Dear Users... (A thread for Sysadmin, Technical Support, and Help Desk people)

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They've got me doing VoIP again. I don't mind the routineness of the job - it gets me off the phones for most of the day - but I am forced once again to wrangle Cisco Unified CM Administration again.
 
Sounds like it isn’t a company that has outsourced its CS. With those companies there is usually literally and honestly nowhere or no one they can escalate anything to.
Oddly they haven't really outsourced, they merely applied the same mistakes internally, with cost (and staff) cutting exacerbated by a cost-driven refusal to update internal IT systems (which won't work effectively over RAS) and an inability to cope with the boom in remote working.
If there is a mistake to be made Eir(com) will make it. And then double down.

A call that should be dealt wit in a minute or so stretches to twenty because the poor bastard on the line is literally waiting minutes for the systems to provide the needed information, or accept changes, over RAS. It's painful to listen to.

That said the sheer incompetence that managed to:
1. Cancel the customer's contract (leaving him without service) before the appropriate date and without the new one being in place.
2. Fail to process the new contract properly.
3. Fail to comprehend what was happening.
4. Fail to process the second new contract.
5. Fail to comprehend what was happening.
really needs to be dealt with by mass firings of managers. From a cannon.

I consider that extracting (around) €1,750 in bill concessions and €2,750 in new toys as a mild punishment for their stupidity.
 
Back in my day most of the developers reckoned that their responsibility ended as soon as the code compiled. Let the users see if it did what was expected.
Ah the memories of my brief time working for Microsoft as a developer (remember "Windows NT5"?).
Followed by the memories of suing them.
 
I'm more patient. But not always compliant.

As they go through their scripted actions they want me to do, I (a) sip coffee, (b) browse this forum, (c) a little Solitaire, (d) catch up on news, etc. Meanwhile, keep saying "Yep, done", "OK, done", "Nope, nothing" in response to their instructions and requests for details. Because I have already done all these tests and checks before I even picked up the phone to call because I am an L2 and L3 tech for my own company. Until they get to the part where they say "Looks like I will have to forward this on to our L2 support", and then I ask for a job number, the L2's name and their contact details. Which is what I wanted and asked for in the first place.

Hey, it passes the time.
A reasonable policy, though for my own IT needs I can generally access L2/L3 directly. This however was a favour for a friend that should have been done in twenty minutes so I wasn't feeling patient. Also he ran out of coffee cake.
 
So. As a public servant, I am required to submit a Performance Plan and have an interview with management every six months to monitor and provide feedback. In past jobs, I have found this to be super stressful and anxiety-inducing, especially since in one job I had a problem with my supervisor which was eventually taken to arbitration, and performance monitoring interviews made up a big part of that. I don't know if anyone remembers me talking about Boss of Doom about five or six years ago, but that was it.

I just had my six-monthly interview - my first since I got my permanency - and...
...it was totally positive!!! They were extremely pleased with my performance in all areas and really encouraged me to branch out into areas that interest me (ie, training).

And I'm like :yahoo

Yeah, take that, impostor syndrome! Booya.
 
So. As a public servant, I am required to submit a Performance Plan and have an interview with management every six months to monitor and provide feedback. In past jobs, I have found this to be super stressful and anxiety-inducing, especially since in one job I had a problem with my supervisor which was eventually taken to arbitration, and performance monitoring interviews made up a big part of that. I don't know if anyone remembers me talking about Boss of Doom about five or six years ago, but that was it.

I just had my six-monthly interview - my first since I got my permanency - and...
...it was totally positive!!! They were extremely pleased with my performance in all areas and really encouraged me to branch out into areas that interest me (ie, training).

And I'm like :yahoo

Yeah, take that, impostor syndrome! Booya.
So whose job are you going to be given to do as well as the one you do now? Because they can then stay at home most of the week, and when you stress out and make mistakes, they can deflect the blame to you.

See, that's how the PS game is played: Never be in the same room as a decision, and always know who to blame.

ETA: :D
 
So. As a public servant, I am required to submit a Performance Plan and have an interview with management every six months to monitor and provide feedback. In past jobs, I have found this to be super stressful and anxiety-inducing, especially since in one job I had a problem with my supervisor which was eventually taken to arbitration, and performance monitoring interviews made up a big part of that. I don't know if anyone remembers me talking about Boss of Doom about five or six years ago, but that was it.

I just had my six-monthly interview - my first since I got my permanency - and...
...it was totally positive!!! They were extremely pleased with my performance in all areas and really encouraged me to branch out into areas that interest me (ie, training).

And I'm like :yahoo

Yeah, take that, impostor syndrome! Booya.

Maybe on the heels of a positive review, you should ask to not do VoIP. :)

ETA: Congrats! Perseverance in the face of user-borne adversity!
 
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Recently, ATT was having major cell tower problems in our area, which I wasn't aware of at first. All company-issued phones are from ATT. Plus, we're on the river, so there's probably not a lot of redundancy to pick up when one tower goes down.

