IT Support Guy looking for advancement

Ok, so I've read several posts on this forum of a similar nature but I figured I would at least add my situation/experience in the mix and maybe someone will benefit from it.

I work as an I.T Support specialist a.ka. remote helpdesk guy for a property management company in Greensboro, NC. My position is the only one in my company and my boss who is the MIS director is the only other one that can do any tech support. He isn't going anywhere. Before I worked in I.T. I worked as a production designer for a small printing company. I was basically a jack of all trades doing some graphic design work, layout, running and troubleshooting copiers, setting up computers, etc. So although I'm new to I.T., started in 2009, I'm not new to technology or the ebb and flow of machines.

I started out getting my A+ certification and running a small business repairing computers in 2009. Then I got my Network+ and landed the job I have now in 2010. My day to day consists of remote computer and small network support for our 60+ properties. All of our properties have community computer centers so I support anywhere from 5 to 20 computers on a small SOHO type network. All of our users work on Windows boxes with the majority of them now running Windows 7. However, we still have a lot of systems on XP in the community centers.

I enjoy the work and love the challenge of solving any number of vexing Windows problems. I also enjoy setting up and maintaining the small networks we have in place, although walking users through network problems over the phone has me pulling my hair out some days. I keep saying to myself "if only I was there this would have been done hours ago"...

That's my background in a nutshell and now for the purpose of the post. I'm really stuck at a crossroads right now on what to do next. I know I've only been in I.T. for a short period of time but I'm 30years old and don't want to sit at a helpdesk job forever. I've taken some steps to getting other certifications. I bought a Security+ book and then a MCTS 70-680 book and didn't finish either yet.. lol. I keep coming back to the same question, do I want to waste time and $$ getting another certification without first moving into a more advanced I.T. position? I've also looked into CCNA but I def don't have enough experience yet for this.

I spoke with what I would call a mentor, my A+ and Net+ class instructor, and he recommended something completely off the grid like going for a SAP certfication and not bothering with Security+. I did glean some good advice from him as he said since I enjoy supporting Windows OS's to go for a higher level Microsoft certification and look for a foot in the door somewhere. So, that's where I'm at. I enjoy end user support but also like the small networks I manage but just not sure what path to take? Any advice, opinions, suggestions welcome! Thanks in advance for your time in reading and responding.

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Comments

ptilsen

Security+ is worth doing, but I don't know if it's the next logical step. If you want to stick primarily with working in Windows-based environments, 70-680 is a good next step, followed by something from the MCITP track, maybe SA. Don't go for a SAP certification unless you want to be supporting SAP specifically.

drumrolfe

Vontech615 wrote: »

I've also looked into CCNA but I def don't have enough experience yet for this.

I would reconsider. The CCNA is a great exam. You don't need very much experience successfully complete the CCNA. Most of the actual "hands-on" can be done through Cisco's Packet Tracer (simulator). I spent ~$300 and invested in a real lab for practice. The rest of the exam is networking "theory" (subnetting, routing concepts, switching concepts, etc). Similar to your current position, I had never touched a Cisco router or switch and I was working in a PC Support role when I decided to study for the CCNA. I highly recommend the CCNA exam, it has done more for my career progression than any other certification I have obtained so far. It's a difficult test, but can be passed easily with the appropriate dedication to lab work and study.

The Security+ is another good entry-level certification. It also meets the DoD 8570 requirements to work as a civilian or contractor on Information Systems within the federal gov't. It'll open up another job pool for you.

Good Luck!

MAC_Addy

I agree with drumrolfe. Most of the CCNA is network theory and mildly into the actual inner workings of routers/switch, it covers the basic operations. Perhaps you should look into taking the 2 test route. It breaks up the CCNA in to smaller chunks and is easier for people to learn if you have no experience.

petedude

Vontech615 wrote: »

So, that's where I'm at. I enjoy end user support but also like the small networks I manage but just not sure what path to take? Any advice, opinions, suggestions welcome! Thanks in advance for your time in reading and responding.

Unless I missed it, I don't see any mention of a college degree in your post. Think about going after one.

What's your motivation for seeking a higher-level position? More pay? More responsibility? More technically challenging work?
This info would help us give you better feedback.

As far as the SAP certification, no, it's not "off the grid". Your mentor is pointing you in the direction of large-scale ERP/CRM systems that big companies use for accounting, payroll, etc. Having such certs could lead to high pay and high demand, but that depends partly on where you live and what background you've acquired already. Our esteemed ERP guru Erpadmin could tell you more about all that.

Vontech615

Thanks for the advice so far!

Petedude I have an Associates degree in Graphic design and advertising. No I don't like web design, or development. Sorry, but everyone asks that me when I tell them what my degree is in. However, it did give me a great start into computers and the ins and outs of software. I have looked into getting another associates in I.T. from our local community college which has a well respected program and then possibly getting my BS, however, right now time is a little tight as I have a 10 month old and another on the way.

