"I enjoy supervising and working with the people in the Support Center. They all work very hard to provide the best customer service to Micron employees." –Serena, Support Center
What do you do in your position?
I am a Support Center Supervisor for Micron's internal Support Center. I supervise the Technical Support Analysts who answer incoming calls from Micron employees who need help with computer or programming problems. Our team supports many systems and programs within Micron's environment on a first level of contact, including Microsoft applications like Word, Excel, Access, Outlook, NT Passwords, Printers, and several in-house programs developed especially for Micron.
As a supervisor, I help plan, schedule, and determine what tools and training the analysts will need to perform their jobs effectively. I have one-on-one meetings with the analysts to keep up-to-date on their current projects and support issues. I assist with possible support obstacles that may affect the support our team provides and the overall performance within the Support Center.
How or why did you decide to enter a technical career?
When I started working for Micron as a security receptionist, I enjoyed working with the programs and tools I used on the job. This sparked my interest in a technical career path, which I never dreamed would appeal to me. Micron's opportunities to advance within the company opened the door for me, and I applied for a position as a Technical Support Analyst. From that position, I was promoted to my current position as a Support Center Supervisor.
What do you like about your job? Give an example of an interesting project or opportunity.
I enjoy supervising and working with the people in the Support Center. They all work very hard to provide the best customer service to Micron employees. We work together as a team and do it well! Recently, we standardized the documentation of all the procedures and policies used within the Support Center. This required everyone on the team to provide a lot of detail on what they did and how they did it and encouraged us to be creative when developing a standard method to be used now and in the future.
What high school courses helped you prepare for your job or
college program?
The high school course that helped me most was typing. I know that sounds out-of-date, but considering the high school I went to only had one computer class, I really didn't have a choice. Boy, do I feel old! My first position at Micron listed typing skills as a requirement. If I had never taken typing in high school, I may not be where I am today.
What post high school education did you pursue?
I enrolled in some of the basic computer and communications classes Micron offers. The training department here provides many education programs that help a person further his or her career.
What advice would you give a student interested in pursuing a technical career?
Take advantage of all the computer classes and resources your school has to offer. You can learn so much about computers just by working with them on a continual basis; and if you are interested in technology, this is a good way to get started. If you have convinced yourself that a technical career is not for you, just remember that it is inevitable that you will run into a technical task or requirement no matter what profession you choose.
What do you enjoy doing outside of work?
I enjoy camping with my family, sewing, holiday crafts and decorating, singing, taking pictures of my family—mostly of my five children—and shopping, of course!
Education: Support Center
A college education in a related field is preferred but not required for this position. Customer service skills are critical. Technical skills in Microsoft Word, Excel®, PowerPoint®, Access™, and navigation skills in Windows XP® or Widows Vista® are ideal. Linux® skills are an asset to the team.
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