A Minor Milestone?

Today is my third anniversary. Yes, believe it or not, it has been exactly three years since I started work with my current employer. Three years is a significant milestone, particularly as being so young in my career, this is the longest period of time I have ever worked for the same employer. I better qualify that statement, I did also work for a well known multi-national with a red and yellow symbol (no, not that one.) for two and a half years but part time employment, doesn't count does it?

So much has happened in that time, that this weblog along with my personal blog have only been able to touch the surface on events. Particularly in the last few months when I have just not had the time to dedicate to long rambling entries as I perhaps could in the past. I have always tried to make this log as spontaneous as possible so it grows to become a natural history of my work history rather than a story written with heavy rose tinted spectacles.

I had an objective when I started this blog. It was to cover life at work. Or rather how I fill my time between 8am to 5.15pm most weekdays. With hindsight, I have spent more time discussing the highs and lows of the workplace life rather than the work itself. I suppose I am kidding myself really. I wish I worked at the BBC, so I could write amazing posts about technology, internal developments and life under the umbrella department called, "New Media". The truth is that the only publicity I do really well is my own. :)

Comic Book Heroes

Dilbert plays an important aspect of life at work. My manager would collect the comic on the back of Computing Magazine (and Computer Weekly) and occasionally find strips which related to all members of the one and only dream help desk support team. I need to dig them out and put them online for the world to see!

I was sent an e-mail to describe the 2nd Line Support guy, who left several months ago. He had created a dual monitor setup, thanks to a quad card and reusing an old support desktop machine (purely as a gateway to use remote desktop). We thought the following strip represented him perfectly, so I dropped him an e-mail. Particularly as he had done this all without the prior knowledge of our manager.

In return a few days later, my ex-colleague sent me an e-mail. However, instead of using the Dilbert mail facility, like I did, he sent me an e-mail directly to my work address. You might not know but I hate receiving personal e-mail on my work account. Particularly as I am sitting on MSN and can see any e-mails sent to Hotmail flash up, instantly! But before I head off into a rant, I will save that for a future post.

Yes, I agree that Dilbert describes my relationship with the internet very well. I would not say I am addicted, I just need to be online every single day. There have only been a handful of days this year when I have been unable to go online (when broadband was actually up and running). Twenty one days up to 6th June as I migrated from Orange to Sky (without the use of a MAC code!). I find it hard to recall the last time I went several days continuously without internet access. I struggle to even recall a day when I have not been online on my home computer.

For sentimental reasons, I kept hold of the magazines, now with the dream team, nothing more than a distant memory I thought it the ideal time to bring you all in on the joke. I scanned the strips in and have uploaded them over onto my FlickR account. However, there is a catch. Out of the three strips only two relate to members of the help desk. The wild card, relates to a individual featured in a post on this blog towards the latter half of last year. In fact, each strip itself relates to an entry on this blog. Shall I leave you to guess which each of them describes? In chronological order based on publication date.

Up All Night

It is 02:59am on Friday 12th October. I am still awake, working on a project with a deadline of tomorrow morning (or rather more accurately speaking, this morning). Is it not just wonderful how everything was required yesterday!

Back To The Day Job

I made a somewhat muted return to the helpdesk this morning. With Chris' departure last week, a colleague on holiday and a new system rollout, there was a shortage of numbers, so I offered to help out. It was strange being back on the phones, it was not as busy as I had been used to, plus was safe in the knowledge that an 8am start meant a 4.30pm finish.

My knowledge was limited on the new systems but I was quite happy to action, if not close all six calls I took in the morning. Would I be making a bold statement if I said I enjoyed it? I think because it was a change from my daily routine, I was back in a comfortable sofa chair and happy to do as I was told.

One of the tasks I used to hate, was having to contact all members of a team. Our manager would say, "Please contact everyone from the X team and ask them to do A,B and C!". While there were only about fifteen representatives to contact, it was not the ideal time of day, about 2pm. Most would be on their way home or already heading to the hotel, so my message would be meaningless. I raced through the list and contacted everyone, most I had to leave voicemails for. Those I did get hold of, were more than happy to comply with my request. The rest got back in touch over the course of the afternoon.

So much for a easy ride on my one day back. Apart from the mini crisis, there was not much I could not handle. However, I will be glad to be return to my normal job tomorrow.

End of the Dream Team

What is the difference between good managers and great managers? Great managers, such as Sir Alex and Arséne, build great teams and a host of silverware. They then dismantle and build new ones. Even José Mourinho, doesn't have the luxury of having that achievement on his CV.

