Friday, April 13, 2012
Raspberry Pi computers
I cant wait to get my hands on some. This tiny little computer will be great for so many projects. The possibilities and fun are endless. As things get smaller we can incorporate computers into more things. We can take large out of date electronics and insert these to get them up to date and with in a reasonable size. There are limitations to the operating systems that can be used or the drivers or accessories that can be used. And there is a barrier to entry on the level of geek it takes to appreciate and understand or figure it out. But in the hands of the right people I see so much good down the line.
Monday, April 9, 2012
Respect
In every profession you have “that guy”. Do not let that person let you think we are all like that. I am here to help you. I am here to provide knowledge and a different perspective to your meeting. I don’t tell you how to be an accountant. But I will tell you what can and can not be accomplished with our technology and limitations. We are geeks, we want the latest and greatest in tech and make amazing things happen. We are not trying to make your job harder. Limitations are set by regulation or management or budget. If there was something that would make your job easier and make you a better accountant or admin type we would be glad to make it happen for you. We dont know everything but this is our job. Just like you had to go to school for your occupation and that is what you focus on, the same applies for us.
But what really makes us go crazy is that you think we don't want to help you. No we cant wave a want over it and say "hocus pocus" and everything will be better. Technology fails sometimes. Yes it sucks that you clicked through the error message and it takes us longer to figure it out because we don't know what the computer said was wrong. Yes we have to Google stuff, random things that when we do one thing one time does not work this time and we need more info. Sometimes we dont have the parts or we can not save your hard drive. It frustrates us just as much as it frustrates you that the problem wont re-create itself when we get there. We do believe you have a problem but machines can just be a temperamental beast.
Just don't question my Skills, Integrity, and Qualifications. I don't know what it takes to do your job, and you don't know what it takes to get mine. Both were hard to do in different ways. I could not do your job and you could not do mine. Have people scammed the system and got a certification with out having the proper prerequisites? Of course. In my job and yours. Was that other IT a jerk? Yeah so was that other HR person we helped yesterday. Do not mock what you don't know. Do not blame if you don't know why. We need to work together to get it done. There is no us against them mentality. Just take things in perspective because it is not you we are picking on. The rules apply to everyone, the crashes happen to everyone, and if we cant fix it we are truly sorry.
Your IT guys never get any love. Maybe you do not either, but it is always easy to blame the ITs in the heavy technology corporate environment. Don't take the easy way out and blame IT maybe a look at the big picture will put things in perspective.
But what really makes us go crazy is that you think we don't want to help you. No we cant wave a want over it and say "hocus pocus" and everything will be better. Technology fails sometimes. Yes it sucks that you clicked through the error message and it takes us longer to figure it out because we don't know what the computer said was wrong. Yes we have to Google stuff, random things that when we do one thing one time does not work this time and we need more info. Sometimes we dont have the parts or we can not save your hard drive. It frustrates us just as much as it frustrates you that the problem wont re-create itself when we get there. We do believe you have a problem but machines can just be a temperamental beast.
Just don't question my Skills, Integrity, and Qualifications. I don't know what it takes to do your job, and you don't know what it takes to get mine. Both were hard to do in different ways. I could not do your job and you could not do mine. Have people scammed the system and got a certification with out having the proper prerequisites? Of course. In my job and yours. Was that other IT a jerk? Yeah so was that other HR person we helped yesterday. Do not mock what you don't know. Do not blame if you don't know why. We need to work together to get it done. There is no us against them mentality. Just take things in perspective because it is not you we are picking on. The rules apply to everyone, the crashes happen to everyone, and if we cant fix it we are truly sorry.
Your IT guys never get any love. Maybe you do not either, but it is always easy to blame the ITs in the heavy technology corporate environment. Don't take the easy way out and blame IT maybe a look at the big picture will put things in perspective.
Sunday, March 18, 2012
Random Ideas
I know that you went to a Conference today.
I know that you saw some speaker do an amazing thing with his presentation.
It is not cool to walk into the IT office and demand we figure this out based on your basic explanation.
Yes I use Power Point. But in the most basic of ways. I dont know how to integrate graphs and charts and stats and all that crazy stuff.
Its my job to unbreak it. To fix it if there is an error.
Yes its on the computer but thats not what I do.
If you want to do this why dont you do it. No, that would be too easy. Lets bother the IT guys with this.
Are there IT guys out there with these skills? Yes. Dont assume, demand, expect because it is computer related that we know how to do it.
I know that you saw some speaker do an amazing thing with his presentation.
It is not cool to walk into the IT office and demand we figure this out based on your basic explanation.
Yes I use Power Point. But in the most basic of ways. I dont know how to integrate graphs and charts and stats and all that crazy stuff.
Its my job to unbreak it. To fix it if there is an error.
Yes its on the computer but thats not what I do.
If you want to do this why dont you do it. No, that would be too easy. Lets bother the IT guys with this.
Are there IT guys out there with these skills? Yes. Dont assume, demand, expect because it is computer related that we know how to do it.
Video Blog
Ok still working out the logistics of the video stuff. Till then I will be posting written stories.
Been a While
I have decided to start making videos and posting them here. I think I can get my point across even better.
Wednesday, September 28, 2011
More Training
So we had some of our newer guys covering most of the helpdesk responsibilities one week. They had to ask lots of questions and looked lost most of the time. It was not a total train wreck but it was not pretty.
When you have been on a helpdesk long enough you know that you just cant teach it all. We have a general training program that is at its best just a refresher on some networking and system administration.
We put our techs right in the middle of things. Getting right in there and going hands on has been successful for us. They answer the phones, or shadow on tickets, sit down and drive the keyboard in the Server with proper supervision. Our training documentation is about 80 pages of things to learn. If I were to even attempt to try and fill pages and pages with everything we have ever done or will do then this training book would make war and peace look like a Dr. Seuss book.
