Backup & Restore

The title to this entry, sums up my life in the work place at the moment. I make a backup of a database, I restore a backup of a database, my colleagues work on it, carry out testing and then the circle starts again. Suppose it is to be expected as part of the landscape as I slowly take over more 2nd line responsibilities. Although I find myself stuck between a rock and hard place. While I am keen to spend less time answering the phone, dealing with simple 'first time fix' issues, there is a fear of the complex and critical problems which have system wide ramifications. The honeymoon is over, from here on in it will be a long hard struggle to the top of the mountain and I may not like some of the experiences along the way. Gone are the days of closing calls for fun and getting crazy statistics. Although I must admit I have an able (and sometimes willing) teacher who will do his best to bestow all his worldly knowledge onto his apprentice. Yet I find my confidence lacking, when my cursor is hovering over an execute icon, while connected live to a client server. Is it just me, but could this one click turn me from hero to villain in the time it takes for the DTS package to run!

Our Exchange server was upgraded last weekend, so we arrived in the office on Monday morning to discover e-mail still down due to numerous teething problems. For the next few hours, something strange happened. It was as if the clocks were running slow. E-mail has become the life blood of any modern business. Life grinds to a halt, with your outbox full of messages to be sent and you can only partly action support messages that have come in over the course of the weekend. Just imagine if I worked in academia and had to deal with a constant influx of pointless messages from students that missed a lecture. What we need is a strategy for dealing with e-mail, a company policy if you will. Some say that if an e-mail is important, the sender will either call you if you don't reply or send the original e-mail again, with some words such as, 'Has this been actioned?'. Personally I think my e-mail etiquette is quite good, I have only a few subfolders and tend to action as much as I can and delete all the joke, spam and unnecessary FYI e-mails. One of my constant irritations is someone who uses the subject heading for their whole message, believing that the recipients (usually the whole company) will not go as far as to read the full message by opening the e-mail. Although I think I could improve my use of e-mail in the workplace. As in life generally I tend to hoard messages and although use an archive pst. I have been warned by IT for not keeping the size of my mailbox down. Although archiving mail does come with several problems, particularly when you want to get to a specific e-mail from a specific date. I have three CD-Roms full with PST files from my last two work places and tend to keep copies of all my e-mails, just for my records. Why? I don't really know. Maybe years in the future, I can come back and laugh at that silly joke e-mail that went around the office in April 2003. Perhaps someone knows the best strategy for dealing with e-mail, it will be greatly appreciated. I will however, not expect the answer of deleting everything once it been actioned. There must be a a better option than that simple methodical approach.

That Time of the Month?

The morning had hardly began, when my manager looked over at me with a thumbs up and said, 'Well done?'. Not knowing what he was referring to, I did not have time to check my mail as he had asked. I was busy, trying to manually uninstall an old version of Cisco VPN from a colleagues Dell laptop. Then install the latest edition of our own home cooked brew VPN. It was clearly evident that what this laptop needed was a re-image, or better still sent to that small place way up above. Nevertheless I battled on against, the Symantec firewall, broken network port and crazy software installation, to get it eventually up and running. I had tried to quickly sneak a peek at my Outlook Inbox but couldn't see anything new. My desktop machine was playing up and as stubborn as I am, have refused to rebuild it. Even with three of my colleagues commanding me, pleading with me to do so. Then I saw the message from the Marketing Assistant. Perhaps this was the perfect way to end some thirteen months with the company. (I make it sound like I'm leaving next week, which of course, is not the case) For me personally, this is a great accolade as appreciation for my achievements and contribution, not only to the team but the company as a whole. Yet, I felt it unnecessary to make a big song and dance about it. The announcement would not be made public knowledge until perhaps early next week, so I had some time to reflect and choose my prize.

It may be an American import, but I think more and more companies are taking the time to recognise and reward their people. Long gone are the days when it was only the prepubescent teenager (yet to start shaving) working at a well known fast food establishment, with his cheesy grin in a photograph on the wall. Although looking at the funny side, you need to consider some of the dreadful employee evaluations (they are all true, honest!) and of course a fantastic collection of cartoons. Although I very much doubt I will be raised (physically) onto a pedestal, with the a member of management, coming around and throwing posies at me. Later this afternoon, I received congratulatory follow up e-mails from the Operations Director and then the Managing Director. Sure enough, as a Spurs fan, he couldn't resist dropping some Sol Campbell note as a post script. Tottenham fans, just don't know when to give it a rest. Taking stock of the day, as I left the building to go home, I realised that I am happy here. Unlike in my previous job in the city, when I was running to lifts to escape jail as quickly as possible. Sure enough, working in London was a great buzz, and a fantastic experience, but it was never going to be easy ride with an almost two hour commute (each way). Here I have made friends, learnt a few things (inbetween answering the phone), the luxury of a seven mile, fifteen minute journey and perhaps most importantly developed as a person. What does the future hold? I seriously do not know. Perhaps difficult for me to comprehend, for a person known to be such a control freak! Consider the picture from a year ago, when I was seriously looking for the exit. Just as my manager and colleague before me had done. How things change. No, let me re-evaluate that comment. How people change things for the better. Perhaps finally with this entry I have qualified the quote over on the top right.

And finally, in more important news, the call queue has hit the new record breaking barrier of 41 (as of 6pm tonight) and a few more closures will mean the treat of Subway for the whole support team. Even I never thought I would see the call queue so small, when it was at the dizzy heights of 450, in the middle of last year. Perhaps tomorrow a double celebration. Although of course, we are fully focused to not to let the impossible dream, become a grim reality.

