The Internship - Report Example

INTERNSHIP REPORT Student Name: Saeed Shamlan Student ID: k-21362577 Academic Supervisor: Field Supervisor: Contents 1.0 INTRODUCTION 3 1.1 Description of the Organization 3 1.2 Vision, Mission and Objectives of Flame Computer Company L.L.C 3 1.3 Organizational Structure of FLAME 4 1.4 Services Provided by Flame Computer Company L.L.C 6 2.0 MY DUTIES IN THE ORGANIZATION 7 2.1 My Duties with the Help Desk 7 2.2 My Duties with the System Operator 9 2.3 My Duties with the Analysis Administrator 13 2.4 My Duties with the Network Administrator 15 3.0 OBJECTIVES OF THE INTERNSHIP TRAINING 18 4.0 TRAINING REQUIREMENTS 20 4.1 Software 20 4.2 Hardware 20 5.0 INTERNSHIP DETAILS 21 5.1 The Organization 21 5.2 Challenges and Constraints While Training With Flame Computer Company L.L.C. as an Intern 21 6.0 RELATED COURSES 23 7.0 RECCOMENTATIONS 25 CONCLUSIONS 26 REFERENCE 27 Appendix 28 1.0 INTRODUCTION 1.1 Description of the Organization The internship was at Flame Computer Company L.L.C., an Information Technology (IT) company located in the City of Abu Dhabi, United Arab Emirates. The company began its operations in 1994 with the aim of providing its clients with a comprehensive range of services including IT infrastructure, onsite/offsite IT services, IT consultancy services, custom software development and testing etc. Flame Computer Company L.L.C partners with companies such as AVTECH, Motorola, Dell, HP, Kaspersky Lab, Microsoft, Huawei, ACTi Corporation, Xerox, Kasda Networks Inc., EnGenius and 24Online to deliver its services to clients. The goal of FLAME is to develop a good partnership with clients in the delivery of rapid, effective and reliable IT solutions that are robust, efficient, productive and cost saving. 1.2 Vision, Mission and Objectives of Flame Computer Company L.L.C Vision: To be the number one IT service provider in contracting, projects and also outsourcing to a diverse and targeted base of established and emerging corporations. Mission: The mission of FLAME is to be known and trusted by our clients to deliver high quality IT contracting and technology services. Trust and commitment is the bridge to building a win-win relationship with our business partners and vendors. To our employees, creates an honest, creative, enjoyable and rewarding environment. And to our shareholders, consistently delivers revenue growth and profitability. Objectives of the Organization The objective of FLAME is to provide high quality IT solutions for both domestic and overseas fronts. This is achieved through a robust and cutting edge IT technology products and services, and expansion of its operations to heighten the company’s values and market existence. Another objective of FLAME is to meet its corporate social responsibility and promote a growth strategy based on a fundamental policy known as “growth with profit”. 1.3 Organizational Structure of FLAME The management of FLAME has four teams (see figure 1): i. The administration team – this team is in charge of the organization’s administration activities. Under the administration team, there are three teams that act as various departments/sections of the company. ii. Technical sales team iii. Showroom sales team iv. Corporate sales team Figure 1: Organizational chart of Flame Computer Company L.L.C 1.4 Services Provided by Flame Computer Company L.L.C In specific, the company provides the following: Network and server solutions Security solutions (alarms, CCTV etc.) Structured Cabling IT technical and consultancy services Office telephone Systems (Digital and analogue telephone, hybrid telephone and IP telephone systems) Smart School and Smart Home Solutions (LED boards, smart boards, podium etc.) Biometric Solutions Sound/Audio System solutions Access/Intrusion detection systems Computers, laptops, projectors, scanners, printers, copiers and related accessories Office Furniture etc. 2.0 MY DUTIES IN THE ORGANIZATION 2.1 My Duties with the Help Desk The help desk at FLAMES is a resource that provides client or end product user with technical information and support related to the organization’s products and services. The help desk at FLAME was rolled out together with technical support. However, in general, help desk is often considered as the first line of approach for remedied technical issues and initial customer contact, while technical support is considered a more specialized line of defense for tougher problems that require deeper expertise. This section was created to troubleshoot problems and provide customers with guidance about the company products such as computers, networks, software and hardware, and other electronic equipment. Apart from providing customer support through various channels, the help desk is also charged with the responsibility of providing in-house assistance to the employees of the organization. This include monitoring and maintenance of the organization’s computer systems and networks, tackling issues such as viruses, software problems, forgotten passwords, email issues, user accounts, etc. The help desk provides solutions to such problems through multiple points of contacts which also act as different teams of the help desk section. These include desk side team, network team, computer maintenance and software team, server team and other teams. To manage both customer and in-house requests, the help desk uses channels such as emails, phones, instant messaging, website and software such as issue tracking systems. These systems use a “local bug tracker” which allows the technical teams at the help desk section to track and attend to user requests with the help of a unique ticket number. The system can also can also classify user problems into different categories for ease of attending to the requests. The value of help desk to the organization is derived from reactive response to issues and the team’s unique position of communicating with its customers and employees. The information obtained in areas such as user preferences, technical problems, and customer satisfaction can be of great value for planning and development works of the other units of the organization. Duties