Sunday – 11 September 2016
Today marks the fifteen years since the attacks on the World Trade Center and the Pentagon, as well as the downing of a plane in Shanksville, PA. (Last year’s post)
Please remember those who died, both in the attack and those who gave their lives trying to rescue/save those in the affected areas.
September 11th National Day of Service and Remembrance
Namaste.
Thursday – 14 July 2016
It’s been one week since I wrote Life in Black, White, and Blue. In that week, I’ve had a number of people read it and thank me for giving a voice to my feelings and casting it out to the world. Some have even asked if they could share it with others; I happily said “yes” to those requests. I was also deeply touched and honored that they thought enough of what I had to say to want to share it with others. Hopefully, something I wrote will help someone else be able to address their own uncertainties.
This week has been better. And I have a few things to say about that. (Surprise!)
In Brightest Day, In Blackest Night… 1
Those are the first two lines of the Green Lantern Corps Oath. (I’m a comic book fan, but there really is a point to this.) The GLC are, basically, space cops. Members of the Corps are chosen for their ability to overcome great fear. Their weapon is willpower.
Let’s explore that for a moment: People chosen not because they don’t fear anything, but because they can overcome their fear.
What could we do if we didn’t fear each other?
What could we do if we had the will to stand up for – and with – other?
What could we do if we chose to not let our differences divide us, but instead found things within each other to lift up?
Do you realize how powerful we’d be?
We would be unstoppable.
We only have to let go of our fear.
You can’t have something for nothing, you can’t have freedom for free… 2
People are protesting. To voice their frustrations and to hopefully have that frustration heard and acted upon. And they have done it despite the very real possibility of being arrested. Why? Because, for them, freedom of the body is a small price to pay for the freedom of their souls. Because it’s worth taking a stand, not only for themselves, but also – possibly, especially – for those who can’t.
We ain’t got no time 4 excuses, the promised land belongs 2 all… 3
There are inequalities in our system and, partly because of that, we’ve become polarized:
I found a couple of items today that made an impression. One was an article from Henry Rollins in L.A. Weekly, excerpted below:
If white America experienced a fraction of what black America deals with regarding law enforcement, incarceration, the court system, employment and countless other facts of life, they would immediately and collectively lose their minds.
…and…
I’m an educated, Caucasian, heterosexual male. Does this ensure I will have success and live the American Dream? Obviously it doesn’t, but it damn sure drops me on second base with a great opportunity to steal third.
The other was a Facebook post from Molly Suzanna, recounting her experience after being arrested for a traffic stop when she was 19, excerpted below:
This arrest is still on my record. It doesn’t prevent me from anything but I do have to explain felony charges when I get pulled over or apply for a job.
I have never publicly told this story.
I tell it to you, today.
And here’s why:
If I were a black man, I would be dead. Plain and simple. Pretty white girls don’t get shot during wrongful arrests. Not any that I know of, and certainly not me.
You can’t deny white privilege and what it affords you. To deny it is to acknowledge it exists, that you are privy to it. You don’t see it because it exists for you.
Something is very wrong in this country. There is a sickness. Black men (and sometimes women) are dying. They are being gunned down. For no discernible reason, and at an alarming rate, by white officers.
Seeing these two points of view – from people who are not Black and who have realized the advantages a privilege that is a by-product of the fickle finger of fate and genetics have given them – gave me hope: Hope that there are people out there who get it and are willing to put their stories out there. And hope that change can happen.
And the knowledge that they fear is a weapon to be used against them… 4
Knowledge is power.
Properly applied, knowledge can combat the problems we see on the news and, for some, in our neighborhoods.
Be well.
Namaste.
1 – Green Lantern Corps Oath, DC Comics
2 – Something for Nothing, Rush
3 – We March, Prince
4 – The Weapon, Rush
Thursday – 07 July 2016
I usually denote Thursdays as being “No Bad News Thursday.” Today is not one of them. The news – and social media – are full of nothing but bad news today.
Quite frankly, it’s been wearying. A heavy, ponderous weight that even Atlas would be hard pressed to bear.
Before I go further, I want to state the following:
With those things stated, let’s begin.
I am a man in my mid-40s.
