Meet Orlando Herández, a computer systems administrator on the Workforce Partnership’s information technologies (IT) team. This month, we asked Orlando about his daily work, a professional moment he’s proud of and what he likes best about his job.
What is a typical day like for you?
My days at the Workforce Partnership are very exciting and never monotonous. My team is a one-stop shop for all IT-related needs, from desktop support to server maintenance to helpdesk tickets. Contrary to many business models where they have a person focusing on one task, I get to explore many sides of IT that I would typically not touch, giving me the opportunity to broaden my knowledge and skillsets. As some would say, I’m a jack of all trades, master of none. I enjoy the variety my position offers, from working from home some days to traveling and visiting different career centers across the county.
What professional moment or project are you most proud of?
I’d have to say I’m most proud of my first project at the Workforce Partnership. When I first started here, most of IT was outsourced and I was tasked with preparing our team to take back the IT helpdesk functions again. The first item was to have a phone number for users to dial into for IT help followed by the implementation of Zendesk, our ticketing system. I was able to successfully implement our IT helpdesk phone number into our Microsoft Teams environment and later created the call queue in the same platform. Subsequently, we implemented the structure of our ticketing ticket, Zendesk, with another successful rollout. This allowed us to provide assistance quicker and more efficiently, and not only did we minimize business costs, but also increased user satisfaction and provided faster resolution times. The difference was very noticeable across the business–users were getting more in-person assistance as we had also expanded the IT team the same time we were making these changes, which allowed for better IT presence in the office and at the career centers.
What do you like best about working in workforce development?
The best thing about working in workforce development is giving back to the community. My work is behind the scenes but nonetheless, I feel I am contributing back to my community by helping my fellow coworkers address their needs as fast and efficiently as possible. At the end of the day, I feel my work helps keep our workforce engine well oiled–one task at a time. Not only do I help my peers at the headquarters office, but I am also fortunate to visit our career centers on a regular basis and see the impact and difference we are making in our communities.