Impossible Dream

From time to time, my role changes from dealing with support issues on the helpdesk. I am currently involved in the release of a brand new product to a client. I use the word 'involved' very loosely for I am not hands on occupied with the technicalities, but more a backseat support / training role from the end user perceptive. Nevertheless, an exciting time in the office (as must be any new product launch). Even new product is not a precise definition. The software release is actually just the complimentary handheld version of our V3 Windows edition. Based on the SQL CE engine, the release is a breakthrough from our original handheld solution based on the now legacy Pocket Access. By removing the laptop connection completely from the equation, you have a completely independent device and all the power in the palm of your hand. The latest PDA devices with a range of wireless connections will be able to communicate directly to the SQL server, which alone is quite revolutionary. The user interface has also been vastly tweaked to make searching and recording calls a breeze. This is a leap forward not only our product but our company. Expect an exciting few months ahead as we roll out this product and begin offering the option to our existing (and every expanding) client base.

Quite certain I have mentioned this before, but in any case, let me once again cover the topic of the impossible dream. A dream of a member of the management team, that he has been put on this planet to create the perfect piece of software. Well, it would be unfair to give him all the credit, I think he believes that his development team have the task of making us, support guys unemployable (or at the very least redundant). My belief is that this will never happen. Even if the software was without any holes, bugs, faults, crashes and runtime errors, an end user would still want to speak to someone on the end of the phone. Love it or hate it, you need technical support in some shape or form. What I find astonishing is to find companies out there called Perfect Software? I mean, talk about shooting yourself in the foot! Did they not learn anything from the Master? Perhaps the closes example we have of software that does the job which is bug free and life critical is the space shuttle. Something tells me that our development budget is modest in comparison to NASA. Perhaps what is required is a change in attitude rather than company procedures. Yet, even if you crack the code to produce the holy grail of CRM software, you will always come up against a brick wall. Those beautiful, wonderful always unique end users!

While I may be well settled in my current there is never a bad to update the CV. Sure enough it has been offline from this website since August and I really need to get my act together to put it back live. Perhaps I seriously need to look at some of the key words used and replace them with something that will not hurt my career prospects. Considering the above, if I do suddenly find myself with a product that can support itself I will need to find another position quickly. It might even mean venturing back into the City. How I have enjoyed the bliss of fourteen mile round trip commute.

Jump Ship

People will always have their reasons for leaving a company. Sometimes, you could not care less and are quite happy to push them out door and wave goodbye, sarcastically from the car park. Yet, with certain special individuals, it is a major loss to see them depart for waters or in this case continents new. Of course, in any work place, you must keep some level of equilibrium and not have favourite employees / colleagues. Can I push my neck out and state, that they were one of the more approachable members of the development team? I've said it now. If it is politically incorrect, tough.

Something he said in his leaving speech, made me think. The first few months where a nightmare. I can agree with that, but like me, he had taken the decision to stay and it was worthwhile, in the end. Three years is perhaps an admirably length of service, particularly considering the constant changes in the bespoke software industry. Nothing ever stands still for long, particularly in the technology sector. Everyone must have a self-determined shelf life before they decide they need a new challenge, a change of scenery or just deal with something different instead of the same old issues, with the same old people. My personal opinion is always leave knowing that you made a noticeable difference of great benefit across the company and they are duly noted and appreciated. Was the work by my colleague seen in this light? Of course, not only this, but he got a big group of girls from the other side of the site to come over and wish him goodbye. Indeed, I would describe him nothing more than friendly, courteous, consistently helpful and always wearing a broad smile. He will be missed in our office, if not just for his work input but his entertaining and at times charming nature.

Booked my appraisal with my Manager for 15th February. This is the first official appraisal of my professional life. I will not include the appraisal I had in March 2003, back when I was on industrial placement, I am sure that was a walk in the park compared to some of the questions I will face next month. Preparation is the key to success, so expect me to providing as much documentary evidence to substantiate my case. Then again, should not my work on the helpdesk speak for itself along with the statistics and surveys? Personally I am looking forward to the opportunity to formally reflect on the last fourteen months and look toward the future.

Sick and Tired

A new year begins, a fresh start, a new chapter, a blank canvas. So how shall 2006 begin? In need of some inspiration, I looked back at my entry from January 2005. Strange how, twelve months on, the words on the screen paint so well the picture of a young man wanting to impress in his new role. Little did I know some of the challenges that lay ahead, a few months after I wrote those words. So, how do I feel, knowing what I know now? I am glad I took the decision to hang on in there and see the light at the end of the tunnel. My original manager, whom I should be thankful for actually recruiting me, would often comment, that things will get better. While they may not have stuck around to see the change, I kept the faith. The belief that things would improve and that this job would become much more important than answering the phone. To date, this blog has focused on where I was heading, now a year on, I can change direction (if only a gentle step, rather than leap). Concentrating on the here and now will mean I get a clear picture of what potential opportunities lay ahead.

January is a month we put off to the back of our minds. Letting the festivities of Christmas drown any conscious knowledge of the work that waits for us, silently in the office on our return. No wonder, 1970s Scottish pop band, Pilot dedicated a number one hit single to the first month of the year. The return to work, as expected as been, how do I put this, uncomfortable. (Even for a model employee like myself). Although I suppose having something to fill in the space between weekends is useful. In all honesty it has not been busy these past few days, I expect the phones to melt from Monday onwards. Shame, I just roped myself into a two day client visit in Central London, is it not?

Talking of the future, did you see Newsnight last night? They have a feature for the next few days, so the title is slightly misleading. Geek Week, celebrating twenty five years since the ZX81 the reports look at the future and how technology will indeed, continue to transform our lives. The inspiration was that on the other side of the pond, people have the determination to chase a dream alone, knowing all to well the bridge between success and failure. Particularly in the IT sector when a slight error can make all the difference. Think this not Revenge Of The Nerds but the invasion of the geeks. Yes, take note, the girls are coming to a work place near you.

