Showing posts with label talesfromtechsupport. Show all posts
Showing posts with label talesfromtechsupport. Show all posts

Tuesday, September 26, 2017

Naval Lint: Radio Woes talesfromtechsupport

Alright, it's been five years (and a new Reddit account, since my old one got hijacked) so, in honor of the recent surge of aviation maintenance tales, I'm reposting some of my old ones...

My maritime patrol squadron is on a winter deployment to (very) northern Japan and the snow is getting deep. It's so deep that the clunker-car my buddy bought for the six months were stuck there got totaled by the snow-plow clearing the parking lot, because the lot was otherwise completely empty and the car just looked like a snow drift.

The snow is piled up so high against the outside walls of the hangar that we don't even need a refrigerator in the AT (Avionics Technician) shop... we just slide the window up and carve out holes in the wall of snow pressed against the side of the building to hold our drinks and snacks.

All that ice and snow presents a problem when you are required to maintain a "ready aircraft" that's kept prepared for an emergency launch order at any time. De-icing takes time, as does warming up a frozen plane's systems. The only solution is to keep the ready aircraft inside a closed-up, heated hangar and do the daily pre-flight inspection to make sure everything works properly right there indoors.

Now, this is happening back in the mid '90s before GPS became all the rage and everyone was accustomed to using it. In fact, the aircraft being checked out that day was one of our squadron's first equipped with a GPS receiver and the navigators weren't all comfortable with it just yet.

The ATs are sitting in our shop waiting for the next summons when the bitch-box intercom crackles and we're told to get over to Hangar Two because the ready aircraft has got problems. Upon arrival, we're informed that the aircrew can't get the new GPS system to work.

Navigator: "The GPS isn't picking up any satellites."

Me: "Sir, where is the plane's GPS antenna located?"

Navigator: "It's right up there on top of the fuselage." (He points up.)

Me: "What's above that?"

Navigator: "The satelli... Oh, the roof."

Me: "The metal roof. On a metal building, with closed metal doors."

Navigator: "That must be the problem."

Me: "I think you're right, sir. Is there anything else, before we go back to our shop?"

Navigator: "No, I guess that's all for now."

As we're walking through the ever-deepening snow back to our shop in Hangar One, I mention to the other tech how we're lucky he remembered the plane was inside before attempting to test his communication radios. Now, the VHF and UHF transmitters aren't very strong and probably nothing bad would happen if he did fire them up in there, but the HF system is intended to let the crew talk to people on shore when the plane is a thousand miles out to sea. It's so powerful that transmitting with it inside a hangar will cause the overhead lights to flicker and can even explode the bulbs.

A couple of weeks go by and one day we hear the familiar crackle of the intercom followed by the dreaded call... "Sweepers, sweepers, man your brooms. It's raining glass in Hangar Two."



Submitted September 26, 2017 at 09:42PM by Hokulewa http://ift.tt/2hvu3lA talesfromtechsupport

Saturday, July 29, 2017

The Vendor Saga, Part 4: The Revelation talesfromtechsupport

Last episode, we realized that we were being sold something that was not what we thought it was. After that shocking realization, we sat down to figure out exactly what it was that we did buy...


More weeks had passed. Our original "Launch" date was a distant memory from months ago, and we hadn't even bothered to set a new one yet. There were simply too many outstanding issues. Our list of 20 critical issues had grown to over 40, shrunk back to 20, and gradually started to grow again as we desperately tried everything to whip this monstrosity into shape for launch. Even as we agonizingly scraped our way past each problem, however, me, $Boss, $BigBoss, and our coworkers started asking questions--hard questions.

We didn't get any answers.

The people who had proposed the project originally were afraid of cancelling it. They'd stuck their necks out to get us a product that looked like a really good piece of software at the time. People who pushed so hard for failed projects tended to disappear from their jobs sooner or later around here, often not under their own terms. They just couldn't back down now. This project had to be a success.

Finally, one day, we got confirmation of our worst fears. We had been on a conference call for 2 hours with $VFH4 (another episode, another new account rep) and a higher-up executive from $VFH (let's call him $HUE; he was a regular in calls these days), and everyone was tired. Tired of the project, tired of each other, tired of staring down uncooperative software, tired of listening to all the background noise inherent to a 15-person conference call. $Boss hadn't had much to say during this particular meeting, so she'd muted the receiver on her phone so she could type some emails without disturbing the conference, while still listening in.

This paid unexpected dividends in our "search for what's going wrong" after the conference ended. Everyone disconnected except $VFH4 and $CST--and unknown to them, $Boss, who was still on mute, busy typing an email. She didn't even realize the conference was over until $VFH4 and $HUE started talking shop with each other.

$VFH4: "Man, we need to tell the Cloud Services Team to get their act together. This is ridiculous, every one of these remaining issues has been on their list for the better part of a month. Why can't we get these problems solved?"

$HUE: "Well, it's a new version of the product. We just moved the product to the cloud, after all--you have to expect a few bumps in the road here and there. Do your best, and I'll make sure the Cloud Services Team stays on task and gets these people taken care of. They're our top priority until they launch; we have to have a win here at the start if we're going to get everyone moved over to the cloud version!"

$Boss, internally: Well, it nice of their executives to say that we're their top priority! Maybe we'll finally be able to move-

She froze.

$Boss, internally: Wait. Wait a minute. Did... did $HUE just say that they just moved their product to the cloud, and that we're basically their first client to run on the cloud software?

$VFH had hundreds of clients, but by sheer happenstance we bought the product exactly as they were about to start promoting the cloud version of it.

At this point, very little surprised us anymore when it came to $VFH; if their software had suddenly grown long ears and begun jumping rapidly back and forth across the screen while saying "Eh, what's up Doc?" and eating a healthy diet of carrots directly out of the user's refrigerator, it would probably have been simply noted down as a bug and included in the next conference call. Not a critical bug, mind you. The remaining bugs were far more debilitating and considerably less amusing. Exhaustion had set in, both we and $VFH were all just doing out best to get this... thing... out the door, regardless of what it was.

That being said, the next time I saw $Boss a day or two later she looked like she could have been knocked over by a stiff breeze.

$Me: "What's up, $Boss? You look like you've seen a ghost!"

$Boss: "I just learned everything. All of the gory details. I talked to $BigBoss about what I overheard. We've been asking around their other clients for more details, and we finally got enough information to call $VFH on their nonsense. You'll... want to sit down for this."

For being spread across 3 rooms on 2 floors, my coworkers have an uncanny ability to show up downstairs in our breakroom when revelations are about to be made. I'm pretty sure it's some form of collective superpower.


To start from the beginning of the saga:

$VFH had sold us a copy of their very successful, highly-reviewed product. Their salespeople had done their jobs accurately and successfully, so far as they knew. However, when their implementation team started looking at our timeline for setting up their software, they rapidly realized that we bought it less than a year before they were planning to move everyone over to the cloud-based version of the $VFH product, which they hadn't yet launched anyone on yet.

They didn't have the time or manpower to train and launch us on the old version for their normal 26 weeks (13 per admissions team), while simultaneously finishing up and launching their new product, and then retrain us for another 26 weeks on the new product, which was quite different and had a radically different setup process. By the time they finished all of that, they would be very nearly up against the cutover date for their new cloud product. Plus, they'd already sold us a product with the assurance that it would be done along a specific timeline.

Cue a panicked scramble on the part of their leadership. They eventually decided that their best course of action was to say nothing and work really, really hard to get their software done, and hope that everything went smoothly.

As you may have guessed by now, things did not go smoothly.

The training duration was just standard procedure for them, but they decided to use the time to finish development of their product as quickly as possible. They had one other client that had purchased their software a month before we did, and seemed to be getting along acceptably. They gave us the contact information for this client to ask for any possible help and guidelines based on how they had the software set up.

As it turns out, this client was... dissatisfied, to say the least. They were being bombarded with problems; they just had no choice but to move forward on an even more aggressive timetable than we had. They'd encountered the same slowness issue that we did, they were using custom-developed parts on their public website to work around the same host of shortcomings on $VFH's software that we found, and their advice was basically to do as little as possible on the $VFH cloud software and as much as possible on a system that actually worked.

Our original launch date was in mid-spring. It's now getting towards the end of summer, and there's no launch in sight. The critical issues list remains at least 20 items long, and the pain shows no sign of ending any time soon.


We've pretty much caught up to the end of July, so that's where this story will have to come to a conclusion--for now. I've left out plenty of utterly nonsensical, frustrating, and otherwise rage-inducing details, which I'll probably post as individual stories here and there as a continuation of this series. However, as we left it in our last meeting, we're looking at getting $VFH to compensate us for lost time, at the very least.

One of our admissions teams is up against a hard deadline--if they don't launch $VFH's software next week, they won't have another window to launch until September. The other appears to be progressing more smoothly, but is also encountering many of the same bugs. They're also being led by a manager that's less aware of tech issues in general, and are likely to not see potential oncoming trainwrecks. Both of our admissions teams have a hard deadline of late November. If it doesn't launch by then, we have to renew our contract with our old vendor to avoid service interruption, and the whole deal's off--we certainly can't afford to pay both of them and only use one.

So here ends this thread of the sordid tale. I've omitted a ton of detail, and believe me there was plenty more mistakes on everyone's parts (including my own). During the most intense part of this project I spent at most a quarter of my work week on it, but it's contributed by far the most to my stress levels. All this from a project I didn't even know was going to exist prior to January.



Submitted July 30, 2017 at 07:14AM by Strycken1 http://ift.tt/2vaC8Rx talesfromtechsupport

Friday, July 28, 2017

The Vendor Saga, Part 4 (The Revelation Wherein All Shall Be Explained) talesfromtechsupport

Last episode, we realized that we were being sold something that was not what we thought it was. After that shocking realization, we sat down to figure out exactly what it was that we did buy...


