What is your role with the Division of IT?

SY: I am the manager for the student employees with Help Desk Central (HDC). HDC usually hires about 55 student employees each semester. Our business opens between 7:30 a.m. to midnight daily. I am responsible for planning and creating the weekly schedule for the student employees. Workforce management is very critical for HDC to function effectively and efficiently. The weekly schedule is generated based on forecasting to ensure sufficient staffing. Our student employees are staffed with different stations, such as phone, counter, info desk, Tier 2, Endpoint Support, etc. They troubleshoot issues for campus members as well as assist full-time staff with specific projects. Any operation changes with Help Desk Central will impact our workforce management.  

I have also been involved in hiring our new student technicians and coordinating our training program. As a part of our Quality Assurance team, I follow up on the feedback received from our campus members and make sure their concerns and needs are taken care of. I create reports for budgetary analysis and business operation needs. 

What does a typical workday look like for you?

SY: Due to the nature of my job, I talk to our student employees every day, constantly!  They love to stop by my office and talk about their work and school or simply grab some chocolates. I listen actively and give feedback with their best interest in my heart. I accommodate their needs and work with students to make sure "school comes first" while scheduling them to work. Student employees often need assistance adjusting schedules. They know I am here for them, even after work and on weekends. Therefore, my day goes fast and is a lot of fun. I work with other full-time staff to create a work environment in which student employees feel motivated, happy to come to work.  I also organize monthly social events such as a potluck and Birthday Cake Day each month, so HDC is also a fun place for them to work. I try to provide opportunities for our student technicians to grow in the role of managing. I have formed a scheduling team that includes several student technicians so that they have a chance to understand how the HDC workforce manages daily. Their assistance allows me to focus on the strategic part of my job and work on the projects. My team is awesome! 

What is the most rewarding part of your job?

SY: I love to work with our student employees because each of them contributes to the success of HDC. When they let me know that they did well in school or they resolved a complex issue for campus members, I cheer for them. When they say, "Sally, thanks for being there for us," I'm touched deeply. My goal is to motivate our student employees with my hard work, caring actions, and positive attitude. Most importantly I treat them with respect and fairness. When they feel that way, that is the most rewarding part of my job! I feel so grateful that I have this opportunity with support and trust from my supervisor, Jana McDonald. Jana has been an excellent mentor and coach to me. She is the fresh air to HDC and an awesome manager to the team! Jana knows her staff well and always motivates us to achieve more! Learning from her every day truly benefits how I grow as a manager myself and grow from my career. HDC is a wonderful team and is my work family!

What is something that you'd like students to know about IT at A&M?

SY: I have been working with Help Desk Central for 13 years. HDC has grown and evolved aligning with the change of the entire organizational goal and mission. We have a state-of-the-art facility that allows us to better serve campus members with advanced technology and tools. Come see us, Aggies! We are here for you! I am very impressed with how different groups and teams within the Division of IT communicate and work together under strong leadership. The long-term visions and strategic thinking of everyone move things forward to enhance teaching and learning. IT is not just an acronym. IT is associated with people, service, collaboration, teamwork, technology, innovation, and connectivity. HDC is the first step to getting to know IT. Let Help Desk Central help you accomplish your goals!

We are now in the process of consolidating campus IT. The goal is to provide a streamlined quality services in a timely and consistent manner. We are going to face challenges during the process, however, HDC will embrace these changes and work to create success for the university as things are enhanced.      

Tell us a little about your role for the University's Staff Council representing the Division of IT.

I served as the Secretary Officer for two terms in 2019 & 2020 as part of the Staff Council leadership team. I learned a lot and had the opportunity to get to know more about campus. Being on the staff council, I perform duties as other council members do to make sure our staff’s voice is heard and reported to the university administration. Staff is the backbone of Texas A&M. Their selfless service and passion for what they do greatly contributes to student success and university operations on all levels. With the Staff Council, we advocate for our staff members and promote their well-being and the benefits that they deserve. I am currently still serving as a member. I have been passing along information I learn to the Division of IT. I feel so honored to represent the Division of IT.