![[personal profile]](https://www.dreamwidth.org/img/silk/identity/user.png){kind=small}
(no subject)
Nov. 12th, 2008 01:56 pm"So Stormdog, how's work been?"
Here's an edited version of an email I sent to my friend in implementations out in Washington state.
Well, we still have issues with people who are legacy (company we bought a year ago) employees. They log tickets and we have no idea what the system they are having problems with is, where it is, who manages is, what it does, or what the initials stand for. That used to go over to the people in (that office), so that wasn’t too bad. At this point though, the entire (that office) office is moving to the building that (company that bought us) already has in a nearby town, so they’re incredibly busy with the move.
Actually, I should say *he* is incredibly busy with the move since everyone on the help desk there except for (Tech A) has either left or, in one case, been reassigned to IP telephony duty. I’m pretty sure that everything I send to the (company we bought a year ago) queue at this point is in the next best thing to a black hole, but you know, I’m kind of ok with that.
And now that the merger has gone through we have the same questions about systems that we don’t know about coming from our side about getting to things on the (company that bought us) side, except (company that bought us) isn’t as responsive. Their first line tech support is in India and somewhere in The Philipines depending on time of day. In theory we’re all going to be integrated at some point and we here onsite will be doing level 2 support only as level one is resolve by the off-shore call centers. In practically, we all think, we’re going to have lots of people going around that to us directly to avoid the huge wait times that we’re already seeing from people who are trying to get help from them. They prefer questions to go to them in email, and there’s usually a multiple hour wait to get anything useful back. At least, that’s what I’ve seen from where I am. Maybe there’s some slim chance that it won’t actually be that bad. We’ll see.
Oh hey we’re suppose to be off of (our call tracking system) by the end of this month and using their new http call tracking system which is hosted on servers in The Philipines. That might actually be a plus, given how much (our call tracking system) gives us problems. That said, we finally just got emails with credentials to access the test server over there to learn the system and they didn’t work. We have not heard back on our emails to them about it as of this afternoon….
A bunch of servers were moved over the weekend from (company we bought a year ago's office) to the new office that belongs to (company that bought us). We walked into 90 emails in the help desk on Monday from people who couldn't get to them. The pace has slowed a bit, but is still break-neck. I started the week down to about 40 open tickets (I usually have 20 to 30) and am now up to 90, with a high point on Monday of 120. I know that I'm not getting back to anybody with any speed and I don't care that much 'cause there's nothing we can do about it.
But I have a job!
Here's an edited version of an email I sent to my friend in implementations out in Washington state.
Well, we still have issues with people who are legacy (company we bought a year ago) employees. They log tickets and we have no idea what the system they are having problems with is, where it is, who manages is, what it does, or what the initials stand for. That used to go over to the people in (that office), so that wasn’t too bad. At this point though, the entire (that office) office is moving to the building that (company that bought us) already has in a nearby town, so they’re incredibly busy with the move.
Actually, I should say *he* is incredibly busy with the move since everyone on the help desk there except for (Tech A) has either left or, in one case, been reassigned to IP telephony duty. I’m pretty sure that everything I send to the (company we bought a year ago) queue at this point is in the next best thing to a black hole, but you know, I’m kind of ok with that.
And now that the merger has gone through we have the same questions about systems that we don’t know about coming from our side about getting to things on the (company that bought us) side, except (company that bought us) isn’t as responsive. Their first line tech support is in India and somewhere in The Philipines depending on time of day. In theory we’re all going to be integrated at some point and we here onsite will be doing level 2 support only as level one is resolve by the off-shore call centers. In practically, we all think, we’re going to have lots of people going around that to us directly to avoid the huge wait times that we’re already seeing from people who are trying to get help from them. They prefer questions to go to them in email, and there’s usually a multiple hour wait to get anything useful back. At least, that’s what I’ve seen from where I am. Maybe there’s some slim chance that it won’t actually be that bad. We’ll see.
Oh hey we’re suppose to be off of (our call tracking system) by the end of this month and using their new http call tracking system which is hosted on servers in The Philipines. That might actually be a plus, given how much (our call tracking system) gives us problems. That said, we finally just got emails with credentials to access the test server over there to learn the system and they didn’t work. We have not heard back on our emails to them about it as of this afternoon….
A bunch of servers were moved over the weekend from (company we bought a year ago's office) to the new office that belongs to (company that bought us). We walked into 90 emails in the help desk on Monday from people who couldn't get to them. The pace has slowed a bit, but is still break-neck. I started the week down to about 40 open tickets (I usually have 20 to 30) and am now up to 90, with a high point on Monday of 120. I know that I'm not getting back to anybody with any speed and I don't care that much 'cause there's nothing we can do about it.
But I have a job!
