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 batye
1/15/2016 3:01:37 AM User Rank Platinum 
when customer trying to save using know all relatives... it could cost more at the end
in my youth days I love to travel and end up in Moscow, Russia for few days to take a tour of the city and see my blood relatives... I did brag about my Western IT education ... end result my step-brother ask me for a little favor to take quick look as a freshly minted Network Admin. at his friends office server room as one of the main important data servers could not be accessed or pinged each day during office lunch hour and few hours after...
I did agree to help him out... Next morning we arrive at the new modern Office with too much security everywhere: security/face control, secure parking, video security, armed guards with AKM's and Saigas... I got issued - temporary photo id pass to get access to the server room - with one of the armed security guards watching over my shoulder... when we entered Server Room - I did see and smell :) - server room was cannibalized from old washroom... no server racks on the walls - very expensive servers just sitting on the floor.... old mildew on the walls and wet floor from leaking pipe plus anytime some one do flush toilet... water from the old broken pipe got poured to main UPS Outlet area - UPS got knocked out by the surge protection/Zap - starting emergency server shutdown as server get turned off by UPS it could not be pinged but after few hours main building HVAC system did get sense of too much humidity and did dry the room, few hours after room get dry - UPS automatically reset itself - restarting the server and get visible on network again until some one go to washroom... and flush... and everything get repeat over and over. How UPS battery did not exploded - I do not know... Server Room was managed/attend once in few day after office hours by 17 year old kid - son of one of the Co. bosses. Relocating Server Room to the other part of the building and installing proper servers racks on the walls with upgraded wiring - did solve the problem...  Mitch Wagner
1/15/2016 1:35:47 PM User Rank Gold
Re: when customer trying to save using know all relatives... it could cost more at the end
Providing tech support to friends and family members is the curse of those of us who work in the industry. You've certainly brought the game to a new level though!
 Joe Stanganelli
1/17/2016 11:57:40 AM User Rank Author
Re: when customer trying to save using know all relatives... it could cost more at the end
@Mitch: Ditto for any "professional." Can't count the number of times I've been asked legal questions by friends and acquaintances. Unless it's someone very close or unless I'm feeling charitable, I usually just give them an "it depends" answer and invite them to book an appointment with me if they want something more substantial than that. That usually ends the conversation.
 Ariella
1/15/2016 3:09:42 PM User Rank Author
Re: when customer trying to save using know all relatives... it could cost more at the end
@batye That's quite a story! It becomes even funnier in light of the recent story about the servers on which Hillary Clinton's emails were stored having been in a bathroom See http://nypost.com/2015/08/18/hillarys-email-server-was-run-out-of-an-old-bathroom-closet/
"The space that we had our office was essentially designed as a residential unit ... the bathroom connected to the master closet and that's what we retrofitted as a server room," he said." Joe Stanganelli
1/16/2016 9:41:22 AM User Rank Author
Re: when customer trying to save using know all relatives... it could cost more at the end
@Ariella: I wonder how that impacted Wi-Fi interference for the neighbors!
 ms.akkineni
1/19/2016 5:22:26 PM User Rank Platinum
Re: when customer trying to save using know all relatives... it could cost more at the end
@Ariella: It is surprising to know that the email servers for Hillary Clinton's emails were housed in the bathroom. I am aware of such cases for some start up firms that are initially run out of homes or basement offices. Who knows, this could have started the same way and with this whole email episode it became sensational.
 Mike Robuck
1/15/2016 3:46:35 PM User Rank Author
Re: when customer trying to save using know all relatives... it could cost more at the end
@batye above and beyond! My wife handles IT at our house, mainly because we've decided that it's bad for our marriage if both of us do it together.
ms.akkineni
1/19/2016 5:11:17 PM User Rank Platinum
Re: when customer trying to save using know all relatives... it could cost more at the end
My wife handles IT at our house....
@Mike: Wow, All I could say is 'Great' and much appreciate you for that. It doesn't work that way for most of us, well atleast many of us. No matter how IT savy a wife could be, but still remains to be a back bencher. Ofcourse I can't deny there are cases where wife is considered with confidence. I guess it is mostly 'What ever works' kind of a deal. By the way I have no complains... :) Mike Robuck
1/23/2016 11:12:52 AM User Rank Author
Re: when customer trying to save using know all relatives... it could cost more at the end
@Joe, he found a better place to put our Wi-Fi router, and noticed that we had an older modem. Both led to improved broadband.