More weeks had passed. Our original "Launch" date was a distant memory from months ago, and we hadn't even bothered to set a new one yet. There were simply too many outstanding issues. Our list of 20 critical issues had grown to over 40, shrunk back to 20, and gradually started to grow again as we desperately tried everything to whip this monstrosity into shape for launch. Even as we agonizingly scraped our way past each problem, however, me, $Boss, $BigBoss, and our coworkers started asking questions--hard questions.

We didn't get any answers.

The people who had proposed the project originally were afraid of cancelling it. They'd stuck their necks out to get us a product that looked like a really good piece of software at the time. People who pushed so hard for failed projects tended to disappear from their jobs sooner or later around here, often not under their own terms. They just couldn't back down now. This project had to be a success.

Finally, one day, we got confirmation of our worst fears. We had been on a conference call for 2 hours with $VFH4 (another episode, another new account rep) and a higher-up executive from $VFH (let's call him $HUE; he was a regular in calls these days), and everyone was tired. Tired of the project, tired of each other, tired of staring down uncooperative software, tired of listening to all the background noise inherent to a 15-person conference call. $Boss hadn't had much to say during this particular meeting, so she'd muted the receiver on her phone so she could type some emails without disturbing the conference, while still listening in.

This paid unexpected dividends in our "search for what's going wrong" after the conference ended. Everyone disconnected except $VFH4 and $CST--and unknown to them, $Boss, who was still on mute, busy typing an email. She didn't even realize the conference was over until $VFH4 and $HUE started talking shop with each other.

$VFH4: "Man, we need to tell the Cloud Services Team to get their act together. This is ridiculous, every one of these remaining issues has been on their list for the better part of a month. Why can't we get these problems solved?"

$HUE: "Well, it's a new version of the product. We just moved the product to the cloud, after all--you have to expect a few bumps in the road here and there. Do your best, and I'll make sure the Cloud Services Team stays on task and gets these people taken care of. They're our top priority until they launch; we have to have a win here at the start if we're going to get everyone moved over to the cloud version!"

$Boss, internally: Well, it nice of their executives to say that we're their top priority! Maybe we'll finally be able to move-

She froze.

$Boss, internally: Wait. Wait a minute. Did... did $HUE just say that they just moved their product to the cloud, and that we're basically their first client to run on the cloud software?

$VFH had hundreds of clients, but by sheer happenstance we bought the product exactly as they were about to start promoting the cloud version of it.

At this point, very little surprised us anymore when it came to $VFH; if their software had suddenly grown long ears and begun jumping rapidly back and forth across the screen while saying "Eh, what's up Doc?" and eating a healthy diet of carrots directly out of the user's refrigerator, it would probably have been simply noted down as a bug and included in the next conference call. Not a critical bug, mind you. The remaining bugs were far more debilitating and considerably less amusing. Exhaustion had set in, both we and $VFH were all just doing out best to get this... thing... out the door, regardless of what it was.

That being said, the next time I saw $Boss a day or two later she looked like she could have been knocked over by a stiff breeze.

$Me: "What's up, $Boss? You look like you've seen a ghost!"

$Boss: "I just learned everything. All of the gory details. I talked to $BigBoss about what I overheard. We've been asking around their other clients for more details, and we finally got enough information to call $VFH on their nonsense. You'll... want to sit down for this."

For being spread across 3 rooms on 2 floors, my coworkers have an uncanny ability to show up downstairs in our breakroom when revelations are about to be made. I'm pretty sure it's some form of collective superpower.

To start from the beginning of the saga:

$VFH had sold us a copy of their very successful, highly-reviewed product. Their salespeople had done their jobs accurately and successfully, so far as they knew. However, when their implementation team started looking at our timeline for setting up their software, they rapidly realized that we bought it less than a year before they were planning to move everyone over to the cloud-based version of the $VFH product, which they hadn't yet launched anyone on yet.

They didn't have the time or manpower to train and launch us on the old version for their normal 26 weeks (13 per admissions team), while simultaneously finishing up and launching their new product, and then retrain us for another 26 weeks on the new product, which was quite different and had a radically different setup process. By the time they finished all of that, they would be very nearly up against the cutover date for their new cloud product. Plus, they'd already sold us a product with the assurance that it would be done along a specific timeline.

Cue a panicked scramble on the part of their leadership. They eventually decided that their best course of action was to say nothing and work really, really hard to get their software done, and hope that everything went smoothly.

As you may have guessed by now, things did not go smoothly.

The training duration was just standard procedure for them, but they decided to use the time to finish development of their product as quickly as possible. They had one other client that had purchased their software a month before we did, and seemed to be getting along acceptably. They gave us the contact information for this client to ask for any possible help and guidelines based on how they had the software set up.

As it turns out, this client was... dissatisfied, to say the least. They were being bombarded with problems; they just had no choice but to move forward on an even more aggressive timetable than we had. They'd encountered the same slowness issue that we did, they were using custom-developed parts on their public website to work around the same host of shortcomings on $VFH's software that we found, and their advice was basically to do as little as possible on the $VFH cloud software and as much as possible on a system that actually worked.

Our original launch date was in mid-spring. It's now getting towards the end of summer, and there's no launch in sight. The critical issues list remains at least 20 items long, and the pain shows no sign of ending any time soon.


We've pretty much caught up to the end of July, so that's where this story will have to come to a conclusion--for now. I've left out plenty of utterly nonsensical, frustrating, and otherwise rage-inducing details, which I'll probably post as individual stories here and there as a continuation of this series. However, as we left it in our last meeting, we're looking at getting $VFH to compensate us for lost time, at the very least.

One of our admissions teams is up against a hard deadline--if they don't launch $VFH's software next week, they won't have another window to launch until September. The other appears to be progressing more smoothly, but is also encountering many of the same bugs. They're also being led by a manager that's less aware of tech issues in general, and are likely to not see potential oncoming trainwrecks. Both of our admissions teams have a hard deadline of late November. If it doesn't launch by then, we have to renew our contract with our old vendor to avoid service interruption, and the whole deal's off--we certainly can't afford to pay both of them and only use one.

So here ends this thread of the sordid tale. I've omitted a ton of detail, and believe me there was plenty more mistakes on everyone's parts (including my own). During the most intense part of this project I spent at most a quarter of my work week on it, but it's contributed by far the most to my stress levels. All this from a project I didn't even know was going to exist prior to January.



Submitted July 29, 2017 at 09:40AM by Strycken1 http://ift.tt/2tQXDrg talesfromtechsupport

Friday, April 21, 2017

Frikkin' magnets - how do they work? talesfromtechsupport

Taking a break the usual Computers Behaving Badly, this is a tale of a refrigerator repair - several times. We are friends with an elderly couple a few doors down. I usually help them out with their computer related issues, but this time it was different.

AoL: Could you look at our refrigerator? It's almost brand new and (wouldn't you know it) the warranty expired yesterday. It's leaking water from the ice dispenser at an alarming rate.

Me: Ok - it's not really inside my wheelhouse, but I got my EE degree sometime during the Reagan Administration, so hopefully I retained something by accident.

I have a look, or rather a listen, at the ice maker. Immediately notice that there is no fan-turning noise. It's deathly quiet. There's also a subtle but distinct smell of burning insulation that us EEs have come to know and love.

Me: Looks like the fan that is supposed to keep the ice frozen is kaput. That's why it's leaking water. I'll see if I can get it replaced.

A quick Google search turned up a nearby (30 miles) store that carried the right motor, and a Youtube video showed me how to replace it. Not too difficult, although I did have to use a few words that drew a "tut-tut" from the dear old lady. Slap everything back together, fire it up and was greeted with the melodious hum of an ice maker in its happy place. All good.

Or so I thought.

About three months later:

Dear, it's doing that thing again. There's water all over the floor.

I examine the unit. Motor is basically a smoking mass of metal and wire. She's dead, Jim.

Thinking I got sold a refurbished motor instead of a new one, I returned to the store in righteous anger. They assured me it was a brand new unit, but replaced it anyway, since it was under warranty.

Rinse and repeat.

Until three months had passed.

Dear, I hate to trouble you again, but our kitchen is rapidly turning into an indoor swimming pool.

Obviously, something else was going on. Power surge? I checked the lines - no spikes, besides, nothing else was affected. I was just about to suggest replacing the controller board when something caught my eye. A fridge magnet. A big fridge magnet, stuck to the side of where the ice maker motor would be.

What's that?

Oh - that's a magnet that little Jimmy (the grandson) gave us. He said is's one of them neodramatic things. Works like a charm.

I pulled the "neodramatic" magnet off the fridge, which turned out to be no easy task. Yes, it was a neodymium magnet, about three inches, by 2 inches and about an inch deep. It clung to the side of that fridge like a limpet.

Here's your problem. You're trying to run a poor little fridge motor in a magnetic field several thousand times stronger than it was designed for. The poor little guy did the best he could, but it was just too much for him.

I replaced the motor one last time, and then made sure they understood to keep little Jimmy's gift far away from anything electronic. Since then - no more leaks.



Submitted April 22, 2017 at 02:10AM by AngelOfLight http://ift.tt/2pNQxAX talesfromtechsupport

Wednesday, March 1, 2017

Ron Stories talesfromtechsupport

Late last century, I started working in a divisional IT group for a multinational manufacturing company. I'd started as a contractor on a helpline supporting engineering users with IT problems. We had a lead and four other contractors on this helpline, and we handled everything from in-house applications to Lotus Notes and Microsoft Office. We covered VAX, Macintosh, and Windows. We also had some project involvement, and did desktop visits as needed.