One of the staff comes to see me, complaining that the Wifi is killing his cell service, and it started the day before. I begin by pointing out that the two systems use very different frequencies, so it's very unlikely Wifi is causing interference. I add that I hadn't made any changes to the wireless system in weeks, and the phones were working fine all that time.

"But right now I have no service and can't even text, so how come it works when I go to my car, but not here?" Most of the buildings are metal, plus my office is in the middle of a building notorious for killing cell signals. I'm with Verizon, which has much better coverage around here. I grab my phone and text my sister, who immediately responds. "If the Wifi was causing the problem, I shouldn't have been able to do that."

"I'm not trying to argue with you, but why does mine work everywhere else except here?" I go through a few more tests with him, including disconnecting the access point in my office, which of course does not result in his service coming back. Even after we run into another guy who says, "Cell problems? ATT is having trouble. Probably a tower is down," he continues to say, "I'm not trying to argue with you, but...." Finally, after checking ATT's site and confirming that the service is out in the area, he stops trying to argue with me. Though I don't think he accepted that it was not the wireless signal doing it. And he probably thinks I'm an ******* for arguing with him. :(
 
Recently, ATT was having major cell tower problems in our area, which I wasn't aware of at first. All company-issued phones are from ATT. Plus, we're on the river, so there's probably not a lot of redundancy to pick up when one tower goes down.

One of the staff comes to see me, complaining that the Wifi is killing his cell service, and it started the day before. I begin by pointing out that the two systems use very different frequencies, so it's very unlikely Wifi is causing interference. I add that I hadn't made any changes to the wireless system in weeks, and the phones were working fine all that time.

"But right now I have no service and can't even text, so how come it works when I go to my car, but not here?" Most of the buildings are metal, plus my office is in the middle of a building notorious for killing cell signals. I'm with Verizon, which has much better coverage around here. I grab my phone and text my sister, who immediately responds. "If the Wifi was causing the problem, I shouldn't have been able to do that."

"I'm not trying to argue with you, but why does mine work everywhere else except here?" I go through a few more tests with him, including disconnecting the access point in my office, which of course does not result in his service coming back. Even after we run into another guy who says, "Cell problems? ATT is having trouble. Probably a tower is down," he continues to say, "I'm not trying to argue with you, but...." Finally, after checking ATT's site and confirming that the service is out in the area, he stops trying to argue with me. Though I don't think he accepted that it was not the wireless signal doing it. And he probably thinks I'm an ******* for arguing with him. :(

Geez, if your wifi is taking out ATT in the whole area you need to stop arguing and find a solution. I'll check back on your progress after lunch. So, around 3ish.
 
Geez, if your wifi is taking out ATT in the whole area you need to stop arguing and find a solution. I'll check back on your progress after lunch. So, around 3ish.

Lunch today? It's nearly the weekend, do it Monday. Or Tuesday, Mondays are usually busy.
 
Geez, if your wifi is taking out ATT in the whole area you need to stop arguing and find a solution. I'll check back on your progress after lunch. So, around 3ish.

Well, they asked for full coverage, so the only thing I could think of was putting all those antennae on the roof! And what is this "lunch" thing you speak of?
 
Maybe on the heels of a positive review, you should ask to not do VoIP. :)
I'm actually not minding VoIP. I'm getting the hang of the routine stuff, so I can knock that out easily, and it has the occasional puzzler that I need to work out. It's cool. The tool sucks, but I've learned to drive it for the most part.
 
I'm actually not minding VoIP. I'm getting the hang of the routine stuff, so I can knock that out easily, and it has the occasional puzzler that I need to work out. It's cool. The tool sucks, but I've learned to drive it for the most part.

It's done, then. You have been assimilated! Welcome to the VoIP Collective!
 
I was relocated by IT Club house into a meeting room set up for a new team. My phone was never patched in and there is not enough cables to connect to all the phones in the room. Please have someone from desktop or networking to fix this ASAP. I have been without a phone or LAN connection since Monday.

Firstname Surname
Cyber Secuirty Consultant
...and you didn't tell us about this until Friday because..?
 
After much reading of this thread and TalesFromTechSupport [Reddit], I was ... inspired ... to write this.

Call IT!

If your computer isn't working, call IT!
If your network's not connecting, call IT!
----If it's plugged into a wall,
----Is electronical at all,
If your "On" light's on no longer, call IT!

Has your browser jumped the shark? Call IT!
Has your smartphone gone all dark? Call IT!
----If it's plugged into a wall,
----Is electronical at all,
If your phone's no longer phoning, call IT!

If you cannot keyboard well, call IT!
Or change a spreadsheet cell, call IT!
----If it's plugged into a wall,
----Is electronical at all,
If you cannot read instructions, call IT!

If you can't find the power buttons, call IT!
Or manage basic functions, call IT!
----If it's plugged into a wall,
----Is electronical at all,
Or are just computer helpless, call IT!

If your fax machine's not faxing, call IT!
If your TV's not receiving, call IT!
----If it's plugged into a wall,
----Is electronical at all ... !
... Or the power has gone out, call IT!
 
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