or: How I Learned to Stop Blaming Windows and Love the BSOD
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The Frustrations with Social Engineering, Even in Support
I just got another first-hand experience in the difficulty of trying to affect computing through social engineering. Our fax forwarding people do their forwarding based on the cover letter. Whoever is listed on the From: line gets a TIFF of the fax forwarded to their e-mail inbox. Normally, this works...
20 Aug 2004
Support is not Manufacturing: Part 2
Ok, my arm is warm now. Time to start tossing some theory bombs out there, and hope none get picked off. They said Italians couldn’t quarterback, but look at Vinny Testaverde! (Err…no, don’t.) The reason treating support processes like a manufacturing endeavor fails is because it doesn’t take into account...
13 Aug 2004
Support is not Manufacturing: Part 1
Ok, I know I said when I started this blog that I wouldn’t be going into the support aspects of my job much, but I lied. I can’t resist being an armchair quarterback, so I am going to warm up my arm today, and start tossing Hail Mary’s tomorrow. Just remember, this is coming from a tech guy with an eye...
12 Aug 2004
Thermodynamics of Seattle Traffic
On my way into work today, I realized that Seattle traffic is one of those human systems that visibly conform to the second law of thermodynamics… OK, that’s a gross oversimplification, but it’s still amazing to watch people intentionally move from a high energy state to a low one,...
4 Aug 2004
A Quick Introduction
My name is Carmen Crincoli, and I am an Escalation Engineer in Microsoft's Product Support group. Even for those intimately familiar with the typical product support experience, my title might be unknown to you. Escalation engineers are typically the end of the road for a difficult support incident before...
2 Aug 2004
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