Shortly after I got placed there, another guy, named Ron (not his real name), also started. Unfortunately, the six months Ron spent with us didn't always involve user support issues, but he was often more of a hindrance than a help.

On Ron's first day, he was introduced to everyone, and made a point of sharing his personal contact information, and asking for everyone else's. This was a little odd, but OK. He was being very friendly and outgoing.

Ron got a desk next to me. Unfortunately, given the arrangement of cubes along our aisle, I was the only other helpline person to sit next to him; as a result, I got most of his questions.

His question on the first day?

How do I turn on my computers?

Now, this was very odd. Having a new contractor who didn't know how to power-on his Windows machine, his Macintosh, and the associated monitors didn't really reassure me (or anyone else) of his skills, but what the heck. You show him, you move along.

One of the helpline contractors -- let's call him Chill -- had a small refrigerator under his work table, suitable for a refrigerated lunch item or a couple cans of pop. Said contractor told Ron about it, and said, "feel free to put in something." Ron said,

Cool, I brought some Mountain Dew.

About a half-hour later, Chill checked his fridge and found over ten cans of Mountain Dew filling the interior. He told me later he resolved to talk to Ron about it when Ron was around, it wasn't until after lunch. The conversation went like this:

Chill: Hey Ron, come here a second, I want to show you something.
Ron: Sure, Chill, what's up?
Chill opens his small fridge to reveal only two cans of Dew remaining
Chill: Uh, there were more cans of Mountain Dew in here...
Ron: Oh yeah, I brought in a case, and put them in this morning, but I've been drinking through them.

Yes, Ron basically went through cans of Mountain Dew the way a chain-smoker goes through cigarettes.

Ron wasn't terribly good at troubleshooting, and didn't necessarily grasp the technical nuances of the systems and applications we supported. We were hard-pressed to figure out how he got his job at the contract house, let alone at the helpline. We found out later that while he told managers stories of how much he liked the multinational company, or the contract house, he didn't tell them the stories he told us.

I'll gloss over them, but they involve hunting cows, child-care with a water from a water hose, sleeping in meetings, easily-won bets lost, lying...but here's one that's relevant to IT:

Ron told me how, in college, he had a computer course on Excel where he had to do something (might have been with macros, I don't recall the details). He didn't really understand it, so he worked out a deal with another student who was a computer whizz, and with whom he shared an English class. He offered to do the bibliography for an upcoming English paper in exchange for the Excel homework. Whizz agreed, and Ron got to just put his name on the Excel assignment, and thought he'd come out ahead because Whizz still needed to write his paper. Ron did say he was puzzled because Whizz got a lower grade on the Excel homework than Ron did, even though it was the same. He only realized, when we spoke about it, that the professor probably thought Whizz would do better quality work.

But what struck me was that Ron had admitted to me that he cheated in classes in his degree, classes involving software we supported. This, and the other stories, were directed to our lead, because it was starting to get problematic. But my final straw happened about four or five months in.

I had received an early color Macintosh laptop (might have been a 540c) from a user, who was requesting it be set up with all the standard software. Not a problem, I told him it should be ready by the end of the morning.

Everything went fine, and I had just finished installing the boot sector password protection software when the user showed up to collect his laptop.

User: Hey, $me, is it ready?
Me: I just finished the install of the last piece, now we just reboot.
Mac laptop plays death chimes
Me: Huh, that's odd. Let's restart it and see if it is happier.
Mac laptop reboots and plays death chimes again
User: Is there a problem?
Me: Yeah, I'm not sure why it is giving us the sad-Mac here....
Ron: piping in from his adjacent cubicle Guess you shouldn't have gone poking around in the hard drive with that paperclip, huh?
I could feel the blood drain from my face as the rage built
Me: Ron...just be quiet. to the user Our Mac expert is out to lunch, I'll check with him when he gets back and see what's going on. I'll let you know.
User: OK, sounds good.

Now, I'd had no reason to even eject a floppy via paperclip on this machine, and Ron had no involvement in this support activity, and it was singularly inappropriate to chime in at that point.

It turned out that we had an outdated version of the boot sector password software, and an updated version fixed the problem. But I ended up telling our lead about Ron's comment; eventually, Ron's probationary period expired, and his contract was not extended.



Submitted March 02, 2017 at 01:12AM by DrHugh http://ift.tt/2lzJWVr talesfromtechsupport

Saturday, January 7, 2017

Man kids are a handfull talesfromtechsupport

This was about 3 years ago. Got a call while I was on lunch break asking if I could stop by a customers house who requested a repair on a huge mounted TV. I didn't have any objection so 10 min later I'm knocking on the door and some older gentleman greats me and shows me to the TV. When I get there I see something that caused me to face palm out of frustration. I ask the man if he has any kids and he said he had 2 boys both around 10. I then ask him if he has any refrigerator magnets. Confused by this he says yeah and that's when I told him what happened. One of his kids had stuck a magnet onto his TV screen and left a huge black and discolored splotch right near the center of the TV.

I left soon after that but not before I heard him starting to call out for his kids with anger in his voice.



Submitted January 08, 2017 at 10:40AM by gamageeknerd http://ift.tt/2i2ch8U talesfromtechsupport

Friday, October 7, 2016

Toasty talesfromtechsupport

This was sent in a department email notifying us of a current trend:

We have identified that one or more of the devices (Computers, fridges, toasters, etc) behind some customers' modems may be infected with Mirai.

While some documentation on Mirai does mention that smart devices such as refrigerators and thermostats could be infected, there was still a correction to the email sent not long after removing toaster from the list and replacing it with security cameras.

TL:DR Marai, Marai on the wall, how do I make the toastiest toast of all?



Submitted October 08, 2016 at 09:38AM by nik_drake http://ift.tt/2dBlDnF talesfromtechsupport

Friday, September 16, 2016

Some circuit breakers trip faster than others. talesfromtechsupport

This started as a comment when another Tale reminded me of the fun part, but it got a bit long for a comment, so here we are

In the process of moving into a new building, our company made a bunch of pre-existing infrastructure work well enough to get us up and running. The IT equipment started out in a former janitor closet, but after (repeatedly) coming in on the weekend to babysit overheated servers, IT buddy decided it was time to upgrade to a proper server room complete with its own air conditioner. Nobody was really using it, so the kitchen next to the janitor closet was converted into a server room. The wall of cabinets was converted into miscellaneous IT crap storage, the counter was covered with miscellaneous IT crap, and the sink . . . I like to tell myself nobody uses the sink for anything but I really don't know. The refrigerator moved out, and a couple of full-height racks of IT kit were plugged into the wall with a severely under-sized UPS powering both racks.

The kitchen had a typical power service for a kitchen, so a new power line was put in by the maintenance guy. The maintenance guy had his own way of doing things, which maybe weren't always the smart way. The building has a really big mains circuit breaker panel, a few multi-hundred-amp sub-panels, and a bunch of sub-sub panels for end users. Maintenance buddy ran power from a sub-sub panel to the kitchen. Another 30 feet of wire and he'd have tied into one of the higher-powered sub panels but nosir, he didn't go there.

The widget testing buddies have a sub-sub panel feeding their test bench. Said widget-testing did not always go to plan. As it turns out, some circuit breakers work faster than others. Every once in a while, there would be a flash from the test bench and a small number of lights would go out. The technician who just blew something up would check the mains at his bench. Dead. The tech. goes to his breaker box, and finds all the 20A and 30A circuit breakers are still set to on.

But this is a Tech Support tale because about the same time as our test buddy was figuring out he'd just popped the 200A breaker on the much larger panel, the door at the other end of the room would open, and an IT buddy would pop out like a wack-a-mole, and holler out

"Hey, did you guys just trip a breaker?"

Why yes, how did you know?


In later years, a new home run was pulled to the bigger panel like it should have been. A pair of much-larger UPSs were installed. After a small melting event, even the mains outlet in the kitchen server room was upgraded. After losing a few months of work when a backup system failed to meet expectations, they even managed to get a backup plan to backup the backup. They're so on top of things now, almost nobody in the building is still running Windows XP, even!



Submitted September 17, 2016 at 09:17AM by iamonlyoneman http://ift.tt/2cQDVns talesfromtechsupport

Thursday, June 23, 2016

New city, new job, new build, what could go wrong? talesfromtechsupport

Credit goes to /u/CornyHoosier for posting here.

