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  1. 1. Cassie Manis Liz Cummings UNC - Pembroke
  2. 2. The History. • Created in 2001. • Inaugural BraveTech team consisted of twelve members. • These BraveTechs represented many fields of study including Art, Math, Business Administration, Graphic Design and Computer Science. • Model for BraveTech Program came from the Tech Ranger Program at the University of Central Florida. • Offered a 76 hour BraveTech Training Program during the two weeks prior to a new school year starting. • The training program ended in 2004.
  3. 3. Characteristics • Dependable • Positive Attitude • Punctual • Motivated • Flexible • Team Oriented
  4. 4. Ideal BraveTech • Possess the desire and willingness to learn new things • Be able to work in a team-oriented environment • Have patience and be thorough • Have knowledge to provide technical support • Be able to meet deadlines • Possess trouble-shooting incite • Be able to work under pressure • Have positive attitude • Have good interpersonal and communication skills
  5. 5. Pre-Interview Process o BraveTech Positions are posted through the Brave Opportunities, an online tool through the UNCP Career Center. o Students must apply for the position. o They must also submit a resume. o Applications are reviewed and top applicants are selected for an interview.
  6. 6. Interview Process oThe interview is divided into three parts:  Customer Service Aptitude  Critical Thinking Skills  Technical Knowledge
  7. 7. Interview Process oCustomer Service Aptitude How would you handle an irate Client? Is the Client always right? How do you think IT and Customer Service relate? Interview Questions
  8. 8. Interview Process oCritical Thinking Skills How do you deal with problems/issues that are unfamiliar to you? How do you deal with constant interruptions and the consistent necessity for multi-tasking? What steps would you take to troubleshoot for a client who cannot print? Interview Questions
  9. 9. Interview Process oTechnical Knowledge Name the operating systems and software for which you are familiar. How much experience do you have troubleshooting computers? What precautions should be taken when diagnosing hardware issues? Interview Questions
  10. 10. Interview Process oTechnical Knowledge Interview Questions
  11. 11. Training oBraveTechs begin the program as observers by shadowing the current and most experienced BraveTechs to build upon their knowledge-base and skills. oHelpdesk staff provide a workshop at the beginning of every semester.
  12. 12. Duties •Basic troubleshooting •Install technologies for user’s where requested •Software installations •Build images for all models •Identify and replace malfunctioning hardware •Assist with the creation of network cables and port activation •Provide assistance on the DoIT Help Desk
  13. 13. The Impact of BraveTechs oFor the past year, November 1 of 2009 to October 31 of 2010, BraveTechs have handled 45% of all work orders within Client Services. oThe rest of the Client Services team completed 55% of all work orders.
  14. 14. The Impact of BraveTechs oOn average, BraveTechs close 87 work orders a month.
  15. 15. Optimizing the Student’s Opportunities • Listen • Involvement • Motivation
  16. 16. Sarah Weatherman 2009 - Present “I have learned to be flexible and to adapt. I have also learned a lot about communication with our clients. I have learned what to listen for and what questions to ask to figure out what the problem is likely to be. ”
  17. 17. “It provided an opportunity for hands on IT experience that cannot be obtained in an academic environment alone, as well as additional skills to better prepare me for work in and outside of the computer industry.” Mike Pruitt 2001 – 2004 Graduated May 2004
  18. 18. “The BraveTech program put me in a setting for a career path that I enjoy, and also helped me obtain a full-time permanent position doing what I love.” Cassie Manis 2007-2010 Graduated May 2010
  19. 19. “Every day was a new problem to solve, an unseen challenge placed in my path to help my knowledge bank grow to encompass things I would undoubtedly have to face later down the road.” Ryan Guisewite 2007 – 2009 Graduated December 2009
  20. 20. Q&A Liz – Cassie –
  21. 21. Please visit to comment on our presentation. We appreciate any feedback or reviews anyone may have.