A special note to Carmen. No, not that Carmen, or that Carmen. But this up and coming Carmen. Please come to me to have your website designed, the current effort just does not do you or your music justice. Note to webmaster, never use DM templates for your professional work!

Robots In Disguise

My nickname on the helpdesk is 'robot'. This was coined by manager, although he will never confess to doing so. Over the course of the year, it has just stuck. The origins of this are based not only on my uncanny ability to not take any of my annual leave allowance. (Well technically that is a lie, I took 1.5 days of the 24 available.) But more so on my religious conviction to take my lunch at 1pm sharp, and have my Ribena and cheese sandwich. Sure, it may somehow have been missed from the discussion so far, but I am a creature of deep rooted routine and habit. Nevertheless, there is a twist in our tale. In time honoured tradition, we were informed of the annual secret Santa. Sure enough, I signed up, hoping it would give me the chance to have to be imaginatively with my gift selection. To get back to the point, this is not about me. Well actually it is. Never mind. During out Christmas lunch meal on Wednesday, at a local restaurant and bar, I was handed my gift. It was a quite a large package, which deceived me to begin with. Beforehand, I had assumed we had to wait for the big day, but I was then duly given permission to unwrap the present. There was a big box of chocolates, a selection. Then I noticed another something in the bottom, it was rectangular and black. It was a book. Sure enough, someone somewhere had picked up on this nickname and turned into a joke. Funny, although one of my colleagues considers the name quite rude and nasty, I am indifferent. I personally do not care and let these kind of things go over my head.

Then again, perhaps I am part of the first wave of the invasion. If that is the case, would not Santa have been better off sending a copy with the rest of my colleagues so they know which signs to look out for. I will be reading the book, page by page, chapter by chapter and making changes to my behaviour to make sure I am not detected any further. (I also need to discover the identity of my secret Santa, which shouldn't be too difficult...) First step, stop drinking Ribena at lunchtime and take some holiday! When will the Transformers movie coming out? If I would ever consider myself a robot (in some strange parallel universe) it could only be Optimus Prime. How I miss my childhood!

Some Breathing Space

I already had this entire entry pre-planned in my mind before I loaded up my account on Blogger. Just a few minutes ago, I read the daily cartoon over at Doug. Classic, but such a shame it could only apply to me in an alternative universe (where I don't have internet access or it just does not exist!). It got me thinking that all anyone needs to know is my full name. They can simply Google It (image of cheesy 80s thumbs up!). Recently this phrase, has become the mantra of the helpdesk, to the extent that even other platforms are converting. One of my colleagues mentioned to my manager that when you put Andrew's name into the search engine giant, hundreds of results are generated. My manager, not being one to take the word of a subordinate, went to try this out for himself and was surprised to discover it the gospel truth. Although the total number of results generated is 341, only about the first five results actually amount to anything. Proves that my self obsessed search for fame can back fire on future networking prospects. Then again, people that know me in real life, perhaps see me as a quiet, reserved and focused individual. Just a shame you can find out so much more from the web.

Now back to our regular programming. Pressure, we all deal with it different ways. Over the past week, I have been under the kosh, a little greater than usual. As if the month end was not enough to contend with, I was to an extend a one man band operating a two man sub. Or so it felt like for parts of the week. While I hinted at some of the frustrations of this job in my last post, the reality is I am just helping a salesperson make their target (in essence) and perhaps that fundamental objective is against my true beliefs as a human being. In any case, with the chips down, it was once again a time to be counted and make sure that I give more than my best.

The work Christmas party is just around the corner, and while not too keen on the theme or venue, I have talked my colleagues on the helpdesk to come along. If one of the directors has his way, it would be all blue. At the end of the day, a party is what you make it, so I might as well go along and celebrate my year with the company. (After spending sometime consulting the survival guide!) And what a year it has been. As expected (I am male, of course) I have been extremely lax on making arrangements for the evening, having to be constantly nagged by the organisiers via e-mail to confirm firstly my attendance and then my transport. I might not be able to guarantee you much from the work Christmas do, but I can guarantee it will be different.

What A Difference A Year Makes

While this blog was only just beginning to find it's feet a year ago, the author was going through a transition period. At the time, I felt uncomfortable to put my full emotions on the page. There are subtle hints over on my personal blog, but little devil in the detail. Now, a year on, I can finally put together how I felt, coped and survived that period often referred to as being inbetween jobs. Being unemployed is not a great experience, quite quickly it dawns on you that you need a job and that money does not grown on trees (or from your parents). Perhaps my previous experience had put me into a false sense of security. Or was I just lucky beyond belief. Then again, not many people are offered a job after their first interview since leaving University. Perhaps my luck had run out and this time around, as a lesson I would have to hunt high and low for a job. After the initial week, my lack of progress cause for desperate measures, I started applying for jobs where I was perhaps over qualified. Well perhaps my job hunting did not steep so low that I would be sending my resume to a global fast food conglomerate. (Although can confess to applying for a job at my local Asda store, only to be rejected when I was 16!)

Thankfully, things changed. Reed did finally start working. As the second week of unemployment was coming to a close, I applied for as many suitable (and minor unsuitable) jobs on the recruitment site. Not knowing then, that this e-mail confirmation would later change my life (forever?)