I am a Black man in my mid-40s.
I am a Black man in my mid-40s, with a wife and two children.
I am a Black man in my mid-40s, with a White wife and two biracial children.
I am a Black man in my mid-40s, with a White wife and two biracial children, living in America.
These are truths and the facts of my life.
I woke this morning to learn that another Black male had been killed by a member of their local police department. This occurred less than forty-eight (48) hours after another man, hundreds of miles away, suffered the same fate. There names were: Alton Sterling and Philando Castile. To borrow a line from Star Trek: Deep Space Nine:
“No, they’re not just names. We must remember that.”
These were men. Men with lives and families. Men who were promised, by the founding fathers of this country, the right to “…life, liberty, and the pursuit of happiness.” This is a promise that failed them. Lives and liberty cut short. The pursuit of happiness unfulfilled.
I do not live in either location where these tragedies happened and the only “eyewitnesses” I have are the video footage from bystanders of the incidents and the news media. According to what I’ve read and seen, both of these men were minding their respective business – one selling CDs outside a neighborhood store, one on his way home from the grocery store.
As I stated above, I have family and friends who wear the uniforms of peacekeepers. They chose to undertake a job that puts them at risk. The essence of their jobs can be distilled to this: They put themselves in harm’s way – on a daily basis – so that we can feel safe. So that we can be safe.
That’s not my job. Distilled to its essence, my job is to push buttons and see to it that computers work. It could also be extrapolated that my “other job,” that of parent and caregiver, is to ensure that my children have a safe and loving environment in which they can grow and flourish.
As a Black man in America, I am subject to a level of suspicion and scrutiny that my friends who are not “persons of color” are not. Yet for a difference that is, literally, skin deep, that scrutiny can often be taken to the level of “guilty until proven innocent,” a gross perversion of the law. My mother and mother-in-law had a “conversation” on social media earlier today, during which my mother expressed the following sentiment at one point:
Rob is my first born…I love him more than words can express. I continually pray for his safety/well-being.
When I read that, it nearly brought me to tears. My mother worries – genuinely worries – about me and forces beyond our control. Because, she too watches the news and sees the too-often unnecessary deaths of men my age and/or younger. Snuffed out for no apparent reason beyond the abusive use of power.
Any loss of life, especially for senseless reasons, is heinous. Just because I am Black, does that mean that my life, hopes, and dreams are worth less than someone else’s? No. But, looking at the news and social media today, I’d be hard pressed to find proof to bear that out. According to this article and this article, as of July 5th, since the beginning of 2016, at least 532 people have been killed by the police and as of this morning, 136 of those were Black. For the record, July 7th is the 188th day of the year. That means that a Black person has been killed almost daily by police since the year began. The Guardian provides an interactive database of statistics of “People killed by the police in the US” that can be found here.
Going by the Guardian’s count, 261 white people were killed by police — the highest total out of any racial group. But data also shows that black people and Native Americans are being killed at higher rates than any other group. – ThinkProgress
Let me note that I in no way mean to diminish their deaths or the deaths of anyone of any other ethnic background. I sympathize for their families and loved ones. But, theirs isn’t my paradigm.
I spent a portion of this afternoon talking with a friend who works as civilian support staff for a police department. She said that she feels like:
…I’m caught between defending the good cops and defending “offenders” to the not so good cops.
and
I’ve found myself realizing that we haven’t progressed as a society, and these shootings are not isolated incidents. It scares the hell out of me. And I don’t know where to start to fix/help.
What needs to happen? Change. What form should that change take? I don’t know. But, I would love to see the hatred and fear that separate us and seem to be driving us farther apart transformed into something that can strengthen and forge us into something far better than we’ve seen in far too long. And I would like to see accountability levied against those who wield their power as a divine right rather than as civil servants and defenders of the law.
Be well.
Treat yourself – and others – well.
And let’s find a way to come together and show the world that we are better than this.
Namaste.
Friday – 17 June 2016
We’ve made it to the end of another week. Selah.
My friend, Dave, posted a link to the following article in a chat a little while ago:
The tongue-in-cheek way the women of Google are responding to a shareholder’s sexist comment
Synopsis:
The women of Google have come up with a clever, tongue-in-cheek way to raise awareness about gender equality after an investor made a sexist remark at the company’s annual shareholders meeting last week.