Performed with the Help Desk During my internship with the organization, my duties with the help desk were as follows: Providing support to customers and employees: This was the main task of the help desk. We provided customer support regarding the use of products purchased from the company (after-sales support) and maintenance services. This was completed either through face-to-face communication or other communication lines such as telephone calls, emails etc. For the in-house support of employees, we provided support regarding new software applications, employee accounts, emails and other ongoing IT requirements. As part of customer and in-house support, we were also involved in up-dating self-help documents (such as trouble shooting) that customers or employees could use to resolve minor problems. We also worked with field engineers and technicians to visit clients and employees to assist in solving arising problems. Installing surge protection devices and UPS: Power supply is not always smooth and sometimes there is variation of voltage supply due to surges. Power surges occur especially after power outage or during thunderstorms. This can lead to damage of computers and other equipment connected to the power supply. Thus it is important to surge protect electrical equipment. Surge protected adaptor strips and surge suppressors were installed for all the computers, printers and scanners used by the organization employees. In addition to surge protection, UPSs were also installed for computers that had been set-up recently. Logging and preparing customer support ticket: Logging and customer support tickets were prepared following outstanding requests that came through phone calls, instant messaging, website or any other channel of communication from customers and employees of the organization. This helped us to attend to different issues in a systematic manner and also gauge whether an issue required to be escalated up the expertise ladder. For simple problems, for example, a case where a customer purchased a product from the company and he/she discovers that the product is missing a key component, the help desk can easily resolve such a simple problem without seeking the help of higher expertise. Logging also helped to keep customer records for timely feedback and issue resolution. Hardware and software fault diagnosis and replacements/upgrades: My work here was to replace hardware parts of computers and other devices that required replacement maintenance, such as replacement of PC screen display, computer power supplies and motherboards. In more complicated hardware parts, diagrams and instructions to follow were provided. Software upgrading was also done on computers and new installations on new computers. Different departments use different software to complete their tasks and there is need to ensure that this software work properly as expected by upgrading or installing more advanced software. Another task performed was to test and configure new installations and system applications as part of system on-boarding operation. Referrals: Sometimes, the technical issues reported to the help desk were too complicated or technically challenging to be resolved at that level. In this case, these reports were referred to the higher level of expertise to solve such problems. Equipment set-up, diagnosing and fixing faulty equipment: Part of this task was set up of peripheral equipment such as projectors and audio equipment within the organization and for customers. We also tested and fixed equipment with faults, such as computers, printers, scanners etc. 2.2 My Duties with the System Operator At FLAME, a system operator is in charge of daily operation of a server, the network system and other computer applications that ensure day-to-day running of the company activities. An alternative term is System administrator. The system operator’s office is in charge of monitoring the performance of servers, computers, and other equipment that utilizes computer applications e.g. routers, modems etc. It is the responsibility of the system operator to perform regular maintenance operation of organizations; systems and ensure that they operate optimally. There is a wide range of activities performed under this section – ranging from simple maintenance activities such as cleaning, to activities such as software and hardware maintenance. Tasks Performed with the System Operator During my internship with the System Operator, we performed the following: Installation, Maintenance and Repair of Scanners, Printers and Other Equipment: Regular maintenance and repair services are important to scanners, printers and other office equipment to ensure that they continue to provide efficient services for a longer time without any problems. This saves the cost of buying a new equipment especially if no budget is allocated to such break-downs. My specific duties under this section included: Diagnose and repair of printers; Diagnose and repair of computer printers; Printer maintenance; Troubleshoot and repair of copiers; Troubleshoot and repair of scanners; Repair of other related equipment. Computer Maintenance: This involved activities such as checking and cleaning the interior hardware, including the motherboard and expansion cards. Computer maintenance is necessary to keep the computers in good condition, both hardware and software. Dust and viruses must be kept off a computer to ensure that it is running smoothly for longer periods of time providing the best service that they are capable of. The main duties that were performed in this section included: Software updates; Removal and prevention of Malware and other viruses; and Hardware maintenance. In particular, I was involved in the repair and maintenance of PCs and desktop computers where we replaced the hard-disks and cleaned the motherboard and other interior hardware. We also replaced the cooling fans that had malfunctioned. Figure 2: Computer repair and maintenance. Server maintenance: Server maintenance is necessary for keeping the system updated and running so that the computer network of the organization is in a smooth running. This is crucial