I've never enjoyed a job more than this one. Most jobs I've had, I've learned something new, and enjoyed it, but my most current job, is the one I feel has been best suited for me. My parents told me I'd work with computers eventually, and they were right. Currently I work at Api Digital as a Senior Tech.

I started working there in August of 2006. My best friend Monica, introduced me to the manager of API. I was working at waffle house, and they came in. When I had a chance to take a break, and have a smoke, we walked outside. First thing he said was lets talk about your new job. The next week I changed my WH schedule and start working at API. The basics of what we do is internet tech support. Taken straight from our company website:

API Digital's reputation of running a strong network earned the classification of an ISP's Service Provider. In addition to its Arilion brand filtered internet, API Digital provides access and services for over 25 other Internet Service Providers across the United States.
As a tier 1 technician, my basic duties were to troubleshoot customers internet problems ranging from dial up to email, and most other basic problems. If I couldn't resolve the issue by phone, a trouble ticket was made. It was my responsibility to follow up with the customer to make sure the issue was resolved. Certain extra duties required configuring modems in office, & working on issues assigned to me by higher level technicians.

Once I learned the basics, I started branching out on my own. Learning more things that would help me troubleshoot more effeciently and with a higher success rate. I started following up on tickets that belond to other technicians, in addition to my own.

In our ticketing system, we have a bin for our higher level technicians to look into. During the weekend, when it was slow, I started going through that bin to force myself to handle harder issues. To learn more problem solving techniques. I started making myself available to work overtime and be trained on new things.

During that time we created a new ticketing system in addition to the one we had to begin with. During the weekends these bins, as they are called, became easy to maintain. Greatly helping to keep me busy, I started consistently working those bins Except one company that was above my skills of dealing with.

Some managerial changes happened within the company not long after I was hired on. Several people that meant alot to me left the company. It was like one big family. I was still learning, and didn't really want to leave the job. After about 6 months, I started taking on more responsibilities on my own. New hires began asking me questions, as well as listening to my calls to learn more.

About a month after, my role into who I was within the company began shifting as well. Talk of raises and promotions came about, and once that went through, I became a Senior Tech. As with any promotion a whole new set of responsibilities, in addition to the ones I already had.. Every day, my list of things became the same. I became responsible for monitering our alarm system for servers. I got off the phones, for the most part, unless we are a bit busy, or something breaks.

I work with our higher end customers now, as well as dealing with special issues, and upset customers. I'm the first line of defense, on answering questions for the newer techs. The "RT" bin (ticketing system) is basically mine to upkeep. I approve trouble tickets to be sent to repair department. Assign work for different shift employees. Each day is different, but enough to keep a routine that I don't lose my mind.

I love working the weekends, it's slow at work, I can get alot of things done. I'm actually the on in charge on the weekends. I don't have the same privileges as a tier 2, but I do get to over see the weekends.

My next goal for this company is to become a tier 2. Even though there are no positions open, and there are at least 2 people ahead of me in line for that promotion. There is hope though. We are radpidly growing, & once space provides, more people will be hired, and there will be a need to fill the position. This is one job where I have proven hard work, and perseverance really pay off, and right now, there is no ceiling, I still have alot of room to move up.

This is one of the most rewarding jobs that I have. Sometimes you can hear in customers voice when you fix their problem, no matter how small or large the issue is. Sometimes just answering a simple question means you've done your job. I'm always ready to go home at the end of the day, but I never dread getting up and going to work.

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