Now other Googlers are standing up in solidarity by designating this Thursday and Friday as “Lady Day.”
The idea sprouted in an email group for alums of a Google leadership-development program for women. One employee suggested that they should all change their titles to “Lady ___” in acknowledgment and lighthearted protest of the incident. As in “Lady Systems Engineer,” or “Lady People Analytics Manager.”
As of now, more than 800 Googlers — women and men — have changed their job titles in the company-wide directory or in their email signatures.
I recommend reading the entire article.
Google also came up with a new graphic to help illustrate the point:
So, for the day, you can refer to me as “Lady Systems Support Engineer.”
Solidarity – along with equality – is a pretty awesome thing.
Namaste.
Monday – 02 May 2016
Something came to mind a few minutes ago and I am trying to wrap my head around the legal shadings surrounding it.
Let me back up and say that I think that NC HB 2 is one of the more idiotic, bigoted and offensive laws that I’ve heard of being proposed, let alone one that has actually been enacted. So, if you’re a fan of this law, you might want to ignore the rest of this post.
In broad terms – and according to the letter of the law – users of public single-sex, multiple occupancy restrooms must use the bathroom that matches their birth gender identity, correct?
I have two 4yo daughters, who I am not about to make – or allow, really – go into a public restroom by themselves. Multiple reasons. But, if I take them into the men’s room, am I in violation of the law?
I was talking this out with my friend, Chris, who pointed out the following:
Chris
Tricky. THEY would be the ones in violation of the law.
I think it has an exception for kids under a certain age, but I don’t know what age that is.Rob
Right, but there’s the whole issue of them being not of age, so wouldn’t responsibility/culpability fall back on me?Chris
You know, I’m not sure how that works. If they’re 12 and burn down the school, you’re not criminally responsible, but you might be on the hook for civil financial penalties.
That being said, there is an exception for: To accompany a person needing assistance
For me, that’s part of the problem: The girls are fully capable of going without assistance, for the most part; they are, however, too young to go unaccompanied. And, for example, on nights when Sara works and I take them out to dinner, they have to go to the men’s room to use the bathroom.
Chris responded to that with:
And yeah, I see nothing in the law specifying an age. Now if you tried to take them into the ladies room, I think they’d be more likely to try to enforce it than vice versa. But it seems to me that, technically, they don’t NEED assistance and so they would be in violation if you took them into a men’s room. Probably no judge would uphold it, but it would be a hassle for sure.
So, if I were to bring the girls to visit their grandparents in NC and we were to go out and I wound up having to take them to the restroom, would I have to worry about someone getting their dander up and trying to drag me to court – or even jail – because I had to take them to the “wrong” bathroom?
Food for thought.
And, I welcome any serious discourse on the matter, especially from anyone who lives in NC.
Wednesday – 05 April 2016
I am writing wrote this on an airplane. I spent the last three days at home in Maryland. I went home for a grandparent’s funeral – my stepmother’s mother. It wasn’t completely unexpected, but it is never pleasant. Of my step-grandmother, I can honestly say this: At no time in the forty odd years that my father and stepmother have been married, she never treated me differently than any of her other grandchildren. Ever. And she was a loving great-grandmother to my girls, as well. She was a lovely woman and a genuinely good person. She will be missed. Greatly.
Taken a three years ago…
I didn’t make any concrete plans while I was in Baltimore… for the most part. Of course, I was going to get crab cakes – living in a landlocked state made that something of an imperative. But, I also wanted to get together with a few people, schedules permitting. That part worked out reasonably well. I wasn’t able to connect with a few of my former classmates, but I was able to spend time with family. And, that was fantastic.
Sunday night, when I got in, was able to spend three-plus hours talking with my father and brother. Opportunities like that are far and few between, as we live in different parts of the country. The conversation ranged over a number of topics, but it was great to just be able to sit in the same room and talk with the two of them.
