Springtime Tallahassee

There are very few things that bring together a community more than festivals. This weekend Tallahassee has one of its biggest city events. Springtime Tallahassee is an all day event that is kicked off Saturday with the annual Springtime Tallahassee 10K. Shortly after the race is finished everyone gathers around for the parade. This is a good time to get together with friends, family, or strangers to show our support for our community. The parade will consist of all types of organizations that make Tallahassee an All American City.
Before, during, and after the parade people will be able to buy food and crafts from all sorts of vendors. If you have never tried a fried Snickers Bar or Apple Dumplings, then you might want to find your way to the food court. I will be the guy with the Smoked Turkey leg.

According to the weather channel this year’s event should be perfect with no rain and mild temperatures. I would suggest that if you can make it downtown this weekend, you will not regret it. All you need to bring is a smile, sun screen, and maybe a folding chair.

Proper knowledge base entry

Below is a list of rules that I found for proper knowledge base entry. A Knowledge base must be made up information that is easily searchable and useful. Below is a list of procedures that all technicians should follow when submitting articles entries to the knowledge base. The steps below will provide consistence and easy of use 

1. Write a Solution using step-by-step instructions. Paragraph formatting is unacceptable for sequential procedures, but is acceptable for explanations. Steps must be numbered with periods after the steps and two spaces before description.
2. Start all solutions with a verb. (i.e., Click OK or Reboot your computer)
3. Use “when/then” statements for steps that include conditions. (e.g. When this happens, then do this) the word if can imply that whatever happened isn’t normal and may cause a lack of confidence if the customer is accessing the knowledgebase self-help.
4. In all solutions with an indicator marking the end of the solution. For instance sequential numbering “END” as a part of the solution indicates the last step of the solution. Example:
   1. Click OK
   2. “END”
5. Capitalize letters to emphasize important warnings. (e.g. DO NOT TURN COMPUTER OFF.)
6. Capitalize the word “note” and follow it with a colon. When making a side comment or drawing the professional’s attention to something important, a side note is appropriate. (NOTE: check caps lock key)
7. Use dashes to list examples. Follow dashes with a space.

Several things can cause this:

-          network cord is unplugged

-          dive mapping has been lost

1. Avoid using uncommon abbreviated words. (e.g. printing should not be abbreviated as PRTG.)
2. Use a period at the end of every sentence.
3. Place a space before and after any keyboard character. (e.g., Printing / Printer not Printing/Printer.)
4. Write solutions in a commanding tone. A solution is a procedure and must be written in a language that leaves no ambiguity. Avoid using words like “please” and “should” on the solution. Effective solutions dictate specific steps that are not optional.
5. Write out problem descriptions as statements, not questions. Questions or additional information can be provided in the problem cause section of the solution.
6. Avoid using “you” or “your”. This is unnecessary text for example: “you then click OK” can be just as easily written as “Click OK”.
7. Use consistent verbs when identifying actions. Use the verb “press” when refereeing to the keyboard keys. Use the verb “click” when referring to the mouse functions. Use the verb “select” when referring to the menu options.

Guidelines for knowledgebase entries:

1. One entry per problem and cause. For each cause of a problem there should only be one knowledgebase entry.  For example, there should not be multiple knowledgebase entries resolving the same problem.  If there are multiple causes to a problem, there should be separate knowledgebase entries for each cause outlining the solution.
2. The Title should accurately summarize the article. This will usually be identical or very similar to the “Topic or Question.”
3. The “Topic or Question” field should be a specific problem. For example, “Having problems in Word” does not outline a specific problem to resolve.  “Word crashes when attempting to print.” would be appropriate.
4. The “Content or Answer” field should list the cause of the problem followed by a logical solution.  The first line should “Problem Cause:” followed by the cause below.  After the problem cause there should an empty line followed by “Solution:” with the solution listed below.

Pulse Monitor 1984 or lifesaver

I just read an article at TechDirt.com about businesses placing devices that monitor your pulse while you or at work. Now I am not a conspiracy theorist and I know the government is not controlling my thoughts through microwaves, but this sounds way too “Orwellian” for me.

