I hear this all the time folks. “It worked yesterday, why is it not working now?” As I hear this I want to whip out my magic 8 ball or some other type of magic crystal ball and shake it vigorously looking for an answer. The problem is there are no magical answers and while it may appear that I have a magic wand with magical fairy dust I really do not. Sometimes things happen in binary land that I really do not have any control over. For instance, if your e-mail is hosted at a remote site and your password becomes inoperative for whatever reasons I really do not have the ability to fix that at your local desktop. We really do have to call the remote site (ISP, helpdesk etc) and get them to reset your password. Resetting your computer continuously for the next hour is not going to magically reset the password. Also, when you ask for help please do not feel the need to use a high pitched whine when you do it. My purpose in life (at work at least) is to provide you with technical support and I promise that if you just tell me what the problem is I will do my best to fix it. Heck, saying good morning and calling me by my first name would start the conversation off very nicely and would make me want to do whatever I can to assist you. After all, I get satisfaction from knowing that I have solved your problem and that you can go back to doing your job efficiently.
Over the last five weeks I have gone from running around with my hair on fire wondering if I made the right decision to take on this new job to having things finally slow down a little bit. As I look around me I am able to see things more clearly and I do not feel as overwhelmed as I once did. When you are the only I.T. person at a company you are responsible for everything and there is nowhere to turn other than to your ability to get things done and external resources. Now that I have most of the user community at a point where they can work without calling me several times per day I can now start turning a portion of my attention towards the actual network infrastructure which includes the five servers that run our applications and provides us services. I have several clean up type projects that need to be addressed sooner than later. I need to get my ducks in a row, create a plan and then go to the boss and get his blessings for any external resources that I might need or the necessary funding to make this happen.
My on call responsibilities have not been too overwhelming thus far which I am glad of. I get two or three calls on the cell phone per week and most of the questions I can answer without having to remotely connect to the users workstation to fix something which is nice. The intense discovery zone routine that I have been going through in the last five weeks has helped out tremendously as well. I have a three ring binder that has different types of information that I might need and I carry that with me in my laptop bag. Being extremely organized and task oriented is very helpful when it comes to being in an I.T. role at a company.
Tuesday, September 30, 2008
Tuesday, September 23, 2008
The disconnect between humans and technology
My job helps me to remain humble. I say this because I know that while I might appear to be a genius with computers and technology in general I am surrounded with folks who are geniuses in their own respective fields. The humility comes in when I get silly questions or complaints that are seemingly easy for me to figure out. I have to remember that I have been doing this sort of thing for 20 years and that my experience makes those easy things easy. I am sure that 20 years ago when I started working in the I.T. industry that a lot of things were not easy and that I owe my knowledge and experience to many mentors along the way.
Now , with all of that said, I have to say something else. Computers today are not that difficult to operate. The key thing is that you can not be afraid of it. Fear of the unknown is normal but if you belly up to the beast so to speak and dive in you will find that running your pc is not all that difficult. Think of it this way if you will. How do you approach problems in your every day life or job? You probably have a logical thought process that you follow to deduce what you need in order to get through the day. Your computer is no different. You have to approach your computer with the attitude of " I can do it!!" As an I.T. professional I have no problem with someone coming to me and saying "I do not know how to do this" or "I do not understand what this means". That is my job, to help you through those moments and to explain to you what this or that means and then to fix it to where you can continue on with your day. The thing that I do not want to hear and makes my job difficult is "I do not understand why this thing is broken and futher more I do not care, just fix it".
Some folks have the attitude that technology should just work and they get angry when someone can not just wave a magical wand and make their lives stress free when it comes to their personal computer. That attitude in and of itself is the disconnect between humans and computers. In my mind my job is to fix those things (hardware) that you (the end user) should not have to be worried about and to train you on how to use the software that you use to get your job done. My encouragement to you is that if your attitude is positive and you want to learn how to use your computer then my job as the I.T. professional is so much easier. When you are happy then I am happy. I like solving problems and I love seeing folks like you who are happily sitting at your desk banging away at the keyboard and being productive. I like being able to come by your desk or office and say howdy and not have to always be talking about a computer problem.
Just the other day I went to one of our satellite offices with a list of pc issues to resolve which I did while I was doing Windows Updates. I got to one of the lists and this person had said that the pc speakers on the desk have not worked since the pc was installed. I think the pc was installed two or three years ago. I started to get under the desk to trace the speaker wire to make sure it was plugged into the green audio out plug when I noticed that the power light for the speakers was not on. I reached over and turned on the speakers and guess what? My magic wand was out and I sprinkled power dust on those speakers and they magically began to produce music. LOL
Currently I am the I.T. manager for a company that does resort rentals on the East Coast. I have one main office to support and two satellite offices. That averages out to about 45 people and 50 pc's and five servers. I stay very busy but I like my job. I am thankful that I have a full time job that provides me with a salary and benefits for me and my family. I can remember the days not too long ago where I was working two and three jobs just to put food on the table thanks to the I.T. industry taking a nose after the September 11th incident. There are plenty of folks out there who are not as fortunate as myself and I remember that on a daily basis.
