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Thursday, December 11, 2014

A Conversation with IT Services

Thursday, December 11, 2014 By

AUGUSTA, GA. - I had been experiencing computer issues for a week. I was at my wits' end. Not only was my tower down in IT being repaired because the wackadoodle broke and rendered the doohickey TOTALLY useless (those wackadoodles... geez), but the loaner computer they gave me couldn't maintain a network connection. Not great when everything we do is web-based. I called IT services, which has been outsourced to a company that is not local.

Some background: We have to log into a network profile, which then allows us to access our hard drive. (Or something. Don't make me get specific and technical, or I will force you to write a press release, which I will then edit with a red Sharpie.)

IT: "How may I help you?"

Me: "Yes, I'm having trouble maintaining a connection to the network. I can't consistently get emails, send emails, check voice mails, or anything. Can you help me?"

IT: "Let me get your name and location, and I'll see if I can get in touch with the network guys." 

Me: "Okay." (I relay my information.)

IT: "Alright, I'll call you back."

Me: "Thank you."

Some time passes, during which I try to pull my voice mails, and can't. 

Then the phone rings again.

Me: "This is Stacey."

IT: "Yes, it's IT again. I've just talked to the network guys, and they confirm that there is a network issue on campus."

Me: "...."

IT: "..."

Me: "Okay, so... yeah, that's kind of why I called. Did they relay any other information to you?"

IT: "They confirm that there is a network issue on campus, and you may have trouble maintaining a stable connection to the network."

Me: "... Um... yeah, I... was kind of hoping there would be a fix...? Or... a timeline? Or... some kind of guidance on alternatives so that I can complete my work...?"

IT: "Well, did you save your work to your personal network drive?"

Me: "No. I saved it to my hard drive, but I can't log into my profile to access it."

IT: "Well, that could be a problem. If you save your files to your personal network drive, they will always be available, even if your hard drive crashes."

Me: "Isn't my personal network drive on... like... the network?"

IT: "Correct."

Me: "The network that I can't access right now?"

IT: "Yes."

Me: "..."

IT: "..."

Me: "Okay, thanks."

IT: "Have a great day."

Me: "You, too."

That conversation was going to go nowhere fast. I'll just go have lunch and hope things get better in the next hour.


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