This document describes the history and operations of the BraveTech program at UNC Pembroke. It discusses how the program was created in 2001 with 12 inaugural members representing various fields of study. It also details the pre-interview process, interview process assessing customer service, critical thinking and technical skills, training provided, duties of BraveTechs including basic troubleshooting and software installations, and positive impacts and experiences of former BraveTechs.

1. Cassie Manis
Liz Cummings
UNC - Pembroke

3. 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.
http://techrangers.ucf.edu
• Offered a 76 hour BraveTech Training
Program during the two weeks prior to a
new school year starting.
• The training program ended in 2004.

4. Characteristics
• Dependable
• Positive Attitude
• Punctual
• Motivated
• Flexible
• Team Oriented

5. 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

6. 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.
https://www.myinterfase.com/uncp/student/
o They must also submit a resume.
o Applications are reviewed and top applicants are
selected for an interview.

7. Interview Process
oThe interview is divided into three parts:
 Customer Service Aptitude
 Critical Thinking Skills
 Technical Knowledge

8. 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

9. 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

10. 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

11. Interview Process
oTechnical Knowledge
Interview Questions

12. 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.

13. 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

14. 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.

15. The Impact of BraveTechs
oOn average, BraveTechs close 87 work orders a
month.

16. Optimizing the Student’s Opportunities
• Listen
• Involvement
• Motivation

17. 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. ”

18. “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

19. “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

20. “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

21. Q&A
Liz – liz.cummings@uncp.edu
Cassie – manis@uncp.edu

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