Sharky

About the Author Sharky


Details, details…

Backup administrator pilot fish who works at a big insurance company gets a request to recover some missing files — which is what a backup admin does, right?Well, maybe. “The support ticket had the following description: ‘Something happened and som…

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Successful, redefined

This IT pilot fish works in change management at a big organization — with at least one big contractor problem.”We’ve just completed an upgrade of a software package used on every workstation,” says fish. “Normally, that takes a couple months. But …

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Successful, redefined

This IT pilot fish works in change management at a big organization — with at least one big contractor problem.”We’ve just completed an upgrade of a software package used on every workstation,” says fish. “Normally, that takes a couple months. But …

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10,000 points of failure, but only one is the user

Late one night, this IT pilot fish gets locked out of online access to his credit card account — for the second time in three months.

“I’m pretty sure I entered the right password and other identifying data,” says fish. “I call tech support and, in tones best suited to dealing with a petulant kindergärtner, a first-level tech walks me through entering a new password and PIN.

“It still doesn’t work. Now I’m angry.”

Fish argues his way through to a supervisor, then to a supervisory tech person — who walks him through the password reset process yet another time.

That fails once more, but this time the tech at least has an explanation. “We have separate subsystems that verify different ID elements,” tech tells fish. “Sometimes one of those systems goes down, usually for maintenance — and then that system returns a ‘not verified’ code for that data element.

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How the old pro does it

Flashback to the 1990s, when this IT pilot fish at a manufacturing plant has suddenly had server administration added to his job of setting up workstations and servers.”I had been dropped into the server admin position without formal training, and a…

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Going postal, IT style

It’s the 1980s, and when this company’s IT department needs to get a copy of customer data to diagnose problems, the internet isn’t an option, says a pilot fish in the loop.”If the problem was urgent we would send out a service tech to collect the d…

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Old is the new New

This pilot fish’s team is responsible for the latest round of PC upgrades, replacing the company’s oldest PCs with newer models.And, naturally, it’s not going to be as simple as that. “I get a call from a manager who found out about the new PCs, and…

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OK then, MOSTLY fine

Flashback to January 1999, when this IT pilot fish is hired by a small software company with a very specific customer base — and no Y2k concerns.”They developed software to manage all aspects of medical offices: billing, appointment book, patient n…

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Priorities

Programmer pilot fish is asked to work up a system for moving groups of data files from one remote site to another — but with some finicky requirements that make conventional approaches like FTP impractical.”After a few months, I came up with a sol…

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