Практика Shadowing: How I Escaped Help Desk Fast (Step-by-Step) - Изучайте разговорный английский с YouTube
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Ladies and gentlemen, in this video,
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Ladies and gentlemen, in this video,
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I'm going to discuss how I escaped help desk fast.
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Now, first, I need to start with the fact that help desk is not a career.
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I know that some people are going to get angry about that.
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Not that it can't be a career,
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but in my opinion, it's meant to be like an entryway.
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It's meant to be a launch pad.
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And if you treat it like anything else,
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which I've seen a lot of people do, you will get stuck.
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I was in help desk for a small four months before I escaped and became a system administrator.
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In this video, I'm going to explain to you how I did it exactly step by step
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so that you can do the same thing.
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Okay, so first, before I was in IT,
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I was a teacher in Texas.
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I taught Spanish and I was also a coach and I was making about $70,000,
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which in teacher standards is pretty good.
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But I just kind of got fed up.
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I had huge classes.
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I had like a lack of purpose.
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I didn't really have a real growth trajectory.
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I loved tech.
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I loved computers.
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And I looked at IT and I thought this is where the future is.
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And this is where I want to be so I can find purpose,
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grow my career, make more money,
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make more responsibility, or rather have more responsibility.
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And just this is where I need to be.
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And so my last year as a teacher,
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I spent eight months, took all of my like 20 days off that I had and I studied for three certs,
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the A+, the Network+, and the Security+, all by CompTIA.
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And by the time my teaching contract was up,
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I had already lined up an IT job,
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an entry-level job at an MSP.
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And I applied for jobs for a total of about two months.
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I think I had 32 tailored applications
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and that's relatively low in the space in terms of what I've seen other people have to do.
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Now, again, my first role was at an MSP,
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which is a managed service provider.
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So we gave IT services to other companies,
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specifically banks and credit unions.
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And it was a tier one position.
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It was technically called tier one special services engineer,
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which sounds cool, but I wasn't really engineering anything.
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I was like pinging down devices.
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I was doing a lot of phishing email analysis,
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which was actually pretty fun.
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VPN, end user DNS stuff, troubleshooting hardware, software.
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It was normal tier one stuff.
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I was fortunate that I got to work remote basically from day one.
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But to be honest, I really hated being in the call queue.
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I was taking back-to-back calls and I just hated it.
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I wanted to get out of the call queue as quickly as I possibly could.
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And please note, I made a ton of mistakes at tier one as well.
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Like early on, I thought that I had to be this person
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that knew everything and I would almost act like I knew everything,
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but I really didn't.
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And I was making tons of mistakes.
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I wasn't asking the right questions because I didn't know what to ask,
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but I picked up quickly that it's best to just accept that you don't know information,
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ask as many questions as you can about it,
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be honest about that to the end user and then go do your research and come back to them.
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This is one of my first big lessons.
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Now, why I think most people get stuck,
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and this is what I saw in a lot of my coworkers,
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is that a lot of them just stopped they just got the position
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and they stopped learning they stopped studying they stopped trying really hard they stopped getting certs
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and honestly i think a lot of it was fear they
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were scared of moving up they were scared of failing they were scared of not being ready
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and people just have this tendency to just kind of sit back
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and like take their foot off the gas and just get comfortable
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and comfortable just turns into getting stuck
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and to be honest with you i went into tier one with a a completely different mentality.
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I knew that I wanted to get out as soon as humanly possible.
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I was making like $48,000.
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I had bills to pay.
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I had goals that I had to reach.
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Again, my plan was just to move up as quickly as possible.
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I wanted to at least match my teacher's salary of $70,000.
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And here's exactly what I did.
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First, I outworked everyone.
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I took more tickets than anyone else on tier one.
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I closed more tickets than anyone else on tier one.
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I also billed more hours than anyone else on tier one.
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This is not me bragging.
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This is just me telling you what it takes to make your move out of tier one to be inevitable.
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When you're new and you don't have like years of experience that you can bank on,
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the only thing that you can actually control is your effort.
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And so you have to max this out.
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I wanted my name to be at the top of every single report,
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leaderboard, metric, anything that my bosses or my boss's bosses were seeing.
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And to be honest with you,
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it worked and people noticed.
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Like people called it out in meetings.
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And I remember the tier three manager calling it out to me and I felt all giddy and good inside.
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Next, I got my CCNA in four months.