Could you image going to work, placing a wrist strap on you arm and having some computer monitor your vitals for variations in your normally heart rate? That seems extreme. When I first read the article I thought the technology would be used to monitor employees sleeping on the job, but it sounds like the companies looking to this for increased heart rate for things like stealing or being robbed. The only place I think that should be is in fields like Law Enforcement, Corrections, and Military. This seems like a logical fit for this technology. If a persons vital were to get erratic for an unknown reason then this could signal an issue that the may need immediate attention.

Secretary’s Challenge

Monday fitness day

OK this is a day late SUE ME!

Yesterday was my fitness day here on the BLOG. I mentioned last week that I would give stats, so you will find my weekly stats at the bottom of this post.

What I wanted to talk about today is a voluntary event I participated in yesterday. It is called the Secretary’s Challenge.  

It is an initiative that the current Florida Department of Corrections Secretary has established. I personally think it is a great idea. Here are the program goals:

1. A more physically fit workforce that is better prepared to meet emergencies when they arise
2. Improved productivity
3. Improved attendance
4. Improved employee health resulting from being physically fit
5. Reduced healthcare costs
6. Improved employee appearance, self esteem, and professional pride
7. Improved general sense of well-being
8. A safer environment for employees and inmates

There were two time yesterday for people participate in the challenge 9:00 AM and 4:00PM. I competed at 4:00, but also went to the 9:00 o’clock session to watch Secretary McDonough. HE IS A MONSTER!!!!!! I will not reveal his stats until he releases them first, but I will say that for a 60 year man he is great physical shape.

The contest consisted of 3 events push-ups, curl-ups (sit-ups), and 1.5 mile run. We divided into pairs for the push-ups and sit-ups. One person would do the exercise and the other would verify that s/he was doing the action properly and a keep count for the person doing the action. Both push-ups and sit-ups have a 2 minute time limit. The 1.5 mile run was 6 laps around the track with a running clock.

My Secretary’s Challenge stats

Push-Ups: 38
Curl-Ups: 41
1.5 mile run: 13:13

This week’s personal stats

Weight: 236
Waist: 38/39 inches

The next 5 years

Today is List Day Wednesday!!!!!

I have been thinking about goals lately and thought I would make this list about the 10 things I want to accomplish in the next 5 years.

1. Graduate college. I have been off and on with this college thing for 7 years now. I really think that I should buckle down and git-r-done.
2. Get a better paying job. I like my job I have now, but I know that I am being paid about 20K less than others that do the same thing I am doing now.
3. Lose weight. Yes I have already posted about how I have started to work to lower my weight and I am very serious about it. Eventually I want to weight around 200lbs. Any more weight that I lose will be icing on the cake.
4. Have a child. OK, I am almost thirty and all my friends have children. They are always asking we are going to start a family.
5. Visit Costa Rica again. My wife and I visited Costa Rica on our honeymoon and it was Awesome! I really had a great time and would like for us to go back while we still can enjoy all thing it has to offer.
6. Visit Europe. I have never been and really want to go.
7. Run a 21 minute or less 5k. Ok this might just be a pride think, but I think that can accomplish if I accomplish goal 3.
8. Jump out of a plane. Another thing that I have never done and would love to do. I know that it is crazy, but I want to do it just once so I can know the feeling.
9. See my niece graduate from Kindergarten. This is just one of those special things that I want to be apart of.
10. Complete a Mini Triathlon. Yes, I know this seem like a lofty goal, but I would love to complete a triathlon. I am not under any delusions that I would win or even be competitive. I choose a mini because I think it is more if an achievable goal

Noles b-ball

The Seminoles will be play Mississippi State Tuesday on at 7:00 o’clock. This game will be televised on ESPN. You can learn more information at Noleball.

Get in My Belly or Not!

Ok so I have been a slob lately and need to lose about 25lbs, so I have started to diet and exercise. Well, really I would not call it a diet as much as it is watching what I eat. I going to try to eat more health and eat less food. Drink more water and exercise more. I am going to be playing full court basketball 3 times a week during my lunch hour. Well that’s plan anyway. So, I think that on Mondays I will update the blog with my progression.

