Robert Morris University Computer Information Systems

Prof. Abd El-Illah Serir BUS 356 - Spring 2010 Internship

Learning By Heart
My Internship Experience at Robert Morris University

Trevor Fitzpatrick 4/15/2010

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Table of Contents
Part 1 - Introduction...................................................................................................................................... 3 Part 2 Mission and Culture......................................................................................................................... 5 Part 3 Experiences .................................................................................................................................... 10 Part 4 Conclusion ..................................................................................................................................... 13 Works Cited ................................................................................................................................................. 14

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Part 1 - Introduction
The importance of internships lies in its inherent purpose. The purpose of an internship is to provide opportunities for students to gain experience in their chosen professional field (Intern 1). There are three reasons that internships are useful for prospective employees. The first reason is that internships allow a student to develop skills that might be useful to them in their industry and the business world as a whole as well as giving them an opportunity to accentuate and utilize talents that they have learned in school or in training sessions (Intern 1). Another reason is that an internship can also be a revelation of a students interest in a particular industry. For example, a person who does well in an internship related to information technology may develop an interest in a full career in the field. An internship should not be treated as an unimportant and inconsequential assignment because if an intern shows a lack of interest in the position, it may show an employer that they are not the ideal employee that the company wants. An internship also provides a student with a chance to create a network of contacts, which is a useful benefit in a difficult job market (Intern 1). The benefit of having professional contacts is that a person can gain information on new job openings, receive advice on how to succeed in the field, and become referred to by experts in the field. In certain cases, a former intern can acquire full-time employment at an organization once they have enough necessary experience (Intern 2). With these benefits, an internship can be useful for employers because it gives them a chance to scout for potential employees who can become strong assets for the organization. For my internship as an IT support technician at Robert Morris University, I felt that my supervisors took these three reasons into consideration when they gave us our assignments. The supervisors gave assignments that allowed us to utilize skills that we have acquired through CIS

Fitzpatrick 4 classes as well as gaining new skills that are necessary in the information technology field. Those tasks included operating system installation, disk cloning, creating cables, booting two operating systems in one computer, creating servers, network installation, and peer-to-peer network creation. Our supervisors also provided us with situations that required the use of the skills that we have learned from them, such as the reconfiguration of the computer lab in room 318 and the creation of new cables for the computer lab in room 320. My site supervisor, Mr. Abdou, also gave me the task of acting as a teaching assistant for his IT essentials class. This task also helped me to share my knowledge of computers with other students. From these tasks, I also improved my personal skills along with my technical skills. I learned how to interact with my co-workers more effectively, maintain order within my group, and perform jobs in a patient manner. The teaching assistance job was also an opportunity to learn how to interact with different people as well as share advice about proper computer maintenance and experiences with computers. My plan for my career is to be a freelance IT administrator because I feel that as a freelancer, I have the ability to create a flexible work schedule for myself and establish a sense of stability and control in my career as well as my personal life. As a freelancer, I also have the ability to work in different sectors of the information technology field, which would allow me to diversify my skills and experiences. I would also be able to work for multiple companies, which is a great advantage in the modern, competitive job market because I would be able to have multiple sources of income. I also feel that I would be more influential in the field as a freelancer as opposed to an employee for a specific company because I could distribute my own knowledge to multiple clients. My internship experiences allowed me to understand the type of work that a network administrator has to perform. After my internship, I gained hands-on experience in network and systems administration, configuration, and installation. I learned about different

Fitzpatrick 5 types of software and hardware from my teaching assistance. The skills and information that I acquired from the experience are essential skills that an IT professional needs to learn and utilize. In my report, I will discuss the mission and culture of Robert Morris University and how it correlates with my internship experiences. I will also discuss my experience with the software and hardware that the schools IT support technicians use as well as the different techniques and procedures that I learned during my internship. I will also address my experiences in Mr. Abdous IT essentials class and what I learned from the students as well as what I was able to teach them. Finally, I will discuss the strengths and weaknesses of the IT support department of the school as a whole and how I would improve the organization.