to the business performance of any business for support of systems, databases and applications. Network failure in a business organization can lead to severe losses and this should be avoided. The tasks performed here included: verification that the backups were working properly, checking disk usage and disk integrity, updating the Linux OS used in the computer servers, checking raid alarms; updating the control panel; checking and correcting hardware errors; checking system security and review of user account passwords; checking for server utilization and resource usage; scanning and monitoring event logs and statics. Software Installation: For a computer system to run properly, the software system must be in a good condition. We installed software such as antiviruses to protect the computer systems from external attacks and ensure that they run optimum efficiency. We also upgraded single OS of some computers to multitasking OS to allow multiple tasking. 2.3 My Duties with the Analysis Administrator The analysis administrator’s office at FLAME is responsible for analysis services and data base management to ensure that there is maximum service delivery to the system users. This is done by ensuring that there is flow of information and data from one department to another without any technical problems through maintenance and optimization of business intelligence solutions and IT projects. System analysis administrator has unrestricted access to the organization’s analysis services objects and data. Thus, a system user has to be a member who has been granted access by the analysis administrator to perform any task related to analysis services, such as creation and processing of database, launching a trace, or modifying some properties. As an analysis administrator, one is charged with the responsibility of granting access to system analysis services that conveys access to operations within such systems like the server. Access permissions are fixed and cannot be customized by a member with unrestricted access. In some organizations, the local administrator doubles up as analysis services administrator. All other organization’s employees depend upon the work of the analysis administrator to ensure that their data and that of the company is kept safe. Instances of data loss or unauthorized access to the company’s database could be detrimental, thus, the importance of protecting company information that may get into the hands of wrong people. Duties Performed With the Analysis Administrator While working with the analysis administrator, my duties were as follows: Server analysis and upgrading: We performed server analysis functions using tools such as Business Intelligent Development Studio and SQL Server Management Studio. We were also involved in setting server-level properties and creating databases. Server administrative functions were performed using tools such as Analysis Management Objects. In maintaining optimum server services, we also upgraded computer servers for in-house operations and other business organizations. Another task performed was to install high quality Rack servers for our clients. Database analysis: We created a database role in the analysis services database to define user permissions. This was made to allow access by members and also offer administration functions to the database. Generation of queries and reports: One of the tasks with the analysis administrator was to generate queries and reports requested by employees of the FLAME from all the departments of the organization. We also generated inventory, financial and sales reports for use within the organization’s operations. Updating user accounts and equipment: Under this task, we updated employee and customer user accounts and information. Regular update of user accounts is necessary in order to manage active accounts and do away with those that have been abandoned. As a maintenance and up-grade practice, I was involved in the installation of modern Solid State Drives in computer and server systems to enhance execution of commands and storage of data. 2.4 My Duties with the Network Administrator At FLAME, the Network Administrator is responsible for keeping connections and computer networks more smoothly. He is in charge of keeping the company’s network up to date and operating as required. FLAME uses many computers and software platforms that require an experienced network administrator who will ensure that there is coordination of different systems. The work of a network administrator increases as organizations continue to invest in new, fast technologies and mobile networks. At FLAME, the Network Administrator manage the back end-networks, hardware and software, and also the organization employees that the system supports. Thus, a network administrator should have a combination of interpersonal and problem-solving skills in addition to relevant technical skills. In addition to these, other skills required include: analyzing and critical thinking, time management and lifelong learning. Duties Performed with the Network Administrator During my internship at FLAME, I was involved in the following duties under the network administrator: Installation of network and computer systems: We were involved in the installation of network and computer systems both for in-house purpose and for clients in the field. Maintenance and repair and/or upgrading computer and network systems: Computer systems and networks require regular maintenance to ensure that the system runs smoothly. With advanced technology in the modern world, IT network systems must always be maintained for continued operation with minimal interruption. Under maintenance of the network system, we performed tasks such as diagnosis and fixing of hardware and software errors, fixing data transmission problems, diagnostic testing, network configuration, monitoring system performance etc. Monitoring the performance of networks and systems was done for possibility of increasing their performance by software or hardware improvement. Figure 3: Networking systems and equipment. Installation of surveillance cameras (CCTv equipment set up): We were involved