Overall, the AT&T lab tech support team had several accomplishments. The work ticket system was very effective in keeping all team members up-to-date with on-going assignments. The work ticket format could easily used for future tech support teams. Additionally, our team were able to collect accurate inventories of all lab equipment, and identify potential areas for improvement. We confidently recommend upgrading the work stations RAM in both AT&T computer labs in order to run memory intensive applications used for the certification workshops. We even got the opportunity to assist in other student projects which is whole purpose for a tech support team. Another victory is that we were able to adhere closely to our projected project schedule.

The only shortcoming of the project, in our opinion, was that we were unable to establish a reliable way for students to request support from our team. Most requests or concerns were forwarded from the lab manager, which convoluted the process. A possible solution for future tech support teams could be using a single email address that could forward student issues to team members. Furthermore making a work request form available on the AT&T website could make it easier for students to ask for help from the support team. Shortcomings aside, we believe our AT&T tech support team project created a solid model that could be improved upon in future semesters.