I'm not sure how to even respond to this. I got a request to reimage a PC to XP with invalid location info. So I sent the following email.

Barbara,

Can you confirm which network drop you are located at? I received this ticket to reimage your PC to Windows XP. This process takes 2-4 hours. When is a good time for me to complete this?

And her reply.

HI Virgil,
This is at the Tempe office.

Did she even read my email? I think I'm going to forward this to her manager and request she be fired.

Hahaha, I'm not mean to everyone. Doing my year end self evaluation and here was a comment from a Customer Service Survey someone filled out on me.

The gentleman who came to my desk was very professional and resolved my situation promptly. I would like to personally thank Virgil for his prompt service! Thank you Virgil for getting me going again on my computer!

I am Mr. Attitude. You don't get lippy with Mr. Attitude. I bolded my favorite response.

Virgil [2:52 PM]:
Hi, I have a ticket that you are having problems printing?
Tony [2:54 PM]:
no, my problems is that I have no access to the S drive I need to have access to. what I would like to have is RITEFAX capabilities!
Virgil [2:54 PM]:
"unable to access the printer properties page for any of his printers"?
Have you called Help Desk for more than one issue?
Tony [2:55 PM]:
okay, thanks for askin!
yes on many occasions!
Virgil [2:59 PM]:
Do you know the server name or path of the S drive you should be connecting to?
Tony [2:59 PM]:
uh no...where would I find this out?
Virgil [3:00 PM]:
You can usually get that info from someone that already has it connected.
Tony [3:00 PM]:
don't know if that is actual common knowledge...
Virgil [3:00 PM]:
It will look something like "S: Shared on Server05"
Tony [3:05 PM]:
21000072 on 'Server03' (S:)
Virgil [3:08 PM]:
\\Server03\21000072
Tony [3:08 PM]:
yes, I guess...
Virgil [3:09 PM]:
I'm trying to help you.
Right click on My Computer on the desktop and select Map Network Drive. Choose S: and paste the path \\Server03\21000072 in. You will also want to check Reconnect at Login.
Tony [3:11 PM]:
when I plut that in, it advises me that access is denied...
have tried that quite a while ago with the same response...
Virgil [3:15 PM]:
Ok, try the same steps above, but before clicking Finish, enter Connect using a different username, and try CFC\TONY and your CFC password.
You are in the 21000072 group, so you should have access to that drive.
Tony [3:16 PM]:
yes I may be in that group, but I do NOT have access, had attempted to get assistance from several sources and no one comes thru!
Virgil [3:17 PM]:
Did you try it with CFC\TONY?
Tony [3:18 PM]:
yes...I got help several times from several people and none could get it done for me...
the local computer guy had not sat down to assist...no help with this at all...
Virgil [3:19 PM]:
Well then, certainly there is no way I could possibly help you.
Tony [3:19 PM]:
could you get someone in this site that is our tech person to help out with this...
Virgil [3:20 PM]:
I am at this site. Tempe 1515.
Can I take control of your PC for a minute?
Tony [3:22 PM]:
if you could ck it out sometimes would appreciate that...
how long...I am seriously behind and not able to too long go without working...
Virgil [3:23 PM]:
Just a minute.
Please type in your PW.
Virgil [3:28 PM]:
You have access to that drive.
Tony [3:30 PM]:
I have access to that drive now?
Virgil [3:30 PM]:
Yep, let me reconnect it to S instead of T.
It's going to be slower because it's going from the BAC network to the CFC network. Once all servers are migrated, it should be faster.
Tony [3:32 PM]:
so is it ready?
Virgil [3:33 PM]:
Yep.
Tony [3:33 PM]:
if so, can you close up the unneccessary stuff...
I appreciate your help!
Thank YOU!

More fun at work. I learned a new word too. Ohmagawd!

Virgil [1:41 PM]:
Hi, are you having problems logging into Aspect?

User, Aspect [1:46 PM]:
Yes always, my ext number doesn't work I've put in a ticket though

Virgil [1:46 PM]:
What extension are you using?