Joe Stanganelli
1/23/2016 12:03:14 PM User Rank Author
Re: when customer trying to save using know all relatives... it could cost more at the end
@Mike: Out of curiosity, where did he move the router from and to? Are you in a house or an apartment/condo? Did he move it simply to improve reach of the signal, or because of interference from neighbors?
(I'm curious because of my own issues.) Mike Robuck
1/23/2016 12:08:34 PM User Rank Author
Re: when customer trying to save using know all relatives... it could cost more at the end
We're in a single level house. We had both router and modem in a secondary living room at one end of the house. They're in a much more central location now. My father in law lives in a brick house, and he's tried repeaters, but his Wi-Fi still drops a lot from one floor to the next.
Joe Stanganelli
1/24/2016 1:19:55 PM User Rank Author
Re: when customer trying to save using know all relatives... it could cost more at the end
I know what you mean. At my parents' it can sometimes get temperamental simply from one end of the home to another. (And god forbid you attempt to use the cordless phone at the same time you need your Wi-Fi.)
 freehe
2/19/2016 11:36:19 AM User Rank Platinum
Re: when customer trying to save using know all relatives... it could cost more at the end
The problem is that walls, floors, furniture, mirrors and metal objects can cause Wi-Fi interference and signal degradation.
All Wi-Fi routers and other devices such as Bluetooth, cell phones, electronic devices, cordless phones, baby monitors, microwaves, and other Wi-Fi networks operate within the confines of the 802.11 standard and transmit at the 2.4GHz wavelength. This also causes interference and signal degradation. 1) You can increase your Wi-Fi strength with a range extender. Make sure the extender matches the frequency of your Wi-Fi box. Using a Wi-Fi protected setup is best. Look for extenders that show signal strength. 2) Change the channel. Set your router to channel 1, 6, or 11. 3) Move the router away from all 2.4GHz wavelength devices. 4) Ask your neighbors to change their Wi-Fi to another channel to reduce interference and signal degradation. 5) Install a second router as an access point to extend the Wi-Fi network's range. 6) Ensure your firmware and hardware are up-to-date. 7) Try positioning your Wi-Fi router in the center room of your home to maximize its radius. ms.akkineni
1/25/2016 2:03:08 PM User Rank Platinum
Re: when customer trying to save using know all relatives... it could cost more at the end
Often times it is a very similar experience for me at work. I get into a conference room WIFI drops, though on same level. It gets even worse when I go to a different floor.
batye
2/3/2016 1:59:26 PM User Rank Platinum
Re: when customer trying to save using know all relatives... it could cost more at the end
@ms.akkineni with WiFi it like a murphy law... when it should needed it - it never worked right ...
Mike Robuck
2/18/2016 10:59:29 AM User Rank Author
Re: when customer trying to save using know all relatives... it could cost more at the end
Please join Carl and myself for today's radio show that starts at 12 ET.
 mpouraryan
1/26/2016 1:39:14 PM User Rank Platinum
Re: when customer trying to save using know all relatives... it could cost more at the end
As I read through the contributions today, all I could note is "wow"!! The commitment to solve and to overcome is at the heart of living in the "new normal" that is the Virtual World.
I have adopted the mantra that Ben Franklin noted a long time ago: Any fool can criticize and complain and most fools do. As such, I have never been shaken by challenges before me especially in the Tech Space. As someone who has a Virtual Office, maintains a Virtual Network, is working on building a Virtual Community in addition to working on building out a "Smart Home", it is clearly a challenge to maintain "up time"--and it is critical to maintain up-time all the time. Here is what I have done while in my Virtual Network at home:
I created this strategy based on a number of challenges I ran across as I suffered downtime especially as I was On Virtual Sessions and had to restart my sessions--as late as this past Sunday. I also worked with AT&T to upgrade my infrastructure which helped immensely. I have also integrated an extended to ensure that the 100% up time is maintained consistently. As all agree when dealing with "fires" it is a constant struggle--but well worth it. Mike Robuck
1/20/2016 10:19:36 AM User Rank Author
customer service
We live in a rural area, which means we're on our fourth triple play service provider due to buyouts. We've had our fair share of bad customer service, but it was a nice change of pace to have a tech from a large cable company fix several issues that we weren't even aware of when he was here. He was cross-trained, so when he found a problem he fixed it instead of saying that another tech would need to come by.
