7 Matching Annotations
  1. May 2021
    1. My advice is if you are looking for a quick and accurate answer ask to have the trouble ticket elevated immediately and to speak with an engineer that will recognize your knowledge and speak with you on your level.
    2. "Put as much information about the problem itself into the email". This is where you show your ability to know what is important and relevant and establish your technical level. Don't be brief, don't imply, and break it down Barney style so the person receiving it knows to escalate your ticket.
    3. Look for certain questions that have been asked every time, and put those answers into the initial email you send about the new problem. Try to add things that make the potential problem sound local. The more information you give them that you know they will be asking for in their script, the faster you will get someone who can help you. And they will thank you for it.
    4. And if your answers tell me it's something too advanced for me, only then would I escalate it.
    5. In one of my internship, I got to befriend a level 2 tech support, so learned a couple thing of how it worked (in that company). Level 1 was out-sourced, and they had a script to go from, regularly updated. From statistics, this took care of 90% of issues. Level 2 was a double handful of tech people, they had basic troubleshooting tools and knowledge and would solve 90% of the remaining issues. Level 3 was the engineering department (where I was), and as a result of level 1 and 2 efficiency less than 1% of issues ever got escalated. The process worked!
  2. May 2020
    1. Peer must maintain a staffed 24x7 operational center, with knowledge or direct escalation privileges to knowledgable personal to resolve any issues efficiently
  3. Aug 2014
    1. One thing that was happening at that time was the media was portraying punk as this extremely self-destructive, nihilistic kind of sadomasochist kind of nonsense. Which then really created a lot of unpleasantness in terms of straight society towards punks. But even worse, people who were really into nihilistic and sadomasochistic and self-destructive tendencies said, “Oh I must be a punk!” and started coming to shows.

      Dischord Records founder Ian MacKaye on media coverage of the D.C. punk scene