in installing CCTv cameras, setting up a recording device and a monitor, and linking wireless cameras to PCs. These installations were done for clients in the field – both in private homes and commercial places. Setting up central DVR surveillance hub: A DVR (digital video recorder) is a computer that is used to save the security images captured on a computer to a hard drive. The DVR converts the analog signal from the security camera into a digital output that can be compressed. The hard drive can be connected to a variety of peripheral equipment using jacks, typically RCA connections. The RCA connections can then be hooked to devices such as VCRs or cable boxes. The CCTv signal enters the DVR’s in-built tuner through cable, antenna or satellite. A central surveillance hub is created when multiple cameras are wired at once for homes/premises and setting up custom systems. The central surveillance hub is requires good networking between the camera and transmission through a wireless signal. Our work was to install and maintain security systems described above for homes and commercial places. Figure 4: CCTv and DVR equipment. Checking physical connections and other device connections, verifying internet connectivity and other troubleshooting activities to rectify connectivity problems. Sometimes, the network connectivity may be down to breakdowns, malfunctions or other system problems. Checking system connections and hardware can resolve most network problems. 3.0 OBJECTIVES OF THE INTERNSHIP TRAINING The main purpose of the internship training was to get exposed to real work environment and gain ICT knowledge through hands real world experience of job experience. This is helpful in developing professional skills such as work ethics, interpersonal skills, communication etc., and also acquiring practical experience in the ICT and computer system applications. The internship programme was designed to provide an opportunity to coordinate academic learning with work experience, while assisting in the transition from learning environment to a real working environment. In summary the objectives of internship training were as follows: Application of class-gained theoretical knowledge in a real industry set-up to develop technical skills in a practical work situation. Developing a better understanding of business professionalism as well as organizational chart in an IT organization. This may vary from organization to organization, but they are all built on some basic principles. Improving professional sensibility on a wide range of ICT issues in professional practice, and develop professional identity guided by the code of practice and work ethics. Further development of personal and professional skills, knowledge growth, experience, and building confidence for starting off a career in IT. Gaining experience with more accomplishments achieved during the internship period will provide a better opportunity to enter the industry after studies. In addition, it will be a great asset when building personal resume. To gain knowledge of problem diagnosis and assessment, applying intervention measures that relate to various IT issues. Developing professional and business networks, interpersonal relationships as well as professional contacts. Professional contacts and networks helps one when it comes to finding jobs, working out projects in future, doing business and establishing a good professional relationship. To build strength, self-confidence and a spirit of team work, and learn about the corporate world. To enhance the ability of creativity skills and develop moral values, such as trustworthy, responsibility and commitment. 4.0 TRAINING REQUIREMENTS 4.1 Software Issue Tracking System software Office 365 Mac OS X and Windows Google Collaboration Apps Ghost, Big Fix and security software such as McAfee Visual C++ 4.2 Hardware PC and Mac hardware Computer peripherals (keyboards, network devices, pointing devices, CD-ROM drives, and CCTv Flash drives and external hard disk drives Hardware parts for copiers, CCTvs, scanners and printers Mobile devices (Android, iOS) Computer network connectivity hardware (Ethernet, TCP/IP and VPN) Display adaptor, USB-to-Ethernet Adapter etc. RAMs 5.0 INTERNSHIP DETAILS 5.1 The Organization Flame Computer Company L.L.C. is an IT and security system specialized company. It is well adapted to the ever accelerating socioeconomic environment and the dynamics of the market structures and business models. From this position, it stands out to be one of the best organizations for internship training especial for an IT student. The work environment provided an excellent opportunity for me to put into practical the theory and some skills that I had learnt in a classroom environment. In all the departments that I worked in, I experienced professional training and all staff members treated me with as one of their own. Once you understand about the goals of an organization, it is easier to work towards achieving that goal. The aim of Flame Computer Company L.L.C. is to provide their clients with cutting-edge IT solutions through advanced business activities. In every duty I was assigned, this became my goal – to deliver the highest quality of service that will meet customer satisfaction. By having my internship at FLAME, there was always an opportunity to learn about new things, some of which are even outside our learning curriculum, e.g. business negotiation skills. With good interpersonal skills, I got all the support I wanted from all the employees that I worked with in various projects – be it in-house or in the field, and across all levels. This motivated me and built my confidence as far as a professional working environment was concerned. This is particularly important when one is preparing to enter the IT field as a professional. In overall, Flame Computer Company L.L.C provided the best environment to nature my career as an IT specialist. 