Between work and home where does it go?
I have projects lots of them the El Camino that sits in my Garage at home the Camper we got 2 years ago a 7 year old, painting and Grandchildren to have tea parities with. I cook (sometimes) and clean up behind the kids.
I have more, This Blog, documentation, training and more at work. They gave me books to read and more stuff to do on top of the stuff I have to do plus FaceBook and linkedin. Life is busy!
In order to maintain a level of sanity I really need to organize!
I’m Not complaining (although I should) I just have to take one thing at a time. I’m no spring chicken. I work in dos mode most of the time any way. It could only do one thing at a time.
I have scaled back all projects to get the necessary things done, I take small amounts of time to write the Blog and to work with co-workers on the documentation and read when I am not on calls. But when that alarm goes off or the call comes in I drop everything to do what I love and that is assisting the customer.
After isn’t that why we are here?
The end goal of all of this is to assist our clients with the tools we already have (like this Blog) I am to share my experience with all of you so you can learn from my mistakes and become better help desk agents. You are getting better at this, so much so I am getting scared to leave. I might miss something.
Now I have a pen pal. I haven’t written! I haven’t written to my Brother in 3 years! What will I say? What can I say?
Want some tea?
Thursday, January 15, 2009
Friday, January 9, 2009
Nice to see you come again and stay for awhile…PLEASE!!!
There is a funny thing about progress, you get to say “I’ve seen them come and I’ve seen them go” The good ones never stay long. As to say they find something better to do.
I am not a help desk manager I am a help desk mentor, The old guy that has done this forever and doesn’t want to do anything else! I get to watch others advance in the company and that is a good thing. I started here on the desk pretty much by my self and when I got some assistance they quickly moved to another department. Some to MIS some to Implementation others just out the door and now one to client services.
Proud of them, all. I still take the calls and train more people to take calls so maybe that is job security or prep work to have them go away.
I soon will have others to send down the road and a whole new room to do it with. Next year I get a whole new building to send them off in and maybe me off the 5th floor if I can’t keep a few with me. I have had one for over a year she likes what she does and that can be dangerous because that is how I feel about my job. Ms. L please don’t go away I beg of you I need routine I need the company to understand this is a most thankless position and can be a very lonely one (Look at the Maytag Repair Man or the Shell Answer man), They worked them selves out of a job)!
Congratulations to all who have slipped out of my grasp
I am not a help desk manager I am a help desk mentor, The old guy that has done this forever and doesn’t want to do anything else! I get to watch others advance in the company and that is a good thing. I started here on the desk pretty much by my self and when I got some assistance they quickly moved to another department. Some to MIS some to Implementation others just out the door and now one to client services.
Proud of them, all. I still take the calls and train more people to take calls so maybe that is job security or prep work to have them go away.
I soon will have others to send down the road and a whole new room to do it with. Next year I get a whole new building to send them off in and maybe me off the 5th floor if I can’t keep a few with me. I have had one for over a year she likes what she does and that can be dangerous because that is how I feel about my job. Ms. L please don’t go away I beg of you I need routine I need the company to understand this is a most thankless position and can be a very lonely one (Look at the Maytag Repair Man or the Shell Answer man), They worked them selves out of a job)!
Congratulations to all who have slipped out of my grasp
Nice to see you come again and stay for awhile…PLEASE!!!
Congratulations to all who have slipped out of my grasp
There is a funny thing about progress, you get to say “I’ve seen them come and I’ve seen them go” The good ones never stay long. As to say they find something better to do.
I am not a help desk manager I am a help desk mentor, The old guy that has done this forever and doesn’t want to do anything else! I get to watch others advance in the company and that is a good thing. I started here on the desk pretty much by my self and when I got some assistance they quickly moved to another department. Some to MIS some to Implementation others just out the door and now one to client services.
Proud of them, all. I still take the calls and train more people to take calls so maybe that is job security or prep work to have them go away.
I soon will have others to send down the road and a whole new room to do it with. Next year I get a whole new building to send them off in and maybe me off the 5th floor if I can’t keep a few with me. I have had one for over a year she likes what she does and that can be dangerous because that is how I feel about my job. Ms. L please don’t go away I beg of you I need the routine I need the company! You must understand this is a most thankless position and can be a very lonely one (Look at the Maytag Repair Man or the Shell Answer man), They worked them selves out of a job)!
To Ms. G, and all that came and went before her Congratulations
There is a funny thing about progress, you get to say “I’ve seen them come and I’ve seen them go” The good ones never stay long. As to say they find something better to do.