Placing aside my birthday, my aim had always been to find a job before Christmas. Yes, I know rationally speaking this is the opposite to what people normally say (I'll find a new job in January is often heard in December!) My life had changed beyond recognition and I was lacking the focus to truly understand. Applications went out but I never had a reply, the agency contact was either busy, out of the office or on annual leave. This did little to help my predicament and I seriously was considering throwing the towel in but preserved. Never underestimate the power of positive thinking.

There are people out there that believe that everything happens for a reason and that fate ultimately foretells our destination. I tend not to agree with such philosophies, opting to remain in control. Yet, as always eventually everything pans out as you want. Whether I should put this all down to the man upstairs or the strange constellations in the sky is another matter. I often find true reflection in the lyrics of the songs I listen to.

Top Drawer

What difference the change of season makes. November comes along and I suddenly feel the motivation to not just work, but take my role to another level. I suppose, the reality is that I am just getting on with it. Any job requires that skill at some point in time (usually from day one). Being super sufficient is one thing. Helping a frustrated user to resolve their on going communication problem is a completely different ball game. After all, at times there is little explanation we can give for their constant problems. While I prefer to not get involved in the blame culture. At times it is inevitable, but you help as much as you can. Will my eagerness continue way into this month? Time will tell. I often wonder what the motivation is for people in other jobs (particularly sales) but I never really look back to consider my own. Perhaps the satisfaction of helping others, even if somewhat superficially.

E-mail is fantastic. I tend to make great use of e-mail, particularly in my personal correspondence. Yet what I find most annoying is those who never reply. There is no real reason for doing so. Though, the moment we step into the sphere of work. Everything changes. Even the most anti-technology people you've ever care to know, become e-mail junkies, living off every sent item, every attachment and ping of Microsoft Outlook. Other interesting observations are the way in which people send tactically messages, copying in various managers and other 'powers that be' to increase impact. Some people need advice on writing sensibly others though, need to get life away from their Blackberry. Although, if I am honest, the handheld device from RIM is worthy of an entry all on it's own. My organisation has chosen not to put in place a Friday amnesty. The so called experts can say what they like, I know for some people, life would without e-mail would be just as bad, as life without air. Not sure if you suffer from this strange 21st century disease? Read up on the signs and then take the long hard road to recovery.

Strange how a year (has almost past) since I had completed my contract and was desperately searching for a job prior to Christmas. So, how have things changed over the course of the year? Perhaps something for me to ponder for my next entry. What is the true measure of how far we have come on this journey?

Andy Gray, the ex Everton forward and now Sky Sports commenter used an infamous line during his commentary of Wales versus England, a few months ago. It is perhaps the only way I would describe my personal performance over the past few days. Then again, as I have already stated, there is plenty of life left in the month.

Horses For Courses

For some strange reason, all my external training has taken place close to race courses. Over two years ago I was in Towcester, Northamptonshire. Now I find myself in Ascot, on a dreary wet October morning. I left home late, or so I thought and was putting my foot down on the M4, hoping I would make it on time. The traffic was moving steadily, but it did little to calm me down. I was hoping that after the main roundabout bottle neck, it would be plain sailing. Afterall, I was heading away from London, the congestion and the smog. Junction 8/9 of the M4 was busy, but as I peered down to the M4 westbound, the traffic was at a standstill. I looked at the clock, it was coming up to 8am, I was going to be late. By the time I got onto the motorway, it was raining down hard and visibility was poor, though the traffic was moving. For a spilt second my mind wondered back to work. How strange I felt at this time on a Monday morning, when I am usually making my way into the office.

Those of you unfamiliar with the sport of horse racing (and I include myself in that selective group) may be unaware that Ascot Race Course is currently under redevelopment, to open next year. Taking a wrong turning at a roundabout down the highstreet, I was actually able to see the impressive grandstand currently under heavy construction. Firstly, let me make one thing clear. I do not believe in gambling, particularly on horses. Even if it is described as the Sport of Kings. In July 2004 I attended my first race meeting at Newmarket and although I found the whole experience entertaining the betting aspect did not appeal. Perhaps one day I will come back to Ascot for the races. Who knows?

While flirting around with casual queries in SQL under strict instruction from my colleague, I have never got down to the nuts and bolts of the tool. This was the main motivation for my attendance on this introductory course. To begin with I was nervous, so much to learn and at times drowning in the knowledge of others writing queries instantly. This is a useful 'tool in my armoury' as the instructor included at the end of the course. Everything slowly but surely has fitted into place. Confident of going into work tomorrow and getting out of the database the data I need and not just garbage. Perhaps this confidence also requires a quick purchase. For reference only, of course!

As I left for the second and final training day this morning, I noticed my low fuel warning light come on. Not to worry. I would fill up on the way back home, particularly if the course ended early. But stubborn as I am, I drove all the way home, with very little (if any) fuel in the tank. There were a few scary moments. I got stuck on the by-pass in heavy traffic, only to discover a car broken down in the fast lane. Then as I approached Handy Cross another vehicle broken down in the adjacent lane. I was running out of time and was worried that I would have to either call out the RAC or (more likely) call my Dad to bring me some diesel. As always, living dangerously I got to the BP petrol station in time. Just.

Coasting

By my own high standards I have been coasting this week. While the level of phone calls has been low, this is no reason to take such a laid back attitude to work. Even on Friday, I tried to sum up the courage to make the extra effort to close calls. Then again, with the weekend around the corner, the general mood in the office was lacklustre. The pressure and intensity from previous months has disappeared and my job has become far more comfortable. Yet at times I still find aspects frustrating and there is always plenty to keep me busy. Though, with a determined and focused mind, I battle through. What I really need to do, after a below average week in the office, is dust myself down and come back with a response to make a difference. Even if only to prove to myself that I am better than this. This is the moment to step up to the plate and be counted.

