Saturday, December 19, 2009

I have to brag a little bit

Most of the time when I go to the mailbox I am greeted by the dreaded bills or junk mail.  It is not very often that I am the recipient of something positive or encouraging.  Today is the exception to the rule.  When we went to the mail box we did not find any bills but we did find some christmas cards and a letter to me from Trident Technical College.  I figured that the letter had something to do with financial aid or the spring semester in 2010 so I did not think much about it.  When I opened the envelope I was pleasantly surprised.  The letter states that I have been nominated to the Deans list for academic excellence for the Fall 2009 semester having had a 3.5 average and completing 12 credits. 

I remember how scared I was of going back to school and wondering how I was going to work a full time job and keep up with my school work.  The first three weeks was the hardest as I fumbled around trying to figure out how to get organized and worked out a game plan for how I was going to do this.  Once I got past the 4 week point the panic started to ease up and I knew what I was going to do and how I was going to do it.  The important part of the plan was that I had to be disciplined enough to get the work done.  Most of my assignments were due on Sunday which meant that for the most part I had 6 days to get the work done in all four classes.  Once I figured that out I was able to schedule the appropriate blocks of time in the evenings and weekend to get the work done.  My dear wife having been in graduate school is a pro at this sort of stuff so she helped me get a jump start on the organizational part of things and told me to go for it.  I am thankful to my wife for her encouragement and telling me that I can do it.  I also appreciate Steve Berry taking the time out to walk me around the campus that first day back in July and giving me the short cuts I needed to get registered for the Fall semester.  Steve was successful at motivating me to "just do it."  The time for talk was over and it was time to put my plan into action. 

I realize that I have only completed one semester out of many.  The academic journey will continue and I am determined to my very best because I know that my doing this not only will help me in the future but I also want to be an example for my two teenagers.  I am telling my teens that if they hope to have a chance at a bright and sucessful future that will include getting good grades now while they are in high school but they will need to use those good grades to spring board into college so they can get a solid education.  

 

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Thursday, December 17, 2009

Christmas tree

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Molly and her baby in dresser drawer
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Jasper in a box
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Monday, December 14, 2009

Big companies losing sight of customer service

I was reminded yesterday of how large monopolies have lost sight of customer service.  I make a living at supporting technology and I was appalled at the lack of timeliness with regards to giving me support. AT&T is our vendor of choice who provides us with the communications links that connect us to the outside world.  I received a call from AT&T MIS notifying me that one of the links was experiencing problems.  They advised me they were going to do some tests on the link and wanted to know when a repair person could access the site in case it was determined a repair person needed to be dispatched.  This call happened around 9 am Sunday morning as I was driving to church with my family.  I advised the person on the phone I would be available for on site from 2 pm until 10 pm on Sunday if they deemed it necessary to fix the problem. At that point I forgot about it because there did not appear to be any problems that were affecting the network.  At approximately 7:30 pm AT&T calls me back telling me the same thing.  Your data link is bouncing around and we need to do some testing.  I was sitting there wondering what AT&T did for the last ten hours?  I was told that they were going to do intrusive testing from 9 pm until 1 am and then let me know if there was really a problem.  I advised them that we pay good money to AT&T for telcom services and this level of support was not acceptable. We use these data links to provide us with connectivity to the outside world and manage our business websites and other services this way.  We can not afford to be down especially when we have known that the data link has been bouncing around for 8 hours before my intial notice.  I notified AT&T operations contact and asked them to escalate the ticket and get something done in a more timely manner.  This contact did everything they could to escalate the ticket and a repair truck was on site at 8 am Monday morning. We were without Internet access and e-mail for 2.5 hours this morning because AT&T decided to take HOURS and HOURS to decide there was a real problem.  I am sorry AT&T that is not acceptable customer service.  That is absolutely pathetic customer service and I am not happy about it.  I will be sending a letter to our customer support team notifying them of our experience and I hope that they will be able to make some adjustments accordingly. 

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