554 Final Reflection
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University of Phoenix *
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554
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Information Systems
Date
Feb 20, 2024
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docx
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Uploaded by ChancellorGull3799
Final Reflection
Maritza Cable
University of Phoenix
CMGTCB/554:IT Infrastructure
Ongart (peng) Ratchaworapong and Stephanie Kurtz
12/08/2023
Question #1
Can you think of a situation in which you identified an improvement at work, but needed to convince senior management that the improvement was worth it through a report? Can you provide an example, either within your work environment or in society at large,
when you analyzed a network diagram and identified risks to a process or system? How could you utilize implementation plans or improvement proposals at work?
The only thing that comes to my mind is something that I noticed at work and brought it to management attention that did turn a change on how we operate. Our VoIP system is connected to a secure security risk level when customers call in. If a customer has called in before the voice will match and we will not have to go through strict protocols to get them verified, example a color will come though letting us know this person is on a level we do not have to ask anything additional. My software for that was not working for 7 months and I had to
verify everyone that called In with 6-7 questions. I noticed that when the “customers” put their account number in the system it will trigger the color coding of the risk level that would have me bypass the verification questions. I brought this up to three team leads and they told me that the software is not designed to do that. So, what I did every time someone called in with typing the account number in and the customer was not on the phone but a third party ie spouse, child of customer, financial advisor looking for an update. I would make notes, it took over a month to gather data, I saved in an excel table the time the person called in , their name, the customer information, the color the call came in, what they were looking to do. I also stopped a fraud attempt from a son that was trying to liquidate his mothers account. With all those data pin points ( not a diagram) but still data from out VoIP system, I was able to convince them that no matter how much money you spent on this software that should work “100%” it does not always. The change that happened was letting current associates know when a number is typed in the phone when customer calls in, listen to the customer, ask additional verification questions, ask “is this your account.” Be more diligent, and new people were trained in that as well coming with our reference guide for verification changing. This was not a network diagram change answer but more an answer on something that happened with a system at work that caused training to look different.
Question #2
What specific assignments or learning activities from this course did you find particularly beneficial? What do you feel could have improved or added to your learning experience in this course?
I want to go with all, because I had a lot of reading and re-reading to understand what I was doing with the competency’s. Using the technology in the office is different than thinking about the physical hardware to do your job. Hands on creating the diagrams was very good. It was
harder to add vs just saying on a paper “upgrade” the switch for example. Learning a new technique or even knowing Visio is out there is good. i already sourced out some linkdn learnings so that I can be more proficient in Visio. Overall it was a good course, and I will be using everything I learned in future work situations.
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