Monday, after the funeral proceedings, I went out to visit an aunt and uncle. I didn’t them that I was in town, nor that I was coming out for a visit. That might sound a bit presumptuous, but I have what I consider a very good reason for that:
Before I moved out west, I would occasionally take a day trip to my paternal grandmother’s; she lived about three hours from where I lived. I would show up and there would be a spread of food laid out for me. I appreciated that, but hated that she went to the work for me to be there for an hour or two. So, I stopped calling before heading to her house. That served a few purposes:
So, as I noted, I didn’t tell my aunt and uncle I was coming by. This turned out to be equally fortuitous. Apparently, my aunt was having a kind of a “down” day and needed a boost, which she said my visit provided. (WIN!) I also got to sit and talk with them for a couple of hours, which was fantastic. I got to hear a few stories about when I was little and I was also treated to a story from (and about) my uncle that neither I nor my aunt had heard before.
Tuesday was a little more open-scheduled. We slept in and then met another aunt and cousin for lunch. We were going to go to one of my old haunts, but it wasn’t open for lunch. My sister suggested a nearby option, that also had seafood. Good call. Actually, excellent call. After that, my brother and I decided to walk over to the Inner Harbor and do a little shopping. We also had a chance to talk one-on-one, face-to-face. We also walked up Federal Hill, to get pictures of the skyline.
The Inner Harbor (taken from Federal Hill)
That evening, I made plans to meet my god-sister at her parents’ house. We talked for about an hour and a half, before she had to leave. After that, I sat and talked with my godparents for the next four hours. Again, I got to hear stories and learn a few things. I consider it time well-spent. By the time I got home, it was well after midnight… And my entire family was still awake. That was a not-so-minor surprise. And we proceeded to talk for the next couple of hours.
This morning Yesterday, my parents, siblings, and I went out for breakfast. I can’t recall the last time that the five of us – just the five of us – were able to do that.
Breakfast with the family.
It has to have been nearly twenty years, if not more. Again, time well-spent. We said goodbye to the ladies at the restaurant and headed to the airport with my father. All too soon, my time at home was at an end.
Despite the reason for us getting together, I had an amazing time with family and extended family. It also punctuated how valuable they are to me. It also made me even more appreciative of the fact that Sara, the girls, and I were able to go to Boise over Easter and visit her grandmother… who has become my sole remaining grandparent.
Namaste.
Sunday – 20 March 2016
Today was the final performance of Aida for Utah Opera‘s 2015-2016 season.
Aida: War
That was a bittersweet statement. I met a lot of fine people and had a fantastic experience. I’m also going to have snippets of the music from the opera playing in my head for some time to come. This was a great run, with an exceptional cast and crew.
In fact, let me quote UO’s Artistic Director, Christopher McBeth, to accentuate the point:
Near as I can figure at the moment, Utah Opera’s AÏDA played to well over 10,000 people. This calls for my best pipe and tobacco. Thanks to all involved in a great run and full houses. Slaìnte!
Let’s do a little math here:
By those numbers, I’d be inclined to say that we played to full houses every night of the run. I consider that a pretty remarkable feat.
Anyone who’s been reading my posts for the past couple of weeks knows that I’ve truly enjoyed my experience as a supernumerary. Let me elaborate on what it took to get me to actually become part of the process:
It was shortly after that January GNO that Roy and I decided “Why not…?!” We reported to rehearsals at the UO Production Studio in mid-February, without any idea of what to really expect. What we found was not only an incredibly well-run organization, but one that welcomed newcomers openly and warmly. To my knowledge, at no point was anyone made to feel like an outsider and they were very kind to the mistakes and questions of those who were new to the environment.
Rehearsal at the Production Studio
Let me also note here that when it was rehearsal time, it was a serious endeavor, but that didn’t mean that we didn’t have fun. Roy was cast as a guard, I was cast as a Captain.
Roy: Guard
Robert: Captain
No good can come of this…
We rehearsed for the next couple of weeks, first at the Production Studio, later at the Capitol Theatre. It was when we first arrived at the theatre that we got to see the set. And at that point, things started falling into place. Next came costume fittings and dress rehearsals.
