| Maybe other support organizations are different or maybe I am busier than normal, but the concept of one thing at a time is foreign to me. To outline today:
Left comments on ~15 net new cases to jump start the troubleshooting by the technicians assigned to them Help led a morning meeting reviewing cases where people are stuck Researched whether an old (7y) version of the software had a piece of functionality Made comments helping ~5 different technicians globally on their cases Helped a colleague craft a SQL query to help replicate an issue then talked over strategy Logged into a colleagues VM where they had an install problem Had a call with the pre-sales brass about trends in the support organization 2 walk ups: - Intermittent reload issue when triggering things via API - How to setup a reverse proxy with IIS Assigned cases for initial responses to meet our contractual obligations - Left 5-10 public facing comments to meet SLA to assist the team Emailed some devs about whether a customer can run using the latest version of the database which underpins our software Responded to 3-4 different issues in the Slack for our Consultants on-site with customers Came up with a PowerShell script to work around a bug for another tech at the behest of our Escalations folks who walked up Caught up on a case that I'll be covering for next week which has Executive VP visibility (ultimately making things right after the initial tech botched a system) Personal cases: - Install problem on a server with FIPS -- Then get thrown under the bus on a customer facing email about the further issues -- After bypassing that there was a user rights assignment problem; emailed some devs about why we require it / work-arounds for a locked down government server - Reload of data problem due to the permissions for the service account -- On the call discussed: --- Architecting for high availability --- Long-term maintenance activity to ensure stability - Reviewed 2GB of logs for an intermittent issue - Worked on reproducing a client side bug - Called / left voicemails / sent emails for 3 customers trying to get a remote session scheduled - Alleged security vulnerability. Called / emailed the customer asking for more clarity; stood up servers to reproduce and researched how to capture the data needed to confirm All while constantly monitoring email / 3 slack instances / 1 Microsoft team instance / my queue for fires to put out In some sense, that's a slew of single things, but it's uncommon for me not to be moving onto the next task as I am winding down the previous one. Nor is the work-flow all in the same vein. In any case, my 2 cents. |