I took a low level job at a new city I moved to because I needed work asap. The company was being bought out by a larger company and so had fired all their IT staff. I was the (only) person brought in to do the short-term support and tear-down. Keep in mind, this new company literally marched the old IT staff out of the building with no warning when I walked in on day 1. I had no a knowledge of software, infrastructure or any passwords other than a domain account. Fast forward: After a month or so there things were going pretty smoothly. I had broken into most of the major systems and prevented anything large from crashing. The director who was put in charge of the takeover project was non-technical and based in the Midwest, so thought I was out there slaying dragons and heaped nothing but praise on me as all deadlines were being met. However, one day something crazy happened... As I'm sitting in my office I hear a HUGE boom and the entire building begins to shake. Suddenly there are large cracks all around the doors frames, things have fallen everywhere and people are freaking the fuck out. I assume some sort of gas main exploded. Now you should know, I'm not little guy. At 6'4 ~270 lbs I am a fucking bulldozer that you should never get in the way of, and my fight or flight response (definitely flight mode) was in full gear. The primary door to get out of the facility was solid wood. I could see a few of my older coworkers fidgeting with it trying to get it open as I peeled around the corner. At my full booming voice I simply yelled, "MOVE" and charged this thing at a full sprint. I threw my entire weight at the door ... and it moved about 2 inches. I was on the floor (with a now injured shoulder) and already scrambling to get up. The build was still tremoring a little bit and everyone just saw a guy my size barely able to budge the door. Needless to say panic immediately set in. One of the other staffers mentioned another exit door and the entire office is now flooding that way. It was crazy seeing little old women in their office attire throw their heels off and run down back exit stairs. As we flood out into the parking lot we notice that no other building in the area have evacuated and I didn't see any smoke (so my gas line explosion was out). The other floors of the ~6 story building were streaming out behind us when someone notices the cause of the problem. People are pointing at the giant cement pillars that were the support structure for the building. They are literally cracking in front of us and hunks of cement are falling to the ground. A shit ton of firefighters showed up and everyone was told to go home and wait for instructions. (The reason the door didn't budge from earlier was because the floor had shifted and so the door wasn't able to open) Over the next few days the brand new multi-million dollar building is temporarily condemned and a temporary site is rented nearby for people to work at. While setting up my laptop at the new site I get a call from my boss. They heard all about the building incident, but there is a ton of data in the building (this was a healthcare company so some of that customer data is quite vital as well). He asks if I'm still able to complete the project. I remind him that I was a lowly paid sub-contractor with no health benefits and he was asking me to go into a condemned building. We end the call and he said he would call me right back. Sure enough, 10 minutes later I get a call and he told me to "say my price". I think it over and reply that I want a $10,000 bonus and free reign of anything in the office (expept for harddrives, which I would box and return to corporate). Without a moment's hesitation he agreed. I had him and his boss both send signed confirmation emails before I was going to get started. I'll be honest, I was a bit worried going into the building, but the city and county had both sent inspector who approved that the bracing on the pillars were secure and people could go back in if needed, just not for day to day work. So I went in and got to work. Within a day or two I stripped every hard drive I could from every system and server had it boxed up and ready to send. Then I got down to real business. I rented a UHaul van and a small storage place nearby and started to get stuff out: I immediately went for tons of brand new laptops, monitors, (6) 70 inch TVs, multiple Cisco servers, routers & switches, 3-4 Paladin networking tool sets, several HD projectors, new plotters, new industrial printers, standard printers, mini refrigerators, authentic artwork, executive chairs & every sort of peripheral and bit of technology you could imagine (as well as a bunch of healthcare equipment. I didn't know what it did, but it seemed expensive). I stripped the place bare in almost two weeks, by myself, working well into the evening most nights. I didn't know my new city very well and had no friends, so I threw myself into this project. I ended up getting another storage unit because I ran out of room in the first one. When I was done and figured everything of value I could move myself was gone, I called my boss to update him on the progress. They were ecstatic! They were so happy they ended up adding an extra couple grand to the $10,000 I asked for, gave me amazing written references and offered me a job with their local corporate office (which I accepted). I ended up working for them for a year before moving on to something bigger and better. Regardless, it took me about a year to slowly sell off all the equipment I got. After subtracting the stuff I wanted to keep for myself, I ended up making more off the resale of the items than I did with the bonus + contract + year of working for them.



Submitted June 24, 2016 at 08:57AM by KindOne http://ift.tt/28QtZ67 talesfromtechsupport

Wednesday, June 8, 2016

The mystery of the dying computer talesfromtechsupport

Several years ago I worked for a company that serviced grocery store cash registers, which basically meant a cheap WinXP box with a bunch of serial port cards plugged in, because while there were USB receipt printers and cash drawers and scales and scanners and credit card accepters and so on, they were an expensive replacement for parts that mostly worked just fine.

The hardest part wasn't the tech, it was the carpentry. Or dealing with the carpentry. Most tech problems we field techs solved by swapping out parts to get the register back up ASAP and then sending the parts back to our home office to be fixed by the techs there.

But still, troubleshooting skills are useful to have, and apparently one of my predecessors didn't bother actually trying to troubleshoot anything.

A few weeks after I started the job I got a call from a store reporting that their #5 register was down AGAIN.

$me = me

$manager = manager

I get on site.

$me: What do you mean "again", has this register been down before?

$manager: It goes down every month, they replace it and it works for a few weeks then it quits again. I think there may be evil spirits lurking under the counter there.

$me: ha, well, I'll see if I can perform an exorcism.

I pull off the access panel and poke my head under the counter. Grocery store under counter areas are often really disgusting. Part of our job as field techs was preventative maintenance to keep them clean enough not to kill the computers, and this wasn't really bad. Dusty as all hell, but otherwise ok.

I check the computer and sure enough, it bluescreens when I try to boot. I check the box and find it is plugged, not into the UPS it is supposed to be plugged into, but into a standard power outlet. It is not alone in that outlet.

Sharing the outlet with the computer is the endcap Coke refrigerator, an extension cord powering the endcap Pepsi refrigerator for the next checkout line, AND an extension cord leading to a nearby Coke vending machine.

Three nice, big, motors to surge the shit out of the computer every time they started up. I'm surprised each replacement computer had lasted even a month.

I plugged the new PC into the UPS, made sure the UPS was plugged into an outlet that at least wasn't directly attached to all the refrigerator motors, and explained to $manager that computers usually didn't like being plugged into the same circuit as big electrical motors and that's why it had been crashing.

I'm still not sure if my predecessor there had just been lazy, was dumb as a bag of hammers, or what.



Submitted June 08, 2016 at 09:22PM by sotonohito http://ift.tt/1XEBlRt talesfromtechsupport

Friday, April 29, 2016

The pretty green cable talesfromtechsupport

Today started off with an unusual feeling, one that knows something is going to go down.

Now I work for a company that has stores and is the core business, however I do not work for the stores, I support the people that make the money flow in and out of the Business.

So I was asked to visit a store to find out 2 devices and some information about the wireless network at a store, I'm not really meant to work in the stores however my state does things differently.

So I head out the store for a few hours and to try find out what these devices are and there wireless infrastructure. The last thing we had to find out what is on $PortX on $switchY, It had data flow but no mac address, then suddenly an old access point fired up after we re-patched it, sweet after 1 hour its only a old access point. So unpatch the pretty green ethernet cable and head back to the office, after all it's 1.30pm and I haven't had lunch yet.

Now its 4.30pm (Friday) I'm getting ready to head home and then I get a call. (We all love the 4.30pm Friday calls)

person on the phone ($POP)

$POP Hi Ziogref, did you unpatch anything today while you were at $store?

$Me Yeah I unpatched $PortX on $SwitchY that lead to $PatchPortZ

$POP in English please?

my bad thought it was a tech not a Fridge Mechanic

$Me Oh sorry, I unpatched 1 device why?

$POP well the monitoring devices for the refrigeration units have gone offline

The refrigeration units take up a whole room and provide cool air for the store fridges and for the 3 walk in fridges for storage.

So I head back to the store, repatch the $PatchPortZ to $Port X, head down to the refrigerator room and sure enough the devices come back online.

From what I gathered up (and possibly the reason why there was no mac address, the network config was setup like this

$SwitchY --> $PatchPortZ --> Ethernet extender --> Switch --> link to 3 refrigerator monitors.

And I doubt the switch is a proper one.

Lesson, dont unpatch until you know for sure it is you are unpatching.



Submitted April 29, 2016 at 05:30PM by Ziogref http://ift.tt/1rEBln5 talesfromtechsupport

Saturday, March 19, 2016

Tale of a Ticket talesfromtechsupport

Last month we had ticket that came in. It was a short little note from someone at site Lingo that basically said,

The refrigerator in Customer Service needs to be defrosted.

Say what? The words made sense but the sentence....

Then I get a chat message from $Coworker

Coworker: Did you see Ticket 123456?
Me: Looking at it now. Are they serious?
Coworker: ROFL! No idea!

This discussion was repeated three or four times. Everyone was a combination of bemused and amused.

For lack of a better idea , I sent The Ticket to Lingo's local support people.... who promptly assigned it to the local head of IT. I never found out his reaction to it.

Meanwhile word about The Ticket spread. (It helps that my coworkers are located at different sites).

Coworker1: Building Services is in stitches about that Ticket.
Coworker2: I showed it to the regional manager here. He wants a screenshot!

Finally someone went to discuss The Ticket with the submitter. When they returned they said,

False alarm. User says they were just messing with us.

Yeah, right. Regardless, the joke is on them. They are now known throughout the company as the people who don't know how to thaw their own refrigerator.

TL;DR: IT doesn't handle refrigerator issues...but we love it when you think we do!



Submitted March 20, 2016 at 01:13AM by simAlity http://ift.tt/1pAZhXx talesfromtechsupport

Friday, January 15, 2016

Sorry ma'am, we won't replace your sandwich... talesfromtechsupport

I was working in a call center (tech support for one of those extended warranties), and we got a really odd call. Seems that this lady had put her sub sandwich on top of her computer, which warmed it up, and the sandwich went bad. This customer called up demanding a replacement.

Of course, a computer warranty would never cover something like this, so naturally we resisted. The issue escalated nastily. It turns out, however, the store that sold her the computer also sold refrigerators, and the warranty paperwork they gave her was for such an appliance, and did cover food spoilage.