This week for the first time since I left University, I have been thinking seriously about my future. What I want to do and where I want to go. As noted right at the beginning, this is merely a stepping stone onto bigger and better things. Although for the most part, those "things" have remained undefined and blurred. I tend to look at other people who have "made it" with envious eyes and hope to follow in their footsteps. The management IT position within a prestigious organisation, brand new blue 325i and travel abroad (all expenses paid) is the dream. Though for people whom I know, this is a reality. For as long as I can remember, I have no true direction in which I want to go. While this laid back view on the future, may have washed for many years in the past, here and now, in the big scary world, I need to start taking tough decisions head on and making some difficult choices. Perhaps in January the penny will drop. I am not getting any younger, even if I always think I have time firmly on my side.

While one great opportunity may have disappeared, my Dad is quick to remind me that it is 'their loss' not mine. I did my best, it was 'they' that made the mistake to not see it. The next big window of opportunity is just around the corner and no matter where it takes me and how I get there, every step of the way, I put down my thoughts, feelings and emotions on this blog.

Back to Basics

Sometimes we place ourselves into difficult situations, when perhaps the easier option is to do nothing. Do I really want to change the lifestyle I have now? Do I really want to start a new routine, when this one has become so comfortable? Thankfully, for once, the decision left more in my hands, than in the lap of the Gods. I do not regret going ahead for the opportunity, even if perhaps I have been avoiding, ignoring all such opportunities since January this year. A dear friend, summarised the situation, in a single double edged phrase. "You've been there before Andrew, you know what to expect". Enough talk of what could have been, let us concentrate on the here and now

This blog is slowly drifting down an awkward path. It was originally created to capture the foundation of knowledge which I gain from the workplace. Yet, it has become more of a social commentary on my life in the workplace and has come to overshadow, the main objective, purpose of this online journal. So, how do I get back on track? I think it is a case, of going back to basics.

People I meet, often ask me what I do. It was only this week, when I truly considering my role and my place within the greater scheme of things in the company. I work on a bespoke support line, supporting some 900 field users. My role is more technical support than helpdesk. The level of calls of the how to nature are few and far between, in comparison to the 'has my data gone through to head office' calls, which I receive at least once a day (if not more often). My working hours are 9.30am until 6pm, although living so close to the office, I tend to arrive very early, up to an hour beforehand and have often been known to stay late into the evening, (7.30pm on Wednesday last week). Our busiest period is from 4pm until 6pm, mostly concentrated on Fridays or the last day of the month. The level of knowledge of end users is varied, but generally they are not computer people, so at times you are explaining even the most simple of tasks in layman terms. Yet there are times when I feel full sympathy for the end user because there is little I can do or say to resolve their problem, apart from ask them to attempt to 'transmit' their data again. Sure, I wish my product knowledge was extensive, rather than so broad, but the best part of bespoke software, is many issues get forward back to external IT departments. Having said that, there is always the case of 'blame' being pinned on our software and the problem being laid directly on our door again. This is part and parcel of life working closely with external clients.

Overall, I am happy with my career and life at the moment. Yet, I feel in years to come I will come to regret living so close to my job and still living with my parents. The creature comforts of home lull me into a false sense of security. Something drastic needs to happen for me to get my act together, and finally after twenty four years flow the nest, for good.

You Don't Know What You've Lost

Last time around I was in the fire of the cauldron, rather than in the heat of the flames. Thinking about it, literally blows my mind. Is it really five years? The pre-University era, before the real world, I find myself in now. Oh, where did the time go? Sorry, once again I digress. Yes, the threat of blockages at refineries across England and Wales had meant a major shortage of fuel across my local petrol stations. Andrew, as always had filled up the previous week, only to have to drive some two hundred miles to the Midlands at the weekend. No matter, I would have plenty of fuel to last me for the rest of the week. Little did I know that panic buying would ensue, drying most of the local petrol stations in my area. Let me start, somewhere else. On Tuesday morning, as I pulled into the car park at work, my fuel warning light came on.

Nothing strange there, I was hoping this incident would have been delayed by a possible twenty four hours, but it did little to make me lose my cool. I was going to see how far I could push my car on the reserves. After all, it was not as if I was traveling a long distant and I do now have the beauty of full RAC membership. What did I have to worry about? As the working day drew to a close, I had an e-mail from a member of the managing committee offering the following advice for the fuel shortages.

You either ignore such messages or take them to heart. Busy as we were (and would be for the rest of the week) I focused on work and let the reality of lack of fuel in my tank, drop to the back of my mind. With the welcomed return of Champions League football to the television schedule, I was keen to watch Chelsea in Europe. Yet, at half time, I drove to my local BP garage (which is nearly one and a half miles away). I am a creature of habit, with the greatest brand loyalty in the world. I only used BP fuel. Pulling up at the small garage, I was surprised by the lack of cars on the forecourt. This only meant bad news, all the hoses were covered up with white plastic bags (obviously run out of official 'out of order signs'). I went to speak to the attendant, someone whom I've come to know over the past two years. "They ran me dry at 2pm today and I don't expect another delivery until tomorrow night". He was surprised at my dedication to travel 18 miles to the next BP station to fill up. I drove home, knowing I would pass at least two other filling stations and the raw desire for fuel meant I had to put away my brand loyalty. (I felt much like Dr. Brown, in his quest for fuel) One was packed with a queue on the main road of two cars. I headed back up the hill to home, there was no way I would be served. I passed an Esso station (technically speaking my local, being only 0.34 miles away) but the lights were on, but no one was home. I rushed home to catch the second (uninspiring) half of the Blues versus Anderlecht. I would drive to die another day.