There are too many possibilities There are too many things that were just magic. They either stopped working just cause or started working because moon beams bounced off moon gas from Mars and hit the monitor and just started working again. So for you to ask me to make a training program that takes everything a helpdesk tech should know is...well....just ridiculous. Thank you for making my brain hurt. Thank you for asking me if the guys who can barely stand the helpdesk could write the training if I was busy.
Many things can be taught in a class. Lots of things are great in principle. But there is no replacement for great on the job training. Putting your hands on the computer and looking for problems. Clicking through Outlook to find why things are not working. And all of this is backed up by having senior tech helping and being shadowed on various things. And then when I try to explain this you will not listen. You know better. Of course you do. People in charge always know everything. I mean you obviously get paid more because your better at it then me.
We put our techs right in the middle of things. Getting right in there and going hands on has been successful for us. They answer the phones, or shadow on tickets, sit down and drive the keyboard in the Server with proper supervision. Our training documentation is about 80 pages of things to learn. If I were to even attempt to try and fill pages and pages with everything we have ever done or will do then this training book would make war and peace look like a Dr. Seuss book.
There are too many possibilities There are too many things that were just magic. They either stopped working just cause or started working because moon beams bounced off moon gas from Mars and hit the monitor and just started working again. So for you to ask me to make a training program that takes everything a helpdesk tech should know is...well....just ridiculous. Thank you for making my brain hurt. Thank you for asking me if the guys who can barely stand the helpdesk could write the training if I was busy.
Many things can be taught in a class. Lots of things are great in principle. But there is no replacement for great on the job training. Putting your hands on the computer and looking for problems. Clicking through Outlook to find why things are not working. And all of this is backed up by having senior tech helping and being shadowed on various things. And then when I try to explain this you will not listen. You know better. Of course you do. People in charge always know everything. I mean you obviously get paid more because your better at it then me.
Friday, August 19, 2011
IT #1
Ok so Im sitting at the main Help Desk and a phone call comes in.
Help Desk How can I help you.
Yes, I am having problems with my screen.
Ok Ma’am, what exactly is the issue.
Well nothing is showing on the screen.
Ok is the blue light on in the bottom right of the screen.
No.
Ok are the cables plugged into the back of the screen.
Yes they are.
Ok now are those cables still plugged into the power and the back of the computer.
Yes they are.
Ok are they pushed all the way in. They can come loose sometimes. So they will look like they are in but its not seated just enough to cause you problems.
No they are good I checked.
Ok Ma’am I will be up shortly to assist you.
So I arrive to her office. Her desk looks like WW3 has happened. Paper is everywhere and nick naks are all over. I approach the screen and press the power button. Nothing happens. I start trying to reach over the disaster zone. Im knocking things over to reach behind and feel for the cables. Well I was not surprised but there it was in my hand. The plug in the back was completely out of the monitor. Well, should I be surprised? No. People are actually that lazy and are actually just bold face liars. So what? Did she think I was not going to notice. None of her things were disturbed and it was a chore to get to the back of the monitor. So wow. Thank you. Because your so lazy or think so highly of yourself that you think its below you to check a cable. You are a truly horrible person. You made the Help Desk go up a few floors and all the way to the other end of the building because you lied. Because you are lazy. I am payed to help but not completely do anything. Thats why you call on the phone to see if we can resolve things quickly or we need to step it up with local service or some server side trouble shooting. Please do not abuse your IT Guys. We are people too. You do paperwork and crunch numbers. Your job can be and will be replaced by a computer in the future. We know how to run and fix those computers. You will be flipping burgers and we will still be successfully employed. Not asking for a lot. Just a little respect. It goes both ways. We did not yell at you or call you names when I fixed that cable. I did not roll my eyes or get smart with you. I provided proper customer support and curtsey. Please extend us some.
Help Desk How can I help you.
Yes, I am having problems with my screen.
Ok Ma’am, what exactly is the issue.
Well nothing is showing on the screen.
Ok is the blue light on in the bottom right of the screen.
No.
Ok are the cables plugged into the back of the screen.
Yes they are.
Ok now are those cables still plugged into the power and the back of the computer.
Yes they are.
Ok are they pushed all the way in. They can come loose sometimes. So they will look like they are in but its not seated just enough to cause you problems.
No they are good I checked.
Ok Ma’am I will be up shortly to assist you.
So I arrive to her office. Her desk looks like WW3 has happened. Paper is everywhere and nick naks are all over. I approach the screen and press the power button. Nothing happens. I start trying to reach over the disaster zone. Im knocking things over to reach behind and feel for the cables. Well I was not surprised but there it was in my hand. The plug in the back was completely out of the monitor. Well, should I be surprised? No. People are actually that lazy and are actually just bold face liars. So what? Did she think I was not going to notice. None of her things were disturbed and it was a chore to get to the back of the monitor. So wow. Thank you. Because your so lazy or think so highly of yourself that you think its below you to check a cable. You are a truly horrible person. You made the Help Desk go up a few floors and all the way to the other end of the building because you lied. Because you are lazy. I am payed to help but not completely do anything. Thats why you call on the phone to see if we can resolve things quickly or we need to step it up with local service or some server side trouble shooting. Please do not abuse your IT Guys. We are people too. You do paperwork and crunch numbers. Your job can be and will be replaced by a computer in the future. We know how to run and fix those computers. You will be flipping burgers and we will still be successfully employed. Not asking for a lot. Just a little respect. It goes both ways. We did not yell at you or call you names when I fixed that cable. I did not roll my eyes or get smart with you. I provided proper customer support and curtsey. Please extend us some.
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