Joe Stanganelli
1/22/2016 9:16:19 PM User Rank Author
Re: customer service
@Mike: Of course (and not to add cynicism to your experience; I'm sure the tech was being honest), what a terrific and easy way to "improve" the customer experience: make up an imaginary problem and tell customers they had this problem they didn't even know about but not to worry because you fixed it.
Not an honest (or entirely lawful, I suspect) way of doing business, but that's an easy way to put a good feeling in a customer's heart...until you're caught lying. batye
1/16/2016 1:00:17 AM User Rank Platinum
:) IT life in IT
@Mike Robuck, @Ariella, @Mitch Wagner - thank you for your reply's to my story... in Easter Europe a lot of things done via family members and in 1999 it was the way how everything was done in Russia... after 1998 russian financial crisis... big players spend money on lixury offices and renovation... but do not want to hire good IT pro's prefer giving jobs to they half brain relatives...I did help out my step brother to figure out the problem with important customers data server keep going off line during lunch and after lunch hours... as I could figure it and solve it at this time... but 17 year old kid - son of one of the Co. bosses, still keep working in as after hours admin for the new properly renovated Server Room with correct up to code wiring....
I do not want sound to political or e.t but when I do talk with my relatives in Russia via Skype - nothing did change in Russia in the way things done... it still who you know and what family you born into or marry into..., Education and hard work no longer counts... on the positive side - random Russians people no longer get shot on the streets like before during mafia wars - from 1989 to 2000... only danger if you member of oposition like Boris Nemtsov or true journalist like Anna Politkovskaya and others may God Bless they souls... https://en.wikipedia.org/wiki/List_of_journalists_killed_in_Russia the sad reality from what I did see in my youth day in Russia nothing change much... only they have new Czar for life - Mr. Putin... I travel and live in many places, but I do prefer North American/USA way of life... it not the perfect way... but in my humble opinion it a right way for me :) and my immediate family... :) :) :) it not my saying but I love the one of the Quotes from Rudyard Kipling : "LET it be clearly understood that the Russian is a delightful person till he tucks his shirt in. As an Oriental he is charming. It is only when he insists upon being treated as the most easterly of Western peoples, instead of the most westerly of Easterns, that he becomes a racial anomaly extremely difficult to handle. The host never knows which side of his nature is going to turn up next." same with my extended family and relatives this days :) I have to watch what I say... as in they mind Putin no longer power hungry, corrupt KGB officer, he is hero getting """"Russian land"""" back... FSB propoganda at work- lol... but it sad, sad reality...:(:(:( as in my eyes nothing did change from my last trip to Russia - 16 years ago... new generation of 17 year's old kid's - son's/daughter's of one of the Puting friends, managing Server Rooms and Corporations... thinking they saving big money... but at the end all Russian people pay... and due to the Global World/Global Economy we ending up paying too, what ever we like it or not... Sad reality - How I see it... I do hope I'm wrong with my bias point of view... but History will tell... Joe Stanganelli
1/16/2016 9:36:54 AM User Rank Author
BLOCK
I worked at a motel a couple of summers when I was in college. The motel was decidedly low-tech. Paper posterboards would be used as calendars/grids in place of a computer system. It actually was easier to work this way when checking on availability than with a computer system. Last names of customers would be written across the pertinent squares to indicate which rooms were booked when.