As soon as you start working, you realise the importance of team work. I think however (with all things) you need to experience the bad to appreciate the good. The first team I worked in and made a success was at my local petrol station, at the tender age of sixteen. My first job, many weekends spent serving fuel and stacking shelves. Oh the memories of good times, fun and laughter. (I worked with a mixed bag of staff, including a Scotsman with an extremely dry sense of humour!) What made that team? Well there was three of us, Lynsey, Daniel and myself. There was just a balance, everyone knew what was expected and got on with it. There was zero conflict, we pulled for each other. Funny, it would take me five years before I would experience anything similar again.

In February 2005, I became the longest serving member of the helpdesk, my new manager had been there a matter of weeks. He began the rebuilding process, in a similar vain to the knighted Scotsman and studious Frenchmen. But obviously on a much smaller scale. First came the return of a temp. Then came the arrival of the big man.

In a strange twist, I was given the MSN address of the Everton fan by a colleague and began speaking to him on 16th May 2005. (Had to dig out my work backup DVD with all my MSN chat logs). It broke the ice well as he did not start for another 3 weeks exactly, on 6th June. His personal message was "Dion has a full time job!".

The final member of the team arrived just over a month later, in July. To begin with he cycled to the office as he was yet to pass his driving test. I remember going to collect him from reception, he had just cycled in the rain and had disappeared to to the toilet to dry down.

So there we are, the members of the dream team. Our greatest achievement? Taking the call queue from the dizzy heights of 400 plus down to 36 within a year or so. However, it was not just the blitz on calls in the Track-It, it was overall raising the bar of expectation of the helpdesk. We went through several changes, taking over the provision of IT support for our own members of staff. Building the Virtual Server, creating Ghost images of laptops, writing up procedures, getting involved in a rigorous testing process. I could go on, but I will finish here.

Easily the best team I worked with and will even go as far to say, it will be be a scenario never to be repeated again in my working life. We just clicked over the course of the first few weeks. We knew what was expected and we got on with it, even when times were tough, customers were annoyed and we had our adorable manager on our cases. I cannot paint a completely rosy picture, we made mistakes, we did stupid things but they were few and far between. The lasting memory, for me at least will forever be having fun.

I will find myself the last remaining member of above described team, come 9am, Monday 10th September. Chris handed in his notice last week and in doing so, brought an end to an era. I can quite confidently say that the helpdesk will never be the same again. However, Chris also knows that he will never work for an organisation like this ever again.

Hardware

I received my brand spanking new Dell Inspiron 640m laptop this afternoon. I had been waiting a while for the delivery but the actual upgrade itself came as a bit of a surprise. My previous laptop, a Dell Lattitude D610, was more than adequate for my needs but a new member of staff joining the company prompted the exchange. I am not complaining, anything but. I actually built and imaged the new laptop myself, while also getting the D610 ready for my colleague. There are few companies where I would be taking on such a technical task. It should (and in most cases would) have been done by the helpdesk. The most ironic thing was I was imaging the laptop, with an image I created, just over a year ago.

Blogging on this log has become very difficult recently. The reasons are two fold, firstly my job is not ideal blogging material and secondly I just do not have the same time to dedicate to a secondary blog. I am in two minds as to whether to continue or put this blog finally to sleep. Over the past few years, it has been a great place to dump my thoughts on work and chart my progress. However, now my personal blog over at T3G:2 takes up the majority of my time. I am sure there is space for a work log in my online portfolio but I think I need to careful consider it's purpose, the mission statement if you will. For the time being, the blog remains, while I consider the options.

The Perfect Commute

I may be only a few years into my working life, but I already know the importance o the daily commute. Over the space of a few years I went from one extreme to another. Sit back, relax and let me explain. When I was on placement from summer 2002 to the following summer, I clocked up on average 600 miles a week. That is right, nearly fours hours of driving every day. I suppose, as it what was a year, it was acceptable and I had to just grin and bear it. My colleagues would comment that it must be soul destroying. My reply would be that it is in face character building. Then in June 2004, I started my first 'proper' job after University. The commuting time had not changed, just the journey. I now how to catch a bus into the town centre, then walk to the rail way station, catch a train into Marylebone. Then jump on two tube trains to the office. I would leave the house at 6am and return nearly 8pm that evening. Not much of a life, really.

Fast forward to December 2004, when I was only a month into this blog I had the perfect commute. My office is seven miles from my house, down a main dual carriageway and then around a few country roads and I am at work. The journey in ideal circumstances should take ten minutes. In fact, on 25th July 2005, I set a world record of ten minutes exactly. I know what you are thinking, as I live so close to work, I would make the most of it. Get up at 8am, perhaps even 8.15am and leisurely make my way into the office. Nothing could be further from the truth, if I fell into that trap, I would slowly become so complacent that I would get up as late as possible to be in work, just in time. Instead, I opt to get up early and be in the office early.

