Khalid Muqueeth, a senior in information systems, is a student worker at the Technology Support Center (TSC), which is the first stop in assisting the UMBC community with technology questions and requests. As he prepares for graduation, Muqueeth reflects on his past two years as a Senior Consultant at the TSC.

Growing up, Muqueeth had an affinity for technology. He always went after the tech classes in high school rather than the art ones. Muqueeth was also good with talking to people in general, so naturally the TSC was a good fit for him.

When he first started at the TSC, Muqueeth was thrown off as to what he would be doing. “I didn’t know what to expect,” Muqueeth said. “I thought I would be doing more hardware stuff.” Things like hardware support are one of the few things the TSC can’t do. Although he was good at answering phones, he made a small script of what to ask people to better assist them with their problems until he had it memorized by heart.

He also recalls his first day as a jumpstart into working in IT support. On his very first shift, there were multiple calls coming in at once and a constant rush of people coming up to the front desk seeking tech support. 

It wasn’t a solo effort though, as Muqueeth would go on to learn. Even during the constant rush, there was always someone with him at the desk to help out when needed. “It’s a group effort more than a solo effort,” Muqueeth said. “Everybody who works there, we all have each others backs.”

When not at the TSC, Muqueeth spends part of his time volunteering. Ever since high school, he has actively volunteered with Habitat for Humanity and has gone on to join Helping Hand. “One thing I always try to follow is, life is too short [you should] help someone else.” said Muqueeth. 

He also finds time to volunteer at soup kitchens, while also playing an active role as an advisor to the Muslim Student Association (MSA) here at UMBC.

For the next wave of TSC student workers, Muqueeth has some key advice to pass down. First, practice makes perfect when you’re answering phone calls and it’s beneficial to recognize the tone of the person you’re talking to. The most important piece of advice? Don’t be afraid to fail, since you will learn a lot with assisting with different types of people. 

 “It’s a spontaneous job, no matter what you’ll be asking for help.” Muqueeth said. 

Looking at his past two years, Muqueeth never imagined staying on this long, but has felt good for the times he was able to help people and is thankful for it. He attributes it to two main things; his fellow students he has worked with and how fulfilling the work is when he helps someone. “Everyone is different and fun,” said Muqueeth. “It’s like a little world in an office.”

The Technology Support Center (TSC) is the first stop in assisting the UMBC community with technology questions and requests. The TSC is made possible thanks to its many student workers, who all have a unique background. Take Lily Prokop for instance, a sophomore majoring in Music Education & Music Performance.

Like many, Prokop applied to the TSC through UMBCworks. Prior to the TSC, she did not have any firsthand knowledge on IT support. “I’ve been working for the TSC for about a year,” said Prokop. “But when I first started, I had no idea what was going on. I was so nervous at answering phones.” 

Prokop was determined to change that. She had the drive to get over her nervousness by wanting to answer every phone call that came in. By doing so, she was able to get it down to a point where she didn't have to follow a script or go step-by-step on certain tasks. 

While not working at the TSC, Prokop enjoys playing music and can play six different instruments. Her favorite one, however, is the oboe. Before high school, she was a big fan of the clarinet but did not know about the oboe. After seeing someone in high school play an oboe, Prokop was inspired her to learn to play it. 

“I knew playing oboe would also give me an advantage when applying to music schools [and] college because there aren't many oboe players.” said Prokop.

Those advantages would become apparent. Prokop would be invited to perform as a guest at Carnegie Hall for the Chesapeake Youth Symphony Orchestra (CYSO) and plays wedding gigs in the summer. 

For Prokop, performing indoors is usually standard, with only a small handful of opportunities to play outside. That changed when Prokop performed at UMBC’s 50th anniversary with the rest of the UMBC orchestra outside. “I was so proud to represent UMBC,” said Prokop. “It felt exhilarating to literally watch the sunset as we played...playing in that setting to honor UMBC was really wonderful.” 

While being a full time student and musical performer, Prokop is also a proud member of Alpha Sigma Alpha, where she participates in fundraisers and other philanthropy efforts. Last semester, Prokop participated in Hula Hoop for Hope. During Hula Hoop for Hope, members all take turns hula hooping for 12 hours. She has also become their main line for tech support as well. “I end up answering people’s tech questions in our group chat.” said Prokop. 

Working at the TSC has been a great experience for Prokop, but it’s not a solo effort by any means. It’s a team effort that helps create a welcoming and productive work environment. “The people who work here are pretty cool,” said Prokop. “When customers are walking into the TSC, and there's an issue, I know someone I’m working with will know how to solve something.” 

