We Need a 4th Vista DBA / Technical Support

Work for OIIT! Become our 4th DBA / technical support person for our team. Located in Athens, GA (college town, UGA football) $, benefits, generous leave, rare snow we love open source PDF of GeorgiaVIEW DBA position Check out the PDF (right) for more information. Sorry for the convoluted route to the application… Click this… Continue reading We Need a 4th Vista DBA / Technical Support

Try Again

The worst response technical support can give me is to suggest I try something I have already tried without success. An explanation why this suggestion is going to work this time when the previous attempt(s) did not work would help. Otherwise, why would I expect it to work this time when it didn’t last time?… Continue reading Try Again

Ticket Inbox Zero

Blackboard implemented a ranking system to determine the priority of support tickets. This effort uses criteria like the age and recency of updates to ensure the attention of Technical Support Managers. Certainly this initiative is due to continuing customer complaints about languishing tickets. Last spring we saw a similar push to fix support. We have… Continue reading Ticket Inbox Zero

Wrong Number

A ticket our Blackboard technical support manager marked as really urgent was picked up by another technical support person who left a note about calling me. Except, the familiar phone number called wasn’t my office number or even my cell number. Nope, it is the office number at my previous job. Yup. I have not… Continue reading Wrong Number

Dance Lessons, Anyone?

The modest proposal of having students help teachers learn to dance makes an interesting point. Suggesting the learners do not want to learn is an easy way to avoid the real problem. I hear from higher education faculty, students are unmotivated and fail to see the importance of learning. I hear from academic technical support… Continue reading Dance Lessons, Anyone?