We did end up replacing her lunch but she won't be getting any help with her computer. So she spent over $100 to get a $5 sandwich replaced.

td;dr: It doesn't pay to be nasty



Submitted January 16, 2016 at 12:15AM by chipoloniusrex http://ift.tt/1n15078 talesfromtechsupport

Friday, October 2, 2015

The Exodus (Part 3) talesfromtechsupport

Previous tales from Dishonest Used Car Dealership

This is it, folks, the last part of the last story from my days at Dishonest Used Car Dealership. It’s been a hell of a ride, and I want to thank each and every one of you from the bottom of my cold, black heart for coming along with me, laughing at my dumb jokes and commiserating about the dark times. When I started posting back in February, I thought it would just be a fun thing to write up a story or two while I was sitting on my tail waiting for a job interview, and never expected anything approaching the kind of response I have received. And here we are, at the beginning of October, 26 stories across 29 posts, more than 64,000 words later. It has been a profound honor to get to share these little snippets of my life with you all. But, rest assured, the DUCD saga may be at an end, but after much cajoling, I’ve decided to drop at least a story or two from the places I worked after. I can’t promise quite as much drama, but we did get up to some nonsense. And thank you all so very much for all the kind words as I have shared these stories with you. I appreciate it more than you know.

I do have one brief bit of business, if you will permit. After many extremely kind requests to put my stories from DUCD into a more permanent form, I am actually getting off my lazy backside and doing something about it. I have gone and edited these stories into something a little more “book-like,” and as soon as I am happy with the manuscript, I will be self-publishing them in paperback and e-Book formats. I’ll have more news about that very soon.

Anyway, I now present the conclusion of the Dishonest Used Car Dealership saga.


In the fray at Dishonest Used Car Dealership surrounding the departure of The Diplomat and the necessity of the owners filling in for our now-missing sales staff, the one critical thing we absolutely required to do business had not gotten paid: our insurance. I can get cars fixed without running water or electricity. God knows I can do it without garbage pickup, since we hadn’t seen a garbage truck in weeks. But insurance we had to have.

We also now had a major cash-flow situation as well. With Lady Applebee’s having cost the company a good $10,000 on her car switcharoo, my former romantic prospect’s medical bills to pay (not to mention replacement shoes to buy), and a once-show-quality Mercedes that we were going to have to buy out-of-pocket, we had a lot of money about to head out the door. We also had no sales staff other than Rom and The Amazon filling in and were short two technicians. Felonious Monk should have been out of police custody already, but he wasn’t. The police wouldn’t tell us much, but the rumor around the shop was that he had failed a drug test while in custody and we would not be seeing him for some time. As with all rumors, it was impossible to know whether it was true or not, especially considering Felonious Monk always seemed pretty skittish when drugs would be found in customers’ cars. At the same time, he was also impulsive and didn’t think very far ahead, so who knows? In any case, we were going to be very far into the red with no real way to make it up any time soon.

That Monday morning, Rom and The Amazon called an emergency all-hands meeting. We piled into the conference room, not really sure what to expect. It certainly wasn’t going to be anything pleasant, that’s for sure. We all sat down and The Amazon broke the silence.

TA: “Good morning everyone. I think we all are well aware of the events that have transpired recently, and so I don’t think we need to rehash the unpleasantness of the last few weeks. But, as you are undoubtedly aware, whether by accident or malice or incompetence, the last few weeks have been extremely costly. However, what most of you are unaware of is that our insurance company has terminated our policy, which means the costs of these incidents will likely have to come out of our budget.”

There was a murmur among the technicians and Miami Vice.

TA: “We are currently in talks with our attorney as to whether something can be done about this situation, but in the meantime, we are going to have to tighten the belt considerably to survive.”

Lord Salisbury spoke up.

LS: “What, precisely, does that entail?”

TA: “I’m glad you asked. Colossal Redneck, Rom, and I have been discussing this situation over the weekend, and we all agree that sacrifices will have to be made in order to keep this ship afloat. Most of these sacrifices will be minimal. To save some electricity, we’re going to unplug the refrigerator in the shop and we’re going to ask that the technicians refrain from using the welders, the tube bender, or anything that runs off the phase converter. We’re also going to take a brief hiatus from restocking things like office supplies - we’ll just have to use what we’ve got until we run out. We’re also going to clear out our used car inventory and not purchase any more cars at auction for a while. So, most of the changes are going to be minimal and shouldn’t significantly affect the course of business.”

LS: “That all sounds very good, except… Except there’s a word in there you keep using that makes me nervous.”

TA: “And what’s that?”

LS: “”Most.” You keep saying most of the sacrifices will be minimal. It’s that “most” that’s bothering me.”

TA: “Yes, well, as I said, we are all going to have to make sacrifices if we want to stay afloat.”

Lord Salisbury was beginning to look irritated. Mr. Sarcastic spoke up in his place.

MS: “Are you going to continue farting around and avoiding whatever it is you’re trying to say, or are you going to get to the point?”

TA: “Fine. In order to ensure the company’s solvency, commissioned employees are going to have their commissions suspended until this crisis is over. You will still receive your base pay. Hourly employees - I guess that’s just Miami Vice - will receive minimum wage.”

The technicians leaned back in their chairs and shook their heads. I was completely taken aback - the entire pay cut plan had certainly not crossed my desk - and in my surprise I spoke up.

Me: “You’ve got to be f#cking kidding me. This is the plan you came up with? That is not a small pay cut you’re talking about here - it would be one thing to have some furlough days or for us not to work overtime, but that’s half my paycheck, and it’s more like 75% of the techs’ pay you’re taking away. Not one of us had a damn thing to do with everything that’s gone down in the last weeks, and it is ridiculous and entirely unfair to dock our pay to cover other peoples’ f#ck-ups.”

TA: “Well, you were driving the 240 when it burned that girl.”

Me: “Yeah, and when you can articulate how her getting hurt was my doing, let me know.”

TA: “36055512, I think you are failing to comprehend the magnitude of this situation.”

Me: “Okay, then. If the cash flow issue is that big, tell me, are you pursuing a business loan to hold us over? Or perhaps you could sell or mortgage or rent out one of the three houses you two own. Or perhaps Rom could sell that tacky gold Rolex on his wrist. Or maybe you could flip some of our inventory at cost just to get some cash in hand. There are a thousand ways to solve this problem, but what you’ve done is push the responsibility and the pain onto everyone but yourselves.”

TA: “Now that is completely unfair! All of us are having to make sacrifices.”

Me: “Really? So what kind of pay cut will the two of you be taking?”

TA: “I can assure you, Rom and I will be taking significant pay cuts as well.”

Me: “Yeah. I’m sure you will.”

Lord Salisbury chimed in once again.

LS: “Well, I’ve heard about enough of this, what about you, Mr. Sarcastic?”

MS: “Yeah, I’m with you. This is bullsh!t.”

Lord Salisbury reached into his pocket and fished out his keychain. He unthreaded the shop key from the ring and thunked it on the table. Mr. Sarcastic followed suit. Lord Salisbury turned to Colossal Redneck.

LS: “Post me my check.”

Colossal Redneck stood from the table.

CR: “Now, wait jes’ a minute, fellas…”

Lord Salisbury stood from the table and faced down Colossal Redneck.

LS: “Post me my check.”

Rom, seeing this, jumped from the table and blocked the door with his body.

Rom: “None of you are going anywhere.”

Lord Salisbury whipped around to face him.

LS: “Move. Now.”

Rom braced his hands against the door frame.

Rom: “No one is leaving without my approval.”

In all the time I had worked with Lord Salisbury, I had never once seen him angry, never once heard him raise his voice. He was the textbook definition of the charming English gentleman. All of the sudden the Lord Salisbury I knew vanished from the room, replaced by some sort of lesser demon. Absolute fury washed over his face and his body tensed. In a flash, he reached out with his hand and grabbed Rom by the neck and squeezed. Rom’s eyes betrayed his terror and he tried to scream, but Lord Salisbury’s hand crushed in around his neck. Rom released his grip on the door frame and Lord Salisbury tossed him aside into a heap on the floor.

The Amazon shot up from the table, but Lord Salisbury stopped her cold with a glare. His voice dropped into a deep, hissing snarl.

LS: “SIT. THE F#CK. DOWN!

She immediately retreated to her chair and Lord Salisbury stared her down for a moment. He turned and disappeared out toward the shop, Mr. Sarcastic in tow.

The room was in stunned silence. Rom gradually crawled back onto his feet and we sat for a moment. I finally threw my hands up in disgust at the whole thing and went back to my office.


It was two hours later, and I was in my office polishing off a letter of resignation. I had already packed my things into a box, taken down the paintings off the wall, and deleted anything good off my computer. I heard a knock on the door and Miami Vice slipped into my office.

MV: “Look, uh… I don’t know how to say this…”

Me: “I think I know what you’ve got on your mind, but shoot.”

MV: “Well, I’ve been thinking about it, and… it’s the pay thing… I can’t live on minimum wage.”

Me: “I understand. Do you have something else lined up?”

MV: “I just called a friend of mine, he works at a bar up at the top of the lake. I guess they’re looking for someone to help in the kitchen.”

I stood up and reached out a hand.

Me: “You’ve been a terrific employee. I’m sorry it came to this. Let me know if there’s ever anything I can do for you.”

He shook my hand.

MV: “It’s been wild, it really has.”

I walked with him out through the bay and he disappeared beyond the sandwich shop toward the bus stop.

A minute later, two flatbed tow trucks rolled into the parking lot and idled up next to the shop’s bay door. Mr. Sarcastic and Lord Salisbury slowly rolled their enormous tool chests out toward the trucks. The tow truck drivers grabbed their winch cables and pulled the tool chests onto the trucks. The drivers strapped down their loads and the trucks pulled out of the parking lot toward their respective destinations. I ran into the shop, grabbed three beers, and intercepted the technicians. We cracked our beers and shared a toast.

Me: “Gentlemen, it’s been an honor working with you. I just want you to know, if you ever need a reference, if you ever need someone to vouch for your skills, you have my number.”

We chugged our beers and threw the cans into the back of Colossal Redneck’s pickup, and the two of them got in their cars and drove out of the parking lot for the last time.

