If you’ve ever felt the sheer panic of tackling a new technical skill while trying to survive grad school, UMBC international student Soumya Bhate’s new video is the ultimate comfort watch. Released as part of the "DoIT Student Digital Stories" series, the video features Bhate’s journey from a data-loving student to a confident campus IT professional. Balancing demanding coursework with hands-on roles as an IT assistant and Business Intelligence analyst, Bhate shows how on-campus jobs can turn intimidating concepts like SQL into a fun, real-world playground.

The heart of the video lies in Bhate’s relatable, down-to-earth advice for anyone stepping into a new job: never be ashamed to ask questions. She credits her supervisor with creating a super-supportive workspace where no technical doubt was too small, and mistakes were just stepping stones. This welcoming vibe didn’t just help her conquer data analytics; it also helped her shake off the unique nerves that come with adapting to a brand-new professional culture as an international student.

Looking ahead, Bhate is ready to take on the tech world with a smile, playfully noting that "it's data all around" as she eyes her dream career as a data scientist. 

Willis Crosby, a senior Information Systems major with a certificate in Network Administration, discusses his journey at DoIT. Willis has worked as an Install Technician at AV services for over three years, and in just a few short weeks, he'll be walking the stage and graduating as a member of the Class of 2026. 

Willis’ Digital Story

In his DoIT digital story, Willis talks about his work, how he got here, and the ways his experiences have helped him grow. He’s proud to do what he does, and enjoys coming into work everyday, something he credits as an early sign the role was right for him. Willis also discusses the importance of leveraging your network from the top down, not just your coworkers. Knowing the right people can get you started and put you on the right path.

Please join us in congratulating Willis on his graduation and years of hard work at DoIT, best of luck on the road ahead!

Courtney shares her 8-year journey in desktop support at UMBC, highlighting career growth, technical skills, and future goals in cybersecurity.

Navigating a Career in IT Support: Lessons from Eight Years at UMBC

Building a successful career in information technology is rarely a straight path. It’s a journey marked by learning, adaptation, and the relationships you forge along the way. Courtney Burkett’s story, as shared in her candid reflection on eight years at the University of Maryland, Baltimore County (UMBC), offers a compelling look at what it takes to thrive in desktop support and beyond. From her beginnings as a specialist to her current role as manager for desktop support (client services), Courtney’s experience is a testament to the power of flexibility, continuous learning, and the value of human connection in the tech world.

In this article, we’ll explore the key themes from Courtney’s journey: the importance of technical growth, the impact of networking, the necessity of flexibility, and the role of memorable experiences in shaping a fulfilling career.

The Path to IT Management: From Specialist to Leader

Courtney’s career at UMBC began in a specialist position within the Division of Information Technology (DoIT). With an undergraduate degree in graphic design from Stevenson University, she entered the world of desktop support seeking to expand her technical expertise. This transition wasn’t just about changing job titles—it was about embracing a new set of challenges and acquiring skills that would open doors in the future.

Her initial role provided the foundation for her growth. As she moved from specialist to coordinator and eventually to manager, Courtney’s journey was marked by a willingness to learn and adapt. The fluidity of her career path at UMBC highlights a crucial lesson for anyone entering the IT field: be open to new opportunities, even if they take you outside your comfort zone.

Building Technical Expertise: Gaining Hands-On Experience

Courtney’s time at UMBC has been defined by a commitment to building technical knowledge. She highlights several key areas where she’s developed expertise, including:

1. Building software packages and working with System Center Configuration Manager (SCCM).

2. Imaging computers and managing hardware deployments.

3. Understanding phone infrastructure through VoIP projects.

These hands-on experiences have not only enhanced her technical skill set but also increased her confidence in tackling complex IT challenges. For anyone looking to advance in IT support, Courtney’s journey illustrates the value of seeking out practical, real-world learning opportunities.

The Power of Networking and Relationships

Courtney attributes much of her career growth to the relationships she’s built at UMBC. She encourages new employees—whether students or full-time staff—to branch out, make connections, and network across the campus community.

In her words, “I’ve met some amazing people here at UMBC and I truly believe that the connections and the networks and the relationships I’ve made have really helped elevate my career and really get me to where I am today.”

Networking isn’t just about advancing your career; it’s about building a support system, learning from others, and creating opportunities for collaboration. In the often fast-paced world of IT, these relationships can make all the difference.

Courtney’s experience also highlights the long-term value of professional relationships. She notes that people she met a decade ago have reappeared in her life, sometimes in unexpected ways. This underscores the importance of treating every interaction as an opportunity to build lasting connections.

For those just starting out, her advice is clear: don’t underestimate the power of networking. The relationships you build today may open doors tomorrow.

Customer Service: The Heart of Desktop Support

While technical expertise is essential in desktop support, Courtney emphasizes that customer service is equally important. Her role requires not only solving technical problems but also building rapport with users and colleagues.

Being approachable, responsive, and empathetic can set you apart in IT support. Courtney’s success as a manager is rooted in her ability to connect with people, understand their needs, and provide solutions that make a difference.

Memorable Projects and Team Experiences: Leading the VoIP Phone Deployment

One of Courtney’s standout memories from her time at UMBC is her first major project: deploying VoIP phones at the Columbus Center in 2017. This project introduced her to the complexities of phone infrastructure and provided valuable experience that would serve her well in future initiatives.

Even years later, colleagues still seek her expertise on VoIP systems—a testament to the lasting impact of hands-on project work. For IT professionals, taking ownership of projects and seeing them through to completion can be both rewarding and career-defining.

Pursuing Further Education and Future Goals

Courtney’s commitment to growth extends beyond her day-to-day work. She’s set to graduate with a master’s degree in Information Systems, with a focus on cybersecurity. This advanced education is not only a personal achievement but also a strategic step toward her future goals.

Her interest in cybersecurity reflects a broader trend in IT, where security expertise is increasingly in demand. By aligning her education with industry needs, Courtney is positioning herself for continued success and new opportunities.

With her master’s degree and hands-on experience, Courtney hopes to transition into cybersecurity, focusing on incident tracking and mitigation. Her journey illustrates the importance of setting long-term goals and taking deliberate steps to achieve them.

For those considering a similar path, her story is a reminder that career growth is a continuous process. Whether through formal education, on-the-job learning, or networking, every step you take brings you closer to your aspirations.

Shout-Out!

Courtney will be graduating in May 2025 from UMBC, with an MS in Information Systems. Congratulations Courtney!

Watch her complete video here!

The first draft of the above announcement was generated using GenAI and edited by the Division of Information Technology Communications and IT teams.