Support Tech or Carrier?
Every year about this time people start calling in sick. They have a cold, or they have the flu. They have something that they rather not go into detail about. As a manager you expect the flu season to...
View ArticleWhen You Grease, Don’t Forget the Quiet Wheels
As with most idioms, “The squeaky wheel gets the grease,” is far too often completely true, especially when it comes to managing employees. This is not a good thing. One reason is people are not...
View ArticleIs it Time to Replace the Computers or Can You Wait?
How long is too long to keep a computer? That answer seems to change with the economy and our budgets. Back in the nineties when companies couldn’t spend money fast enough 3 years was the norm. Later...
View ArticleWhat Do You Do With Old Computers?
If you do not lease your equipment you have several options available to you. The first of course is to take it to a local recycler. You may want to make sure they are a reputable one. Many states not...
View ArticleThe Best Boss I Ever Had
I’ve heard that some of the most popular blogs on Toolkit Café have been about best bosses and worst bosses so I thought I would take this week to talk about The best boss I ever had. Better Bosses...
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Snooping is Creepy, Especially When the Government is Doing it
As an IT manager, making sure employees don’t abuse their access rights and snoop in HR files is always a concern. I think most of my employees had too much integrity and too much of a life to consider...
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Measuring the Cost of Downtime
Have you ever tried to get an infrastructure project funded only to discover that it is like “pulling teeth” to get your senior manager’s approval? If so, it is probably because your senior manager is...
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Respecting Your Users
I spent years in phone support. I was a frontline tech, a manager and, at times, a trainer. I always liked the job but I was one of the few. Most techs hate it and would rather do anything than take...
View ArticleStart a Team Mentoring Program
Most support teams are pretty diverse when it comes to skill sets. Some techs excel at customer interaction while others are experts at telephony and others are the hardware specialists. It’s good to...
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Mike’s Top 15 IT Manager Tools
When the Editors of Toolkit Café asked me to provide a list of the Top Ten IT manager tools every IT manager should have, three things happened: • First, I never had really thought about “must have...
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