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While I was grinding tickets during the day,
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I was studying at night.
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It was like an hour a day.
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Sometimes it was two hours.
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Sometimes it was three if you would count flashcards.
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My wife and I would go shopping.
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I recall one time being in HomeGoods and just studying Anki cards the entire time.
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I already had a small home lab set up and I also had Cisco Packet Tracer.
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So I was doing a lot of practicing with labs.
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Nobody else on tier one that I knew of even had their CCNA.
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Now this made me stand out above everyone else.
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And if there's one cert that moves the needle at that early stage,
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I really think that it's CCNA.
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This was a big separator.
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Next, I helped everyone that I possibly could.
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I offered to mentor the new incoming tier ones.
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This was when I had like one or two months of experience.
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I offered to help the tier twos.
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I begged to help the tier three system engineers.
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Now, over time, I became known as the guy that helps everyone.
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And I think that that reputation is powerful.
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When a promotion comes up and leadership is kind of deciding between like five people,
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I feel like they're going to choose the guy who helps everyone.
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That's the person that's going to get the shot.
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Now on top of this,
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and this is huge, I also volunteered for the hard stuff.
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When there was a problem that nobody touched,
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I always raised my hand.
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Was I qualified?
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Absolutely not.
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Was I scared?
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Usually, but I always just dove in and did it.
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And to be honest, I think that mindset really helped me a lot as well.
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Like you're never going to be ready.
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You're never going to feel like you're ready.
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And this goes for anything in life.
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Like if you wait until you feel ready for that next thing,
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you're never actually going to feel ready and you're never actually going to move forward.
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The key is to just expand your domain as much as humanly possible
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and then catch up and then keep that process going,
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expand and catch up.
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So you take the hard ticket,
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you learn it on the fly and you figure it out and you become better on the other side.
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Now, four months in a system administrator,
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a tier two system administrator position opened up internally.
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And I applied and I walked into that interview extremely confident,
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even though I knew at the time I was not ready for the job.
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Again, technically I was not even close to ready,
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but to be honest, again, you never are.
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I was confident I had put in the work.
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I took the CCNA.
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I could learn anything.
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I had the reputation that I help anyone and I was ready to just walk into the fire.
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I got the promotion and in week one of being a tier two,
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they threw me into a priority one ticket that had been ongoing for like two months.
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A customer had been frustrated over a networking issue that had never been resolved.
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I took it, I was terrified.
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Like I legitimately didn't sleep good for like the couple of weeks that I was suffering on that ticket.
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But again, I just attacked it head on.
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I went into these meetings.
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I'm talking with multiple CCNP network engineers and CEO of bank and I was completely in over my head,
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but I just took everything on head on and I was as confident as I could possibly be.
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And I never looked back.
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Now my system administrator position had a base salary of I think it was $55,000
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and then it had some variable stuff on top of it.
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So you'd get paid more if you billed more
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and you could bill more by doing things like taking priority one tickets or like working after hour tickets.
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And there was a rounding system in there too.
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So if you did like five minutes of work,
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it would round up to a quarter of an hour.
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So you could kind of cheese the system a little bit.
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Realistically, if you worked super hard and took a bunch of P1s,
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you could probably make up to like $100,000.
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I think in my only actual year as a system administrator, I made $87,000.
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So I went from 48K in year one to like just about 90K in year two.
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So I was pretty happy.
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And this is like what's possible when you refuse to just be comfortable.
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Now, was I comfortable with that salary?
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I mean, when I got to that salary and I worked one year,
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honestly, I was ready to make more.
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I was ready to make 100K.
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I was ready to move on to the next position.
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And I always feel that.
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Like I always want more money, more responsibility, more purpose.
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And I want to make a big difference and build cool things.
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Now, if I had to boil it all down into three things,
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it would be the following.
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One, I just worked harder than everyone else.
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I just outworked everyone else.
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I took more tickets.
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I did build more hours.
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I just worked harder.
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That's the foundation.
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Secondly, I was fearless in the job and in the interview.
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I said yes to everything.
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Even when I was scared,
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I said yes to things.
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Even when I was uncomfortable, I said yes.
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And I put myself into some positions that really sucked,
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to be honest, that were, you know, really scary.
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But I just think that's how you learn and that's how you become better on the other side.
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And that mentality really helped me a lot to grow.
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And fear is that thing that keeps people stuck in help desk for like two,
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three years until they feel ready.