I went back inside and printed my letter of resignation. I folded it in thirds and walked over to Colossal Redneck’s office.

CR: “This here has been quite a day, hasn’t it?”

Me: “It has. This is for you.”

I handed him the letter. He read it over.

CR: “You too, huh?”

I nodded.

CR: “I would’a thought of everyone on the staff, you would’a been the loyal one.”

Me: “Well, I have a sneaking suspicion that I’m never going to see a paycheck from here again, so…”

CR: “What if I went an’ got you yer paycheck right now, whatever’s outstanding, would that up an’ change yer mind any?”

Me: “I gotta be honest, you and I know that it’s just going to bounce. Plus, I ain’t gonna try and live off just my base pay from here on out.”

CR: “You and me, we kin sort out yer pay rate. As fer now, I’ll betcha there’s enough money in one’a the accounts ta cover what yer owed. Gimme a minute.”

Colossal Redneck disappeared down the street to the bank and came back a few minutes later with an envelope full of cash. He handed it to me.

CR: “That ought’a cover ya up to Friday. How’s that sound?”

I fanned out the cash on the table and counted it. It was all there, more or less.

Colossal Redneck handed me back my letter of resignation.

CR: “I don’t suppose I’ll be needin’ this, then.”

I flicked it back on his desk.

Me: “No, I’m afraid you still do.”

CR: “What? C’mon, man, ya’ can’t quit, ya’ got yer money!”

Me: “Look around you, man. We’ve got no technicians. We’ve got no sales people. It’s just you and me. Now, I don’t know what things look like from your vantage point, but this sure looks like a sinking ship from where I’m standing. You and I are clinging onto the top of the f#cking mast and you’re trying to tell me that because our feet aren't wet yet, that there’s nothing to worry about. Well, I’m sorry, but that’s bullsh!t. There was a time when I worked here because I thought we were doing something special, that we were selling really cool cars that were going to help save the environment, that this was an up-and-coming business where I could build a career, but those days are so far behind me they’re on the other side of the horizon. If I can’t even rely on my paychecks coming in, then I’m not real sure what point there is to being here. How much more money is there to just up and hand out come payday? Enough for a month? Two weeks?”

CR: “Sometimes we all gotta make some sacrifices, though. I mean, y’all haven’t been the easiest employee, and it seems like ya ought’a show some loyalty, ya know?”

Me: “If you think you’ve got to do the “honorable thing” and ride this ship all the way to the bottom, you go and do that, but I’m not about to sacrifice even one second of my life on some made-up principle for two people who don’t have the slightest inkling of what the words “honor” or “loyalty” mean. Every f#cking day here has been a fight, you and I have never received the slightest bit of respect, and I’ll be damned if I’m going to sit here and have you try and tell me that I owe you or them or this f#cking company a god-damned thing.”

Colossal Redneck looked down at my letter of resignation. He paused, and then stood from his desk.

CR: “Alright.”

He held out his hand.

CR: “It’s been terrible havin’ y’all as an employee.”

I shook his hand.

Me: “You’ve been a horrible boss.”

He saluted me and I grabbed my box of things and walked out the big bay door for the last time.


Epilogue:

It was a month after I left DUCD, a drizzly cold Friday afternoon, and I was loading the last of my possessions into a big box truck. On a lark, I had applied at a job in a city about three hours away, and strangely enough, they had offered me a position. The pay wasn’t quite as good, but it was a chance for something new, somewhere new, where I could clear my head and just start over. I had given notice to my landlord that I was leaving, given away the things I didn’t need, said goodbye to the few friends I had left, and sold the Jeep. As a final “f#ck you” to the dealership, I had also dropped a dime to the county about the illegal dumping going on behind the shop. The pile had gotten bad enough that we had started calling it “The Trasherhorn,” and between that and the dozens of gallons of old coolant and used motor oil the technicians had dumped on the ground back there, the county had told me that they were very interested in conducting an investigation.

On the way out of town I made one last swing past the dealership just to see what had become of the place. I pulled off to the far side of the road and idled for a moment. The lot was very empty. Rom and The Amazon’s car was there, but no others I recognized, not even Colossal Redneck’s. They had little inventory on display and even fewer cars that appeared to belong to customers. The service bay was shut tight and the lights were off inside the service office. As I idled, Rom and The Amazon appeared from the sales office, shouting at each other. The Amazon got in Rom’s face and screamed something, then turned and marched back inside. Rom stood for a moment and then started kicking a Honda over and over again until there was a big dent in the back door. He stopped and stood there alone, shoulders drooped in the rain.

I put the box truck into gear and pulled away. I turned onto the highway, pointing the truck toward the edge of town. I switched on the radio and turned it to max, slid the transmission into overdrive, and put the pedal to the floor. I drove south, far beyond the horizon, away from it all.

Many months later I came back north with a girl I was dating to show her the city that had defined so much of my adulthood, a city that has so indelibly dyed the very fabric of who I am that all these many years later I still dream of warm summer nights, windows down, driving on the bridge across the lake; that the smell of food still transports me back to the little ramen bar just south of downtown, the one I never knew the name of because the sign was in Japanese, windows fogged from the warm soup and the cold rain. And to this day when I drive through the big city to the north I choke up and my voice catches, because when I came the city broke me and molded me and made me new, and when I left I left so much of me there. Most of me still stands there on the pale sands on the shore, feeling the wind just this side of cold, looking out across the water to the islands beyond and watching the boats come in for the night as the sky turns orange, then red, then blue, then black, standing there waiting for the rest of me to come home.

I turned off the highway in my the big Dodge I now drove and pulled into the dealership’s parking lot. It was empty save for an abandoned Oldsmobile decaying silently in a corner. The windows to the offices were hastily boarded up and graffiti covered the bay doors. The sign for the dealership was dingy from the rain and moss was beginning to grow over the letters.

I drove around back and we hopped out of the truck. The empty lot behind the service bay had been mostly cleaned up. The girl looked around and turned to me.

”What is this place?”

”It was a car dealership. I used to work here.”

”It looks awful,” she said as she pulled herself back up onto the bench seat.

I gave the place one last look as I climbed back into the truck.

”It was. It really was.”



Submitted October 02, 2015 at 10:31PM by 36055512 http://ift.tt/1JK93bt talesfromtechsupport

Friday, July 17, 2015

The case of the broken hard drive talesfromtechsupport

Optional background
My first story The New Guys, The Equipment, and the Felony which was received well enough I guess I have to post some more stories! I hope to keep you all entertained even if my stories aren't 100% tech support but do provide some interesting military humor with some semi-tech support mixed in.

Again Optional but worth reading
In my role as a programmer I have had numerous opportunities to travel to other bases and do some temporary work (TDY we call it) sometimes a few days sometimes months.
This story, takes place in one of those trips.

Main Story
My commander (think boss's boss's boss but still not the top of the chain) decided to send a small group of programmers on a trip to a base across the country to experience how our software was used on a different base. Overall, waste of time but we make a decent chunk of money going on TDY trips like this and we get to see different parts of the world or country in this case.

A group of 5 set out on a week trip via VAN and arrive a few days later nothing special during the drive just a lot of pranks and Airman being Airman. We arrive and in the morning following our arrival we report to the Intel squadron to get a walk through and "see" our software at work (oh boy). After a short tour we finally get to our equipment to find it powered off.

$Me: So hey guys, why is this powered off, I mean this is what we are here to see? $BaseGrunt1: Well the hard drive on it broke several months ago and we don't have spare parts.

Okay to be fair this equipment is OLD like older than I am and no one in the United States has spare parts, "parts" are made when needed by hand in machine shops. On our base we have a shop dedicated to this type of work.

$Me: Uhh okay well we aren't the people who deal with that but why didn't anyone say anything to us prior to us coming here.
$BaseGrunt2: Well we assumed you could fix it.

We didn't know it was broken why would we !?

$Me: Okay, $WarHammer any ideas?

$Warhammer, is a typical nerd but his biggest hobby is painting those little figures and does it at his desk in uniform like a crazy person.

$Warhammer: Well we can call the shop and see if they have any ideas how to fix it.

Now, to fill in the gap as to why we are discussing fixing a hard drive rather than replacing a hard drive. This equipment is old enough that it has 75 LB hard drives that are built into special drawers in the equipment tower itself which is roughly the size of a normal refrigerator. The drive itself is perfectly fine, some how these nutbags managed to break the drawer that holds it so it cannot make a connection. Fun right?

$Me: Well why not (Calls the machine shop back on our home base) hey $Machinist any clue what we can do to get them operational?
$Machinist: Yeah well short of us going out there with new equipment you can make a frame to hold the drive, it only has to be level and hold the drive in place.

At this point we feel we can totally do this except we have no tools, no parts, no scrap metal, not even a screwdriver minus a multi-tool or two some of us carry. My only thought is to talk to the base commander and see what he can offer.

$Me: $BaseCommander, any thoughts on us needing this stuff to fix this actually pretty needed equipment that has been neglected?
$BaseCommander: Well we have a credit card and an airplane hanger full of tools, can you make that work?

Uhhh F*** yeah we can!
Next morning we head down to the local hardware store and grab lots of metal to somehow build a frame.
By mid-day we are in a hanger working like crazy people with no idea what we are doing but we have something that kind of looks like a drawer and it holds the drive well enough so we put it in and sure enough it works, not only it is holding but the equipment powered on and our software loaded.
At this point my team (I am not actually in charge of these people just a senior member at this point in my career) are pretty pleased with ourselves and we do a quick run through of the software and give some quick tips etc. and we go on our way to rest for the night.
We at this point have several days left before our drive home with nothing really to do and no desire to do anything but we show up that morning and $BaseCommander is there waiting for us.