5.2 Challenges and Constraints While Training With Flame Computer Company L.L.C. as an Intern Every working place has its own challenges, more so, when you are not used to a particular working environment, and such was the case of Flame Computer Company L.L.C. Some notable challenges that I went through are noted as follows: Obsolescence - This refers to case where something becomes obsolete. From the equipment such as PCs, servers, printers etc. and the skills required to perform tasks at an IT company become obsolete after about 3-5 years. This was particularly experienced during software and hardware upgrading, where you find that you have an obsolete hardware or software. Some tasks were very challenging and they could easily leave you frustrated. For example, after diagnosing and troubleshooting a faulty device or equipment, you find out that everything is as supposed to be but still the equipment won’t work. Sometimes things did not seem as easy as you learned them in class. Device hardware and software continue to be upgraded for superior performance every time, and therefore, it not a surprise to come across something that you have never seen, worked with or even heard of. 6.0 RELATED COURSES The following courses are related to Computing and IT: Information Technology Networking Computer programming Management of E-commerce Business Information Systems Digital Marketing Data analysis and database management Web design and development technologies Cloud computing Computer hardware and software engineering Cyber Security Information Technology Networking – This course involves learning how computer network systems work, how to build a secure computer network, and how to connect devices to a network. It also covers wireless standards, satellite internet, wireless security, and cellular phone technology. Computer programming – This course prepares the learner to for a variety of programming tasks that are available in this digital era with great employment opportunities. Learners get to know about programming languages such as SQL, Java, JavaScript, Python, C++, C#, PHP etc. and they practical applications to gain real-world experience of software development. Management of E-commerce - Management of e-commerce involves the use of computer application systems to manage business activates in large business companies. Business Information Systems - In Business Information Systems, learners get to know about how information and communication technologies are deployed to enhance business processes and improve the company’s value chain networks, which business organizations use to acquire, produce, and deliver their goods and services to their clients across the world, through efficient and competitive ICT. Digital Marketing – Digital marketing, also known as internet marketing, is a course that enables learners to know how to carry out product marketing on the internet in order to establish the organization’s global presence. Data analysis and Database Management – This course is designed for IT professionals who want to learn about principles underlying data and analysis. This is the core course for data architects and data analysts who generate business intelligence. It involves the development and application of database query language for data processing and secure storage. Web-design and development technologies – In this course, learners get to know about web design and related technologies. It helps learners to develop the knowledge required to work in the web development industry and related technologies. It involves learning about a wide range of skills, from SQL, UI, CSS, HTML, JavaScript, web graphics etc. Cloud Computing – Cloud computing involves learning about cloud computing concepts such as Classical precursors, Classical algorithms, Widely-used algorithms, Trending areas, Scalability, key-value stores MapReduce, creation of processing data and many more. Computer hardware and software engineering – Training in computer hardware and software engineering enables the learner to develop technical knowledge in the design and application of hardware and software. It also involves development of hardware parts and software which are of great value to the software and hardware manufacturing industry, and learning more about the digital world. Cyber security – The course covers some fundamental concepts that underlie building of a secure systems; including software and hardware, human-computer interface and use of cryptography to enhance the security of interactions using relevant tools and techniques. Its core objective is to reduce cybercrime. 7.0 RECCOMENTATIONS In regard to my internship experience, observations and interaction with Flame Computer Company L.L.C., I have following personal views and recommendations: The company is not well established in the global markets. To ensure that they succeed in these markets, the organization requires a corporate culture that will reflect the diversity of their products and services, their operations as well as their customer base. Companies can disseminate their corporate culture and best practice to create an international workforce by recruiting managers who have a vast experience in global markets, reduce dependence on expatriate workforce and establishing a global R&D program for young professionals. FLAME should consider establishing a research and development (R&D) center or a talent management programs to attract technological creativity and innovations from young talented people. R&D is positioned at the front end of innovation, and can end up with commercialization of a product or service. This will also increase the company’s presence and competitiveness at the global scene. The organizations website should be frequently updated. Frequent update of information on the company website will ensure that customers get to know about the latest products and services provided by the company. As the company grows, more products and services are brought in, but this is not updated on their website. In addition to proving company contacts on the website, the company should add an instant messaging tool for communication with clients may want to know something about the business of the company or get help. Last but not least, with technologies evolving very fast (every 5-10 years), there is need for FLAME to develop regular training programs that