DoIT Student Digital Stories: Courtney Burkett

Career Growth & Cybersecurity Journey in Desktop Support

Courtney shares her 8-year journey in desktop support at UMBC, highlighting career growth, technical skills, and future goals in cybersecurity.

Navigating a Career in IT Support: Lessons from Eight Years at UMBC

Building a successful career in information technology is rarely a straight path. It’s a journey marked by learning, adaptation, and the relationships you forge along the way. Courtney Burkett’s story, as shared in her candid reflection on eight years at the University of Maryland, Baltimore County (UMBC), offers a compelling look at what it takes to thrive in desktop support and beyond. From her beginnings as a specialist to her current role as manager for desktop support (client services), Courtney’s experience is a testament to the power of flexibility, continuous learning, and the value of human connection in the tech world.

In this article, we’ll explore the key themes from Courtney’s journey: the importance of technical growth, the impact of networking, the necessity of flexibility, and the role of memorable experiences in shaping a fulfilling career.

The Path to IT Management: From Specialist to Leader

Courtney’s career at UMBC began in a specialist position within the Division of Information Technology (DoIT). With an undergraduate degree in graphic design from Stevenson University, she entered the world of desktop support seeking to expand her technical expertise. This transition wasn’t just about changing job titles—it was about embracing a new set of challenges and acquiring skills that would open doors in the future.

Her initial role provided the foundation for her growth. As she moved from specialist to coordinator and eventually to manager, Courtney’s journey was marked by a willingness to learn and adapt. The fluidity of her career path at UMBC highlights a crucial lesson for anyone entering the IT field: be open to new opportunities, even if they take you outside your comfort zone.

Building Technical Expertise: Gaining Hands-On Experience

Courtney’s time at UMBC has been defined by a commitment to building technical knowledge. She highlights several key areas where she’s developed expertise, including:

Building software packages and working with System Center Configuration Manager (SCCM).
Imaging computers and managing hardware deployments.
Understanding phone infrastructure through VoIP projects.

These hands-on experiences have not only enhanced her technical skill set but also increased her confidence in tackling complex IT challenges. For anyone looking to advance in IT support, Courtney’s journey illustrates the value of seeking out practical, real-world learning opportunities.

The Power of Networking and Relationships

Courtney attributes much of her career growth to the relationships she’s built at UMBC. She encourages new employees—whether students or full-time staff—to branch out, make connections, and network across the campus community.

In her words, “I’ve met some amazing people here at UMBC and I truly believe that the connections and the networks and the relationships I’ve made have really helped elevate my career and really get me to where I am today.”

Networking isn’t just about advancing your career; it’s about building a support system, learning from others, and creating opportunities for collaboration. In the often fast-paced world of IT, these relationships can make all the difference.

Courtney’s experience also highlights the long-term value of professional relationships. She notes that people she met a decade ago have reappeared in her life, sometimes in unexpected ways. This underscores the importance of treating every interaction as an opportunity to build lasting connections.

For those just starting out, her advice is clear: don’t underestimate the power of networking. The relationships you build today may open doors tomorrow.

Customer Service: The Heart of Desktop Support

While technical expertise is essential in desktop support, Courtney emphasizes that customer service is equally important. Her role requires not only solving technical problems but also building rapport with users and colleagues.

Being approachable, responsive, and empathetic can set you apart in IT support. Courtney’s success as a manager is rooted in her ability to connect with people, understand their needs, and provide solutions that make a difference.

Memorable Projects and Team Experiences: Leading the VoIP Phone Deployment

One of Courtney’s standout memories from her time at UMBC is her first major project: deploying VoIP phones at the Columbus Center in 2017. This project introduced her to the complexities of phone infrastructure and provided valuable experience that would serve her well in future initiatives.

Even years later, colleagues still seek her expertise on VoIP systems—a testament to the lasting impact of hands-on project work. For IT professionals, taking ownership of projects and seeing them through to completion can be both rewarding and career-defining.

Pursuing Further Education and Future Goals

Courtney’s commitment to growth extends beyond her day-to-day work. She’s set to graduate with a master’s degree in Information Systems, with a focus on cybersecurity. This advanced education is not only a personal achievement but also a strategic step toward her future goals.

Her interest in cybersecurity reflects a broader trend in IT, where security expertise is increasingly in demand. By aligning her education with industry needs, Courtney is positioning herself for continued success and new opportunities.

With her master’s degree and hands-on experience, Courtney hopes to transition into cybersecurity, focusing on incident tracking and mitigation. Her journey illustrates the importance of setting long-term goals and taking deliberate steps to achieve them.

For those considering a similar path, her story is a reminder that career growth is a continuous process. Whether through formal education, on-the-job learning, or networking, every step you take brings you closer to your aspirations.