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But again, you never feel ready.
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Just don't let that happen to you.
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And then three, I got my certs.
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I had A+, network plus, security plus.
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I got CCNA when I went up to,
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you know, system administrator, I still continued getting certs.
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I started getting cloud certs like AZ-104 and SC-300,
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and I just never stopped the grind of studying either.
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So if you're stuck in help desk and you're wondering why you can't move up and you're not getting new certs,
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like at least three per year,
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then you need to take a look at that area of your life as well and just continue getting certs.
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Now, I know a lot of people don't like to hear this,
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but you don't need to stay in help desk for years before you can move up.
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I'm living proof that that is the case.
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Was it easy? no. Did it take lots of time and effort?
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Absolutely.
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Was it worth it?
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Yes, absolutely.
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Being a system administrator is legitimately a better job.
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Like, of course you get paid more money,
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but it's way more enjoyable as well.
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The help desk is an amazing learning opportunity,
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and we shouldn't forget that either.
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Like four to six months at help desk can teach you
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so much about tech if you grind and you work really hard.
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But there's also diminishing marginal returns,
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and you get to a point where you're like,
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man, I'm ready for something more.
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Now I was a system administrator for almost a year and a half.
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And as I said, a teacher in the past,
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I made a YouTube channel about tech videos,
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and I ended up getting a job out in San Francisco with a startup called InPhysical,
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where I do developer relations.
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I work with AI a lot.
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I work with some of the most cracked engineers in the industry doing secrets management,
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certificate management, privileged access management,
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and I genuinely love what I do.
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I can tell you when I got this job,
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I went into the interviews confident,
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and it was the same story.
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I was super in over my head.
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I was nowhere near where I needed to be technically.
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I'm still not.
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And I'm always trying to learn and trying to grow and trying to get better.
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I think that that's one of the reasons why I got this new job as well.
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And I think that if you take these patterns and you just apply them to legitimately every area of your life,
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you will be successful in whatever you wanna do.
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None of this happens if I get comfortable in tier one.
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So this is what I want for you guys.
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I want you to go out and apply these lessons and I guess these patterns and see what happens for your life.
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If you do it for one year,
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I promise you will see a marked increase in your ability to do things,
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in your confidence, and you're probably going to get a better job.
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I appreciate you guys for all the support.
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Be safe, be smart, make some good decisions,
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and good luck leveling up in your life,
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grinding through the fire, and getting out of help desk.
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Bye.
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Контекст и предыстория
В этом видео автор делится своим опытом перехода из службы поддержки в сферу информационных технологий. Он описывает, как служба поддержки не должна рассматриваться как карьерный путь, а скорее как стартовая площадка для будущей карьеры. Спикер делится своим личным опытом, начиная с профессии учителя, и объясняет, как его интерес к технологиям привел его к изучению IT и поиску новой работы. Это видео полезно тем, кто задумался о смене карьеры и хочет узнать, как преодолеть подобные трансформации.
Топ-5 фраз для повседневного общения
- “Help desk is not a career” – Служба поддержки не является карьерой.
- “This is where I need to be” – Здесь то место, где я должен быть.
- “I was fortunate that I got to work remote” – Мне повезло, что я работал удаленно.
- “I got stuck” – Я застрял.
- “I treated it like a launch pad” – Я рассматривал это как трамплин для старта.
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Использование техники шадоуинга поможет вам улучшить произношение английского и уверенность в речи. Вот как вы можете подойти к этому конкретному видео, следуя его основным моментам:
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Для более глубокой практики используйте shadowing site, где вы найдете множество материалов для шадоуинга, которые помогут вам развивать навыки разговорной речи.
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Shadowing — это научно обоснованная техника изучения языка, изначально разработанная для подготовки профессиональных переводчиков и популяризированная полиглотом доктором Александром Аргуэльесом. Метод прост, но эффективен: вы слушаете аудио на английском от носителей языка и немедленно повторяете вслух — как тень, следующая за говорящим с задержкой в 1–2 секунды. В отличие от пассивного прослушивания или грамматических упражнений, Shadowing заставляет мозг и мышцы рта одновременно обрабатывать и воспроизводить реальные речевые паттерны. Исследования показывают, что это значительно улучшает точность произношения, интонацию, ритм, связную речь, понимание на слух и беглость речи — что делает его одним из самых эффективных методов для подготовки к IELTS Speaking и реального общения на английском.
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