Part 2 Mission and Culture

The mission of Robert Morris University is to offer professional, career-focused education in a collegiate setting to diverse communities (Our Mission, History, and Credentials 1). One of the defining characteristics of Robert Morris University is that they prepare students to be practitioners in their chosen field, socially responsible to their community, and a foundation for their family (Our Mission, History, and Credentials 1). There are four qualities that that the staff of Robert Morris University is dedicated to. Those qualities are growth, improvement, viability, and enrichment. Their dedication to growth is shown through their ability to provide educational opportunities to an increasing number of students (Our Mission, History, and Credentials 1). RMU seeks to improve the quality of the programs that they offer. Their dedication to viability is shown through their desire to manage scarce resources with efficiency and to distribute new information in a timely manner (Our Mission, History, and Credentials 1). The schools dedication to enrichment is shown through

Fitzpatrick 6 their concern of adding value to the personal and professional lives of students, faculty, staff, alumni, and the communities we serve (Our Mission, History, and Credentials 1). I feel that my experiences have fulfilled each of these qualities. My personal growth has been augmented by the internship because I feel that my supervisors have chosen me and the other interns based on our willingness to learn more about computers than what we were taught in class. Our internship group used the resources that we were given in an efficient manner in order to accomplish important tasks. For example, during a project involving the reconfiguration of the computer lab in room 318, we reduced the amount of time it would take to reinstall Windows XP on every workstation in the lab by using a new software program called Acronis True Image System Backup. Acronis True Image is a disk imaging program that can also perform a software backup process known as disk cloning. Disk cloning is the process of copying the contents of one computer hard disk to another disk (Disk cloning 1). Disk cloning is a procedure that is useful for several reasons, such as rebooting and restoring a hard disk drive to full working order, creating a comprehensive backup of their operating system and installed software, and provisioning computers with a standard set of software for new users on the network (Disk cloning 1). Cloning is especially useful after a user downloads inappropriate content and programs, or infects a computer with a virus because the computer can be restored to a clean, working state (Disk cloning 1). The disk cloning process allowed us to quickly reconfigure every workstation in the lab by creating multiple copies of the same hard drive image that we created for the lab so that the computers could have a consistent configuration. If our supervisors had not given us access to the Acronis program and told us of its uses, the project would have taken longer than necessary. This is reflective of Robert Morris Universitys dedication to ensure that employees are able to retrieve the proper resources for a task in an

Fitzpatrick 7 efficient manner. My supervisors were willing to allow us to use new technologies such as Acronis to complete our task and trusted us to use it effectively. I also feel that through our reconfiguration of the computer lab in room 318, we have improved the quality of one of the schools major learning facilities, which lends credence to RMUs promise of improving the quality of the services that they provide to their students, faculty and staff members. Through the reconfiguration of room 318, our internship group made it easier for students to access programs that were previously not available on those computers. When we created the hard disk image that would be cloned for all the machines, we took the fact that many of the workstations did not have the same general configuration into consideration. For example, certain classes required the use of VMware Workstation, a program that is used to set up different operating systems as virtual machines, but the program was not included on every workstation in the room. Users would have to install Microsoft Virtual PC for projects that involved the use of virtual machines, which is a program that did not have the same amount of configuration options as VMware Workstation, such as the creation of virtual machines. For the hard disk image, our group included both VMware Workstation and Virtual PC in the configuration so that the students could create their own virtual machines as well as run multiple virtual machines on one program. With this method, we were able to satisfy the users that have grown accustomed to using Virtual PC and have never used VMware Workstation as well as the users who wanted to easily access VMware Workstation on the computers. Another positive aspect of the project was that our supervisors allowed us to add programs that we felt would be beneficial to the users. For the project, I suggested that the image should have multiple web browsers so that the users could have a broader selection of options in terms of navigating the Internet. Instead of relying on only Internet Explorer and Mozilla Firefox, I felt that the users