$BaseCommander: (Yelling) You all spent way too much money on this POS system why on Earth would you do that! Cue Laughter from $BaseCommander, Nah just joking you guys did a great job and I called your Base commander to let him know, please enjoy yourselves till your drive back you are released from work for a couple days and the beer is on me.

Best, worst, weirdest impromptu tech support ever which ended with 4 Airman and 1 Captain lost on base, drunk, unable to find their hotel.

Ending Note
Just like before I have many more coming just give me time, there seems to be enough interest so I'll keep passing on the stories!



Submitted July 18, 2015 at 09:37AM by MonkeyPushButtons http://ift.tt/1LsDuYD talesfromtechsupport

Tuesday, July 14, 2015

The Strangest and Best Technical Support Job I ever worked talesfromtechsupport

I knew that the strangelyExcellentISP company would be different from any place I had ever worked. While waiting for my job interview I overheard an employee complain to another saying, "Man, they used to let us drink and smoke anything we wanted. Now we can just have beer."

WTF??

I got hired that day for Tier I tech support, worked up to Tier 2 and also handled responsibilities in web hosting, supervising teams, and training.

I was not overly perplexed about the employee's alcohol and smoke comment, which I thought must have been his own incorrect interpretation of company policy. However the strangeness of this company stepped up a level on my first day. During my employee orientation day, the call center manager said, "And now I want to talk about our drug testing policy. Bring them in...we will test them." I knew I had signed on to work for a very different kind of company. What this company allowed employees to do would not be considered in a typical corporate environment to be odd. It would have been considered insane. Tier I techs were allowed to have refrigerators at their cubicles stocked with alcohol. Smelling the pot that someone had smoked was not an uncommon occurrence in the building (apparently they were not too interested in enforcing the policy that the employee complained about). One day, I was working a call at my cubicle and a supervisor tapped me on the shoulder asking, "Do you want some." I turned around and there was a large cart full of free pizza and a keg of beer. Techs were allowed to use the company network and hardware resources for their own personal purposes, work in a bathrobe, have keg parties in the building, and do whatever the hell they wanted on the phone (as long as they were doing their job well). They had no sick leave policy at all and no limit on sick days. The freedoms given to employees were beyond any company I had ever worked for (or even heard of). Stranger still is that, by the time I worked there, the company was actually more restrictive than they used to be.

None of the above make up the strangest part of my experience with strangelyExcellentISP. The strangest thing is that in an environment that was closer to resembling a wild festival than a corporate business environment, they succeeded at being absolutely excellent. When I first saw the tools they made available to techs to get the job done, I was amazed. I have never seen employees more personally motivated to do their jobs well. The tech support services they provided to end users of this ISP was the absolute best. In sharp contrast to all consumer ISP tech support today, strangelyExcellentISP did not care if it took all day to complete one call. Just make sure it was not your lack of knowledge and skills that caused the lengthy call. We were expected to help any internet user to backup their data, and reinstall their OS if that is what it took to fix their issue. There was no issue related to the customer's internet needs that was excluded by company policy. I even heard a training supervisor once brag in an employee training session about how he helped a customer fix their lawn mower over the phone. Our customers loved us.

I learned from strangelyExcellentISP that personal freedom and performance excellence were not incompatible realities.

I do have to make one qualification on the relationship between freedom and performance excellence. All employees received stock options. Those who got in early enough (and I am still talking about Tier I tech support employees) saw their stock options pay off enough to buy cars, houses, and in one case retire. These early employees were fanatical about doing their best. However, even employees with much less valuable stock options were also much more personally motivated to do well than I have ever seen at any other company. Another interesting fact is that this company became profitable in a market that was difficult for them at the time.

The strangelyExcellentISP believed in giving people the opportunity to express their own responsibility. The freedom granted to employees by this company was based on a philosophy that believed if people are given responsibility, they can step up and be great. Company politics was not invested in maintaining the policies and ideas of a select and empowered few. They were devoted to a company ethic that believed in implementing any good idea that made sense. Employee ideas were eagerly sought and used. Employees felt like they made a difference to the quality of how the whole company functioned. This was not just a feeling, it was the truth. This sense of valuable participation in affecting the company, more than the stock options, made a difference on how most employees felt about giving their best. Any innovation or discovery an employee made (many of which were done out of sheer enthusiasm rather than company request), from discovering a bug in their email system to writing a software app to help techs to a modification in training procedures, would gain serious attention relative to the merit of the contribution. It did not matter if this meant the company had to change a major policy or method of performance. It did not matter if the innovation was related to your assigned job or came from the call center janitor. They would also throw an employee into the deep end of the pool if they thought they could swim. I was asked to do things for which I had little or no experience. I was expected to teach myself to do it as I did the work and to do it right. I learned from strangelyExcellentISP that what you know now is not as important than what you can learn in the next ten minutes. This was a valuable lesson for my later independent work.

One day we got the news that strangelyExcellentISP was being taken over by a larger company with traditional corporate values. Very quickly the immediacy of connection between employees and company decision makers was cut down, and problems with employee motivation and performance began to rise. The preservation of existing corporate policy and method took precedence over innovation. The number of calls completed took precedence over the scope and quality of performance. And the keg parties were right out.

The first day I logged onto the tech support resources page of the new company, I saw the unbelievably inferior tools and resources that constituted their vision of what it means to run tech support. I knew it was all over.

I left strangelyExcellent ISP for work as an R&D project manager. A year later the call center was closed by the new company to outsource tech support to India. My exposure to the philosophy, work ethic, and focus on innovation of strangelyExcellentISP made it possible to embrace my new work with a greater depth of enthusiasm and performance excellence. My love of seeking creative innovation to get work done was taught to me by strangelyExcellentISP.

R.I.P. strangelyExcellentISP. You were a great teacher.



Submitted July 14, 2015 at 09:16PM by filosophikal http://ift.tt/1LeYuC9 talesfromtechsupport

Monday, June 15, 2015

The Server talesfromtechsupport

Previous stories from Dishonest Used Car Dealership

”SERVER’S DOWN! SERVER’S DOWN!”

It’s a Wednesday in August, and it is officially hot in my office at Dishonest Used Car Dealership. We’ve got an air conditioner, but, of course, it doesn’t work. So, not only am I grumpy from the heat, but our Incompetent Tech Guy is running around like an idiot shouting something about the server.

ITG: “SERVER’S DOWN!”

I walked out of my office to the hallway where ITG was standing, making sure to lock the door behind me lest he come in and “fix” my computer again.

Me: “So, what’s going on?”

ITG: “SERVER’S DOWN!”

Me: “Yeah, I caught that, thanks. What’s wrong with it?”

ITG: “It’s down!”

Jesus christ.

By now a small crowd of about half the office staff had gathered in the hall. Colossal Redneck butted into ITG’s shouting fit.

CR: “So… go an’ fix it.”

There was a long pause.

ITG: “…I… I will!”

ITG tromped up to the loft where the server was kept. Rom had moved it up there after thieves had broken in and snatched a couple laptops a few months prior, figuring that, “things that are up high are harder to steal.” Yeah, your guess is as good as mine as to what on earth he thought he meant.

Colossal Redneck leaned over to me.

CR: “This sh!t… this I gotta see.”

He was right, it was liable to be a spectacle. Were ITG to get our server back up and running it would be a miracle of the sort that tends to get people a sainthood. Saint ITG, patron saint of stalkers and used-to-be-working-until-he-fixed-it technology. The server was so old and knackered that it was incredible it actually worked at all in the first place. But the bigger issue is that ITG had never once fixed anything correctly. One time he fixed my fax machine so good that every number you dialed actually just faxed the main phone line at the Sales office. Any time Mr. Ferrari was assigned to answer the phones over there, you can damn well bet I suddenly needed to send a LOT of faxes.

Colossal Redneck, Miami Vice, and I followed ITG upstairs into the loft. As much complaining as I had done about the temperature in my office, it was a blizzard compared to the conditions upstairs. How any piece of equipment managed to operate in the hellish inferno up there is beyond me. The poor server sat in a dark, hot corner. Once upon a time, it had been a boring little laptop from the era when laptops were heavy enough to act as reasonable boat anchors, but long before my time it had been repurposed it into a database / web server, which it most certainly did not have the horsepower to do. At some point, the guy who had my job before me got so angry with it that he had smashed it until the screen ripped off at the hinges, hanging on barely by its ribbon cable. We limped it along the best we could, but it spent all day, every day, working its little processor to the max, fans screaming. One of the technicians had pulled the keyboard out and aimed a fan at the guts trying desperately to get it to cool down. The Raver tried his own hand at repairing things by hanging a crystal off the long-since-broken CD drive and writing something in Sanskrit on the wrist rest. Felonious Monk had helped in his own special way by just drawing a giant dick on what remained of the screen.

We hovered over ITG as he gingerly approached the server like a child might a large dog, not quite sure if it’s going to be friendly or if it’s going to bite your hand off. He reached out and gave the power button a quick poke.

Nothing.

ITG turned around and put his hands on his hips.

ITG: “Well, that’s about all the troubleshooting I can do here. I’m going to go call the company and get a technician to come do a warranty repair.”

CR: “Yer f#ckin’ kiddin’ me. 36055512 is dumb as hell, and even he knows how’ta press a damn power button!”

ITG: “Oh, no, I already did a bunch of troubleshooting before you guys came upstairs.”

CR: “What in the hell? Y’all been up here for less than a minute! Y’all ain’t done a damn thing.”