I am not a help desk manager I am a help desk mentor, The old guy that has done this forever and doesn’t want to do anything else! I get to watch others advance in the company and that is a good thing. I started here on the desk pretty much by my self and when I got some assistance they quickly moved to another department. Some to MIS some to Implementation others just out the door and now one to client services.
Proud of them, all. I still take the calls and train more people to take calls so maybe that is job security or prep work to have them go away.
I soon will have others to send down the road and a whole new room to do it with. Next year I get a whole new building to send them off in and maybe me off the 5th floor if I can’t keep a few with me. I have had one for over a year she likes what she does and that can be dangerous because that is how I feel about my job. Ms. L please don’t go away I beg of you I need the routine I need the company! You must understand this is a most thankless position and can be a very lonely one (Look at the Maytag Repair Man or the Shell Answer man), They worked them selves out of a job)!
To Ms. G, and all that came and went before her Congratulations
Thursday, January 1, 2009
New Year-New opportunities
So here I sit on New Years Eve, thinking of way to improve myself and help the team progress. Looking back over the year past I see a team that is starting to gel, we are doing documentation to assist the new members that are coming our way. I like forward thinking in the management we have (the rotation process) has all of us getting used to change in style and attitude. As the new manager is a business minded kind of manager the next more technical the styles are getting mixed together into one form with one goal.
That is pointed to the customer. When I was interviewed I explained to the department manager “when I am on the phone, there is only two people in the world” that would be the customer and me”. At first he had an idea of what I meant, then it was put into action.
I trained by reading a manual of the old product and practiced all weekend to learn the operation of the system. I was responsible for Windows based systems and had to learn Linux commands (still have lots to learn) in order to locate issues from a command line.
It reminded me of working with customers at another company (Good ‘old Windows 3.1 and Dos 6.22) I got to the phones and all I learned was a blank there were so many different configurations, systems and soft wares to understand. This took some time but I muddled through with help from the one (and only) second level tech. I learned a lot from Jeff, he is a valuable resource still.
On to the new year, we should be setting goals and setting our sights on making the customers happy, the team (s) are getting all the documentation ready for the customers portal and then hope like hell they read it, but if they don’t we are still there to help them out.
I have some customers I just love to talk to I show them the portal but still they call with the same questions and problems. It is nice to be needed in that way.
This year will give us new ways to help, new problems to overcome. The floor is ours and the second level will be down the hall but still close at hand. I hope they will remember to leave the doors open and let us learn together.
My goal last year was to get the teams to work with one another so we could all benefit from each other’s knowledge. To that end I think it went pretty well.
Happy new year!
That is pointed to the customer. When I was interviewed I explained to the department manager “when I am on the phone, there is only two people in the world” that would be the customer and me”. At first he had an idea of what I meant, then it was put into action.
I trained by reading a manual of the old product and practiced all weekend to learn the operation of the system. I was responsible for Windows based systems and had to learn Linux commands (still have lots to learn) in order to locate issues from a command line.
It reminded me of working with customers at another company (Good ‘old Windows 3.1 and Dos 6.22) I got to the phones and all I learned was a blank there were so many different configurations, systems and soft wares to understand. This took some time but I muddled through with help from the one (and only) second level tech. I learned a lot from Jeff, he is a valuable resource still.
On to the new year, we should be setting goals and setting our sights on making the customers happy, the team (s) are getting all the documentation ready for the customers portal and then hope like hell they read it, but if they don’t we are still there to help them out.
I have some customers I just love to talk to I show them the portal but still they call with the same questions and problems. It is nice to be needed in that way.
This year will give us new ways to help, new problems to overcome. The floor is ours and the second level will be down the hall but still close at hand. I hope they will remember to leave the doors open and let us learn together.
My goal last year was to get the teams to work with one another so we could all benefit from each other’s knowledge. To that end I think it went pretty well.
Happy new year!
Friday, December 26, 2008
Why, I remember when...
Time to show off my age, Lets talk service, I can remember when you would pull into a "service station" young men in white uniforms would come to your car and ask "Fill ‘er up?" and the other would be looking under the hood checking oil and hoses, then he would check the tore pressure and look under the car,. While he was doing that the first one who was filling your tank was washing your windshield and checking the wiperblades. Gas cost $.35 a gallon and price wars put the price down to $.11 cents at times in a battle for your business and loyalty. Ahh, Those were the days.
When you went to the theater a person sold you the ticket, some one took the ticket, gave the stubs back and an Usher took you to your seat. And that seat cost you $.50 cents.
The Gas Company Fixed appliances and sold them too. The Television store would deliver 1 or 2 sets to your house and let you sample them in your home to see which you liked best.