Fitzpatrick 8 should be exposed to more alternative browsers, such as Opera, Apple Safari and Google Chrome, so that they can understand the importance of innovation and security in terms of web browsing. I feel that the reconfiguration project was the highest point of my internship because I was able to use a new technique that could be useful in my future career path and I was also able to add my own input on how to improve the quality of the workstations. In terms of enrichment, I feel that the experience has added value to my personal and professional advancement by showing me the value of teamwork and perseverance in any given situation. For example, one of the tasks that we had to create cables that would be used to replace the older cables that were still being used in the room 320 computer lab. The purpose of this project was to repair the Internet connectivity problems that plagued the lab. Mr. Abdou theorized that the connectivity problems were caused by the faulty cables that were being used. When our supervisor gave us our first assignment related to cabling, I tried to complete the job by myself. The job proved to be very difficult because of the complexities that are involved in the creation of the cables. An example of a difficult element of cabling would be the arrangement of the copper wires within the cables. The 8 copper wires had to share the same arrangement on both ends because we had to create straight-through cables that would be connected to the computers in the lab. Another difficulty that I faced was the fact that the copper wires had to reach the top of the RJ-45 connector, which contained the copper pins that would strengthen the signals that would reach the computer and the switch. When I worked on the task by myself, the task became difficult because I would be frustrated by the fact that the cables would not touch the tips of the connectors. I did not like doing the cabling but I did not want to abandon the assignment because I wanted to complete the assignment. I asked one of my fellow interns to help me with the project because he was more skilled at making cables than I was. Together, we

Fitzpatrick 9 were able to finish most of the cables in the room. If I had not relied on the knowledge of the other interns, we would not have finished the project. I also feel that my professional life has also developed because I learned how to effectively communicate with my co-workers and my supervisors and gather data from the customer and the computer in order to troubleshoot problems. When my supervisor, Mr. Abdou, assigned me as the leader of the internship group, I had to relay information accurately to my fellow interns as well as my supervisor. This skill is important if I want to be a freelance IT administrator. As a freelance IT administrator, I must be able to clearly present accurate information on computer errors and issues to my clients so that I can properly fix problems. I feel that having active listening skills will help to establish a positive rapport with the customers that I will encounter. Active listening involves allowing customers to tell the whole story regarding their computer issues (Anfinson and Quamme 344). Another professional aspect that I had to improve for myself was time management. Proper time management involves proper prioritization of activities. During the internship, I felt that my personal time and my work schedule were properly balanced, but there would be times where an assignment would be so time-consuming that we would take extra days of the week to complete it. For example, the disk cloning project had to be completed on the Friday of the third week of the internship, which was outside of the usual schedule. It took us the entire day to configure the hard drives of the computers in the first and second floor. Time management is also important in a freelance position because a freelancer has to have a schedule that can accommodate multiple clients. When working with different customers in a typical work day, there has to be enough time for each of them. Overall, I feel that the assignments that we were given fulfilled the mission of the school. We were able to properly utilize the numerous resources that we were given, improve the quality

Fitzpatrick 10 and performance of certain facilities of the school, and learn different techniques related to our major. The schools mission is important because it gives the students a clear and focused goal and inspires them to achieve it. It provides them with the criteria that would indicate positive personal development, such as ones ability to identify their own potential and the development of strengths. Knowledge of ones own talents and the willingness to develop are vital qualities that employers search for in job seekers.

Part 3 Experiences
The internship position exposed me to several new technologies, such as Acronis True Image System Backup and Partition Magic, and I became reacquainted with programs and operating systems that I have used before such as VMware Workstation and Windows Server 2008. One notable project that involved the use of VMware Workstation was the creation of virtual machines. Virtual machines are used to run several different operating systems simultaneously on one computer for simulation and testing purposes. Virtual machines are a useful tool for IT administrators because it allows computers to run multiple operating systems without wasting hard drive space, provides a testing environment for programs, and provides a demonstration of newer operating systems before an installation. For a project involving VMware Workstation, we had to install Windows XP as a virtual machine. The procedure involved the use of a Windows XP installation disc. The virtual machine was created from the image of the Windows XP operating system that was on the disc. The procedure was very simple, quick and intuitive. The procedure felt familiar because I have installed Windows XP on a computer before the internship. Mr. Abdou wanted us to install Ubuntu, a distribution of the Linux operating system, onto the Windows XP virtual machine. The virtual machine had to be setup to be a dual-booted system. When the system is dual-booted, the boot.ini file is created on

