While studying for my English degree (Minor in Comp. Sci) at Millersville Unversity, I worked in the University computer labs, first as a help desk associate and later rebuilding and performing small hardware repairs on Macs all over campus.
After graduating, and a very short stint as a Unix administrator, I moved to a help desk position at a major financial institution. There I provided external clients with support using the corporate website. Tasks included assisting users with navigation, browser and operating system settings, support of Adobe Reader for PDF viewing, support of Quicken and Money for transaction downloads, and completion of transactions, viewing statements, and similar tasks. I balanced handling exernal client calls in a call center environment with assisting external clients via LotusNotes.
About three years after joining the company, I began studying for a Master's in Software Engineering at Penn State University. I graduated in 2005 with an MSE and honors for a 4.0 GPA.
In 2005 I was promoted to tier 3 production support for external client issues. Instead of speaking directly to clients, I now investigate the issues that our front-line phone and email associates don't have the knowledge or resources to research and resolve. I work directly with production support developers, testers, and project teams to identify and resolve issues. I also run a testing lab for my department, where we build and configure PCs and Macs to test browser issues. I oversee six front-line associates (they aren't direct reports)to ensure that our testing environment is secure and efficient.
I've always loved the work that I do, but after seven years I've mastered all of the challenges of my current position, and I'm looking forward to a change of environment and opportunities to learn.
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