As far as my purpose for seeking a higher level position basically everything you've listed. Why would anyone want to advance if not for those reasons? I looked into SAP but it didn't seem to interest me from what I have read about it.

I like the idea of going for CCNA and MCITP. Drumwolfe what equipment did you buy specifically for $300?

techdudehere

The degree can certainly be a good thing but don't do what I did and just borrow the money assuming it's a great investment like the ads say. I am probably working the same position I'd have without the degree, and paying a hefty sum every month. I would try to get a degree while very young (I waited until 25) to maximize the investment or find an employer who pays for it or something like that.

On that note, any way to get an MS paid for other than via employer? My current employer only pays for certifications and related expenses.

MCITP is good but fast becoming run of the mill. Not having will hurt you, but having it won't make you stand out as much as it should given it's quite a bit of work. Seems like hands on experience is still #1 as far as being in the trenches tech stuff goes.

At your current position, are you in charge of any and all types of deployments or just supporting stuff the other guys setup? What is there to learn that you don't know how to do yet? What have you done to reduce security and malware threats in the past months for these small businesses? Have you done firewall audits, implemented patch management systems, and so forth? Have you discussed with the bosses a plan to attract medium sized businesses? Are you offering any hosted exchange plans,TS's, or disaster recovery options? I guess what I am getting it is have you done everything that can possibly be done in your current position to help this company and if not, then why not? Will you help a business or simply bring a pulse?

drumrolfe

Vontech615 wrote: »

Drumwolfe what equipment did you buy specifically for $300?

I asked around, used eBay, and used Craigslist to find the best deals. This was a while back, the best models/pricing may have changed. If I can remember the models I bought for my home lab, it was three 2950 switches, a pair of 2501 routers, and a model 1721 router. Not sure whether I got my 800 series router later or not.

I used Wendell Odom's guide when I first started learning Cisco to learn about the equipment.

You can find the link here: Cisco Cert Zone: CCNA Lab Series 2011: Overview

I'm sure others on here would be willing to help you with your first lab set-up as well.

Honestly though, I felt I could have gotten the same information using Packet Tracer and saved money by not purchasing the lab. I don't regret purchasing the lab, because there's something to be said about hands-on experience. But if money is tight, Packet Tracer should cover all of the CCNA objectives.

archimedes

Vontech615 I would sit and really think about what you enjoy when working with computers: networking, database, OS(and if which flavor), security, hardware. There are also going to be some areas like enterprise storage and project management that you may not be able to experience with a home lab or your current work environment. If you are not able to decide then I would go to the library and just read up and see what sparks your interest. After you have a relative idea, I would try and find user groups or meetups that put you touch with people in the field. Attend a few meetings and see if your interest is still there. After that, then start looking at setting up a lab and working towards your certification.

I personally would not spend the time, money, or resources to attempt a certification unless it was in line with what I would like to do.

The other option is offer to do IT work for a non-profit. You gain two benefits, it will help you narrow down your career choice and will also give you some new experience.

Turgon

Vontech615 wrote: »

Ok, so I've read several posts on this forum of a similar nature but I figured I would at least add my situation/experience in the mix and maybe someone will benefit from it.

I work as an I.T Support specialist a.ka. remote helpdesk guy for a property management company in Greensboro, NC. My position is the only one in my company and my boss who is the MIS director is the only other one that can do any tech support. He isn't going anywhere. Before I worked in I.T. I worked as a production designer for a small printing company. I was basically a jack of all trades doing some graphic design work, layout, running and troubleshooting copiers, setting up computers, etc. So although I'm new to I.T., started in 2009, I'm not new to technology or the ebb and flow of machines.

I started out getting my A+ certification and running a small business repairing computers in 2009. Then I got my Network+ and landed the job I have now in 2010. My day to day consists of remote computer and small network support for our 60+ properties. All of our properties have community computer centers so I support anywhere from 5 to 20 computers on a small SOHO type network. All of our users work on Windows boxes with the majority of them now running Windows 7. However, we still have a lot of systems on XP in the community centers.

I enjoy the work and love the challenge of solving any number of vexing Windows problems. I also enjoy setting up and maintaining the small networks we have in place, although walking users through network problems over the phone has me pulling my hair out some days. I keep saying to myself "if only I was there this would have been done hours ago"...

That's my background in a nutshell and now for the purpose of the post. I'm really stuck at a crossroads right now on what to do next. I know I've only been in I.T. for a short period of time but I'm 30years old and don't want to sit at a helpdesk job forever. I've taken some steps to getting other certifications. I bought a Security+ book and then a MCTS 70-680 book and didn't finish either yet.. lol. I keep coming back to the same question, do I want to waste time and $$ getting another certification without first moving into a more advanced I.T. position? I've also looked into CCNA but I def don't have enough experience yet for this.