Yes that was service, What happened in the 1970’s changed the way we did thisngs with Department stores turning into K-Mart or Wal-Mart. The face of service is different than it was 40 years ago and I think we should go back a few years and revisit how we do things.
we should always greet our customers with a friendly smile and in a very short time. If they wait for more that a minute they tend to get angry.
If we don’t have what they want (as far as an answer) we Better go find the resolution to their issue while they are on the phone. Or be able to give them a time frame as to when it can be.
Always end a call asking if there is anything else and Thank you.
When you went to the theater a person sold you the ticket, some one took the ticket, gave the stubs back and an Usher took you to your seat. And that seat cost you $.50 cents.
The Gas Company Fixed appliances and sold them too. The Television store would deliver 1 or 2 sets to your house and let you sample them in your home to see which you liked best.
Yes that was service, What happened in the 1970’s changed the way we did thisngs with Department stores turning into K-Mart or Wal-Mart. The face of service is different than it was 40 years ago and I think we should go back a few years and revisit how we do things.
we should always greet our customers with a friendly smile and in a very short time. If they wait for more that a minute they tend to get angry.
If we don’t have what they want (as far as an answer) we Better go find the resolution to their issue while they are on the phone. Or be able to give them a time frame as to when it can be.
Always end a call asking if there is anything else and Thank you.
Monday, December 22, 2008
‘Tis the season
Well it is here, the only season slower that summer. We have accomplishe much in the past year and the time has come to take a hat off to all of you.
From support, to the second level and even those guys in the office. A year well done.
We managed to get through grades issues and how to make a call all the way to what is the website?
You have conducted yourselves in a very professional way and made an unbearable job entertaining,
The quotes on the wall say a lot about who we are and what we do. And we do, do it well.
I have worked for some choice companies in the field of technical support and no one ever told my team or me how much they are appreciated. Thank you.
We have broken performance records taking many more calls than ever, handling cases in numbers so high one weeks worth this year matched some months in the past.
We have Grown as a department and as a company going from 23 people (when I started) to 62 of the best and brightest staff one could imagine.
So if it is Christmas, Hanukiah, Kwanzaa or the Kings Birthday.
Happy Holiday
From support, to the second level and even those guys in the office. A year well done.
We managed to get through grades issues and how to make a call all the way to what is the website?
You have conducted yourselves in a very professional way and made an unbearable job entertaining,
The quotes on the wall say a lot about who we are and what we do. And we do, do it well.
I have worked for some choice companies in the field of technical support and no one ever told my team or me how much they are appreciated. Thank you.
We have broken performance records taking many more calls than ever, handling cases in numbers so high one weeks worth this year matched some months in the past.
We have Grown as a department and as a company going from 23 people (when I started) to 62 of the best and brightest staff one could imagine.
So if it is Christmas, Hanukiah, Kwanzaa or the Kings Birthday.
Happy Holiday
Friday, December 19, 2008
In Memorium
It is a sad day in all of Geekdom and SciFi land. Warp Speed! Mrs. Roddenberry
NEW YORK (AP) -- Majel Barrett Roddenberry, the widow of "Star Trek" creator Gene Roddenberry, has died. She was 76. Roddenberry, an actress who appeared in numerous "Star Trek" TV shows and movies, died Thursday of leukemia at her home in Bel-Air, Calif., her representative said.
At Roddenberry's side were family friends and her only son, Eugene Roddenberry Jr. Gene Roddenberry died in 1991.
Her romance with Roddenberry earned her the title "The First Lady of Star Trek." A fixture in the "Star Trek" franchise, her roles included Nurse Christine Chapel in the original "Star Trek," Lwaxana Troi in "Star Trek: The Next Generation" and the voice of the USS Enterprise computer in almost every spin-off of the 1966 cult series. She recently reprised the voice role in the upcoming "Star Trek" film directed by J.J. Abrams.
NEW YORK (AP) -- Majel Barrett Roddenberry, the widow of "Star Trek" creator Gene Roddenberry, has died. She was 76. Roddenberry, an actress who appeared in numerous "Star Trek" TV shows and movies, died Thursday of leukemia at her home in Bel-Air, Calif., her representative said.
At Roddenberry's side were family friends and her only son, Eugene Roddenberry Jr. Gene Roddenberry died in 1991.
Her romance with Roddenberry earned her the title "The First Lady of Star Trek." A fixture in the "Star Trek" franchise, her roles included Nurse Christine Chapel in the original "Star Trek," Lwaxana Troi in "Star Trek: The Next Generation" and the voice of the USS Enterprise computer in almost every spin-off of the 1966 cult series. She recently reprised the voice role in the upcoming "Star Trek" film directed by J.J. Abrams.
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