IndexSummaryIntroductionBackground Information about the OrganizationTraining and Work AssignmentsOperational Support for GEMSReflections on my Summer InternshipConclusionReferencesSummaryThis report is prepared based on my 5 month internship at Keppel Shipyard Limited as Management of IT services on GEMS application. During my summer internship experience, I am quite lucky and happy to be able to apply my knowledge about modules in MySQL database that I learned during my studies at Republic Polytechnic in real work experience at KFELS company. There are two main tasks that were assigned to me during my internship: to assist in the day-to-day operational support for GEMS and to assist in the six-monthly user access review exercise which is conducted twice a year. With the responsibilities entrusted to me, I learned how the process is managed in the company. Working in the office is a new aura for me where there will be a time when the office will be quiet and there will be a time when the office will be busy and noisy, especially when my other colleagues are discussing their projects. The internship helped me gain in-depth knowledge on professional communication, time management and team building. Say no to plagiarism. Get a tailor-made essay on "Why Violent Video Games Shouldn't Be Banned"? Get an Original Essay Introduction The company I was sent for an internship was Keppel Shipyard Limited (Keppel FELS) and was assigned to the Information Systems department of the group. However, with modern advanced technologies, they use IT infrastructure to design offshore facilities for their projects. There are different types of software application systems used for plant design such as ABS 02E system and global engineering management system which can be called GEMS. With these online software systems, the company is able to keep business operations connected, track the progress of projects, easily accessible from home or another country, and enables effective management of engineering-related tasks. The scope of my internship is IT service management on GEMS, where I have to work together with engineering users. This is a daily operation of the IT Application Support Desk function. My responsibilities are to provide simple 1st level and 2nd level application support and assist in reviewing user access, which is an important period as it is part of the IT audit requirements. Basic information about the organization Keppel Offshore & Marine company includes different types of shipyards, for example from the offshore division - Keppel FloaTEC, Bintan Offshore, Keppel FELS, from the marine division - Keppel Shipyard, Keppel Philippines Marine, from the specialized shipbuilding division - Keppel Singmarine, Keppel Nantong Shipyard and many more. The different construction sites have their own mission and responsibilities to manage. For the offshore division, they have experience in designing, repairing, fabricating offshore structures and building high-performance mobile offshore installations, mainly focusing on starting the construction of vessels from scratch. While the maritime division is expert in repairing, jubilation and upgrading of all types of mechanical ships, mainly focusing on the completion of ships. Keppel Shipyard Limited (Keppel FELS). This company designs, builds, upgrades major systems and repairs advanced mobile offshore facilities. So, it is more related to an engineering field. Most of the projects managed by the company are based on customer request. The last prize wonfrom Keppel FELS was the 2010 Shell Platform Rig of the Year Award, the Offshore Yard Award at the Seatrade Asia Awards and received the May Day 2010 CBF (Cheaper, Better, Faster) Model Partnership Award from the National Trades Union Congress . Keppel Shipyard remains competitive in a changing market environment, therefore Keppel Shipyard's main objective is to offer customers viable, cost-effective and adaptable solutions. “Close to the market, “Near Customer” service is part of their service strategy. Training and work assignments Operational support for GEMS is my main daily task. In this area I must check whether the service request form is correctly filled out and has been correctly authorized. Checking the GEMS support email daily and promptly is part of my scope of work to ensure that users have included Service Desk in their email. Next, I need to prepare scripts for account creation, account password reset, and project authorization based on Engineering user requests. To prepare and run scripts for the respective requests or incidents, you must first log the ticket via Service Desk. Besides that, I also have to provide user assistance for Windows application related issues, such as if the user encounters a blank screen, is unable to upload or download documents due to JAVA and IE versions, and if the The user experiences slow or slow page loading due to full cache. For users who face some technical issues that are beyond our 1st and 2nd level support capability, we will assign the incident to the backend team. To be more proactive, once the unresolved incidents are sent to the backend team, we will also ask about the problem caused and its solution so that in the future we will be able to detect and resolve the problems by ourselves and not totally depend on the backend team who will reduce the incident management process. The faster the request and incidents are satisfied or resolved, the more easily users will be able to continue their work on their project and this will push the company to continue striving for the best. Reviewing user access is an important exercise which, in accordance with IT audit requirement. The objectives of this exercise are to update all active user details for each application used such as GEMS, JDE, iSRP etc. and ensure that users are granted the appropriate access rights respectively. Inactive users will be removed from applications. Automated user login review is used for sending UAR via Outlook email, and reminders will be sent to the user respectively once the expiration duration is reached. Therefore, my task for this exercise is to create the Sharepoint folders and respectively upload the Excel data to the folder and grant access to all reviewers. The automated email containing the instructions and Sharepoint folder URL will be sent according to the date and time we set. Next, I need to track the sending. Once the reviewers send us back the digital copy signed by the UAR, I need to verify that the correct approvals have been made, otherwise I need to notify you to get the correct approval. After it is verified, I need to update the status of the received submission in Sharepoint. Finally, I need to save the submitted documents in the correct folders so that the respective application administrator can update them based on the comments written by the reviewers. Results My result was able to prepare all the scripts that needed to be run on the same day I received the requestsby users even during the peak period. This shows that I am able to tackle my tasks effectively. At the same time, I am able to work on both tasks assigned to me, GEMS support and user access review on the same day, as long as I am able to manage my time. This is valuable for the company because an employee who is able to work under pressure by completing different types of assigned tasks before the deadline will keep the company on track and continue to progress smoothly without any delay. This is valuable to me as an individual because I am able to discover my skills in time management and I am still able to produce quality work even if there are many demands to meet. My other achievement is my verbal and written communication skills have improved a lot. During my internship, I began to feel comfortable interacting with users in a professional manner under any circumstances. This is valuable to the business as you need to collaborate with different types of users or staff. So, by having adequate and clear communication skills, misunderstandings will be reduced, which means fewer errors will be produced in the work. This is valuable to me as an individual as it will make my work more efficient at work. With adequate communication skills, I am able to express my points clearly and effectively, especially when I need to work together with other colleagues. Reflections on my summer internship While I have been doing the internship for the last 5 months, everything is running smoothly and not there are many problems I faced. But there is one challenge I face: treating users appropriately. I need to know how to approach and respond using the appropriate tone or medium to professionally interact with diverse users of different backgrounds, even if the user's response may seem offensive or in an informal manner or users who are impatient to solve their problems or request that are resolved immediately. When I need to complete many scripts in a day, my supervisor always reminds me that we need to focus and give higher priority to important or emergency requests, such as failed password login. If we do not reset the user's password as soon as possible, the user will not be able to perform his important tasks in applications such as approving documents, promoting project status etc. Compare at the beginning, I am afraid to reply to the user's email as I may mistakenly enter the wrong information. So, for the first week of my internship, I will only read emails and let my supervisor respond to them instead. After reading all the previous emails about how GEMS support responds to the user, I began to respond to the user's request, but only after my supervisor checked my written email. After a few weeks, I started to be more independent and feel confident in responding to user emails without addressing my supervisor. After months of dealing with user requests or issues, users started emailing me directly or Lync instead of sending their email to GEMS support, which shows they have earned my trust and can count on on me, which was also a great achievement for me. There is a colleague I admire during my internship. He is very kind and always helps me when I need. He is able to work effectively and is capable of tackling the jobs entrusted to him. He also needs to do part-time work for GEMS support even if it's not in his primary line of work. He will always show his enthusiasm in helping me, such as helping me to