On anticipated busy weekends and dates (Memorial Day weekend, 4th of July weekend, etc.), it was standard practice for management to block one or two rooms and not book them, instead keeping them open until the very day, in case there was an emergency. (They could always rent the rooms on a walk-in.) The practice was to indicate a blocked room or blocked set of rooms by writing "BLOCK" in big capital letters across the grid blocks for the pertinent room and dates. And so it was one busy Saturday, after 4pm, when a couple came in looking for a room. It was after 4pm, so the owner took one look at the grid, saw "BLOCK," and said to unblock the room, as it was so late in the day. The couple was then booked into the room. A short while later, Mr. and Mrs. Block arrived for their reservation. ... It was a disaster. There were literally no rooms to give them. Calls were made all over the area to try to book a room for them at another hotel (and at our motel's expense). Mr. and Mrs. Block were livid. A room was finally found for them at another hotel, but they left our motel in a huff. Going forward, they went from writing "BLOCK" to writing "HOLD" on blocked-off rooms. I just hope a Mr. and Mrs. Hold didn't come in one busy weekend after I left.  vnewman
1/16/2016 11:12:42 PM User Rank Platinum
Re: BLOCK
@Joe. that is a fantastic story and I did not know where you were going with it first. That was definitely a bad stroke of luck. But your story reminds me about my early days in IT where my IT director had us use the Johnny Carson way of fielding help desk tickets. He used to work on the show and this is how Johnny would schedule his guests and content. He decided anytime a call came into the helpdesk he would write it on an index card, post it on a white board, give it to a tech who would visit the user then bring back the ticket to the desk when the task was completed. This is how we also did all of our project management index cards with every step of a software migration filling an entire conference room. For a tech department it was embarrassing super low tech!
Joe Stanganelli
1/17/2016 11:38:44 AM User Rank Author
Re: BLOCK
@vnewman: That doesn't sound so bad. It sounds very similar to a Scrum board, actually.
Sometimes low-tech works. K.I.S.S. vnewman
1/20/2016 7:44:49 PM User Rank Platinum
Re: BLOCK
@Joe - Oh don't get me wrong, it actually worked really well because the thing was you couldn't bring that index card back and get another one until that person was helped. So it was a truly "customer-experience" oriented way of doing things. But the users, on the other hand, expected high tech solutions from the IT dept so they kind of scoffed at the procedure.
Joe Stanganelli
1/22/2016 9:19:42 PM User Rank Author
Re: BLOCK
> But the users, on the other hand, expected high tech solutions from the IT dept so they kind of scoffed at the procedure.
Users are funny that way -- and easy to fool/have fun with if you're an IT person. Case in point: Google "Google Ultron."  anushav
1/20/2016 2:48:36 PM User Rank Steel
That continuous reboot issue
This happened in my previous life as a pre-sales engineer when I was working for a classic technology vendor. My department was called "customer experience" and we were focussed on doing just that! The customer was a well-known carrier in Canada who used our routers and firewalls in their datacenters for many years. They would promptly test our beta code as they were always looking for new features to deploy.
During the second round of a particular beta test, the network engineer at the carrier stumbled upon a continuous reboot issue. This is the ultimate error that you don't want your customers to see! At first it was panic (geek pun intended!), but thank God for small mercies - it was a trial lab with beta code and the SLAs were not as strict as tech support issues are in production. I quickly reproduced the issue with the customer configuration in my lab. The configuration CLI statements ran into pages and pages - about 50+ if you print them and 100+ if its single-side only, on A4 size paper! The next thing to do was to narrow down the root cause of the issue amidst the pages of config. What changed since round 1 of testing when the issue didn't happen? At what exact point is the reboot triggered? This involves debugging and poring over boot logs. Once the config that caused the issue is narrowed down, turning it off, resolved the issue. This may seem like a day in the life of a tech support engineer, but what was important is that you don't release "enterprise grade" beta software that reboots continuously when you just upgrade. Crashes , core dumps do happen but not when you just upgrade to the build! Though it was beta code, the customer was livid that the software passed through months of development/feature/performance/regression tests and landed in his hands in this state. So the reputation of the product was at stake. I saved the day by first admitting that it was a mistake. Then, i provided the quick workaround of turning off the buggy config statement, followed by a subsequent patch from engineering. Well, these are routine, but what made it a "winner", is when I brought in our test lead and explained our commitment to the software development process and how his issue was caused by a corner case, deprecated config which was unnecessary in his 100 page config. We also explained how we would avoid such mistakes going forward. Nevertheless, it was a bug and the config was removed in the patch. Taking the time to admit fault, provide the fix and explain how we would avoid it, restored faith in this long-term customer and saved the day. Mike Robuck
1/20/2016 6:10:46 PM User Rank Author
Re: That continuous reboot issue
"Taking the time to admit fault, provide the fix and explain how we would avoid it, restored faith in this long-term customer and saved the day." Pretty much sums up good customer service. Tattoos with the above quote will be required...
batye
1/22/2016 12:31:11 PM User Rank Platinum
Re: That continuous reboot issue
@Mike Robuck this day Co. must value they customers... but many Co. offer lips services instead of providing proper services... sad reality when Co. trying to save on customer support...
ms.akkineni
1/25/2016 10:45:21 AM User Rank Platinum
My Story with an Unwilling Customer.....
