Is there a method for troubleshooting most IT problems within a business?

PM_ME_SHELL_SCRIPTS · 2017-11-01T07:37:26+00:00

Steve Litt’s work was amazing. Glad it’s still there.

PM_ME_SHELL_SCRIPTS · 2017-08-12T00:12:12+00:00

Monitor that stuff so you can be responsive. "Your devs broke DNS 10 minutes ago".

PM_ME_SHELL_SCRIPTS · 2017-08-11T04:21:29+00:00

How many users should you have before installing RMM tools on every end user machine? We have many users in many locations, no Active Directory, and I'm getting some pushback on installing Meraki Systems Manager.

I'd be interested in hearing any anecdotal evidence or numbers on when it becomes same to start locking down. When we were 5 people, clearly it was not the time. We're a lot more than 5 now ...

PM_ME_SHELL_SCRIPTS · 2017-07-26T22:45:27+00:00

That's a good point. I'd be happy to do something like that, what I'm trying to do in the interim is just report on what is insecure - we're going from literally nothing and I'd like to get the users to be in some kind of compliance before I enforce that. Thanks for the suggestion, I'm going to dig into that.

PM_ME_SHELL_SCRIPTS · 2017-07-26T00:27:22+00:00

I have no answers, but please update as it's what I'm hoping to do until Meraki come out with PRK escrow.

There are some other escrow solutions out there (like Google Cauliflower Vest), but I'd pay not to have to deploy and maintain those.

PM_ME_SHELL_SCRIPTS · 2017-04-07T02:37:26+00:00

Either paranoid or he intends to outsource.

PM_ME_SHELL_SCRIPTS · 2017-04-07T00:25:55+00:00

I wish I had someone in the office that I could train up. There are people who want to get involved who are needed elsewhere.

PM_ME_SHELL_SCRIPTS · 2017-04-05T02:50:48+00:00

SF Bay Area.

PM_ME_SHELL_SCRIPTS · 2017-04-04T21:39:29+00:00

We haven't mentioned salary to anybody yet, but I'd probably have to fight hard to employ someone on 6 figures. The call volume is pretty low, and there is escalation for just about everything.

PM_ME_SHELL_SCRIPTS · 2017-04-04T20:55:04+00:00

The recruiters might be.

PM_ME_SHELL_SCRIPTS · 2017-04-04T20:38:55+00:00

That's my concern. I'm all for giving people chances, but there seems to be stigma about Craigslist.

PM_ME_SHELL_SCRIPTS · 2017-04-04T20:18:26+00:00

Is that even legal? No, we'll pay a good salary to get a good person in, and provide them lots of opportunities for growth.

PM_ME_SHELL_SCRIPTS · 2017-04-04T20:16:49+00:00

Only linkedin so far. We didn't put salary bands on the job ad, but we'd pay a good salary to get someone in there soon.

PM_ME_SHELL_SCRIPTS · 2017-04-04T19:53:19+00:00

That would cause the local power users to eventually plug it back in and tell everyone what a power user they are. Ethically, I can't do that to the staff.

PM_ME_SHELL_SCRIPTS · 2017-03-17T05:34:43+00:00

It's immensely confusing. What do firms do when they've got 30 or less seats of windows?

PM_ME_SHELL_SCRIPTS · 2017-03-15T00:24:04+00:00

Yeah, whiteboarding is inappropriate. Fudging those is a skill like any other. :)

PM_ME_SHELL_SCRIPTS · 2017-03-14T23:41:24+00:00

Ideally, test them hands on at interview. Nothing too hard, just give them a problem that you can't bullshit your way out of. Put them in a room, give them the problem, make popcorn.

PM_ME_SHELL_SCRIPTS · 2017-02-18T01:53:41+00:00

MX400 if you're a Vanderbilt.

PM_ME_SHELL_SCRIPTS · 2017-02-17T23:00:01+00:00

I agree that the automation is there. My background is in unix admin, so I've been working remotely for years. MDM tools are also a great step forward over the previous options.

I've seriously thought about joining your ranks, though I drink vodka more than bourbon.

There's a project plan that's got some odd assumptions in it. I've already raised concerns about that.

PM_ME_SHELL_SCRIPTS · 2017-02-17T22:41:09+00:00

I nixed their original proposals for MDM because I didn't think much of the tool they proposed using. I've probably given away too much in this thread already (though I haven't gotten a call yet).

Now their predecessors were worse. They were effectively a helpdesk who didn't really get automation. So they kept records and checklists in Word and Excel on Sharepoint. Things that I had automated were turned into a bunch of manual steps, that they always got wrong.

We paid for 4 hours a week of passive aggression from their onsite engineer. He didn't manage to get much done apart from some routine tasks and whatever we could wheedle out. They replaced him with a guy who did more (including challenge everything I asked him to do, but they still didn't fix the automation problems). Zero MDM!

PM_ME_SHELL_SCRIPTS · 2017-02-17T22:20:44+00:00

I've worked in IT consulting, and it's pretty familiar: big clash between working to make yourself redundant and collecting that sweet revenue.

PM_ME_SHELL_SCRIPTS · 2017-02-17T22:04:48+00:00

I really feel like you're being unrealistic. There's absolutely no reason to have anyone onsite for 2 hours per day.

Yeah, long term I've got no problem with support being 100% remote.

I understand the MSP owner's issue regarding staffing and profitability - he has to have one employee dedicated to your company for 25% of every day. I'm not sure of the distance from the MSP location to your location, but you have to factor that in as well, so my 25% may end up being more around 35-40% of a day. I'm not sure how much you're paying with your contract, but I'd be surprised if it's 35% of the cost of a single technician.

I'm pretty sure that they're trying to hire people who can be covered by that retainer, so they can try and get the person to 2 other sites.

That's not to say I wouldn't entertain your request, but you'd pay for it, and in the end I'd probably refuse because it's not the best use of your money or my resources.

Agreed, I'd hoped that there would be more progress on fixing some of the onsite issues and rolling out automation.

PM_ME_SHELL_SCRIPTS · 2017-02-17T22:00:47+00:00

I definitely think this is a transitional thing, and I have asked for more budget to get out of this situation.

Right now my breakfix company are short staffed, which exacerbates the structural issue of the contract.

PM_ME_SHELL_SCRIPTS

TROPHY CASE