2. MY CO-OP
EXPERIENCE
• IT Service Desk Analyst at Sheridan
College
• I provided remote technical
support to students, staff and
faculty through phone, chat and
email
3. MY DAILY WORK FLOW
Phone call,
email or chat
Create ticket
Discover the
issue
Resolve the
issue if possible
Close ticket or
assign to
another team
4. COMPETENCIES TO FURTHER
MY LEADERSHIP EFFECTIVENESS
•Leadership
• A good leader can make or break a company
• Good leaders help their team achieve their best,
recognize every member and share credit with the
whole team while also celebrating contributions
5. COMPETENCIES TO FURTHER
MY LEADERSHIP EFFECTIVENESS
•Communication
• A good leader can communicate effectively, clearly
and respectfully
• Good communication skills is a great foundation for
a respected and effective leader
6. MY
PROUDES
T
MOMENT
• Being able to help a customer with an
issue that others couldn’t
• A software stopped working and
their team members and another IT
support member was unable to
solve the issue
• I resolved the issue myself by
installing the software on a virtual
machine and porting their previous
work from their laptop to the
virtual machine
• I am proud that I could do this
successfully as a co-op student
when others could not
7. WHAT I LEARNED ABOUT MYSELF
• This was my third co-op working in a support position, so I
never felt out of my comfort zone
• I learned that I like to resolve issues as fast as possible without
needing to rely on others
• I realize this isn’t always possible, however I feel it is most
efficient for myself and the customer to resolve the issue as
quickly as possible, so they don’t have to wait hours or even
days for a resolution
8. WHAT I
STRENGTHENE
D THE MOST
• Critical Thinking & Problem Solving
• This was integrated into my
practice by continually having to
solve problems on my own that I
hadn’t seen or faced before
without the assistance of others
• I asked vital questions about the
problems, gathered and
assessed the available
information and used it to
resolve the issue at hand