It was back in 2001 when I accepted a new position in NYC. Within several months I got into a new role to lead and manage a huge effort. The initiative was to migrate an existing finnacial application which had been in mainframe and to implement a brand new more robust web application. The challenge began. I was handed over a sheet of paper which had just three brief paragraphs. That is the only documentation that was available at the time. There was just one person who was supporting the application that time who unfortunately passed away with in couple of months. My only source was the business team where I can learn about the current system by analyzing their needs for a better potential new system. I developed a plan to have daily user meetings where i wanted to watch their daily operations and start documenting the process. I had to start with a manager on business side that leads the team who had been with the company for almost 25-30 years using that legendary MF system. In my first meeting with him, he told me on my face :There were many people who started just like this and they just gave up because this isn't easy. So be ready to follow the same path". I still remember how demotivating that first reaction was. I can't explain how extremely difficult it was to get any analysis or requirements work done just because of the fact that HE DIDN"T WANT A NEW SYSTEM. He would repeat that again and again. I didn't want to give up. I had to use all my tons of patience that I had reserved for my next two decades. I just had to have the preservance. I had to use lot of self motivation techniques. I continued with my meetings / documentation. The first turning point was when I called for a meeting with leadership team on both business and IT side. I got a chance to demonstrate my understanding of the system so far and objectives of potential new system with help of a proto type clearly highlighting merits of new system. I got a positive response which was kind of assurance for my initiative. But that didn't change anything with my unwilling stubborn customer. Knowing that he is the only one that has SME and always didn't want to share anything completely. I just continued all myefforts to work with him and get my job done. I had to mention that I often thought about escalating this but at the same time not to forget matters like these are pretty political at work places especially when you are dealing with business stake holders you being on IT side. Eventually I progressed with the system and delivered it. During the course of time, this person passed on a comment 'You have a patience like a saint'. I thought it rather was a complement. But I must say it was not just the patience as that alone wouldn't do much. When dealing with business teams you also have to have certain negotiation, withstanding, affirmative and preservance skills. You need to apply right one tactfully and get going. I strongly believe that is what did the trick for me. He was a very difficult customer and adamantly refused to understand how easier and efforless his future system would be as opposed to run his operations on batch mode. He was so afraid of loosing his power and as a matter of teh fact he always thought he would loose his job / position. He was so afraid of change without even understanding that this change will add efficiency for him. After the system went live this person resigned himself. But starngely he use to call his support staff to check how new system was working as he hardly believed that any new system will work better. It's been over a decade and I am not in that job any more. But I am aware that my little new system is still alive working fine over there. But that was a great experience in my earlier days of management experience. If i think about it today after 10+ years I surely think there could be couple of things that I must have done differently for more effectiveness but I surely did the best at the time I knew was the best of my knowledge. I always feel pride of the delivery of that system despite of challenges. ms.akkineni
1/25/2016 1:27:13 PM User Rank Platinum
Technology Hick Ups....
