Once upon a time when your IT DIDN'T SUCK.
I've noticed in the last 2 decades a decline of technical support and a increase of empathy support.
Once upon a time I was called a "Service and Repair Electronics Technician" only after I had several years of hands on service and repair time under my belt.
Today that same title goes to script readers and call center people. Nothing against that, I still hold to date the best Quality Assurance scores in the history of Cox Communications averaging months over 100% without a single callback or complaint.
How did I do this? I masted the Feel, Felt, Found and hit my QA points before I when all Technical and got the job done. My average time for anything was 8 minutes. I controlled the pace of the call, I didn't allow end users to side track me or my process.
Then I worked at a few call centers for specific computer brands (not dell) and I found the same process worked, people were happier when the issue was resolved on the first call in under 10 minutes.
Today we hvae corporate processes running the service industry and non technical CIO's that feel that End Users should be called Customers even if you all work for the same company.
Once you place "Empathy" as your first rule and take customer serveys as to how you felt about the person that was helping you, you are not technical but all about customer service.
Let's see, I had my first computer science class in 1983. My first computer repair was in 1983 my first database backup and server reboot was in 1983 and today I still do the same things.
When I called Intel to report a server board bad they didn't say "Sorry about that" they said, "What is your address, we will overnight a new board to you."
When I called Microsoft USA they didn't ask me if I rebooted my computer they asked me my skill level and started working with me at that level.
When I hear Empathy and Customer Service scripts I now say, "Thank you for taking my call, I'll will will have a good day." and hang up. Why do I need to call the 1-800 Good Feelings line when I want my device up and running.
Online you'll find thousands of people willing to share their "How To's" and I suggest you start learning to Google or Bing these people. Don't ask them to fix your equipment, do it yourself.
I can say, out of my many visitors most leave with the thought, "I could have done that." and that is just what I want.
Want to feel good? Here you go...
"Sorry to hear that, let's start off by getting your account information."
Feel better now?
Because I no longer offer "Customer Service" that over the last 20 years has been replacing "Technical Service" I'll be offering Email Technical Training to fix your own electronic issues.
Most people I know are the "Go To" people at work because they attempt to learn what's going on and don't need to waste 20 minutes on the phone with someone in Customer Service that is learning to be a Technician. It's too late the second a non-technical person answers the phone. For many of you it just means wasted time.
What's in My Resume.
When I updated my resume I took out what so many recruiters suggested that I put in.
I found it was their idea so they could eat off my plate from my experience. In other words they downgraded my resume to fit the position they had to fill. That really makes for a bitter relationship.
With that said, I'll be using my XtremeComputer.Com site as my Computer Resume and my other sites like MySmallCloud.Com for Mobile Device Networking and Servers and my TruckAndTools.Com site for all the other skills we once needed to be called "Field Technicians."
You didn't think that data center was built by a Nerd or Geek did you?
It was built by a Technical Techie with a Concrete saw, hammer drill and a second programming language.
I feel today many businesses are missing out when they have to hire or contract out so many smaller services that once were part of our 80's and 90's IT lives.
Today you need people that can say "I'll get to it" instead of saying "We have to find a contractor and contact that out."
I tell many millenniums, "If you can't do the job you best get a good paying job so you can afford to pay others to do what you can't do."
I'll translate this a bit. Why hire someone that is going to hire someone else to do what should be done by the local person. I believe it's the purchasing departments job to spend money and employees to earn you money. When did IT become a debt to your company?
Let the Good Times Roll!
Special communications signals collection to exploit every phase of communications in both signals and digital network systems.
The collection, analysis and electronic warfare that was provided by using a mixture of field expedient, commercially acquired and custom configured and built equipment.
Electronic signals and digital tracing for search and discover missions, logging and recording of all intercept and the classification of the type of discovery.
Electronic warfare operations encompassing all three subsets of electronic support, electronic protect and electronic attack.
My resumes first job description comes from my training while in the military service.
I found that I was good at what I do so I focused on Servers and Data and keeping things as private as I can.
I also learned from my resume and by watching others you are never the best even if you think you are.
With that said, I'm going to create a category based on my first resumes experience to offer support to IT security teams on what it takes to do your job. This is not an endorsement to defend or attack, this is only the logging and what to focus your intercept on.
Have fun with your logs!