However the dream of the perfect drive was broken by the powers that be. Mainly the Highways Agency and local district council. Work began on the proposed expansion of the Handycross Roundabout in October 2005 and was due to finish in December 2006. I was not confident that the work would be completed in time and opted to avoid the junction completely as much as was humanly possible. My drive home would take me under the by-pass, over Marlow Bridge and through the village and over the M40. This added on average twenty minutes to my journey time. I longed for the work to be complete so I could return to my preferred route.

As Pav dropped me off home Monday lunchtime, I noticed a new sign on the by-pass regarding the exit for the M40. Could it be open? As we drove the half mile up the road, I could see the new filter lane was open. Fantastic! It was only five months late but I could once again begin using the by-pass for my journey home. It was quite a revelation and I looked forward to care free journeys home. Even though I was in the family 307 and not my beloved A3, I got home with no problems. Perhaps this was not the best day to judge. The evening after a Bank Holiday Weekend, there was absolutely no traffic up to the Handycross Junction, I literally sailed home. Brilliant. Amazing what the difference one filter lane can make. Thankfully it will also stop complete idiots stopping in my lane when they realise they should be out to the right to get onto the M40 northbound.

Business As Usual?

Should I keep this blog running? My role has changed and I very much doubt there will be any more interesting entertaining stories to post. Plus there is also the Google affect. I am sure in the coming few months as I am introduced to my client portfolio, some of them will be brave enough to enter my name into the mother of all search engines, out of sheer curiosity. They may be bombarded with so many results that they close down their web browser in astonishment. Or they some may go the other way and actually bookmark both my websites and regularly check out my antics during those rock and roll weekends. (I can hear the guitar solo intro to Crazy Crazy Nights in the background!)

I think I may keep the blog running but stop posting as regularly as I have in the past. I feel it would be foolish to force myself to blog bi-monthly as I have been doing to date. Things will have to adjust. I would love to hear your thoughts, although I doubt that many people will actually get around to reading this post.

781 Days

I had waited just over two years for this day. Perhaps in reality, considering the bigger picture, I had waited all my life. However, this perhaps is not the moment to reflect on life changing significance of my short career (so far). Instead let me try and explain what has happened. I have moved on and away. Although only a few metres away physically. What am I talking about? Have I taken some drugs? I have been promoted away from the help desk. I no longer am at the beck and call of over one thousand customers dialing a free phone number.

They say a support technician has a shelf life of between eighteen to twenty four months. This was the figure banded around at job interviews I attended in the city, some three years ago. To be honest, the job was coming to the point of making me feel demotivated. Same people, same old issues. No real challenge left. Sure, day to day could be entertaining, but I felt myself on an never ending treadmill. After one project was completed, another would come along and I was making no progress. Life was becoming very monotonous. Then, like a ray of light, an opportunity came to surface. Was I being head hunted? Were my true talents wasted on the help desk? No disrespect to my colleagues (whom I am sure will be one the few people to read this). I needed to a role which gave me change to grow and develop not only as an employee but a person. I will consider the help desk, my probation period.

So when the opportunity was discussed with me, I decided I needed time. I needed time to consider my options, weight up the pros and cons. After careful consideration I took it with open arms but perhaps somewhat closed eyes. Sure it is a leap of faith for both parties, taking me out of my comfort zone. However, ultimately it is a step in the right direction. The beauty for working for a small company soon become apparent. Plus, if I want to get back into something more meaty and technical I am sure I would be catered for.

The best aspect of my move has to be the freedom. This week, around 3.30pm - 4pm, the help desk gets busy and I do not have to worry about picking up the phone. A strange culture shock for me, considering I have a nature which has to be kept busy. I am sure I will get used to it? Oh I suppose you want to know my new top title. Well it came in three (as all good news does). First option was Sales Force Effectiveness Analyst, closely followed by Business Information Analyst (which I personally prefer ed) only for the MD to make a minor adjustment to Business Intelligence Analyst. Who I am to argue with the man who signs all the cheques!

Office Upgrade

Working in IT, but also having computing, gadgets and most geeky things as a hobby means you are bang up to date with all the latest changes in technology and software. If I do not know something, then a friend will know or there is always the power of the web. This afternoon, I had my MD (of all people) showing me the intuitive features of Office 2007, specifically PowerPoint. Unfortunately only my manager has been truly been able to benchmark the productivity suite. I am just far too busy to be undertaking projects of such astronomical significance for the company IT policy. I am much more useful answering the telephone. Anyway, this topic got me thinking about my own personal upgrade policy, in reflection to a small/medium business considering the expense of migrating to the next version of the Microsoft package.