Now , with all of that said, I have to say something else. Computers today are not that difficult to operate. The key thing is that you can not be afraid of it. Fear of the unknown is normal but if you belly up to the beast so to speak and dive in you will find that running your pc is not all that difficult. Think of it this way if you will. How do you approach problems in your every day life or job? You probably have a logical thought process that you follow to deduce what you need in order to get through the day. Your computer is no different. You have to approach your computer with the attitude of " I can do it!!" As an I.T. professional I have no problem with someone coming to me and saying "I do not know how to do this" or "I do not understand what this means". That is my job, to help you through those moments and to explain to you what this or that means and then to fix it to where you can continue on with your day. The thing that I do not want to hear and makes my job difficult is "I do not understand why this thing is broken and futher more I do not care, just fix it".
Some folks have the attitude that technology should just work and they get angry when someone can not just wave a magical wand and make their lives stress free when it comes to their personal computer. That attitude in and of itself is the disconnect between humans and computers. In my mind my job is to fix those things (hardware) that you (the end user) should not have to be worried about and to train you on how to use the software that you use to get your job done. My encouragement to you is that if your attitude is positive and you want to learn how to use your computer then my job as the I.T. professional is so much easier. When you are happy then I am happy. I like solving problems and I love seeing folks like you who are happily sitting at your desk banging away at the keyboard and being productive. I like being able to come by your desk or office and say howdy and not have to always be talking about a computer problem.
Just the other day I went to one of our satellite offices with a list of pc issues to resolve which I did while I was doing Windows Updates. I got to one of the lists and this person had said that the pc speakers on the desk have not worked since the pc was installed. I think the pc was installed two or three years ago. I started to get under the desk to trace the speaker wire to make sure it was plugged into the green audio out plug when I noticed that the power light for the speakers was not on. I reached over and turned on the speakers and guess what? My magic wand was out and I sprinkled power dust on those speakers and they magically began to produce music. LOL
Currently I am the I.T. manager for a company that does resort rentals on the East Coast. I have one main office to support and two satellite offices. That averages out to about 45 people and 50 pc's and five servers. I stay very busy but I like my job. I am thankful that I have a full time job that provides me with a salary and benefits for me and my family. I can remember the days not too long ago where I was working two and three jobs just to put food on the table thanks to the I.T. industry taking a nose after the September 11th incident. There are plenty of folks out there who are not as fortunate as myself and I remember that on a daily basis.
Wednesday, September 03, 2008
Supporting the boardwalk
After spending two years doing server support at a local college campus I managed to locate a job which provided a raise in income and benefits. Both of those things were needed by my family in a big way.
Money and benefits are very important but they are only a portion of the big picture. Why do we do what we do for 8 or more hours per day? Is the ability to pay bills the only thing that keeps us going day in and day out? It has been said and even researched that we spend more time with our co workers than we do our immediate family. Maybe that is why we drag little nick knacks from the house such as pictures, stuffed animals or whatever to the work place so that it can remind us of our loved ones.
I have been in the I.T. industry since 1990 and I have worked in six different industries supporting computer users and the underlying computer networks that they use. I enjoy a certain satisfaction from learning how to use computer technology and helping others to use it.
Fast forward from 1990 to September 2008 where I am supporting approximately 85 users and a computer network with five servers and one network with three different subnets. This is my third week as the resident propellerhead and for the most part all of my coworkers are excited that I am there. That is because there are more problems to solve than I have time to fix. I am sure that in about 3 months from now I will be more acclimated to the environment and have the backlog of work orders under control. The biggest problem that I have is knowing how to prioritize my responsibilities between providing end user computer support and being an I.T. Manager/ network administrator. Doing all three of these is going to be a big challenge for me and I hope that I am up for it.
Providing end user computer support is the easiest of the three for me. I have been doing this for years in many different capacities. While I am learning the new environment and living through discovery zone being able to clear out some trouble tickets gives me the feeling of accomplishment which is nice. It also helps those that I support to be able to use their computers with more efficiency and get their jobs done.
Today I got a phone call that reminded me of a phone call that I received years ago. I was working at a law firm and one of the legal secretaries called me and said that her computer was making a horrible clicking noise. She held the phone handset close to her computer so I could hear it. For the life of me I could not figure out what this was so I told her that I would be right over. When I arrived at her desk I observed a large bundle of papers sitting on the corner of her keyboard which was depressing one of the keys. Today I got a phone call from one of my computer users and she told me that her computer screen was flipped sideways. Once again the user flopped a notebook on to the keyboard to write in it and somehow the right key combination was pressed and presto, the screen flipped onto its side.
I know that with tablet pc's you can flip the screen from portrait to landscape because it is an functionality of the software. How did I solve it you ask? Google search engine to the rescue. I searched for "flipped screen XP" and I found multiple hits about this problem. Apparently my users were not the first folks to cook this up. I learned that with a simple key stroke combination I was able to flip the screen back to where it had come from. I had several folks get up from their chairs to walk over to see how I was going to solve that problem. Hopefully what I did was allow them a good laugh and showed them that while I do not know everything I do have the ability to research the problem and figure it out.
