Technical Support Systems

Project Overview

During my paid internship as a Guest Services representative at the Family Search Library Headquarters for the Church of Jesus Christ of Latter-Day Saints, I was responsible for developing and maintaining technical support systems that served thousands of visitors and staff members.

Key Responsibilities

• Resolved over 2,500 technical issues and inquiries, positively impacting thousands of individuals in their pursuit of family history
• Worked caringly and patiently alongside elderly visitors to support them in documenting their family history
• Proactively repaired major components throughout the library including server systems, printer malfunctions, physical & digital family history discovery experiences, and computer systems
• Collaborated effectively between 100+ volunteers and employees daily, fostering open communication to cultivate a positive work environment

Technical Skills Applied

This role required a diverse set of technical skills, including troubleshooting hardware and software issues, maintaining server systems, and ensuring the reliability of digital resources. I developed expertise in diagnosing complex technical problems and implementing effective solutions under time constraints.

Impact

My work in technical support had a direct impact on the experience of library visitors, many of whom relied on functioning technology to access and document their family history. By maintaining reliable systems and providing prompt assistance, I helped ensure that these valuable resources remained accessible to all users, regardless of their technical proficiency.