User, Aspect [1:46 PM]:
5090

Virgil [1:47 PM]:
5090 is an invalid extension. Yours is 6296.

User, Aspect [1:47 PM]:
That is funny. I was always told my ext is 5090...... I'll try that one:-)

Virgil [1:48 PM]:
Try 6296.

User, Aspect [1:48 PM]:
Who are you?

Virgil [1:48 PM]:
I'm desktop support for Tempe 1515.
Who gave you the 5090 ext?

User, Aspect [1:48 PM]:
Oh ok. Well thank you;-)

User, Aspect [1:52 PM]:
Ohmagawd! My phone works!

Virgil [1:52 PM]:
It tends to do that when you use the right number.

Keep this thread alive Virgil :)

I got this email today from our Associated Mail Parcel Center

AMPC email system has been hacked

We believe we have solved the problem, but if you have received insulting emails that appear to have come from us please disregard them. They are not from us and we apologize for the messages.

I wish I had gotten one of them

Not really funny, but...

The building I work in has 5 network segments with approximately 500-550 drops wired into each. They pulled out the CFC routers/switches and installed BAC equipment in "the conversion". The moron who "assessed" the network requirements only allotted 400 IP addresses to each DHCP pool. What does this mean? At least 50-100 workstations on each segment do not get an IP address. We've been releasing IP addresses from training rooms and unused systems to keep the building operational while they "re-assess" the network requirements and install sufficient routers/switches. I'm told this process takes 2-3 months.

fa·tal adj.
1. Causing or capable of causing death.

Really? Is it REALLY that bad? Or did the eSupport application simply "fail" to load? Let's not be over-dramatic please. If it was indeed fatal, please send me pictures. Maybe next time I can participate? And who was it fatal for? I'm still alive and I'm the one that got the error. Who died because my computer couldn't launch an app?


On a somewhat related note, I saw this on Slashdot this morning.

"A drunken mortgage worker at RANLife Home Loans decided for unknown reasons to take out the company's $100,000 server with a .45-caliber semi-automatic, blaming the damage on an imagined assailant who: mugged him, assaulted him with his own weapon, drugged him, and then broke into his office to shoot said server. According to acquaintances, he had threatened earlier that day to shoot the server and maybe himself."

I called my tech support guy the other day and after over 30min of him telling me to do random things that never worked, I figured out the renetworkification paradigm procedures myself.
I guess you get what you pay for from the IBM AmEx help center ;)

hahaha this thread is awesome. You're my hero Virgil.

Pushing a build package of 61 apps to a remote location for a user on a laptop. I started it Friday and it got to 31 of 61 and started failing. Restarts of the push kept failing too. Finally found out the user disconnect laptop in California on Friday and is in North Carolina today. WTF? How am I supposed to build it?

Finally got his IP address in North Carolina and got the push restarted. Kept failing again though. Found out that he was logged into it and kept hitting cancel on the install popups. I specifically told him not to log in and leave it alone until I told him it was done.


Wishin I could bitch slap through network connection right now.

LOL wow people are stupid

Last week I was told that I would be working in Chandler on Monday, Wednesday, and Thursday. I will still report to Tempe on Tuesday and Friday.

So, as things happened, I was sick on Monday and stayed home for the day. On Tuesday I worked from the Tempe building as planned. As I got to Chandler this morning, I sent the following email to the manager here. Haha.

Subject: Out Sick Again

{Manager},

Just the thought of having to drive to Chandler makes me ill. I’ll be staying home today and tomorrow. I’ll be in Tempe on Friday.

I heard my mother's husband on the phone yesterday trying to explain to the customer service lady that he doesn't own books so how would he know what his favorite book was?? "I just want to log in to my account!!"

I have to take his side on this one Mike. I don't read either.



Here's today's entry:
User called help desk because her Outlook Archive was missing. They told her that her PC had been moved and she should go find it. From what she said, they then closed the ticket and hung up on her.

All I did was look at the ticket to see what was done. I remoted her PC and found her archive.pst under a duplicate profile. Once I got the profile conflict sorted out, I manually copied the files over to her new profile and she is working again.

