Introduction

Hello, I’m Dustin, and I’ve been navigating the dynamic world of IT support since 2017. With a foundation in Computer Network Systems and Administration from ITT-Tech (2013), my career has taken me through various roles, each offering unique challenges and learnings. Today, I’d like to share my journey, hoping to inspire those starting in IT or looking to advance in this field.

First Steps at Delta Sonic Car Wash (2017-2019)

• Role: Computer Support Technician
• Scope: Managed IT needs across 9 locations in 2 cities.
• Deeper Dive:
  • Challenges Faced: Tackling complex POS system issues and network dilemmas was a daily task, pushing me to develop effective troubleshooting skills.
  • Skill Development: This role was crucial in honing my technical problem-solving abilities and customer service skills, teaching me the value of patience and clear communication.
  • Key Takeaways: I learned the importance of a meticulous approach to diagnostics and the necessity of translating tech jargon into understandable language for non-tech staff.

Leveling Up at NYS ITS (2019-2023)

• Role: Level 2 IT Support (L2 ITS)
• Scope: Provided IT support for 25 agencies over 10 counties in Central NY.
• Expanding Horizons:
  • Broader Impact: My efforts here went beyond fixing immediate issues, contributing to smoother operations across multiple agencies.
  • Professional Growth: This period was marked by growth in project management and strategic planning, as I spearheaded hardware rollouts and upgrades.
  • Memorable Projects: A significant project I managed was the standup of the Mass Vaccination Site at the NYS Fairgrounds, which taught me valuable lessons in large-scale project execution.

Current Role at Virtual Service Operations (VSO) (2023-Present)

• Role: Raytheon Technology Deskside Support at Pratt & Whitney
• Scope: Catering to the IT needs of about 200 users at the Pratt and Whitney PSD campus.
• Current Endeavors:
  • Solo Operations: As the only IT support on campus, I handle everything from software installations to complex troubleshooting, ensuring smooth tech operations for all users.
  • Adapting to Change: This role requires me to be agile and up-to-date with the latest technologies, adapting quickly to new challenges and IT methodologies.
  • Independent Problem Solving: Working alone has honed my ability to tackle issues independently and develop innovative solutions, reinforcing the importance of self-reliance and resourcefulness in tech support.

Future Plans and Aspirations

• Academic Pursuits: I’m excited to start an Accelerated Bachelor’s and Master’s IT degree program at WGU on 2/1/24, aiming to deepen my knowledge and open new career avenues.
• Career Vision: Post-graduation, I envision a role that not only challenges me but also aligns more closely with my passion for emerging technologies and innovative solutions.

Personal Reflections

• The Tech Landscape: The IT field has evolved tremendously, and I believe we’re on the cusp of more groundbreaking changes in technology and how we interact with it.
• Work-Life Balance: Balancing a demanding career with personal passions like homelabs and Pathfinder gaming has been a fulfilling journey in itself.

Conclusion

My journey through the IT landscape has been enriching and enlightening. I’m grateful for the challenges and opportunities I’ve encountered, and I hope my story encourages others to pursue their own path in tech. If you’re on a similar journey, I’d love to hear about your experiences and challenges. Together, let’s continue to learn, grow, and innovate in this ever-evolving field.