On Wednesday, I finally filled my car up with fuel (on the way home mind) and I'm sure that I could have got away with driving most of the week without any trouble, but it was not worth risking it. Not in the current climate. While most people were hunting around for the cheapest price at the pump, I put the best juice into the beast, but paid through the nose for such a privilege.

What is the moral of the story? Just like your mother told you to always wear clean underwear, (you never know when there could be an accident!) I'm sure not so far behind, your Dad always said, make sure you have plenty of gasoline. What I find most amusing about this article on BBC News Online, was the same people complaining about the panic fuel purchasing, will have their company Audi A4 on the drive, brimming with fuel. Now I have been part of two protests, the original from September 2005, as a weary eyed petrol assistant, staying onsite over night to help keep the petrol flowing. I'm sure no chief executive over at Royal Dutch Shell Group lost any sleep over it. If anything, they must have noted a true increase in the dividend as they slept. This week, I have noticed how much we as a society rely on petrol and how much it has become a resource we take for granted. Sometimes we should stop and think, there is not an endless supply. Humans in their very nature become complacent after a while. We like our creature comforts. Just a shame, it will take something much bigger than these two recent incidents compared to wake us up from our stupid. When the oil does run out, please leave a message on my blog (I am sure it will be preserved in some shape or form) and let me know what the world is like to leave in. In second thoughts, that is an totally unimaginable place, even for my creative mind, somewhere I never hope to be. For future generations, I wish you good luck. An alternative is needed and not a minute too soon. Meanwhile, we continue to be slaves to the rat race fooling ourselves into thinking that life is actually some adventure!

While the Cat's Away...

You know how the saying goes. The moment the boss' back is turned the workers start slacking. While on a week's holiday, you would think the helpdesk team would make the most of it. The fact that other members of the hierarchy were also away, increased the opportunity for despondency. Yet, there is no fear for such things. I am focused and in control. Working hard, even with the absence of a heavy number of calls to the desk, meant we could focus on our mission, our target. By the time my first full month was over in this company, there were over 400 calls in the helpdesk call management system. (A tenth of which lay in my personal queue!) It seemed like a endless task, with a heavy influx of calls. Like being on the Titanic, with only a bucket of water to throw the water out, to stop or rather delay the inevitable.

Thankfully we had found a captain to turn this sinking ship around. For far too long the burden had fallen upon me to cut the number of calls pending. Management is a difficult role. There is a heavy expectation for results, while in the same vain, you do not wish to lose the motivation and banter of your team. What is my manager like? Probably the best manager I've ever worked for? Probably.

Unfortunately, having met our target of less than a hundred calls in the system, the goal posts have been moved. The job enters a new era, with a greater emphasis on closing calls in the required SLA. While I have nothing against such a system, I feel there will be additional pressure to make sure we reach a minimum standard, which in my case is 75 per cent. There is also going to be much more performance analysis beyond the simple numbers game, it will slowly move into a target driven exercise. The saying goes with great power comes great responsibility. I beg to differ, as I am living in the reality and not the world of a comic book hero. With great responsibility comes greater accountability. The next few months will be interesting. When is the next Bank Holiday, Trig?

Boys Will Be Boys

I have worked in quite a few offices, in the handful of years in the so called, 'real' world. None match the atmosphere of my current workplace. Everything has fallen into place, in such perfect fashion. The dynamic of an organisation is based more on the employees than purely the industry it operates in. Working for a small law firm with a predominately female makeup, ladies of a certain age, gives the impression of perhaps an organisation, rather stuck in the mud and reluctant to change. Then taking a contract role at one of the biggest law firms in the world, with over 600 employees, advising prestigious clients with household names, clinching multi-billion dollar deals. All while you replace their aging Compaq for a brand new HP d530.

So here I find myself, part of a fresh, up and coming help desk team. All of us, around the same age, recently departed the corridors of academia, filling in the time between weekends, answering the phone. A sense of camaraderie, has built up quickly over the past few months, as we learn to work with each other. Sure, we focus on the task at hand, but still have a laugh and a joke. As the saying goes, work and no play make Jack a very dull boy. The reason, boys will always be boys simple. The road less traveled is frightening and requires some intelligence and maturity (something we try to avoid for as long as possible).

While I do fancy myself as a bit of a smooth operator, when it comes to the crunch, I can rarely pull it off. Even today, when I got back into the office, beaming with a cheeky grin, which said everything it needed to. Sometimes, even I cannot believe the lucky hand the man upstairs deals me. Have I finally landed on my feet? The phrase perhaps befitting, is the motto of this log. Maybe I should be more grateful of the opportunities that have come my way, rather than forever consoling myself in those that got away.

The lesson of the day is simple. If you want something go for it, no matter who or what obstacle may stand in your way. You never know whom you may meet. You never know which door may suddenly open.

Say Cheese

This will come as a bit of a surprise, but I do not like having my photograph taken. Let me put this into context, a casual candid snap while on holiday is fair enough. Images captured in my work environment put me off balance. I hate the idea of being watched while at work. Someone wanting to record the moment is even worse. Yesterday we had a photographer in taking photographs of our division. This included a mixture of individual, team and then company photographs. Why, I am still quite unsure as to the reasons behind this, I'm informed my image will not be used on the company website. For this I am glad, for our company website, has cheesy photographs, which could have been taken in 1982. The last company I worked for, blue chip corporate, strongly focused on security, my photograph was taken for my identity card on the first day. I had to carry this with me while on the premises and it could be checked by security at anytime. While here, I do not have that big brother style eye watching over me, I do wonder what the purpose was of these photographs. Many companies, big and small, have opted the same approach as schools and colleges, to display a rogue's gallery in the reception area, with the names of at least the managers. Some companies include everyone, other companies only include those Employee of the Month. Stay tuned, I will keep you updated on the situation. You never know, I may even upload an odd photo on here.

