The PC was stolen! Tech Support |
- The PC was stolen!
- When the customer completely forgets what happened on the scoping call
- Offshore help desk and caller id spoofing
- WHO DOES THAT ????
- Every tech’s nightmare
- Can you hook up the copy machine somewhere near me?
- Customer called in the middle of the night for a resolved issue
- The guy who experiments while learning
| Posted: 29 Oct 2021 06:28 AM PDT For context, this happened in my first few months as an IT guy for my current job at a health care provider. I was pretty new and really only knew the basics of IT; I only got the gig because they were desperate (whole team had turned over save for the boss and one tech). For the most part this place used 95% full sized Dell Optiplexes. They had a handful of micro formfactors but they were few and far between and generally reserved for admininstration. I get a call for help from a team room where all of our nurses work and when I get there the one nurse is absolutely frantic. "Someone stole our PC!" I take this proclamation with a grain of salt and take a look at the workstation. Monitor is powered on but the screen is black. I look beneath the desk and see.... there's no desktop. All 11 other workstations in this room had those large Optiplexes underneath the desk and this one had nada. Oh shoot... Someone did steal their PC! I call up the boss and say hey, what do we do? There's no PC here, I think it may have been stolen! He tells me to sit tight and comes on down. Boss gets down to the room within ten minutes and does the same examination I do and comes to the same conclusion, this PC was jacked right from under our noses! He starts talking to the other nurses about who has been in the room recently, starts making calls to security to get logs, writes an email up to finance to purchase a replacement... ...then another nurse walks up to us and asks, "Did you check behind the monitor?" Sure enough, mounted right behind the monitor is a tiny little MFF Optiplex that was powered off. I hit the power button and let the original nurse get back to work. Needless to say, both "IT professionals" involved felt a little embarrassed. [link] [comments]  |
| When the customer completely forgets what happened on the scoping call Posted: 29 Oct 2021 04:54 PM PDT To set the stage: I support healthcare software which tracks your medical chart but the clinic can also schedule your next appointment in our software. Some customers have a third party schedule application as well that sends reminders and such. We export the schedule data over to them. This third party was updating the way they map the location of care (LOC) of each appointment, so they wanted all the appointments from the last month re-exported over to them. This week, Tuesday: Customer puts in a support case with us to push over all the data to the third party. They want it done after hours. I set up a call with the customer to scope out the work. How much data is needed, what time are we going to do this, etc. On the call/screenshare is the practice manager or something, we'll call her Jane (not her real name). Also on the call is Todd (also not his name). Todd is the IT guy who can get us in the database. Todd remotes into the DB server and opens SSMS. I run a couple queries so that Jane can see how much data we're talking about here. We get some input from Todd and together the two of them decide that they want everything from 1 October to the present pushed over to the third party. Friday: I start the Webex. The rep from the third party, Mark (not his name), joins. Jane joins. We talk about nothing while waiting for Todd. Getting bored and frustrated, I'm asked if I can start the data push. "No. That's what we need Todd for. I have no access without him." Jane makes a phone call or something and finally Todd joins the call. Jane explains what we're doing, again, with this call and tells Todd that we need DB access. He says "Okay, so are you going to send me a LogMeIn or something?" I explain to him that the Webex info was in the invite that he received on Tuesday. And he called into a Webex conference line just now. So I send him a reminder from the Webex with all the log in info. He finally joins the screenshare. He then asks what server we need to connect to. Not the function of the server but the server name. The RDP session opens and we're on the server and he asks "Now what?" I tell him we need to get into the database and he starts SSMS. Then has to ask for the password. It's like I was working with an entirely different person. Like he was never an active part of the meeting on Tuesday. The rest of the call goes pretty well to plan. What should have taken 5-10 minutes at the most has taken 25-30. A little over 30,000 rows of data start flowing and Mark is able to confirm that they're getting the data. [link] [comments]  |
| Offshore help desk and caller id spoofing Posted: 29 Oct 2021 12:39 PM PDT I mostly do systems admin but user support as well. Work from home (yeah!) and I use a cheap Bluetooth headset I use. And suddenly my laptop is not Bluetoothing at all. Built in is down. Reboot, etc. nada. So I leave a ticket with our offshore "global help desk" (bleah). And continue using a set of plug in ear buds. A day later I get a call from a random number in … Germany. And hey, I speak some German. "Guten Tag, vie kann ich dir helfen ?" "Ah, this is help desk. I need you to connect via logmein and let me into your computer." "No. HELL NO. You are supposed to call with a specific US 800 number. I cannot let you connect to my computer." "But…" "NO ! (Mumbles some bad words in Hindi)" Emailed the boss to let him know about a possible spear phishing attack. Response rolls back from VP of infrastructure… yeah it was legit, yeah they screwed up, I'm good" Two weeks later and my Bluetooth is still not working. Oh well. Guess I'm on the naughty list… [link] [comments]  |
| Posted: 29 Oct 2021 12:29 PM PDT We have a weird application that won't run on a VDI. So we dropped a workstation PC in the data center, hooked it into the fiber backbone, set it up for Remote Desktop. Done. Works great. And the user calls me in a panic. "I can't get into the system !" I'm remote. I send out an alert to the folks in the data center. "Ok, it's back up." And an hour later I hear "yeah, someone unplugged it and took the power cable and network cable". WTF ? Cue the "oops" meme from Airplane… [link] [comments]  |
