True Life Tale: Remote Support at All Hours of the Day
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“I’m in one of those positions where I do help desk support, server support, Exchange support and SQL Server support for more than 350 users and 30 servers. My luck increased last year when we started to offer up laptops to our execs.
“Here’s the situation: Exec A goes on a business trip and he takes his laptop without letting me know or finding out what type of connection he’ll have at the hotel. He gets there and we find out the hotel has dial-up. We give Exec A external access via a Citrix server; he calls me on my cell to fix his Internet connection and connect him to Citrix, neither of which he has used before….”