Fitzpatrick 11 the partition to allow the selection of the operating system to boot on startup (Anfinson and Quamme 425). In a typical dual-boot setup in Windows, the hard drive must contain more than one partition but Ubuntu comes with an option that allows the user to install Ubuntu on the same partition that contains Windows, which makes it easier to enable a dual-boot setup (Anfinson and Quamme 425). The project was important because it showed us the amount of techniques that can be applied to the virtual machine that make it similar to an actual computer. Another new program that I learned about and used is Partition Magic, which is a hard drive management and partitioning program. We used it when we formatted two new hard drives that were purchased for room 318. The project involved formatting the hard drives with the NTFS file system so that they can be given the same configuration as the computers in room 318 through the disk cloning process. The main differences between the NTFS file system and FAT32 is that NTFS can support more and larger files than FAT32 and provides more flexible security features for files and folders (Anfinson and Quamme 141). I learned that the Partition Magic program can be useful in situations that involve the installation of operating systems on blank hard drives. Our group also learned about creating peer-to-peer and client-server networks. In a peerto-peer network, the computers are connected directly to each other without any additional networking devices between them, which is different from a client-server network, where client computers gain information from a server (Anfinson and Quamme 260). Peer-to-peer networks are useful in a small business or home network, whereas client-server networks are better suited for large businesses. For the project that involved the creation of a DHCP server that would dynamically assign IP addresses to network devices, we had to install the Windows Server 2008 program and add the DHCP server role (Anfinson and Quamme 265). The installation was

Fitzpatrick 12 successful but we could not send the IP addresses through the switch that connected the computers because of the poor quality of the switch. This showed me that while our supervisors were willing to provide the right types of software, the hardware was out-of-date or defective. I encountered the same problem during the cabling assignment. When we installed the new cables that we created to replace the cables in room 320, the computers still had trouble connecting to the Internet because of the faulty switches. I feel that the schools IT staff should constantly maintain the quality and usability of its equipment so that the students that are taking the classes on the 3rd floor are able to work properly with the computers. My experience in teaching assistance was not as substantial as my after-school activities because I felt that I was relearning the same topics that I have already learned in my freshman year. I was able to interact with the freshmen students of the class and assist them in various projects. Though I did not gain new technical skills through my teaching assistance duties, I have developed my interpersonal skills by interacting with the students in the class. By establishing a positive rapport with the students, I was able to distribute my knowledge to them while they told me what they know about computers already. What impressed me about the students was how advanced their knowledge of computers was before they were given the class. Some of them had already built their own custom personal computers before they took the class. I feel that the teaching assistance was a great way of exchanging knowledge between my supervisor and the students. Overall, I feel that my experiences at Robert Morris University have not only shown me the schools greatest strength but also its greatest weakness. The greatest strength of the organization is the experience of its faculty members. My supervisor, Mr. Abdou, has been working with the same programs that he gave to our group for a substantial period of time. He

Fitzpatrick 13 informed us on every detail of each of the programs, which was a great benefit to our group because we were able to use the programs to their full potential. I would say that the greatest weakness of the company is the maintenance of most of the workstations. While the maintenance is generally acceptable, I feel that a greater attention to detail would be beneficial. For example, when I worked on the cables in room 320, I discovered that some of the machines had viruses or bad security settings. While my group was able to get rid of the viruses, I felt that we could have avoided the situation if a proper security protocol was utilized.

Part 4 Conclusion
The overall internship experience could be described as a time of growth and familiarization. I became reacquainted with technologies that I used before, utilized technologies that I was well-versed in, and learned about different programs and hardware that were being used by the school. I used what I learned in my computer networking classes to help me during the more difficult assignments and I relied on the skills and knowledge of my fellow interns to complete the tasks. As a budding IT administrator, I feel that the knowledge and skills that I acquired through the position will show potential employers that I have a deeper understanding of information technology than others. My greatest desire is to acquire as much knowledge as I can about the latest advances in technology. I feel that the experience has fulfilled my desire and given me a deeper understanding of the world of information technology.

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Works Cited
Anfinson, David, and Ken Quamme. IT Essentials: PC Hardware and Software Companion Guide. 3rd ed. Indianapolis, Ind.: Cisco, 2008. Print. "Disk Cloning - Wikipedia, the Free Encyclopedia." Main Page - Wikipedia, the Free Encyclopedia. Web. 18 Apr. 2010. <http://en.wikipedia.org/wiki/Disk_cloning>. "Intern - Wikipedia, the Free Encyclopedia." Main Page - Wikipedia, the Free Encyclopedia. Web. 18 Apr. 2010. <http://en.wikipedia.org/wiki/Intern>.

"Our Mission, History, and Credentials - RMU." Robert Morris University - RMU. Web. 19 Apr. 2010. <http://www.robertmorris.edu/about/mission/>.