After the TSC, Prokop wants to become a music teacher in Baltimore City. When looking back at her time spent so far at the TSC, Prokop reflects on it being a positive learning experience.   

“People are often surprised when they find out I'm a music major who works within DoIT. The TSC has not only given me versatile work experience, but it has also given me confidence in my knowledge of general technology and customer service skills.” said Prokop.

Located on the first floor of the Albin O. Kuhn Library & Gallery, The Technology Support Center (TSC) is the first stop in assisting the UMBC community with technology questions and requests. The TSC is made possible thanks to its many student workers, like Saiful Islam, a senior Mechanical Engineering major.

Two years ago, Islam was sent a link to apply to the TSC through UMBCworks. Throughout high school, he had many experiences with technology with the classes he took. He is also tier 1 tech support for his family. “I’m just good with computers,” Islam said. “Any time family had computer issues they came to me.”

Islam also happens to be a Senior Consultant at the TSC. Most of the days at the TSC consist of just answering calls and logging tickets, but additionally he is in charge of training new employees. 

While at work, it’s not simply just a solo effort. It’s a team effort between students, “We are always just asking each other and we help each other out” said Islam. 

When he first started out at the TSC, he was nervous. The TSC handles phone calls from inside and outside the UMBC community. Over time, it got better and now it’s second nature to Islam. 

“I never had a job where I had to talk to someone on the phone. It’s kinda hard initially, the longer you stay on the less these things bother you.” said Islam.

There are a variety of calls that come into the TSC, which the students are all equipped to handle. New students needing help setting up their accounts, people needing help getting online, or anyone experiencing network issues, the TSC can handle. “There are some calls that are beyond what we do, but most of the calls [we get] is stuff we can do.” said Islam. Things like hardware related issues are just some of the things the TSC can’t do. 

When not at work, Islam likes playing video games, playing soccer or just spending a ton of time binging Netflix. In the past two years, one of his favorite things about working at the TSC is the fellow students he has met. “I’ve met a lot of people through the TSC who are co-workers at first but have become good friends [later on].”

Interested in working at the TSC? Follow the DoIT group on myUMBC for job postings and updates. 

For over a year, Christian Oyson has worked Tier 1 support for the Technology Support Center (TSC) here at UMBC, providing assistance to students, faculty and staff. Oyson, a senior majoring in Informations Systems with a minor in Computer Science, started out at the TSC in summer 2014 as a student consultant. On a daily basis, the TSC gets a variety of calls ranging from user accounts, computer issues, phones, to internet complications and blackboard assistance. “If it’s anything technology related, we can try to assist you.” says Oyson. 

On average, working at the TSC fluctuates depending on the hour and how many people are on duty. During a regular semester, there are two to three students working at a time and get about ten calls per shift. “Most people that call us do tend to be friendly,” says Oyson “but sometimes we can get calls from people frustrated on their issue and we do what we can to keep them calm while assessing the situation.”

Not all calls lead to a complex solution. Oyson recalls one call he had that was a simple fix involving a user who could not turn on their computer even though everything appeared fine. He had asked them if the computer was plugged in securely to an outlet, to which the user replied that it was plugged into a power strip. Oyson then followed up with his question and asked if the power strip was turned on, something the user did not think of. “The next thing I hear on the phone were happy cheers and sighs of relief.” Oyson said “I guess the saying "Try turning it on and off again" does come in handy.”

Not every call is as easy, and when it is really busy, such as during the first few weeks in the beginning of the semester or during a campus wide situation, the TSC springs into action. Oyson says “If it gets extremely busy, all hands on deck. Depending on how many are on duty, we have a rotation system determining who takes the call, but if things get really busy, then whoever is available has the call.” 

Joining the TSC can be a great opportunity to break into the tech field and boost your communication skills according to Oyson. He mentions that starting out is challenging, but it gets easier as it goes on. “At the TSC, we talk to people from all walks of life: Old and young, tech experts and novices, and people from around the world.” Oyson says “You really don't know who you are talking to until you answer the call. With that said in mind, be ready and familiar with various approaches on how to tackle on a situation.”

Oyson will continue his work at the TSC through the upcoming fall semester. “I plan to continue working this position until I graduate in the spring of 2016 gaining as much knowledge and experience I can in preparation for the IT career ahead of me” Oyson said.