| Posted: 29 Oct 2021 09:56 AM PDT Background: I used to work tech support for an ISP and for a 4 letter company starting with D. I have an associate's degree in computer engineering, and some CompTIA cents. This is about my husband who is about as tech savvy as a rock. My hubby's laptop was starting to have issues with the battery, and with his hard drive so I decided it would be a good time to replace it. I took him to one of the stores that sells laptops and told him to pick one out. He said he didn't know anything about it, so I chose 2 that were decent and asked him to pick between them for screen size. We purchased the computer, plus all the tech support things that way, he could take it back to them if it got messed up. They loaded all his stuff on the new computer and took care of recycling the old one (including smashing the hard drive). When he got it, I was at work. When I got home, he starts ranting that the computer wouldn't work because he couldn't get his email. I asked him how he got connected to the internet. He said yahoo came up. I told him he needed to connect to our wifi to get his email. I told him how and gave him the password. Next day, he's still raving. I looked and he wasn't online, so I logged him in to the wifi. He settled down. I told him he had to be connected to the wifi to get internet. [link] [comments]  |
| Can you hook up the copy machine somewhere near me? Posted: 29 Oct 2021 12:18 PM PDT Literally just happened. A very nice person, but a less than ideal user lol. This is via email, after I just finished helping her set up an Adobe reader account. She's part of a newly acquired business that moved into our office so we need to help integrate them into our building and such... User: "thank you for the help another thing I forgot to talk to you about is our copy machine wondering if that can get hooked up somewhere either where the offices are for us out in the shop or near me somewhere???" Just like that with no punctuation. But im confused regardless because there is a perfectly whatever Xerox Machine 15 feet from her. Me: "I'm sorry I don't quite follow, are you referring to the xerox machine that's in your area there?" User: "not that one I know they brought our copier over from our office unless they are using it for something else?" Me: "oh yes the HP blah blah blah machine (which is old small and garbage) we haven't decided where thats going yet(if we're not just going to toss it out), but we weren't going to hook it up in that area because of lack of extra ethernet ports in there. Is there any reason why you would want to use that one over the (bigger better newer) xerox machine?" User: "someone's using it and has been for awhile" Me finally realizing that we had a technician out to service it. She wants me to hook up this big ancient dinosaur of a copier to somewhere near her (which is most definitely not conducive to the room at all) because we had a tech servicing the one in her area for the last 20 minutes. An hour before close on a Friday? There's literally another machine right down the hall that she can use. If you can't wait, go take the extra 2 minute walk out of your way. Like wat. Am I the lazy one here for not hooking up a P.O.S. for her to use temporarily? I'm planning on waiting for the tech to finish before even responding. [link] [comments]  |
| Customer called in the middle of the night for a resolved issue Posted: 29 Oct 2021 04:55 AM PDT Hi all, first time poster. I work for a company who is a sort of ISP for our clients but we're not an ISP (I hope that's clear).We have some 24/7 on call service but we almost never get called and only should get called when something is seriously wrong. But when we get called it's the most stupid stuff. Here is an example: M: meC: customer M: *Gets call at 2AM at night* C. Hi, am I speaking with M? M: Yeah, hi what's the issue? C: So we've seen an alert on the hypervisor. M: Okay, what's it about? C: Euhm, we don't really know. It showed an alert on the DNS server. M: It showed an alert? So there is no alert anymore? C: No, the issue is already resolved. M: So why did you call? It's 2 AM C: Well yea, so you were informed that something happened. M: Well yea, and this phone number is for real incidents. GOODNIGHT! And ofcourse it took me an hour to get to sleep again... [link] [comments]  |
| The guy who experiments while learning Posted: 29 Oct 2021 04:44 AM PDT Definitely before my IT days, I was doing a theatre course and I helped in the office (Windows 3.1 days). We only had one PC, no backups except a few files on Floppies - hey, we were all young and dumb once. But the PC was shared. Cast:Me: Aspiring Actor (still do amateur dramatics) and already the guy to call about the PCNapalm: A friend (and somehow he remained a friend) that for apparent reasons we shall call Napalm One day, having to do something (25+ years ago, no idea what) I arrived at the PC. To find the vast majority of the files missing. Now, in truth we had been running low on disk space so had managed to updrade from DOS 5 to DOS 6.22 which had Doublespace (or was it Drivespace?) to get some more space that we needed. But before using it, I wanted to read a bit about it first as I didn't know what to do. Napalm did not share my cautious approach and had doublespaced the drive - successfully. But the disk had already been partitioned into two. He managed to delete all the files on the second partition (permanently - no internet to download software and no cash either), leave the space wasted without a partition and just doublespaced the rest. This is how I found the PC when I arrived. I called him over for a quick word... Now, at the time that this happened, I did not know him well. And I was not a prope tech person yet, having not known until later that day that hard disks could be partitioned (we all learn one day). I thought that he may have taken the D:\, at the time having assumed that it was a second physical drive. Also, Napalm (who was an expert at destroying a wide range of things - he once helped construct a set that none of the actors was willing to stand on) had tools at the theatre to open the case which I did not. So, with me observing (his tools) took the cover off the tower. Nothing apparant and the dust make it clear no second drive had been taken so we went to put it together again. Somehow - somehow, Napalm found a live wire to earth itself against the case, blowing power to the theatre. And wiping the music that The Mac had been doing at his amega in the other office. The Mac came into our office, somewhat vexed, to find Napalm repeating endlessly "I don't know what happened, it's not my fault" and me in the corner with a fit of histerical laughter having really understood 'the napalm effect' for the first time. Never did get the files back but thankfully the theatre had a qualified electrician to hide the live wire that, to this day, I don't know where Napalm found. [link] [comments]  |
| You are subscribed to email updates from Tales From Tech Support. To stop receiving these emails, you may unsubscribe now. | Email delivery powered by Google |
| Google, 1600 Amphitheatre Parkway, Mountain View, CA 94043, United States | |
No comments:
Post a Comment