ITG shrugged and walked out, presumably to call someone at the computer company. There was no way in hell they were going to do warranty work on this computer. For one, it had been abused to the point where it only barely resembled a computer anymore, and two, it had to have been a good ten years old. Colossal Redneck and I shared our sentiments about how likely this was to get fixed and went back downstairs, forced to write up all our invoices and documentation by hand for the rest of the day.


”So, what’s the status on that there server?”

”I dunno. The computer company just wants us to buy a new one.”

Colossal Redneck, The Diplomat, and I were in a meeting with ITG the next morning.

TD: “Don’t you think that would be a good idea? That poor little laptop is ancient and it’s never been reliable as long as I’ve worked here.”

ITG’s eyes flashed with the kind of unreasonable, entitled anger that only he could muster.

ITG: “NO! It’s their computer, and they’re going to fix it!”

TD: “Did we even get a business warranty on it when we bought it? I can’t imagine Rom and The Amazon would have paid for something like that. And every warranty runs out eventually, doesn’t it? I can’t imagine a computer that old could still possibly qualify.”

ITG: “It doesn’t matter! It doesn’t matter if there’s a warranty or not! I’m just going to keep calling them until they come and fix it. It’s their machine, they can fix it!

Every conversation with ITG was like standing on a playground slide. At the top was incompetence; at the bottom, insanity. You just had to try and push the conversation upwards hard enough lest you slide downwards into madness. Eventually, gravity would always win.

The three of us left the confines of ITG’s office and Colossal Redneck and I commiserated about yet another day of trying to fill out invoices by hand. We walked out to the service bay to grab a couple of beers from the refrigerator. On the way, we passed by our technician Splinter’s stall, where he was busy testing the wiring on a veggie oil conversion with a multimeter. Suddenly Colossal Redneck had an epiphany.

CR: “Ya’ know, I’ll bet it’s jus’ somethin’ dumb like it ain’t plugged in or somethin’. You and me, let’s go see if we can’t figure it out all by our lonesome.”

Colossal Redneck grabbed a couple of tools and I followed him back to the office and upstairs to the server. We tried all the obvious: the machine was plugged in, the outlet it was plugged into was functional, and we even yanked it apart and shorted the wires on the power button to try to get it to go. We were just about stumped, but Colossal Redneck’s eyes lit upon the power adapter. He put his multimeter on the end of the cord and took a couple of readings.

CR: “This here power cord thing is lookin’ mighty dead.”

Me: “Awesome! That’s an easy fix. I’ll get ITG to order a new one.”


”Do NOT under any circumstances order anything for that server! I forbid it! That is MY responsibility, and I will NOT have you getting in there breaking things!”

Rom and I were in ITG’s office later that morning. A few minutes before, I had made the mistake of coming into his office and asking ITG to order a new power adapter the next time he was on the phone yelling at the computer company. As you may recall from an earlier tale, ITG had confiscated all of the company credit cards, and now every last purchase had to go through him. The conversation had not gone as smoothly as I had hoped and had rapidly devolved into enough of a shouting match that Rom had overheard, stepping in to the office to see what all the commotion was about.

Me: “Look, ITG, I know you and the computer company are in the middle of your little pissing match or whatever, but if you think they’re going to replace a power adapter on a decade-old machine just because you keep calling them, you’re out of your damn mind. We’d be lucky if they even still make parts for that machine.”

ITG swiped a few papers off his desk in anger.

ITG: “This is THEIR problem to fix, and they’re GOING to fix it. Even if I have to take them to court, they’re GOING to fix it.”

Me: “And while you’re arguing with them and “taking them to court,” every bit of software we have that touches the server is non-functional. Whether it satisfies your weird brand of idealism or not, we need this machine up yesterday. And look, if you’re so sure that the computer company is going to take care of this, we can always return the power adapter in a few days when it’s all handled, right?”

I looked to Rom for support, but it was in vain.

Rom: “I don’t recall IT being part of your job, 36055512. I’m going to need you to leave this to the expert. That’s all.”

Defeated, I stormed out of ITG’s office. I passed Colossal Redneck in the hall.

CR: “So when’s that there power cord thing comin’?”

Me: “It isn’t.”

Colossal Redneck’s shoulders drooped.

CR: “Well, sh!t.”


”Where do you two think you’re going?”

Colossal Redneck and I were on our way out the back door to go find some kind of substitute for the server’s power adapter when we were accosted by Rom and The Amazon.

Me: “Oh… we were gonna take the Dodge and, uh… pick up a TDI shortblock over at VW. Yeah.”

CR: “Yeah! One’a them there shortblocks, that’s what we’re gettin’!”

We were not very good liars.

TA: “So, Colossal Redneck, how come you have the power cord from the server in your hand?”

CR: “Sh!t.”

Me: “I told you you should have hidden it, dumbass.”

The Amazon stood in the doorway blocking our egress. Rom shook his head and glared at us.

TA: “Both of you are are seriously overstepping your bounds here.

Rom: “ITG is our computer expert, and you both need to show a little trust that he will get this handled the right way. Both of you are on thin f#cking ice right now.”

TA: “That’s right. Neither of you are to leave the office, and should I find out you’ve continued to go over ITG’s head, well, neither of you will need to bother coming in in the morning. Or ever again. How about that?”

Our plan stymied, we slinked back into the office.


”Look at the back of this here thing.”

Colossal Redneck and I were back upstairs looking over the disaster. We may have been forbidden from leaving the office, but that didn’t mean we weren’t going to try and fix this mess. He tossed me the dead power adapter. I looked over the markings on the back.

Me: “13.5VDC, 2 amps…”

Colossal Redneck nodded his head.

CR: “What else‘ve we got layin’ around that’s just about that voltage?”

Me: “…A battery charger is right in that range, aren’t they? 13.2–13.4 or so.”

CR: “Mmmhmm. You think that there laptop’ll cry ‘bout a tenth of a volt here or there?”

Me: “I’ll be damned if I know. But we can’t make it any deader than it already is, can we?”

We ran downstairs to the storage room and dug through the shelves looking for a spare battery charger we could rig up as the computer’s power supply. Eventually we found an old disused trickle charger that looked like it would do the trick. It was dented and covered in spray paint, but we plugged it into the wall and it hummed to life. We ran back upstairs with our quarry and got to work on wiring.

CR: “Check this sh!t out. If I go an’ cut the wire on the power adapter thing right down by the bottom here, it’ll jus’ look like it’s plugged in all normal-like and ain’t nobody gon’ know the difference.”

Colossal Redneck snipped the laptop’s power wire down by the power brick, stripped the wires bare, and clipped the charger’s alligator clips onto the bare ends. We looked at each other in disbelief that this was an actual thing we were actually doing.

Me: “Fingers crossed we got the polarity right.”

CR: “If this don’ work, I’m throwin’ you under the bus.”

I plugged the charger into the wall and watched the needle settle around 2 amps. Colossal Redneck closed his eyes and gave the power button a touch. We were greeted by a fan whirring up and a beep from the machine. A minute later, the smashed-up LCD lit up as best it could with the NT4.0 splash screen.

CR: “Well I’ll be f#cked in the ass, look at that!”

It appeared, at least sort of, to work.

Colossal Redneck and I gave each other a hearty handshake and then shoved our electrical contraption into a dark corner, piling a few cardboard boxes on top to cover it up.


”I’m so glad the server situation is cleared up!”

It was the following day, a Friday, which meant a meeting for the office staff. The Amazon was standing in front of us in the break room, pleased as punch that our computer disaster was as short-lived as it was.

TA: “I think we all, each and every one of us, owe ITG a “thank you” for how quickly he solved this and got us back up and running.”

WHAT!?

I started to stand up protest, but Colossal Redneck grabbed my shoulders and pushed me back down into my chair. He leaned forward and whispered in my ear.

CR: “Let ‘im have it. You really wanna get in trouble for us f#ckin’ with all that sh!t when we weren’t suppost’a? What do you give a damn who they think done fix’t it?”

ITG stood from his chair. As he spoke, he made deliberate eye contact with Colossal Redneck and me.

ITG: “Well, you know, there were many doubters who just wanted to throw money at the problem, but let this be a lesson to all of us that if you leave things to the experts, things tend to work out for the best.”

One or two people tentatively clapped for a moment before going silent. I spent a minute choking back the vomit that was welling in my throat. Colossal Redneck leaned back over to me.

CR: “Alright, I’m ‘bout done with this sh!t.”

He leaned back in his chair and addressed ITG.

CR: “I gotta say, ITG, that’s a pretty amazin’ job. I mean, you got that thing back up an’ runnin’ without even havin’ to get that there computer company out to fix it. I mean, that’s amazin’, I mean… just unbelievable!”

ITG cleared his throat.

ITG: “Uh, thanks! Yeah, well, um… there’s a lot to know about these machines, which is why you need an expert.”

Colossal Redneck stifled a laugh.

CR: “Yer right, we do need an expert. So what wound up bein’ the trouble?”

ITG: “Well, uh… I ran… I ran a few scans on it, and it turned out it… uh… it had a virus. Once I got that fixed, everything else took care of itself.”

CR: “Wow, I didn’t know a virus could keep a computer from even tryin’ to turn on! Well anyway, good job. Like I say, pretty unbelievable!”


Epilogue:

The server was not a real happy camper on its life support system, but it did function. The little battery charger worked its tail off night and day keeping that laptop running for nearly a month before we had a large enough order from our electronics supplier that we were able to sneak a new power supply into the order without ITG noticing.

When I quit, I swiped the little battery charger that could. It now lives out its retirement in my garage, living a lazy life, keeping the battery in my Mercedes topped up.



Submitted June 15, 2015 at 09:41PM by 36055512 http://ift.tt/1IYoBOu talesfromtechsupport