Carl T. Holscher fights for the customers.

Tag: Tech Support Page 1 of 4

Beige monitor displaying Windows 95 on a wooden desk.

Work and Loyalty

I am an Elder Millennial, born in 1981, and was raised by Baby Boomers. I was raised to value loyalty and putting in work for an employer and being rewarded for it. I learned the value of working my way up through an organization and proving myself to the company. I was taught my loyalty and hard work would be rewarded.

When I graduated high school in 2000, it was immediately off the college. College would give me the tools I needed to get a good job and to be able to provide for myself and my family. I would have a degree, the key to freedom and financial success. I went to college and dutifully got a Bachelors of Science (in Communications, specially Creative Advertising).

I was lucky and privileged enough to leave school without student load debt. Something the same degree today would absolutely not allow me to do. It’s not even worth comparing what an undergraduate degree costs to an in-state resident in Virginia anymore. (Hint: It’s tripled!)

I had that all-important slip of paper that would spell success as an adult. I graduated in 2004, the economy wasn’t great. (When has it ever been?)

Finding work in a creative field, like Advertising, was a pipe dream. So I fell into IT works. I took a job where I spent the next 12 months replacing computers with newer computers. I spent my days in a basement next to a steak house smelling grilled beef and loading Windows XP on to Dell computers for the Virginia Department of Environmental Quality.

This was always going to be a temporary job, even with the slight prospect of being hired full-time. Eventually, this contract ended and I was back out on the market looking for more work. Little did I know I had chosen my career path not out of some carefully thought out plan.

I needed work, I was good with computers and enjoyed working on and with them. I needed to pay rent and buy gas and food.

That’s how I chose my career path. Not out of some well-thought-out plan or meetings with advisors or guidance counselors. I needed money to live and I had time and skill I could trade for money. That is all there was to it. Trade time and effort for money.

Real, Adult Jobs

As I got “real, adult jobs” I thought the name of my employers would mean… something. Little did I know that chosen career path in IT meant never really working for the company where I spent 40 hours per week. No, I worked for some other entity. Sometimes nameless and faceless, other times more real, but just still largely anonymous. I thought the names of places where I worked would carry weight. I was excited when I was working at/for Honeywell, GE Lighting and Industrial, Wachovia, and City of Richmond government and later the National Institutes of Health (NIH), Department of Labor (DOL), Food and Drug Administration (FDA) and The Atlantic Media Company (home to The Atlantic magazine.) Despite meeting some very interesting people, the names on my resume never mattered for my next role.

Where I worked and who I worked for were two different question. I learned slowly that working for people who never saw you, and unless you did something bad enough to get yourself fired, were never going to know your work. It didn’t matter if you came in and won employee of the week 52 straight weeks, or if you showed up, did barely enough to get by, and do it all again tomorrow.

None of it mattered. Don’t even mention performance reviews or exit interviews. Those were largely tales I was told growing up. I was here one day and gone the next, no exit interviews. For performance, I was expected to. Whether I did or not… well, if I wanted to avoid getting chastised from afar, I should continue to perform. But there was no benefit for good performance, only avoiding poor performance.

The illusion I held in my head about loyalty and working to impress those above me no longer had a place in the world. It took me a long time to learn that lesson. It’s one I wish I had learned sooner.

Loyalty is Dead.

I changed jobs about every 3 years. That has been the amount of time where I feel like I’ve learned absolutely everything I could in a position that was never going to change. The nature of contract IT work is you’re hired to fulfill a certain task. Placed into a box to perform the same set of tasks over and over and over until the end of time. You can only reset a password, troubleshoot Microsoft Office, or remove malware or a virus from a computer so many times before you lose your mind.

So I changed jobs. That’s how I got my raises. I was never going to get one staying where I was. Even if I wanted to be loyal and work hard, there was no reason to continue to do so where I was. The only way to get ahead is to change jobs. Work somewhere else and ask for more money than the last time.

I went looking to compare and despair at the cost of college and when I graduated Virginia Commonwealth University in 2004. According to page 11 of July 2004 State Council of Higher Education for Virginia’s report on Tuition and Fees at Virginia’s State-Supported Colleges & Universities, tuition and mandatory fees in 2004, the year I graduated, were $5,138. According to page 12 of the 2021-2022 version of the this same report, that same cost is now $15,028. This cost is for Full-Time In-State Undergraduate Tuition and All Mandatory Fees.

When I graduated in 2004, I was barely making enough money to live. I don’t think with the costs of the same education is now three times more valuable today to command that price tag. This doesn’t count finding a place to live, food, and expenses of living, all of which have also risen substantially.

The AAA’s survey of gas prices hit a new record of $1.753 a gallon on Tuesday

Gas prices hit another record high – Mar. 30, 2004

Record gas prices of $1.75… As of this writing, they’re hovering right around $3.00 a gallon in Maryland.

People are graduating college today with mountains of debt before they even start out in the world. They’re entering world having paid three times what it cost my for the same four-year degree.

What advice would I give someone entering the working world today?

I don’t know if I would have any advice worth listening to. I don’t have kids. I am married and we have two incomes. Just as I learned the lessons of working in a world that no longer existed, the world I entered work in no longer exists. The cost of college today is astronomical compared to when I graduated for the same degree.