can be used to increase skills and knowledge to continue working in the ever dynamic industry of ICT. This will ensure that the problem of obsolescence is partly solved. CONCLUSIONS The internship was a great opportunity for me to get a greater insight to the culture of Flame Computer Company L.L.C and the knowledge and skills required to run such organizations. In addition to this, my communication, negotiation and technical skills greatly improved. The internship with the company also enabled me to develop other skills, such as technical problem solving skills, critical thinking and active listening skills. Working in different sections of the company opened an opportunity to learn and master a wide range of skills, which were in line with the curriculum used at Al Khawarizmi International College During the internship, my confidence in applying IT knowledge and skills in an industrial business set-up improved, which prepared me for my career ahead in the field. It was also beneficial to meet with mangers and other executives of the company, and the staff as this presented an opportunity to develop professional understanding and interpersonal skills. Thus, it was a good introduction into the real world business environment of IT. All the supervisors and staff were ready to mentor and direct me in the most helpful way during the entire period of my internship with the company, providing full support in every difficult situation. This enabled me to learn a lot more through observation and sharing. I have also learnt to overcome challenges that may come along in the event of carrying out IT related tasks. Last but not least, I appreciate the opportunity provided by Flame Computer Company L.L.C. It was a great privilege and honour training with the organization. The knowledge and skills gained will remain relevant and helpful in shaping my career in the field of ICT. I also acknowledge my supervisor, Mr. Omar Muhammad for the support he gave me during my internship with FLAME. REFERENCE Appendix Weekly Project Plan (for 8 weeks) Read More

The help desk provides solutions to such problems through multiple points of contacts which also act as different teams of the help desk section. These include desk side team, network team, computer maintenance and software team, server team and other teams. To manage both customer and in-house requests, the help desk uses channels such as emails, phones, instant messaging, website and software such as issue tracking systems. These systems use a “local bug tracker” which allows the technical teams at the help desk section to track and attend to user requests with the help of a unique ticket number.

The system can also can also classify user problems into different categories for ease of attending to the requests. The value of help desk to the organization is derived from reactive response to issues and the team’s unique position of communicating with its customers and employees. The information obtained in areas such as user preferences, technical problems, and customer satisfaction can be of great value for planning and development works of the other units of the organization. Duties Performed with the Help Desk During my internship with the organization, my duties with the help desk were as follows: Providing support to customers and employees: This was the main task of the help desk.

We provided customer support regarding the use of products purchased from the company (after-sales support) and maintenance services. This was completed either through face-to-face communication or other communication lines such as telephone calls, emails etc. For the in-house support of employees, we provided support regarding new software applications, employee accounts, emails and other ongoing IT requirements. As part of customer and in-house support, we were also involved in up-dating self-help documents (such as trouble shooting) that customers or employees could use to resolve minor problems.

We also worked with field engineers and technicians to visit clients and employees to assist in solving arising problems. Installing surge protection devices and UPS: Power supply is not always smooth and sometimes there is variation of voltage supply due to surges. Power surges occur especially after power outage or during thunderstorms. This can lead to damage of computers and other equipment connected to the power supply. Thus it is important to surge protect electrical equipment. Surge protected adaptor strips and surge suppressors were installed for all the computers, printers and scanners used by the organization employees.

In addition to surge protection, UPSs were also installed for computers that had been set-up recently. Logging and preparing customer support ticket: Logging and customer support tickets were prepared following outstanding requests that came through phone calls, instant messaging, website or any other channel of communication from customers and employees of the organization. This helped us to attend to different issues in a systematic manner and also gauge whether an issue required to be escalated up the expertise ladder.

For simple problems, for example, a case where a customer purchased a product from the company and he/she discovers that the product is missing a key component, the help desk can easily resolve such a simple problem without seeking the help of higher expertise. Logging also helped to keep customer records for timely feedback and issue resolution. Hardware and software fault diagnosis and replacements/upgrades: My work here was to replace hardware parts of computers and other devices that required replacement maintenance, such as replacement of PC screen display, computer power supplies and motherboards.

In more complicated hardware parts, diagrams and instructions to follow were provided. Software upgrading was also done on computers and new installations on new computers. Different departments use different software to complete their tasks and there is need to ensure that this software work properly as expected by upgrading or installing more advanced software.

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