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Why should you hire me?
Transcript of Why should you hire me?
MAD CUSTOMERS!! ...who could not connect to the service. My job was to calm them down and solve the problem if I could. This usually involved changing modem strings. AT&FE1Q0V1X4&C1&D2 Modem String! I wasn’t at Prodigy for very long before I moved on to Iomega but Prodigy was the first step in my computer support career path. At Iomega I started as an inbound help desk support technician. The first product I supported was the Zip drive. These things were a support nightmare. Because it used the parallel port (printer port) it conflicted with everything else that used that port and most of the time the drive would not work. Customers called and waited on hold for hours (not joking) and then got a support person who told them a few things to try and to call back if the issue wasn't resolved. By the time they reached me... It rarely solved the problem. Then the customer called back, waited in the phone queue for hours, got another support person, who may or may not, have been able to help them. Still not to scale! ...very, very angry was an understatement!! Fortunately for them, they finally did get to me... to solve all their problems! Well, all their computer problems. Ok, I’m going to fix the Zip drive... ...maybe. Hey, if it's dead, it's dead. One thing I learned early on, stay on the phone until the problem is fixed or resolved to the customer's satisfaction, if possible. Often, in tech support you need to get to the lowest common denominator, or in this case the minimal operating conditions, in which the device will work to make sure it's not conflicting with other devices or drivers. In this case DOS was that operating system. If you’re too young to know what DOS is, it stands for Disk Operating System and was the foundation for the Windows operating system you use today, you young whippersnapper! I can’t tell you how many people yelled with excitement when I got their drive to work in DOS. They were so happy! It was the first time they saw any life out of their investment. In fact, I have a couple of letters from customers expressing how happy they were with my technical skills and problem resolution. It wasn’t long before I was made a trainer for new support staff. I was able to pass on my troubleshooting skills to new employees. Later I was promoted to corporate and government support for the Bernoulli drive. I was the department head for Bernoulli support!! The fact I was the only one in the department changed nothing! I was still in charge! The Bernoulli drive uses a SCSI interface which has a completely different technology from the ZIP and Jazz drives I supported before. But I picked up the concepts of SCSI quickly. Things like how many devices can be on a single SCSI chain, how and where termination works, and so on. While this was a lonely position, it was an important one because it was for large corporations and government entities.
But, I needed more. I asked for, and was given the position of a trainer for OEM support centers. Corporations like Dell and Gateway to name drop a couple. I was now a high flying man of action! Not even close to scale!! No really, I would fly around the country and teach other corporate support members how to troubleshoot and fix various Iomega products. But this only lasted a few months and I found myself being promoted again. Oh, I also co-authored the ATAPI Zip drive technical training manual. This manual was used to train our own staff on the ATAPI Zip drive. Just a little something I did on the side! Having been promoted again, my last position with Iomega was as a Usability Support Engineer. I was responsible for a test lab of approximately 15 computers of all different makes and models. The lab was used to do usability studies of the various Iomega products, most of which had not yet come to market. My job was to setup the computers to function in such a way as to cause a known conflict with the device(s) we were testing. We brought in ordinary people and gave them each one of the products we were testing to see if they could install, configure, update, and (most importantly) use the product. All they had were the instructions that came in the box. If they could solve the problems using the instructions, and ultimately get the device to work, then we were almost done. If not, I wrote suggestions on how to fix the documentation and/or change the device itself to make it work correctly.
After each test session I would reset or fixed the computers back to working order. But my time at Iomega was about to come to an end. You see, I had already survived several RIFS and I knew it was only a matter of time before I got mine. Iomega was losing people by the hundreds each time they had a RIF. So I started my own business while working at Iomega and when that final axe came down, I was ready. Me Now!! T3 Internet Services was my baby. It was a nationwide ISP offering dial-up Internet service and the customary services that went along with it, such as email and web hosting. The business plan was simple, keep everything virtual. To the customer, T3 had everything every other ISP had. When in reality, we had none of it. While I had been in other management positions in the past, it was T3 that really pushed my management skills. As the Senior Manager, I spent much of my time on the phone with my customers taking basic support calls. Running a business is far more involved than what can be included here or on a resume, but I can say I learned a lot. But alas, dial-up was dying and so was my business. So I moved on. At Sabioso I had the title of Systems Engineer. Really.... Systems Engineer. I don’t know anything about SQL or any other programing language but a Systems Engineer I was. In reality I was a database admin and help desk support. Unfortunately it didn’t really challenge me very much, nor did it utilize my skills in hardware support, networking, or management. But it paid pretty well. The position at Sabioso ended because the company lost the government contract and all the employees were let go. I have gone back to school to get some of those pieces of paper that employers really seem to like. Ya know, things like degrees and training certifications. I am now certified in Comptia A+, Network+ and Security+. In all seriousness, I do believe I have the skill set to do a great job for you. I have used, worked with, and repaired computers most of my adult life. I have almost 20 years in help desk type of support, both over the phone and in person. I have the ability to take a complex situation and explain it in a simple, real world example. I don’t just fix the customer's problem, I explain to them how the problem occurred and how they can prevent it from occurring again. I’ve been the grunt and I’ve been the boss and everything in between. While money is important, job satisfaction is more important. I hope you enjoyed this look into my life and I look forward to hearing what you think. You pushed the button again? That means you must want MORE!! Well, your just going to have to send me that job offer then!! Being a poor teen ... I discovered I could keep the game I rented by simply copying the cassette from one tape to another tape using a simple tape recorder and a microphone. I played the tapes, it made its tones through the speakers, I used the microphone to record the tones, then played the copied tapes on the Atari. Not me, but close enough. So then, it was simply a matter of figuring out what was causing the conflict. I went through with the customer removing printers, drivers, or anything else that may have been an issue and then came to a resolution. The bottom line, I would stay with the customer until the problem was resolved. We contracted with several national internet backbone providers to resell their dial-up service under the T3 name. Email, web hosting, and billing services were contracted out to a local provider. I was able to successfully negotiate large contacts, (well large to me) manage employees, balance the books and keep the customers happy. Not to mention that at T3's high point, I had two dozen resellers under T3 selling ISP services to their customers. I would also dealt with the more advanced issues that my employees were unable to resolve. Many issues involve email settings (POP3 and SMTP), web mail settings, and basic dial-up settings. Not to scale in lots of areas. Not only on what to do... ...but what not to do! Do I know everything, no. Can I learn what is needed, absolutely! I educate the user! I have wisdom and maturity. Does that 20 something you're considering have that? If for no other reason than to see what I look like. Have a good day! Thank you for considering me. 5 to 10 minutes Close to scale. Most days were spent answering emails and support calls. You wish I looked like this! I also provided training for anyone who needed it. This included both military and civilian personnel. Some of these folks were very computer challenged. Not too long after I left Sabioso, I signed on with Digital Defenders.
As a consultent with Digital Defenders I provide a wide range of support and service for a variety of PC computer products and Android phone related issues. Every day offers something a little different.
One day I may be working on a sick PC. The next I may be setting up a network. Or trying to figure out why an Android Tablet will not boot. Every once in a while I may find myself working on a software problem or a system I have no clue how to fix. So, I have to do research to find and solve the problem. Whatever the day may bring, I do my very best to make sure the client is satisfied with the results.