Robert’s Rants & Rationalizations

If you have read some of my past support-related rants, you understand this rant! Our IT department doesn’t have the resources, at this time, to make mods to a database table that one of my projects gets its information. That information is extracted on a regular basis to keep another db up-to-date. So, the IT department said I can ask the GIS consultant company, specifically, the consultant that works on the db until we get a new GIS staff member.

The consultant delivered everything except the sql query. Get this: the consultant took and billed eight (8) hours to add a column, set it increment the value, populate the column’s existing approx. 1,500 records with an incremental number starting with 100,000. EIGHT HOURS!!!

Beyond that bill, I wanted the sql query so I could modify it so I can only have the columns I need and change the names of the columns. STANDARD STUFF.

It took two weeks, and several conversations, mostly to her voice-mail, and an explanation to the IT manager why I needed it when the IT manager was trying to be cautious about security! I explained that the sql statement doesn’t contain any account information which would allow me, or anyone, access to the data!

So, I called this morning, she was in with her boss, so the receptionist said, and I left a voice-mail message following up on the dicussion about two weeks ago about getting the sql statement that was used to extract the records from our db.

Five minutes (maybe eight) past and the IT manager stops by and speaks to a co-worker who happens to be experienced in db management, specifically MSSql which the GIS system has as the backend.

A few hours later, I get an email from the IT manager stating that the consultant cannot give me the info I want since she used the “Enterprise Manager” and included all the columns rather than what the past GIS person gave me. And, I gave the consultant the original exported file!

Why doesn’t this vendor talk to the person who contracted her firm to do this work, and the one’s that paying the damn invoice!

Here’s the problem: not taught how to respond in an appropriate manner. An acceptable response could be, “I’ll have to look into that and get back to you.” You’ve heard that one. It means I don’t have an answer for you at this moment, so let me take the time to figure it out.

It just annoys me she went around me to have a co-worker (the IT manager) address this issue.

Maybe I should have the Finance Director have that company’s invoices audited to find out if they are over charging us for their DB work! Two of us non-IT-department folks were shocked to see how many hours were in the estimate!

One word . . . . . . .PISSED!

I’m catching the TLC television program, “The Real Deal” featuring a new episode which TLC describes as…

The Real Deal
Buy George!
TV-PG (L), CC

Richard helps George, Trademark’s IT guy, buy his first house. Lessons are learned about teamwork, good investments and building first generation wealth. As the company’s computer infrastructure crumbles, tempers flare and tensions run high in the office.

Well, I bought my first home, already, but before that, I went through (somewhat) this, so I can relate to George, an IT guy who’s responsibilities grew every time the company, Trademark Properties (the reality show of the said real estate development company) expanded with more staff, new offices, etc.

One, I learned early that you don’t want to be the sole support person, especially when it comes to maintaining an e-mail server! E-mail is the number one communication tool in business with the telephone as number two, believe it or not!!! In the mid-90′s, studies came out that people felt better sending in an e-mail to technical support (or any support!) rather than sitting in a telephone wait queue and then trying to explain to a tech (especially on subsequent calls where you have to repeat it all over again). The next generation of computing users are using SMS over e-mail as my computing generation has or had(?).

Two, know your limits, and if the owner says to hire someone to help, HIRE SOMEONE! Whenever the top dog says to do something, you do it or face the consequences. Okay, you really need to understand why the boss said it, and once you do know, get the help…you are not an island, nor the know-it-all! You must understand and accept that.

And, if you can see the writing on the wall, read it several times and don’t forget it! I saw it, lost sleep, and worked on my plan out off that responsibility. I was at the end of my experience and knowledge to keep the expanding company online. And, at that time, I was an island. I no longer had tech relations since I worked as an independent IT contractor, and I was quickly losing the battle of new technologies and matching those technologies with the needs of the employer.

BTW, if you are the IT person(s), every now and then, roll something good out to the users. You can do it by cool tips and tricks or new services (after you figure out what they need!). Don’t be 100% reactive. You need a combination of proactiveness and reactiveness.

If the company is small enough, outsource the e-mail service…let others support/backup/upgrade/backup that mission-critical service! Give it to the experts that have the staff and know-how.

That’s my philosophy, in this case.

NO RESPONSE!

I use my debit card for a lot of money transactions, and one routine is refilling my vehicle’s gas tank. At a local discount gas station, they don’t care for the human user interface, or UI. It boils down to this…when you press the membrane button, you do not get an audible confirmation. In Today’s day and age, it is expected to hear a beep or click or some type of action for your action of pressing in a location on the membrane pad.

It annoys me to nearly no end!

I’ll write, later, about those doors that you expect to either push or pull to get beyond!