We love catching up with our alumni, to talk about life after BCIT, their careers, and what tips they have for prospective and current students. In this Q&A, meet Technology Support Professional (TSP) grad Tracy Doan, who graduated from BCIT with a Certificate in 2024.
“I think AI is a valuable tool, but it will never replace a real human as a worker.”
What led you to BCIT and TSP specifically?
I was a barista at Starbucks for 11 years on and off. I took some college courses sporadically during this time to see if I could find inspiration as a lifelong career. After being customer-facing for that long, I wanted to find a path that would combine my soft skills and, hopefully, be a gateway to developing my hard skills in a technology-focused field.
I had always heard about BCIT’s high employment rate after graduation, and I was looking for something quick, bootcamp-style, to finally get my career going.
LinkedIn’s Jobs on the Rise 2026 report lists IT support specialists among the fastest-growing roles in Canada.
What was a highlight during your time at BCIT?
Honestly, since TSP is only a 10-month-long program, I was in survival mode! It was a huge blur as I was going to school full-time and working part-time. In TSP, it’s encouraged to rely on your fellow classmates from day 1 for networking, studying, troubleshooting, etc. My favourite times were when we were in the trenches together, just on calls and messaging, trying to get through a project.
How have you benefited from the program?
Aside from having a built-in network of peers I still speak to even after graduation, it was the best place to hone my troubleshooting methodology. Troubleshooting methodology is foundational to an IT support’s skill set – it’s exactly what it sounds: a systematic process for resolving issues.
Our instructors would tell us that if we were coming to them for an answer, we had better exhaust all sources of information and have specific questions. The program was a safe space to get this technique down without real world consequence.
What kind of work are you doing now at Park Place Seniors Living, and what makes it exciting?
I’m one of two help desk technicians for Park Place Seniors Living (PPSL). We have about 40 sites, each with 20-40 employees, so that’s a ton of people to support! It’s a seniors’ home/retirement home corporation, and I work out of the head office, which scratches that classic office-worker itch I have.
However, I mainly work with healthcare professionals/employees in homes, so it’s a bit of healthcare IT, and I feel like I’m making a consequential difference in someone’s life instead of just fixing printers all day. Although some days all I do is fix printers, but it’s usually for a nurse! So, it feels more special, at least to me.
As a help desk professional, you deal with issues via email, phone calls, messages, and even walk-ups all day, so, at its core, it’s still a customer service job, which I very much enjoy from my coffee shop days. I love to get to know my “regulars”. However, I refuse to be a stuffy, stereotypical office worker, and I’m happy that my team encourages me to show my personality through all forms of contact.
What is your view on using AI?
I think AI is a valuable tool, but it will never replace a real human as a worker. In IT, I will use AI as a last resort to generate a list of possible solutions to address an issue, but for each suggestion it makes, I will research further. I would never take what AI says as the truth! I believe it’s incredibly important to keep critical thinking and people skills sharp.
What kind of advice would you give prospective students?
- I was 28 when I started TSP. I’m turning 31 now and well on my path. Just go to school and try your best; time is going to pass by anyway, so why not get an education?
- BCIT is intense! Be ready to work hard. I don’t say this lightly. Get your sleep in, eat well, and try to see the sun.
- Spend 10-15 minutes a couple of times a week getting your resume out there.
- Your first job might not be your dream job, but experience is gold in this industry and will take you a long way.
- Lastly, ignore about half the requirements the job posting lists when applying, even if they say it’s mandatory – you’ll never know if you don’t try.