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 involving hiring our new student technicians and coordinating our training program.  As 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 so HDC is also a fun place for them to work, such as, we have a potluck and Birthday Cake Day each month.  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, they have a chance to understand how 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 -- each of them contributes to the success of HDC. When they let me know that they did well at 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 myself as a manager and grow from my career.  HDC is a wonderful team, and it 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 13 years.  HDC has grown and evolved aligning with the change of the entire organizational goal and mission. We have a state-of-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 of the Division of IT communicate and work together under leadership. The long-term vision and strategic thinking move things forward to enhance teaching and learning.  IT is not just an acronym. It also means people, service, collaboration, teamwork, technology, innovation, connectivity. HDC is the first step to getting to know IT. 

Now we are in the process of consolidating campus IT.  The goal is trying to provide streamlined and quality services in a timely and consistent manner.  We are going to face challenges during the process.  HDC will embrace some changes and challenges.  I believe we will succeed and take off as a more enhanced Help Desk for the university.     

What does it mean to you to be a "Face of IT" or "Face of the Division of IT"?

SY: When I was invited to take part in the campaign, I felt honored and humbled. I cherish this opportunity and am so proud to be part of Help Desk Central and the Division of IT. I have had a wonderful and rewarding experience here and I believe the Division of IT has become essential to student life. IT supports our students to pursue their academic success on campus with Help Desk Central, as the first point of contact. They feel the Aggie spirit - fellow Aggies help others! The Division of IT has transformed the campus with a robust network, advanced technology, accessible information, innovative cyber security, and professionals with a variety of expertise. 

Tell us a little about your role for the Division of IT’s staff council.

I had been serving as the Secretary Officer for two terms (2019 & 2020) as part of the Leadership with Staff Council.  I have learned a lot and have had the opportunity to get to know more about campus.  As staff council, I just perform the duties as other council members to make sure to have our staff’s voice heard and report them to the university administration,  Staff is the backbone of the university.  Their selfless service and passion for what they do greatly continue to student success and the university operations at all levels.  I feel like, together with the staff council, we advocate for our staff and promote their well-being and the benefit they deserve.  I am currently still serving as a member.  I have been passing along the information from what I have learned to the staff with the division of IT.  I feel so honored representing the Division of IT.  With my experiences serving for the staff council, I have volunteered to be part of the planning for a holiday or social events sponsored by the Division of IT.