This job is the one thing I have left, with myself in control. For the rest of the time, I have to compromise with others on what I want. Work does fill in the time between weekends, but as those weekends themselves are quite empty, what is left? I suppose having a focus, is not a bad thing. It can be the motivation, the springboard on to bigger and better things. Whatever happens, I will document it here, somehow.

Work has settled in the past few weeks, with the emphasis changing from quantity to quality. Closing calls within the agreed SLA rather than just a sheer numbers game. I do not see this as added pressure, just a need to keep all parties well informed and be aware of when to escalate calls to the relevant colleague. There is more of an urgency to follow the right procedure, than to get the job done as quickly as possible (which they expect you to do anyway!) The long term aim, I believe is to stamp a personal management style on the service desk function. So, no matter who the client is and which flavour of our software they are using they can expect the same level of service. While I feel this is an achievable objective, I feel it will only come about with a change of culture 'downstairs'. As a wise friend has often told me, cultures, in their very nature, are big monsters and can not be changed over night. It will be at the end of this process, this translation that I will know if this is a company I want to stay with or perhaps move elsewhere. Perhaps when that point in time comes, I will have the required experience under my belt, to move on without much fuss. Taking into account recent events, would London be the ideal destination for me? Andrew, enough of this defeatist talk, We Are Not Afraid!

Sounds Like A Maverick

Reserve judgment? Do we truly ever do that as human beings? No, I think not. I think we hide behind the pleasantness of social interaction, not wanting to offend. If we were more honest with each other life would be a much better place. Yet, this blog is not the place such things of great importance to the fabric of our society. No, this is just a simple trip into the professional (for the lack of a better word) world of my work.

Driving home this evening, I was pondering the comments made by the Development Manager. Could it ever be possible to create perfect software? Software that maintained itself, that was 100% idiot proof, safe from corruptions to the operating system or the installation of other software? If this ever came about, my position as a support person would be extinct. Defending myself, and the support function I argued that developers were not doing a good enough job, for the software still had around 150 outstanding calls, there was plenty of work to be done. The thought stemmed on toward a life beyond support (some would argue after). What do I want to do with my life? How did I find myself in IT? These are just some of the questions I have been asked this week. The honest answer to them all is I do not know. While most will know me as ultra control freak, when it comes to the unseen future, I have no idea of what I want to do and where I want life to take me. Suppose, I have been following this almost purposeless path since I left school. Is it such a bad thing? Some would argue, that without a goal, man has no need to breathe the air of this planet. You just need to appreciate than while some of us know from a very young age, what their mission in life is, for the rest of us, spent our entire lives trying to find our own.

A client contact made a surprising comment or rather judgment, before actually meeting me (which she did do several months later). It was the first time I had heard such a phrase, "Andrew is either really arrogant or extremely shy..." As she left to return to her office, she made up her mind, that I belonged firmly in the camp of the reserved individual. Never want to give the impression to anyone, particularly just over the phone that I'm a bit of a maverick.

My manager was trying his best to motivate the team, and was quick to remind us all that there is no 'I' in the word. Sure enough, cheeky alec over here had to say, but there is 'me'. Having said that, I feel a sense of relief, a small burden lifted off my shoulders, with a second line analyst starting this week. While the majority of the time I was able to deal with the support calls, occasionally I was stretched. New blood brings with it new energy and the desire to continue to build on the achievements of the past. So, after a four month wait, the support desk, is back to the number to the level of man power, it should be. The numbers game continues for a few more weeks, but my focus now moves to providing the high quality service. I know that I am capable of delivery.

The Numbers Game

Sometimes, I sit back and wonder, if I am more than a mere statistic in the office. My manager continues to praise me for the number of calls I have closed, almost like a football commentator giving on the fly vital facts, of calls closed, opened, ratios and best performance of the day, week, month. This month has seen my most successfully to date, as these graph below, clearly demonstrates. [Larger version available over at FlickR]

I hate targets and performance related pay and anything associated with having to reach a certain point before you can even whisper that you have achieved anything. I cannot think of another job, that so much of the administration is done by the person who is also expected to come up with the majority of the answers. So you are drawn into a vicious circle whereby you continuously increase the workload, with the finish line nowhere in sight. Yet I must not grumble, at the turn of the year, there were some four hundred calls in the backlog and we were logging calls to a close ratio of over 8:1. Things have improved and we are constantly hitting the targets as placed upon us by senior management.

My competition, if I can be as harsh to label it so, previously was almost non-existent. When a young man has images of sandy beaches on his mind, he will never truly focus on work, and I was able to capitalise on this by consistently closing more calls than him. Now, with only twenty one days on his 'time served' sheet, I find myself coming up against someone who is up for some healthy rivalry.

To spice things up further, my Manager decided to offer some beer, to the member of the help desk team that closed the most number of calls on a given day this week. There was no doubt in my mind, that I was going to win. You were afterall, talking to the guy that had closed down eighteen calls in half a day, last Wednesday (in the absence of any major encouragement from my line manager.) Of course, I won, but not my any considerable margin (one call). This was a warning, that the days of sitting back and letting things just sort themselves out, in their own accord, were well and truly over. Perhaps, this is just what I needed, a fresh challenge. Someone who is going to fight, in the least confrontational way, for each phone call, PC install, PDA rebuild and voicemail return. I will not flounder.