Couple months ago I had to deal with a missing production release of one of the IT projects that I have been managing. It was an interesting multi layer application which involved couple of different vendors that rendered their services related to their product(s) besides internal IT teams that support their respective technology areas, SharePoint being one of the popular area. Interestingly all deliverables were completed and required signoffs were completed as well. Things were pretty much set for release for a scheduled deployment with in one week. The following monday morning one of the tech teams called in for a meeting where they also included business stakeholders. There was no time for me to reach out to get an insight on the purpose of the meeting. In the meeting we found out that that specific team continued their test efforts and notified the whole team that they had observed some system exceptions, out of memory issues etc. Nothing to be surprised, confused business team made a call to hold off the production deployment. A bit more about the issue: In the application a business user would go to an administartive console where they review letters prior to approving them. One issue is a letter attachment wouldn't open only in a selective case / scenario. Even that is not very consistent behaviour. A second one is it takes very long time for letter preview to display. But it wouldn't time out, request comes back. Final one is timing out and throwing a memory exception. It had to do with bunch of PDF generator tools , multiple browsers, Sharepoint crawling issues etc. First two were kind of known and not very consistent and hence were conditionally signed off for release. Last one was the real issue that called off the release. There started my challenge to group / regroup the entire team (alost 15/20 heads from different area) for trouble shooting effort. I almost had to have these trouble shooting calls (for 2/3 hrs) for continuous 4/5 weeks. There was lot of coordination required as teams had to add traces all through the life cycle of a request start to end. Only to make it even challenging, these product support teams from external vendor teams had development teams offshore all over. So every small change had to go through many teams and we had to deal with lot of latencies due to time differences. During the trouble shooting we found out that the reason for 'Out Of Memory Exception' was due to an incorrect large size file used for testing by a speciifc technical team. That large file was meant for a batch process and hence was not able to process successfully when ran on demand. The other two were also trouble shooted and proper fix was applied either by changing configurations like heap sizes, sharepoint rendering timeout chnages etc. Following resolutions I had to convince the business stakeholder that there is no reason to be jeopardized about system crash or memory exception issues as that horrified them thinking that these issues may abruptly interrupt their BAU operations. But sure enough to say I was so embarassed as a front facing person to explain that it was technical team that used an incorret file and horrified the team by bringing up concerns with serious system issues. Business team was convinced and later in couple weeks the project was deployed and is now live in production with no issues. I come from a heavy technology background and understand challenges in each area very well. But I would like to highlight something interesting here. At this time we are more into shared services model. So there is lot of coordination between multiple teams. Often times there is not much visibility into each others areas. In this case here a developer placed bunch of test files in a shared location. A middle ware team resource picked up a file and started testing and dealing with issues. Then a Sharepoint resource comes on board from repository end. In between there is a product involved for administrative Console which is supported by external vendor support team. Certainly there are pros with shared services model but there are equally challenges when you have to deal with such challenging situations. Again that takes a lot of coordination, undersatnding of technology, ability to follow / question teams appropriately as opposed to just to listen to what is being told. In my experience my technology exposure and background always comes in handy for situations like these. rinkobc9
1/26/2016 10:19:24 AM User Rank Steel
Greatest CEM Challenge
CEM is by far the greatest challenge. This continues to be a challenge area for so many companies because it's not as simple as integrating cultural change. Where the challenge lies is getting all business units to embrace the customer and align business strategies to move into a customer service environment. My area decided to launch an enhanced, second-phase of work under CEM. We created a new CEM Steering Committee that provided leadership and strategic guidance year-round to prioritize efforts in areas of greatest potential impact. We reached out to the use of social media have had a significant effect on how companies communicate with customers. This helped increase CEM immensely. Our business is 50% more profitable today.
jleiser
1/26/2016 10:25:26 AM User Rank Steel
HTML5
Faced with a multitude of options for choosing a mobile enterprise application platform and disparate camps of developers for each, Xamarin/Windows/Android/IOS/Blackberry some cross platform, some not completely. By leveraging existing HTML5/Javascript talent and making use of the webservices alrady existing from web applications in addition to our MSDN licenses from Microsoft we chose Cordova / Phonegap with the Visual Studio Hybrid Application templates. We retaine existing staff and had no need to purchase any new licenses and continued to use our services and data layers and merely had to rewrite our UI which was able to be done platform agnostic so the same code ran on large screen computers, IPads , other tablets and smart phones from all vendors. No more IOS developers or Blackberry or Android code. Just HTML like it was desgned to be from the start 20 years ago. Finally, a solution that makes sense.
 martin.morgan@openet.com
1/26/2016 11:04:25 AM User Rank Author
Challenge of CEM
IVR + Scottish accent = unhappy customer
batye
2/18/2016 11:40:44 AM User Rank Platinum
link - http://www.telcotransformation.com/radio.asp?doc_id=720609
here is the link for 12:00 show if anyone getting lost
http://www.telcotransformation.com/radio.asp?doc_id=720609 - just copy and paste should be interesting hope to see new faces as after the show we will have interesting chat :) |
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