I still have lots of thoughts on the transparency discussion going on in my brain; eventually they will become a useful blog post.
However, I just thought I'd share briefly on why I go nuts sometimes...
So it's time for us to renew an SSL certificate. How do I find out? The email goes to my predecessor's email account.
But not to his name; that was to an old network engineer who left well over a year ago.
Okay; fine. I go to the link, try to renew, etc. I can't. I don't have the password for it, and it's not on my (10 page) password list.
Again, fine. I'll put in the email of the technical contact.
Doesn't work.
Try a different one.
Still doesn't work.
Try every possible permutation of every IT Director or Network Manager/Engineer and domain name. No luck.
Email customer service rep that I need help renewing, because I cannot get the website method to work.
What does he do?
Sends me the same $%^&* links, and says I have to renew that way. And you all wonder why I'm slightly nuts sometimes?
Tuesday, March 17, 2009
Why IT Goes Nuts Sometimes
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4 comments:
When you feel the stress of the situation, don't forget to take a deep breath... let it out... take another deep, deep breath, and then scream as loud as you can at the customer support person.
Trust me. You'll feel much better!
Jenn this affects not just IT, but lawyers too.
Before I left The Firm, I tried updating my accounts to a personal email address and home address. But a few fell through. One resource (that shall not be named) insisted I use my old email address to update my work email address. "But I don't work there anymore."
They fixed it after complaining on Twitter.
This happens anytime you take over for someone else or you are covering for someone else. Today I had one e-mail forwarded to me from my predecessor and another e-mail asking who was covering someone's absence. Of course the individual out clearly stated who was covering. Even internally personal changes don't get noticed. This just isn't a vendor issue. Good thing we have wide staircases that I can go run up and down.
This is a very unfortunate situation but happens when people leave and the person who is brought in is not fully briefed and systems are not set up correctly to help the person who has started! At least things should be getting better by now for you.
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