also been able to focus on refreshing my skills in interactions with clients by applying my knowledge of User Experience from working for The Walt Disney Company. I’m working to enhance the customer service side of the trouble ticket process. Often, the technician closes out tickets and rarely sees or communicates with the clients again until the next trouble ticket. I feel a brief follow up in the form of an email, in person, or phone call and approaching it from the customer journey will better the awareness of our department as a whole.

I expressed an interest in Information Security so my mentor, Sheila, provided some brief training on how certain websites are flagged when users browse them, what our policy is for justification on viewing restricted sites, and security management programs such as Palo Alto Networks. She has also scheduled me to meet with the Information Security Manager in our department to provide a more detailed insight on what is required to work in the Information Security field. One of the best things about this internship is the wealth of knowledge and ability to network with highly skilled individuals