Costume fitting
Final dress rehearsal…
Captains: Thomas, Richard, David, Robert, and Cayman
All too soon, it was time to hit the stage for opening night. And, as I mentioned in a previous post, they threw a curveball at me and told me – minutes before the show – that I’d be filling in for another role, during one part of Act II. I’d heard the phrase “The show must go on…” more times than I can count; it never really hit home until this point. And the show did, indeed, go on. A bit scary. And far more fun that I could have imagined.
And it was like that every night.
The members of the cast and crew were great. Our director, Garnett Bruce, made a comment at the opening night cast party that stuck with me. One of the other first-time supers noted that he had really enjoyed the experience and that Garnett’s demeanor and energy had helped to make it so. Garnett simply said,”If we don’t make the rehearsals fun and welcoming, people don’t come back. We want to make opera inviting.” And it was. I would gladly be part of another of his productions, as long as my schedule permits.
Robert, with Garnett Bruce (director)
I’ve mentioned Jennifer, our AD, before – she’s the one who got me my new axe. She was also the top kick after opening night, as Garnett had to leave and prepare for his next show. She’s also the one who informed me of my role-reassignment (co-assignment?). And I don’t think that I ever saw her without a smile on her face.
Our stage managers, Kathleen, Carli, and Sarah ran a pretty tight ship, but they also kept the wheels on the bus. And kept the bus running. Carli was the Stage Left ASM and she gets my undying gratitude for putting up with Roy and my shenanigans:
One of Roy’s entrances had him carrying a statue of the Sphinx, our group was carrying litters of treasure, but referred to as “booty palettes,” right after him. So, naturally, we lined up at the same time. Whenever Carli would give us our standby calls before we walked out of the wings, “Standby, Sphinx and booty palettes…,” we’d break into booty-shaking dancing. Just off-stage. Barely out of line-of-sight of the patrons in the balcony. Her reaction was (usually) head-shaking… with laughter.
I also need to acknowledge one of our dressers, Jason, who helped lace me into my cuirass before every show and would also help adjust any other costuming issues he noticed as I was walking down the hallway to head onstage.
I’d also like to be sure to give a tip of the hat to the costumers, hair designers, makeup artists, musicians, dancers, and the backstage crew for also making this not only a fun production, but a memorable event.
Whew.
There was a lot to say and I’m sure that I could say so much more. But, I think that I’ll just close with “Thank you, to Utah Opera for providing such a fantastic opportunity, not only to be part of this amazing production, but also to see what goes into putting on such a show and for allowing me to meet so many new and interesting people.”
Derrick Parker (Ramfis) and Robert (Captain), after the last performance
With Jonathan House (Guard/Carrier)
Robert, Roy Dawson, Will Johnson
With Jennifer Check (Aida) and Roy Dawson (Guard)
Roy Dawson (Guard), Derrick Parker (Ramfis), and me
Namaste.
Thursday – 25 February 2016
Another fine day in the valley…
Long story, short version: Stuff. Things. Adventure.
The slightly less-abridged version is: I woke up a little early and did a short workout with dumbbells and a Swiss ball this morning. I went to work , dealt with the usual things, dealt with one not-so-usual-anymore thing, and even wound up having a coworker decide to have “Neal Day” and wear a suit in my honor.
Changing the work dress code, one coworker at a time…
Sara pinged me in the late afternoon to ask if I’d mind picking up Team DiVa, as she had to work late. That also put me in (nominal) charge of figuring out what to do for dinner. I delegated that responsibility to the little ladies. We wound up going to McDonald’s. It wasn’t a total loss, though, as they asked if we could eat there, so they could play in the PlaySpace. (An easy way to make my kids happy? Bet.)
After dinner, we arrived at home a couple minutes before Sara. Sometime between her getting a bite to eat and giving the girls a bath, I fell asleep. Quickly and rather deeply asleep. I missed bath time, but I was up for pre-bedtime prep.
The little ones are now asleep. I have read comics. And, I do believe that there is a nominal amount of gaming in the evening’s future. Selah.
Stray Toasters
And, with that, it’s time to figure out what game to play…
Namaste.
Wednesday – 03 February 2016
Drove to Millcreek in the snow
Nine-thirty on a Tuesday night,
Just to hang with the guys at the
Comic shop.
