"While working for a large financial corporation in St. Louis, I
received a call from our 2nd-level IT support at 1:30 A.M. on a
Thursday. A customer in Chicago had a very important report due at 8:00
the following morning, his computer had locked up, and he could not get
it to reboot.
So I drive the 25 miles in to work to help the customer. I get to
the office and talk to the help desk and 2nd-level support to find out
what troubleshooting steps had already been taken. They tell me they
had the customer reboot, press CTRL+ALT+DELETE, and even unplug the
computer, but nothing would work.
I call the customer, who is by now in a panic and thinking he will
be fired the next day because he waited till the last minute to get his
report done and did not finish. I ask him to tell me exactly what is on
his screen, and he says it is his report and it is frozen solid. I tell
him to hold in the power button on the computer for about five seconds
until the screen goes blank. He does this and then I tell him to push
the power button again and tell me what is on his screen. He tells me
his report is still on the screen in the exact place before he powered
down the computer.
You have to remember this has gone thru 1st-level and 2nd-level
support and they have been working with the customer for over three
hours on the issue. It turns out he had been turning his monitor on and
off for three hours. I told him how to reboot the computer and
everything started working fine. About a week later the customer sent a
letter to my manager telling of my vast expertise in fixing computers.
I was named Employee of the Month for this."
Der harte Alltag ;-)
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