I spoke with what I would call a mentor, my A+ and Net+ class instructor, and he recommended something completely off the grid like going for a SAP certfication and not bothering with Security+. I did glean some good advice from him as he said since I enjoy supporting Windows OS's to go for a higher level Microsoft certification and look for a foot in the door somewhere. So, that's where I'm at. I enjoy end user support but also like the small networks I manage but just not sure what path to take? Any advice, opinions, suggestions welcome! Thanks in advance for your time in reading and responding.

Get the CCNA. It will broaden your horizons and prospects.

networkjutsu

I agree about the advise of get the CCNA. Don't be afraid about tackling the CCNA. I didn't have experience with Cisco routers and switches when I joined the CNAP (Cisco Network Academy Program). I did study for Network+ after A+ but never took it. I regret not taking it before but I don't regret studying for it because it helped with my CCNA 1 & 2 CNAP classes. If you have time and money to enroll in a Cisco Academy, do it. It'll definitely give you a good foundation in my opinion. Then again, that will also depend on how committed you are and the instructor.

Vontech615

networkjutsu wrote: »

I agree about the advise of get the CCNA. Don't be afraid about tackling the CCNA. I didn't have experience with Cisco routers and switches when I joined the CNAP (Cisco Network Academy Program). I did study for Network+ after A+ but never took it. I regret not taking it before but I don't regret studying for it because it helped with my CCNA 1 & 2 CNAP classes. If you have time and money to enroll in a Cisco Academy, do it. It'll definitely give you a good foundation in my opinion. Then again, that will also depend on how committed you are and the instructor.

Thanks for the input. It looks like there are several places around me that offer the Cisco Academy training. Did you do the Exploration Class? I noticed they have Discovery, Exploration, and Security classes related to the CCNA but not sure what the break down is. Looks like the exploration class is geared towards those with some network experience and who are looking for career advancement. Also, did you do any research on the classes and instructors offered in your area before signing up?

JockVSJock

Vontech615 wrote: »

I spoke with what I would call a mentor, my A+ and Net+ class instructor, and he recommended something completely off the grid like going for a SAP certfication and not bothering with Security+. I did glean some good advice from him as he said since I enjoy supporting Windows OS's to go for a higher level Microsoft certification and look for a foot in the door somewhere.

If you enjoy pc work and want to advance to server/networking type of work, stay way from SAP/PeopleSoft aka ERP systems. You will be more of a business analysis and not doing much tech work. You'll mainly be running reports and figuring out end user requirements for clueless end users for those systems. I know this first hand because I worked with PeopleSoft for a number of years, thinking it would get me a better tech job in networking/sys admin...it didn't it.

Vontech615

The local college, University NC at Greensboro, has a course hosted by ed2go, formerly Gatlin Education, for CCNA that takes about 6 months and costs close to 2k. It's all online from what I can tell. Has anyone had any experience with Gatlin Education?

ptilsen

Vontech615 wrote: »

The local college, University NC at Greensboro, has a course hosted by ed2go, formerly Gatlin Education, for CCNA that takes about 6 months and costs close to 2k. It's all online from what I can tell. Has anyone had any experience with Gatlin Education?

IMO $2K is way too much to spend on a CCNA class. You can buy the Cisco books, practice questions, a decent lab, and an attempt at the certification for less than $2000. I also think six months is a long time. It might take you six months, but it might only take you two or three if you take to the material. Personally, I would not want to be stuck in a six-month program if I was ready to take the test.

This said, I will revert to my earlier advice: If you want to primarily work with Windows systems administration, CCNA is not the next logical choice. You can still consider later down the road, but it's not going to help you much with Windows right now.

You should really take a look at Cisco if you haven't and decide if you think you'd really like to be configuring Cisco devices as a big part of your job or as your primary responsibility. If you do, get the Cisco books and don't look back. If you'd rather focus on something else, such as Windows, start there.

Vontech615

ptilsen, I appreciate the response and I tend to agree about the cost and length of the class. I've got a pretty good base knowledge anyway from doing Network+ and managing the small networks at our company. I listened to some episodes of Podnutz Pro yesterday and it really got me thinking again about picking up on the MCITP and maybe building a lab to go for some server experience. Server know-how is really where I need some experience as I haven't really messed with any servers. As I said I plan on getting both the MCITP and CCNA. It's just a matter of what's most practical right now. I'm starting to think the Windows certs would be easier for me right now as I'm in that environment everyday.

drumrolfe

Vontech615 wrote: »

I'm starting to think the Windows certs would be easier for me right now as I'm in that environment everyday.

Sounds like you have a good plan already.

I just want to say a training course is not required for CCNA. It is reasonable to assume most people could learn the material from self-study with the appropriate amount of dedication.

IMO, save your $2k, and choose to spend it only if you are not learning the material through self-study.