1. My Internship Experience At: Ronald G. Turner II Los Angeles, CA May 15, 2006 – August 4, 2006

2. Quick Introduction Ronald G. Turner II Senior Computer Information Systems (Business) Major Expected Graduation date: Summer, 2007 Hometown: Los Angeles, California

3. Presentation Outline: Company Background Information Obtaining internship Intern Program Job title and responsibilities Progression during tenure Challenges faced Lessons learned Overall experience assessment Questions & Answers

4. Company Background Information Founded in 1990 by Hughes Electronics Launched service in 1994 Offer access to quality programming Headquarters in Los Angeles, CA (El Segundo) 15.4 Million Customers $3.15 Billion Revenue Three corporate offices, Three Broadcast Centers, Four customer Contact Centers, Two Sales Offices Purchased by News Corp in December, 2003 Chase Carey, CEO HDTV

5. Obtaining Internship Applied online Received call from internship coordinator Conducted Phone Interview Learned most details the Friday before starting

6. Intern Program 35 interns in total Met weekly Received presentations from employees Executive Lunch Toured the LABC (L.A. Broadcast Center) Convenient Location and pay Networked with other interns Attended company events

7. Job Title and Responsibilities Location - IT Support Center (Help Desk) Title - IT Support Analyst –Provide Tier 1 support for incidental management within Support Center –Provide accurate and detailed case logging of all problem/incidents reported to Support Center –Perform Support Center duties in accordance with set SLA’s for 1 st tier incident resolution (70%), Average Answer Speed (30 seconds), and follow Critical/Urgent case process for escalation –Responsible for eCopy form process

8. Examples of incidents and requests Re-Set network passwords –SAP, DORIS, ACSR, Helped with typical issues –Printer not working, software issues, Processed requests –New software and hardware, replaced outdated and damaged hardware Routed incidents to other departments –Programming issues (HTML, C++, SQL), facilities issues Created network profiles for employees

9. Progression during tenure Trained first two weeks Adjusted to unpredictable amount of incidents and requests Continuous learning process for routing and assisting with incidents

10. Challenges Faced Managing with an overload of repetitive work Having to take detailed notes Learning the Support Center software Accepting blame for actions Adjusting to 8 A.M. to 5 P.M. schedule

11. Facts and Lessons Learned Teamwork vs. selfishness Communicating actions with a positive tone Controlling large amounts of work Learned about corporate America –Politics, culture, unexpected events Learned about several IT fields –Learned various opportunities offered by CIS

12. Overall Experience Assessment Enjoyed working with employees in department Loved the atmosphere and relaxed setting of the company Didn’t always enjoy the repetitiveness of the job responsibilities Felt good about being able to learn and absorb information and techniques

13. Questions and answers Any questions about experience, such as: –Company –Internship program –Responsibilities –Challenges –Lessons

14. Thank you for your time! Ronald Turner RTistic310@aol.com