As always, I will meet each upcoming trial with ambitious dedication. Sometimes I need to keep reminding myself that there are thousands of worse products I could be supporting. There are also millions more of dead end, meaningless jobs I could find myself in (contracting anyone?) I must learn to be more grateful for the hand I have dealt, rather than hoping the next deck will prove more worthwhile

Six Month's Graft

Today is a milestone in my career. Exactly six months ago, I started this new job, in unfamiliar surroundings, trying to get my head around the concept of a sales based industry. Those first few months, proved the most volatile, with personnel changes and a major learning curve to overcome. Now, looking back, I can only find some lyrics from Blue, to summarize, how I feel right now. "And we made a lot of sacrifice, Undid a lot of ties, Fought a lot of fights, To get where we are now, Just don't ask me how". It is never important to look back at where we have been, but to look forward at what we have yet to become. This thinking always brings out the best in me.

My job is not perfect, I am happy to admit, to anyone who may ask or care to listen for that matter. Yet it is the willingness to make an effort to be that catalyst for change, which keeps me going. My motivation? On my desk there is a photograph of my family, standing before the Taj Mahal. Need I say any more?

Last night was my first 'official' work outing with my division or should that be office family? You never know exactly how to play the game here. Once a few of your coworkers have tasted a drop of the amber nectar, they change. Most people just start talking to you more as their friend, rather than a manager, with some authority over you. Others tend to use the opportunity to melt into themselves and let the others do the talking. Role reversal, if you will. You discover that the quiet, focused individuals, suddenly have a life outside of work and tell you in detail their adventures rock climbing last September in Australia.

For as long as I can remember, I have taken great pride in meeting new and exciting people. Yet, in their professional guise, they lack that reality, that sense that they are actually one of us. Nights out like this, brings everyone down to same level and you enjoy each other company. You would not take it to the level that you are suddenly great friends with these people, that just would not work. Yet, you slowly come to the realisation of some home truths. I was trying to be clever and quite the final words of Tim, from the Office Christmas Special, 2003, but cannot find the exact words used. Anything less, will be criminal offence. Perhaps someone will be kind enough to add it as a comment and finish this posting as elegantly as I have started it.

I am one of the lucky ones, ladies and gentlemen. I have been blessed to be in full employment almost from the moment I left university, with only a total of fifty three days unemployment, which includes a three week search when I arrived home June last year. To this day, there are people with first class degrees from world class universities, still hunting for jobs, two sometimes three years after graduation. Pity those souls, for I lost my motivation within a few weeks. Life becomes a spiral and you slowly find yourself falling into a world of self pity and low, very low self esteem. That story, however, can wait for another day. For I am sure there are many more 'in between' job days to be clocked onto my speedometer. Plus, the experience of being made redundant, don't want to miss that off my 'to do' list! ;)

I Will Survive

So, I survived the four days on my own. To be honest, I was perhaps exaggerating the task and there was only one moment when I thought I could not cope. It was Tuesday afternoon, the phones were busy, I had several jobs to get done and could feel a headache coming on. Yet this was not the moment to pass out, this was the moment to prove myself. Slowly the heavy throbbing in my head subsided and I was able to come back and focus on work. Did I prove myself? Well I still feel that this was not the greatest of obstacles to be put ahead of me. I met the challenge, yet there is much more to come.

Without wanting to reveal too much, there have been a major background change to the other division of the company. Unexpected, the news took me by surprise, for at first it went against everything I thought the company I worked for, represented. While new to the industry, I am in the dark to the big hitters, but that is not to say, I feel a rash unconsidered decision has been made. While there is no noticeable change to operations, perhaps over time the climate will change. Having witness similar events for companies my Dad worked for, I do, on this occasion hold some hope. For once, this will be a change for the better, opening up a whole new group of opportunities. I will try my best to keep you posted on events, but do to the commercially sensitive nature of proceedings, I may have to keep my insight brief and hypothetical.

What do you think of recruitment agencies? Well, I expect your opinion will be on the whole negative and I tend to agree. Several have suddenly come out of the woodwork, so to speak. One, as recent as this week. Funny how they were silent, before Christmas when I was desperately hunting high and low for job. What suddenly makes them think that I will decide to jump into bed and take any of the positions they have to offer. While I am the first to admit my job is not perfect, there is nothing, right now that can take me away. Sure, there are days when I wish I was doing something more productive, challenging, less client facing and with greater responsibility but I have to appreciate where I am on the rung of the ladder. While the top looks far far away, looking down, I see a long way to the ground. Why would I leave a job after six months and start all over again? Why destroy all the progress you have made? My mind is set. Experience is crucial and I have more to gain here, than eyeing up some dream job in the City. As uncertain the future is, I have to focus on the present and what there is to gain, to achieve here.

All my life, people have asked me, Andrew what do you want to do? What do you want to become? In the years since I have left school, the answer to that question has become more vague and ambiguous. The honest answer is I do not know. I have always been an opportunitist and tried to make the most of the position that has landed in my lap. For example, back in the dizzy heights of 2002, when I was looking for a placement, I was offered a job I did not really want and was holding on for another job, while more suitable for me, never came through. Despondent, I was, yes. Though by the time July came around, I knew I had to take this challenge on and show those doubters wrong. The stage was set and my second big break came and went. Working in London for one of the biggest law firms in the world, was a dream come true. The reality that hit home, eventually, last June. At the height of Euro 2004, I came to discover the harsh truth of working in our capital. Inflated prices, expensive travel costs and long days. Looking back, I do not know how I coped for those five months and kept on smiling. Then again, even now, I do not know how I drove 600 miles a week during my placement year. Why the opportunity never bore fruition, the experience alone was a God send. Note to self, never contract again!