We expanded our intern and Level 1 support team so every call is answered by an in-house BIS team member who knows our systems, our clients, and the urgency of your work.
Over the past year, many of you shared the same feedback with us: When you call IT, you want to speak with someone in-house, knowledgeable, and ready to help especially during high call volumes.
So we made changes.
This year, we expanded our IT Intern and Level 1 Support Team to ensure every call is answered by a BIS team member who understands our systems, our clients, and the urgency of your work. This team serves as your first line of support – answering phones, triaging issues, and making sure your request is handled quickly and efficiently.
They’re not outsourced. They’re part of the BIS family.
Now, let’s introduce the people you’ll be hearing from.
School: East Texas A&M University in Commerce
Study Focus: Computer Science (Networking)
Kruz is part of the in-house team you’ll often hear from first when you call BIS. Currently studying computer science, he’s especially interested in networking and enjoys working through challenges until he finds the right solution. Outside of work, Kruz likes spending time with family, watching shows, and playing video games. His friends describe him as smart, determined, and charming – which tends to come through on every call.
School: UT Dallas
Study Focus: Network Engineering and Cybersecurity
Ethan has been drawn to technology since childhood and brings that long-standing curiosity into his role on the BIS IT team. He’s focused on building experience in network engineering and cybersecurity while supporting clients day to day. Known for being patient, empathetic, and quick-witted, Ethan keeps things calm and productive, even when issues are time-sensitive. When he’s off the clock, you’ll find him getting outside, exercising, or gaming with friends.
School: Berbice Educational Institute
Study Focus: Hardware and Software Systems
Shanice joined the BIS IT team driven by a desire to understand how hardware and software work together. Her goal is to become a well-rounded IT technician, and she brings a thoughtful, steady approach to every interaction. Easygoing and adventurous, Shanice enjoys hiking, trying new foods, and staying organized by planning ahead. Clients appreciate her clear communication and attention to detail.
School: UT Dallas
Study Focus: IT Support and Troubleshooting
Omair approaches IT as both a learning opportunity and long-term career path. He is focused on sharpening troubleshooting skills while supporting BIS clients.
This expansion gives clients faster, more consistent support and a smoother path to escalation when issues require additional resources.
When you call BIS, you’re speaking with someone who is trained, invested, and here to help.
We’re excited for you to get to know this team and we’re even more excited about the level of support they’ll deliver this year.
If you ever have feedback, questions, or ideas on how we can improve your IT experience, we’re always listening!
If you have feedback, questions, or ideas to improve your IT support experience, we are listening.