Call it impulsive
Call it compulsive,
Call it insane;
But when there’s trivia
We just can’t
Stop.It’s a matter of instinct
It’s a matter of conditioning
It’s a matter of fact.Call us geeks, nerds, or
Savants.
Ask us dates, names, or publishers,
We’ll answer like that
Lost track of time and I
Wound up losing two hours. Again.Last night, I
Went to the gym
Got a midnight workout in
So I
Went to the gym
Got a midnight workout in.
With apologies to Barenaked Ladies, that about sums up last night, after Team DiVa went to bed. What was supposed to be a quick trip to the comic shop and the gym turned into a three-plus-hour excursion. But, I can at least take a modicum of comfort in the fact that I did make it to the gym.
On the other hand, I completely bollocksed my sleep schedule. Oh, well… sacrifices.
Stray Toasters
versus 
Monday – 18 January 2016
Today is Martin Luther King, Jr. Day in the United States.
On this Martin Luther King Jr Day of Service, we reflect on the legacy of Martin Luther King Jr. through a national day of service across the country. Share your story of service throughout the day on social media using #MLKDay and follow the impact on all of our official accounts.
The venue where I have normally done volunteer work is closed today, so I’m spending it with Sara and Team DiVa, talking with the girls about Dr. King and his work. Some of the ideas and concepts are a bit broad for four-year-old comprehension, but we do the best we can to break it down. We also found a great book that helps explain Dr. King and his mission, in language that kids can easily digest: I am Martin Luther King, Jr. (Ordinary People Can Change the World). I can’t recommend this enough if you are looking for a way to introduce your young children to Dr. King.
Sara and I are also taking some time to go through our things and set aside items for donation – service to our community.
Please take some time to reflect on the day and what it means and how we can work to bridge the gaps between us to build better relationships, a better country, and a better world.
I refuse to accept the view that mankind is so tragically bound to the starless midnight of racism and war that the bright daybreak of peace and brotherhood can never become a reality… I believe that unarmed truth and unconditional love will have the final word. – Dr. Martin Luther King, Jr.
Namaste.
Thursday – 31 December 2015
It’s the end of the [year] as we know it, and I feel fine…
There were many things that I could go on about, but I’ll summarize by simply saying that 2015 was a good year.
I hope that the new year treats you and your loved ones well.
Namaste.
Monday – 07 December 2015
Today is the anniversary of the attack on Pearl Harbor. Please take time to remember those who died and those who fought.
Namaste.
11 November 2015
Today is Veteran’s Day.
History of Veterans Day
In November 1919, President Wilson proclaimed November 11 as the first commemoration of Armistice Day with the following words: “To us in America, the reflections of Armistice Day will be filled with solemn pride in the heroism of those who died in the country’s service and with gratitude for the victory, both because of the thing from which it has freed us and because of the opportunity it has given America to show her sympathy with peace and justice in the councils of the nations…”
An Act (52 Stat. 351; 5 U. S. Code, Sec. 87a) approved May 13, 1938, made the 11th of November in each year a legal holiday—a day to be dedicated to the cause of world peace and to be thereafter celebrated and known as “Armistice Day.” Armistice Day was primarily a day set aside to honor veterans of World War I, but in 1954, after World War II had required the greatest mobilization of soldiers, sailors, Marines and airmen in the Nation’s history; after American forces had fought aggression in Korea, the 83rd Congress, at the urging of the veterans service organizations, amended the Act of 1938 by striking out the word “Armistice” and inserting in its place the word “Veterans.” With the approval of this legislation (Public Law 380) on June 1, 1954, November 11th became a day to honor American veterans of all wars.
Later that same year, on October 8th, President Dwight D. Eisenhower issued the first “Veterans Day Proclamation” which stated: “In order to insure proper and widespread observance of this anniversary, all veterans, all veterans’ organizations, and the entire citizenry will wish to join hands in the common purpose. Toward this end, I am designating the Administrator of Veterans’ Affairs as Chairman of a Veterans Day National Committee, which shall include such other persons as the Chairman may select, and which will coordinate at the national level necessary planning for the observance. I am also requesting the heads of all departments and agencies of the Executive branch of the Government to assist the National Committee in every way possible.”