When I first got into computing, now some fifteen years ago, I always wanted the latest software. Even though my 386SX could only handle a certain amount of software available at the time. I would hate to try and explain to the kids of today, the numbers game back then. Hard drives were around 40MB in size, if you were lucky. Memory rarely went over double figures and if it did, anything above and beyond 640kbtyes was considered Extended Memory. Software? Well back in those a mouse was a luxury, not a bog standard requirement and you had to use the text based command line interpreter in the form of MS-DOS. Windows was around but if you saw a screen from Windows 3.0 or even 3.11, you would be shocked. Moving on, let me get to the point. The power of my machine limited my option on most software upgrades but I would try most things anyways and lost count of the number of times I had to format and reinstall Windows 3.x. When my built my second machine I became more realistic. Opting to stick with Windows 3.11 and do a manual upgrade to Windows 95 later. Yet I still would download and install absolute crap of the Internet (dial up at the time, remember those dark days people?). I even recall downloading and applying a X-Files Desktop Theme. Those were the days, even though I was not a big fan of the show and perhaps only watched a handful of episodes and never got around to watching the movie.

In recent years I have calmed down dramatically. I am much more fussy, actually that is the wrong word, much more particular when it comes to software and particularly upgrades. I only upgraded to XP in June 2003, nearly four years since it had be released to a mouthwatering public. I was so happy with Windows 98SE. It was stable, all my software worked, I could do everything I possibly wanted and even though I knew my Mesh was more than capable of running XP, I just did not want the hassle of moving across. I did eventually but it was a planned migration and not a shot in the dark.

The moral of the story is this. There will always be people that must have the latest everything, and that includes software (even more so if it comes from Redmond). I prefer to test out the software on a test machine and discover all the whether the software works for me, what features are useful, which features are down right problematic and how to disable them. The problem with Office 2007 and many other software applications, is that they have very much become the facto standard. Something tells me we will be spending the ten grand on the licensing upgrade. After all, most of our clients and partners will be doing the very soon in the coming months.

D'oh!

It has become part of Christmas tradition, like the fake tree and tinsel. The annual secret Santa gift exchange. The benefit of working for a small firm means you can quite easily find out who got your mystery gift (well maybe sometimes). Somehow the thought of having such a ritual at my previous workplace just seems unthinkable with a total seven hundred employees with around fifty just in the IT department. At a medium size firm I worked for prior to my job in the capital, I was actually excluded from the secret Santa due my gender. Yes, it was females only. Which considering it was 2002, was down right sexist if you ask me! However I only briefly flirted with any thought of bringing case of sex discrimination to the tribunal.

Last year, you might recall, I received a book and over twelve months later have still to discover the name of the sender. Although I have a few ideas, I was never provided with any evidence to confirm my hunches. This year I received a true novelty item. A gem! Just a shame I will never use it as it was intended. In fact, I very much doubt I will use it at all.

Firstly I would never place anything like this on my dashboard. You know me, I am a minimalist. My car only carries what it needs to. I can recall when, soon after passing my test that I would spend fifteen minutes clearing out my Mum's mini with all the clutter before driving off anywhere. So, a big thank you to one of my work colleagues for getting me this but it will now just proudly sit in one of the cupboards in my room. Guarding my CD collection from my sisters' prying eyes.

The Perfect Office Day

The title of this post perhaps surprises you. How on earth, could I, ever have a perfect day in the office. Well it happened today. I suppose I should start with the background. Today is referred to as Black Tuesday, the first working day back after the Christmas break and the Samaritans receive a peak number of calls and solicitors proceed with a record number of divorces. However, I was the complete opposite in terms of emotions today. Okay, I admit I was not looking forward to going into work. I expected a stream of voicemails, e-mails and other 'stuff' to action but there was nothing. Well nothing major. I was surprised. Usually after a prolonged break, the helpdesk usually has at least a few voicemails. We had e-mails but most of them were quite simple first time fixes. It was strange, surreal. Perhaps not everyone had returned and the real work would kick in on Monday 8th.

It would take some time to acclimatize back into the routine of work. However the company within the office, while somewhat sparse, did provide a great antidote after the festivities. My manager was particularly on form and kept the moral up, when at times all motivation was lost. There were many stories I could write up, but most would fit into the category of "You Had To Be There". However, let me have a go with this example. A field manager, in the office for a meeting, saw a photograph on my colleague's monitor and said out loud to the IT Team Leader, "Isn't that against company policy?" The reply, killed me, "I wouldn't know, different company". It was true, even though they were sitting together, they worked for two completely different companies. However, I only came to appreciate my day when I arrived into Marylebone station. Walking onto the main concourse, I came up against a hoard of people, just milling around. It was rush hour and they all had their eyes glued to the electronic red departure screen. In an ironic twist, I my mp3 player had randomly selected Patience from the 90s boy band, Take That. How apt! As I jumped down the escalator heading to the Bakerloo Line I had another picture ahead of me. At the bottom was yet another scrum for the escalator heading up. As I walked by, with a gleaming smile, I thought how great it was that "I don't have to do that anymore!". Then again, it has been over two years since I worked in the City. Thank God those days are behind me. Even if I miss the treat of a Chocolate Milkshake from the coffee stand every Friday evening.