Be a problem solver

It drives me nuts when people at work, who should know better, report problems without an ounce of troubleshooting, or even basic questioning.

What did you try? Anything at all?

Is the server down? Likely not… did you make an attempt to ping it?

You have access to The Cloud.

I’m not asking you to pour over log files but if you’re not able to access the domain name and you can login to the cloud where this server lives… can you connect to it through the console on the web page?

What about error messages? Do you see anything that might lead you to a solution?

“EC2 can’t…” is a pretty good starting point. I don’t need you to understand what it can’t do or why it can’t do it. But some times the answer is in the error message.

If your error message says “Server cant do Thing because of Reason then ask then report that and let the people who can make the Server do the Thing work on it. Because they may be aware of the Reason.

But reporting an error and then floundering is unacceptable for someone in a technical role.

Maintain your systems or become front page news

The outage on Wednesday morning affected the agency’s antiquated Notice to Air Missions system, known as NOTAM. The 30-year-old system provides advance warnings to pilots and flight crews about hazards such as inclement weather and runway closures.

A Contractor With A Corrupt Software File Brought U.S. Air Travel To A Halt, Per Reports

“The outage on Wednesday morning affected the agency’s antiquated…”

Maintaining IT systems isn’t sexy. It’s not exciting work that’s going to get you promoted or a huge raise. It’s thankless work to keep your business moving.

To make sure that everyday the systems you rely on continue to function. It’s rarely a job you will get noticed for…

Until something goes wrong. Then it’s all your fault.

Systems need to be updated. They need to be modernized and brought into the present. This is going to continue happening. Southwest. FFA. Who will be the next to fall because of decades of neglected maintenance to core systems?

Did you try turning it off and on again?

Today has been a good lesson in complexity. I self-host a number of things. I really enjoy the ability to have things running at home I can play with and not pay a monthly fee to sit idle as I lose time or interest in that particular item.

But tonight, I was reminded how irritating it can be. We had a series of severe thunderstorms and lost power for a moment. And I mean the blink of an eye. My NAS and desktop computer rebooted. The laptops (obviously were ok) but not even the monitors flickered nor did the router notice anything.

But it was enough to knock the NAS and Proxmox server out of whack. I tried to pull up something to listen to on Plex and it dutifully told me there was no media. As it lives on the NAS and the multimedia NFS share was currently unavailable.

So I rebooted the NAS and the proxmox host since I didn’t feel like getting into a troubleshooting session tonight. And that didn’t work.

So I went looking for how to simply reconnect the NFS share I was sure was available from the NAS. And… got lost in a hole of promox forums and people talking around each other’s questions.

I got as far as being able to see which shares the proxmox server knew about, but not how to actually get them reconnected. This is something I would still like to know. I’m sure there’s a pvesm incantation I can chant to make it all work. But I’ve not been able to find it.

Eventually after the third (fourth?) reboot, all was well and my multimedia, backup and other shares are back online and all is well in the world But it’s still an irritating diversion and reminder that I don’t know as much as I think I do. I know just enough to be dangerous and then run to the hive mind when there’s trouble. 

Photo of woman with a pen and paper notebook

Text Travels

Exepundit write a short post today that really struck me. In Some Helpful Cautions he writes,

“Would the person who sent you that e-mail be completely comfortable if you forwarded it to another person?”

I never assume my email is private. I never assume the recipient of my email is the only person who will see it. Let me tell you a story about working in tech support. There are no secrets.

When you’re supporting customers, you generate a lot of text. You send email. You type instant messages. You update tickets. Your words are everywhere. Those words end up in the most unlikely of places.

Text Travels

When you update a ticket, that ticket could be seen my management, either yours or the customer’s management. Is this how you want to come across to management?

Ticket notes can be sent to customers. Did you write anything in the notes you wouldn’t want the customer to see? I’ve had help desk reps or other technicians send the entire ticket, with all notes and history to a customer or to another team without my knowledge. I have never been burned by this because I never make notes that disparage the customer or lie.

Truth

Never lie in ticket. Don’t say you did something when you didn’t. Don’t say you updated the customer if you did not. Don’t say you installed a program if you didn’t. Don’t say you called someone and left a voicemail if you never dialed their number.

Your lies will come back to haunt you. You’re doing a disservice to your customer and yourself. So don’t lie. Tell the truth about what you did, what you didn’t do and most importantly, what worked to resolve the issue.

Help Future You

Future you needs the help of Past You to be successful. I’ve fixed thousands of problems over the years. I’ve assisted other people with fixes and workarounds for their problems. Some took minutes and others took hours, days or weeks.

Always write what you did! Future You will thank you. I’ve gone back to old tickets many times to find “issue was resolved. Closing ticket.”

“Update fixed problem.”

Worked with _____ team to resolve issue.

WHAT DID YOU DO?

How does that help you or anyone? You’ll see this issue again. I guarantee when you fix an obscure issue you’ve never seen before, it will come up again!

Help yourself. Help your team. Help you 6 months from now when you remember fixing the issue, but have no idea what you did. Leave yourself a trail to follow.

List what you did. Specifically. Leave ticket notes behind that anyone could follow. Because in 6 months, or a year, or even 6 weeks later you are that person.

There’s nothing worse than solving the same problem over and over and starting from scratch each time. Give yourself and your team a head start.

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