Interview Preparation No.1

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 Interview Preparation

Role: IT Specialist

Company: Mercy House

Location: 203 N Golden Circle Dr 3rd floor Santa Ana CA 92705

Interview: 11 AM, July 17 of 2023 [Missed]


Glossary:
  1. Requirements
  2. Technical Skills
  3. Experience
  4. Communication
  5. For Mercy House


1) Requirements: ‘Leave a good impression’

  • Arrive 10-15 minutes early.

  • Bring copies of your resume and something to take notes with.

  • Dress professional / Business casual.

  • Follow up after with a thank you note reiterating your interest in the position.


2) Technical Skills:

  • What experience do you have managing networks, servers, computers, peripherals, and other hardware? Which specific systems are you proficient in?

    • Through my roles, I've gained experience managing Windows and macOS workstations, VPNs, WiFi, printers, VoIP phones, and some server systems like AD and Office 365. I'm most proficient in troubleshooting desktop operating systems, network connectivity, and Microsoft environments.

  • What expertise do you have with various IT OSs, databases, applications, and other software?

    • I have strong working knowledge of Windows, Linux, macOS, Active Directory, SCCM, Office 365, and more. I pick up new software concepts quickly by taking online courses to learn the basics before diving into hands-on practice and reading documentation to fill in gaps.

  • How do you stay up-to-date on the latest technology and IT best practices?

    • I stay up-to-date by actively reading technology blogs, participating in forums and Reddit, and taking certification courses annually. I also have Google Alerts for various hardware and software keywords so I'm notified of emerging tech and IT practices.

  • Tell me about your troubleshooting methodology when diagnosing IT problems. Give examples if possible.

    • When diagnosing problems, I start by gathering system and error details, reproduce the issue to isolate variables, then methodically test potential fixes from most to least likely based on past experience. For example, I once resolved network printer failures by updating drivers, testing cable connections, and replacing a faulty switch.


3) Experience:

  • What types of IT projects have you led or participated in? What was your role and contribution?

    • Recently, I led the rollout of Windows 10 across 250+ PCs. I coordinated with managers on timing, validated app compatibility proactively, and piloted on test groups before full deployment.

  • Share examples of how you have provided end-user support in previous roles. How did you ensure excellent customer service?

    • At my help desk role, I had a 92% satisfaction rate by being an engaged listener, translating tech issues in friendly terms, setting expectations, and ensuring thorough follow-up. I aim to develop rapport and provide an educational, supportive experience.

  • Describe your experience working with limited budgets and resources. How did you prioritize technology needs?

    • When I managed technology for a nonprofit, I extended hardware lifespans by several years through memory, SSD, and software upgrades rather than costly new systems, allowing us to stretch our limited budget.


4) Communication:

  • How would you explain a technical issue or solution to a non-technical user or executive?

    • I always avoid technical jargon when assisting non-technical users. I use analogies and metaphors to explain things simply, like relating a firewall to a physical barrier that stops intruders.

  • Tell me about a time you had to communicate complex IT concepts to colleagues. How did you ensure understanding?

    • Recently, I had to explain DNS issues affecting email to my team. I drew diagrams to demonstrate how DNS resolves URLs to IP addresses like a phonebook, which really helped their understanding.

  • How have you collaborated cross-functionally to understand business needs and implement the right IT solutions?

    • I make an effort to meet with different departments to grasp their workflows and objectives. This allows me to map out solutions that best support their business needs for security, efficiency and productivity.


5) For Mercy House specifically:

  • What experience do you have working for nonprofits? What unique IT challenges did you encounter?

    • In my role at a local nonprofit, I managed their IT needs including systems for fundraising, donor management, and program operations. Challenges included navigating licensing constraints, maintaining dated hardware with limited budget, and supporting a wide variety of technical needs with a small team.

  • How would you approach improving IT operations and infrastructure on a tight budget?

    • To improve IT operations on a tight budget, I would focus on optimizing existing infrastructure first through maintenance, upgrades, automation, and process improvements before purchasing new expensive systems. I would also explore free and open source options when available and appropriate. And I would investigate any IT donation programs that could provide resources at low or no cost.

  • How have you supported technology needs for case management, housing, and other social services in the past?

    • While I don't have direct experience with case management and social services tech, I have supported diverse needs across education, healthcare, and community programs. The key is always understanding the workflows and challenges, then mapping out appropriate solutions leveraging tools they have already or cost-effective new solutions. For example, deploying shared digital forms and databases to simplify data collection. Or utilizing cloud services to provide anywhere access without onsite servers. I would love to apply my skills to support social impact programs like those provided by Mercy House.

The main focuses would likely be technical expertise, previous experience, communication abilities, and alignment with Mercy House's nonprofit mission and budget constraints.

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