For some folks their idea of having a computer support person to call is that this person will just fix all of their problems. Oh, I have a strange screen on my monitor I have never seen. Lets just call the IT guy or gal and just have them come fix it. In this picture the IT guy or gal comes and fixes whatever the problem is and leaves. The only problem with this picture is that the computer user remains clueless about the problem and when it happens again they will just pick up the phone again. It is a vicious cycle that does not need to continue. Support should not enable someone to be helpless. Support should facilitate fixing of the problem but also educating the computer user so that they can understand what has happened and how to respond in the future.
Yes, I like fixing problems and I love playing around with computers. I love hardware, software and networking. I love surfing the web and watching videos online. I love blogging, reading, playing Texas Holdem online. The only problem is that there is only one of me and I can only be stretched so far. My goal is to help you, the computer user, to take responsibility for the tool that the computer is so that you can do your job. I want you to take ownership of your computer just like you do your automobile. You do not drive your car on flat tires or with no water in the radiator or gas in the fuel tank. You know that you have to do certain things in order to drive your vehicle down the street and survive.
The same principle applies to your computer. You have to pull out the manual and figure out how to use this computer. The fuel in this case is knowledge for your mind. You have to train yourself how to use the tool and make it advantageous to use it.
Money and benefits are very important but they are only a portion of the big picture. Why do we do what we do for 8 or more hours per day? Is the ability to pay bills the only thing that keeps us going day in and day out? It has been said and even researched that we spend more time with our co workers than we do our immediate family. Maybe that is why we drag little nick knacks from the house such as pictures, stuffed animals or whatever to the work place so that it can remind us of our loved ones.
I have been in the I.T. industry since 1990 and I have worked in six different industries supporting computer users and the underlying computer networks that they use. I enjoy a certain satisfaction from learning how to use computer technology and helping others to use it.
Fast forward from 1990 to September 2008 where I am supporting approximately 85 users and a computer network with five servers and one network with three different subnets. This is my third week as the resident propellerhead and for the most part all of my coworkers are excited that I am there. That is because there are more problems to solve than I have time to fix. I am sure that in about 3 months from now I will be more acclimated to the environment and have the backlog of work orders under control. The biggest problem that I have is knowing how to prioritize my responsibilities between providing end user computer support and being an I.T. Manager/ network administrator. Doing all three of these is going to be a big challenge for me and I hope that I am up for it.
Providing end user computer support is the easiest of the three for me. I have been doing this for years in many different capacities. While I am learning the new environment and living through discovery zone being able to clear out some trouble tickets gives me the feeling of accomplishment which is nice. It also helps those that I support to be able to use their computers with more efficiency and get their jobs done.
Today I got a phone call that reminded me of a phone call that I received years ago. I was working at a law firm and one of the legal secretaries called me and said that her computer was making a horrible clicking noise. She held the phone handset close to her computer so I could hear it. For the life of me I could not figure out what this was so I told her that I would be right over. When I arrived at her desk I observed a large bundle of papers sitting on the corner of her keyboard which was depressing one of the keys. Today I got a phone call from one of my computer users and she told me that her computer screen was flipped sideways. Once again the user flopped a notebook on to the keyboard to write in it and somehow the right key combination was pressed and presto, the screen flipped onto its side.
I know that with tablet pc's you can flip the screen from portrait to landscape because it is an functionality of the software. How did I solve it you ask? Google search engine to the rescue. I searched for "flipped screen XP" and I found multiple hits about this problem. Apparently my users were not the first folks to cook this up. I learned that with a simple key stroke combination I was able to flip the screen back to where it had come from. I had several folks get up from their chairs to walk over to see how I was going to solve that problem. Hopefully what I did was allow them a good laugh and showed them that while I do not know everything I do have the ability to research the problem and figure it out.
For some folks their idea of having a computer support person to call is that this person will just fix all of their problems. Oh, I have a strange screen on my monitor I have never seen. Lets just call the IT guy or gal and just have them come fix it. In this picture the IT guy or gal comes and fixes whatever the problem is and leaves. The only problem with this picture is that the computer user remains clueless about the problem and when it happens again they will just pick up the phone again. It is a vicious cycle that does not need to continue. Support should not enable someone to be helpless. Support should facilitate fixing of the problem but also educating the computer user so that they can understand what has happened and how to respond in the future.
Yes, I like fixing problems and I love playing around with computers. I love hardware, software and networking. I love surfing the web and watching videos online. I love blogging, reading, playing Texas Holdem online. The only problem is that there is only one of me and I can only be stretched so far. My goal is to help you, the computer user, to take responsibility for the tool that the computer is so that you can do your job. I want you to take ownership of your computer just like you do your automobile. You do not drive your car on flat tires or with no water in the radiator or gas in the fuel tank. You know that you have to do certain things in order to drive your vehicle down the street and survive.
The same principle applies to your computer. You have to pull out the manual and figure out how to use this computer. The fuel in this case is knowledge for your mind. You have to train yourself how to use the tool and make it advantageous to use it.
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