Customer Service Rep Turned IT Tech

OCC’s short-term training program changes the path for former customer service representative.

Jack Halsted had worked a handful of jobs after he earned a bachelor’s degree in communication and a digital marketing certificate. He ultimately decided he was more suited for roles that didn’t have so much gray area and wanted a job with more defined parameters. He had some conversations with his cousin and roommate who both worked in the Information Technology field. They inspired him to look further into IT services and consider pursuing a career in the industry.

Before starting the training at Oakland Community College (OCC), Halsted was a Customer Service Representative working in a call center. Halsted wanted to take the experience he had with helping customers and team members resolve issues – and pursue a job in technology, so he did some research and signed up to attend a 30-minute information session for OCC’s Computer Support Technician training program.

During the OCC Computer Support Technician information session, Halsted learned the program focuses on key skills needed for IT positions such as customer service, writing, basic IT knowledge, and career readiness. Not only would he be able to continue helping customers, but he could do so with a meaningful increase in potential income and job prospects. 

He felt it was the right opportunity and started to work with the Oakland County Michigan Works! Troy office to secure funding for the training. His case manager, Charisse Ross said, “Jack had applied to many positions, after feeling stuck at a dead-end position. He felt that lack of relevant experience was a barrier for him.” What stood out for her was his pleasant demeanor and motivated attitude. Ross further commented, “He completed all the steps necessary to determine that he wanted to attend OCC’s training certification program to get hands-on experience and knowledge.” In mid-October 2022, Jack officially started the 10-week program at the Auburn Hills campus.

During the training, Halsted earned the NCSA CCSP Customer Service and CompTIA A+ certifications. His CompTIA instructor, Moustafa “Steve” Ido saw his potential. “He did a great job. The secret of his success is that he understood the material and solved the (TestOut) labs,” said Ido. Considering many entry-level help desk roles prefer or require the A+ certification, it made Jack a viable candidate for an IT entry-level position. Shortly after completing the training, he secured employment as an IT Technician at TEKsystems.

In addition to the training, students have an opportunity to engage with employers. Classroom presentations, guest speakers with professionals from the field, student resume sharing with companies, and an interview day are incorporated with the training. OCC Program Coordinator, Jessica Knapik explains, “We have had multiple leaders in the field explain to us that having the technical background and aptitude is important. However, they will consider a candidate who has solid customer service skills, a true passion for the field, and eagerness to learn.” Knapik further states, “Jack is a prime example of someone who fits those criteria.”

Interested in starting a Computer Support Technician in Oakland County? Register now for an upcoming information session to learn more about the 10-week training program.

Questions? Contact Education Training Specialist, Le’Anna Sosnoski-Miller at (248) 232-4174 or llsosnos@oaklandcc.edu.