So my current stats:

Weight: 236lbs

Waist:   38/39 inches

Noles beat Michigan

FSU beat Michigan 87-66 in the second round of the NIT. I don’t have much to say about this, except you got give up for the governor that was at the game Thursday night.

List: Top 10 websites

List the top ten website

The top ten website I visit almost everyday.
1. Google.com: Google is my home page on all my computers. I use the Google personalized page. I have my e-mail and RSS all in one convenient location.
2. TechCrunch.com: Probable my favorite blog. Edited by Michael Arrington this site profile all types of internet startups. Mostly dealing with Web 2.0 companies TechCrunch has a huge following. I always like when Michael does a story on a new startup and then 1 hour later the site has crashed because so much traffic.
3. Tallahassee.com: I go to this site everyday. It is my window to local news here in Tallahassee. Tallahassee.com is the website for the Tallahassee Democrat newspaper. I often read the blogs especially Bob Gabordi editor of the Tallahassee Democrat. He consistently writes in his blog everyday.
4. TechRepublic.com: This is a cool site that has a lot of good technical knowledge.
5. Engadget.com: This blog has some of the coolest product information on the web. You just heard about the newest I(whatever), I bet that it was on Engadget already.
6. Veoh.com: This is my current video site of choice. It has all type of videos and a cool player you can install on your PC. Even better you can download videos with player direct to your computer through a P2P network. I wrote an article on it here.
7. YouTube.com: I can’t do a list without giving everyone’s favorite web video sharing site.
8. BitsandBianry.com: This is a the blog of one of the guys I work with. He talks about all kinds of thing. It is a very good read
9. WordPress.com: I have to give it up to the site that host’s my blog. I love WordPress.com the functionality and flexibility of this site is awesome. The community rocks too.
10. Verticalgambit.WordPress.com: This is a shameless plug I know, but I do visit my own blog everyday so it can be consider one of my favorite sites.

Dealing with a Customer Helpdesk.

Here are some quick tips when dealing with a customer service representative (aka Helpdesk).

First, have all relevant information with you at the time you call. One of the most common mistakes when contacting a Helpdesk is not have all your documentation, receipts, or product with you when you call for assistance. You need to realize that the first person you talk to is not likely the most knowledgeable expert on whatever subjects you is having a problem. Helpdesk are normally the first line of defense for call resolution. For a customer service representative to help you they will need all information on the issues. It is best when you call a help line to have every thing in one place so any reasonable question they ask you will be able to answer. The most common question from them may put you at a lost for words without all your documentation. Be prepared to answer things like, date of purchase, model number, serial number, location of purchase, specific issues you having, etc….

Next, give yourself plenty of time for the call. I know most people are in a rush all the time, but that will not help you when you are trying to solve an issue. When you call a helpdesk you should be ready for delays. Be prepared for anything from wait time before a technician get to your phone call to the technician find possible resolutions within his company’s knowledgebase. Usually if you are calling it is because you could not figure out the question yourself. This would indicate that it may take a little bit to find a solution. A good rule of thumb is give at least 30 minutes to an hour, from the time you first talk to a real live person, for you to explain and get some type of resolution.

Lastly, patients, patients, patients!!!! Rome was not built in a day (I know it is a stupid expression), but you can not expect someone to read your mind and fix your problem as soon as you call. I am not saying that you should not expect them to fix your issues. Just that you should understand that helpdesk representatives are not your enemies, they want to solve your problems as much as you want them to be solved. Because in doing so they are helping keep their own jobs secure. A common thing customers calling a helpdesk should be aware is that you probably don’t speak the same language. I do not mean you speak English and they speak Aramaic (well for the most part I don’t mean that). I mean that most likely you speak in laymen terms and they speak technical gibberish. This is really where patients comes in to play. You need be able to articulate your problem the best you can and try to make them understand what issues you are experiencing. They should also be trying to do the same.

Here is a quick tip I have found that helps me let the helpdesk know exactly what my issue is.

Photos: I recently had an issue with a new dryer that I bought. I need to know how to install the power cord in to the back of the dryer. The particular cord that I had did not have a color coded system like the one I saw at the store. Before I call the helpline I took photos of the back my dryer and of the cord and posted them to my website. I then instructed the helpdesk technician to look at those pictures in reference to my issue. This worked like a charm.