Then, this yahoo below contacted me accusing me of reopening the ticket and couldn’t reassign it to PGP6167 since I had done the work to actually resolve it.

Vishal [1:31 PM]:
Hello
Virgil [1:32 PM]:
Hey.
Vishal [1:32 PM]:
IM2417768 :
Did you reopned ticket ?
Virgil [1:32 PM]:
No.
You didn't fix the user's problem.
The ticket needs reopened.
Vishal [1:33 PM]:
but did you reopned ticket ?
Virgil [1:33 PM]:
No, I didn't.
I'm working on fixing her problems.
Vishal [1:33 PM]:
as i can see your nbid as the one who reopned this ticket
ok
Virgil [1:33 PM]:
I didn't reopen it on purpose. I did view the ticket.
Vishal [1:33 PM]:
i am closing ticket as BP as never called us back for this
Virgil [1:34 PM]:
She didn't call you back because the person on the phone told her to go look for another computer.
Please assign it to PGP6167.
Vishal [1:34 PM]:
issue with PST recovery is out of scope for 800 Support
Virgil [1:34 PM]:
Why wasn't it escalated then?
If you can't fix something, you just don't close the ticket and hang up.
Vishal [1:35 PM]:
bank of america dones not supports PST , we can not asign ticket to any group for pst recovery
Virgil [1:35 PM]:
I was able to locate and recover her PST. Why not assign the ticket to OSS?
Please assign the ticket to PGP6167.
Vishal [1:36 PM]:
please send me email on the same , i will get it vailidated from OSS managers and will get back to you on this reopning on ticket
Virgil [1:37 PM]:
Just assign it to me.
Vishal [1:37 PM]:
if you want us to work on any unresolved issue , you are supposed to call us on 800 support
Virgil [1:37 PM]:
I am OSS for Tempe.
Vishal [1:37 PM]:
thats not the process so i wont be able to asisgn ticket
Virgil [1:37 PM]:
PGP6167
Vishal [1:38 PM]:
I will not be able to assign ticket to OSS for outlook\PSt issue as this is not a process with us .
Virgil [1:39 PM]:
You are truly excellent.
Vishal [1:39 PM]:
i am sorry ..?
what do you mean by that ?
well i am following up my process ... please do not reopn this ticket again
Virgil [1:39 PM]:
Sarcasm.
Vishal [1:40 PM]:
ok
i will check with GABRIEL then
thank you for your help

K7VZ wrote:I have to take his side on this one Mike. I don't read either.

Lol. But he was trying to retrieve his password using the hints he had already filled out, then forgot those too.

Ben sent this to me this morning. FYI, it's a USB keyboard.

8:35 AM- Benjamin
is it a USB keyboard?

8:22 AM- Becky
how do i tell that? sorry i'm a dummy

8:23 AM- Benjamin
what does the keyboard plug look like?

8:23 AM- Becky
it's a Dell is that what you mean?

8:24 AM- Benjamin
No,... what kind of plug as in the plug on the end of the cord.... may I have you describe it?

8:25 AM- Becky
i can't tell

8:26 AM- Benjamin
ok, can you unplug it and describe it?

8:27 AM- Becky
says 502-000294 VSO SZ

8:28 AM- Benjamin
oh,.......... I'm not asking for the model numbers or anything like that,.... I mean please describe the plug.... it is a circle shape, is it rectangle? is it purple, black green?.....
etc

8:29 AM- Becky
rectangle black

:) nice

I wonder how she typed the reply with the keyboard unplugged

The problem probably isn't with her computer. Most the time the team leader or admin will call in the ticket instead of the person actually having the problem.

Our "IT" guy David...
Paul I need that cd with your cad software for another work station.

Me: ahh what cd?
David: the cd you used to install the software you use
Me: I never installed the software, you installed it before I got the laptop
David: are you sure? I know I gave you those cd's
Me: nope... no cd's

15min later
David: Paul I really need those cd's
Me: I told you I dont have any software cd's, any updates / re-installs I use the providers FTP site for the latest
David: Oh
Me: yeah remember this is how you had to install the software in the 1st place.
David: yup I got it now.