-excerpted from the U.S. Department of Veteran’s Affairs Veteran’s Day site
I’d like to say “Thank you” to my family, friends and the thousands of other people who serve our country – and those who have served in the past – to protect our country and our freedoms.
04 November 2015
It’s a god-awful small affair…
I’ve worked in IT for over ten (10) years. It’s a diverse field, which is something that not everyone outside of IT gets. (More on this in a minute.) Sure, there are times when I have wanted to beat my head against the wall, but that’s also true for just about any job/career. At the end of the day, I do enjoy my job.
What most people don’t consider is that a lot of what happens in IT is behind the scenes. Most people never think about IT until something is broken. Then it’s four-alarm fire time… ALL THE TIME… until the situation is resolved and everyone is happy again. (YAY!) Contrary to what might be popular belief, there’s more that goes on than “just” designing, configuring, and/or building systems. There’s also maintenance. And updating/upgrading. Streamlining processes. Creating policies and repeatable procedures.
Wait… That sounds like… almost every other job out there!
Another thing that I wasn’t quite prepared for when starting to work in IT was just how much parts of the job resemble a customer service job. While most people are actually fantastic and easy to work with, some users can be snippy, ill-mannered/ill-tempered pains in the ass. (Really, there’s no way to sugar-coat that one. #sorrynotsorry) And, just like customer service, you have to deal with them calmly and rationally.
I’ll let you in on a secret: Working in IT really is a customer service job. Users are your customers. They have varying needs. It’s your IT person’s job to identify that need and find a reasonable accommodation to satisfy that need. If that gets done, everyone walks away happy. Typically, the only difference is that if a user needs something from IT, the whole “May I help you find something?” step is skipped and the conversation starts with “Is it possible to get [problem/situation] taken care of?”
As noted above, some people don’t seem to be clued in to the fact that just because someone “works in IT” that doesn’t mean that they know everything – or even anything – about that one system you’re asking about. I am a system administrator; I deal with servers and storage. I have worked in desktop support/help desk, so I’m familiar with problems with laptops and desktops. Networking? I have enough knowledge to be dangerous there – not necessarily in a “good” way, mind you – but it’s not really in my wheelhouse, so I tend to leave it to the people who actually have more than a rudimentary clue about getting data packets from Point A to Point B and beyond. Programming? Haven’t really done any since college. ‘Nuff said.
Disclaimer: I am a team player. If I’m not elbow-deep in something and if I have some insight into how to ameliorate that user’s situation, I’ll do what I can to help. That said, there have been more than “a few” times when a user has needed something, has gone looking for Person X to fix it, didn’t find them and then stopped to ask me about their issue. Or, a user will ask for something, I’ll explain the steps that will need to be taken and then they are ready to back down from the initial request. Those are times when all I want to say or do is… well… this:
Okay, maybe without quite so much breaking of things. But, you get the idea.
Another thing I love – and by “love” I mean “drives me full-blown, bat-shit crazy” – is when a user comes up with an “emergency” issue – one that needs to be resolved two hours ago, naturally – and I’m in the middle of another issue or project of equal or more importance. For these people, my inner monologue can be best summed up as the next twelve seconds of this:
To be honest, that has been what goes through my head in those situations for a couple years now. It also allows me to take a mental step back and address the issue at large in a somewhat reasonable manner. Without jabbing needles in someone’s neck. Usually.
Today, I discovered a new inner monologue! Someone was making a request, but was interminably rambling… without getting to the point. What went through my head looked something like this:
Fortunately, filters kicked in before words came out. And, they managed to get to their point. Win-Win.
So, the next time you go looking for your friendly, neighborhood IT person, please consider:
This will make for a happy IT person, a happy you, and a happy work environment.
Namaste.
Friday – 11 September 2015
Today marks the 14th Anniversary of the attacks on the World Trade Center and the Pentagon, as well as the downing of a plane in Shanksville, PA. (Last year’s post)
Please take a few moments to remember those who died, both in the attack and those who gave their lives trying to rescue/save those in the affected areas.
Something of which I was not aware, until this morning, is that the day is now/also being recognized as September 11th National Day of Service and Remembrance.
I feel remiss in not knowing about it, but I also feel better knowing that it exists.
Namaste.