Wow! It’s already February and I’m just getting around to the first post of 2010. Where’d January go? So I’m back in school for another exciting semester of college book learnin’, I’m taking several writing courses (yeah, go figure), and math courses. If I have time towards the end of the term I’m hoping to knock out another technical certification as well, but we’ll see. The writing course is a little more brutal than I had anticipated, so I may not be able to get any extra time.
To top things off, things have been crazy busy at work. Getting back from what effectively amounted to two week vacation during Christmas kind of put us behind. The Support staff is getting close to 100 tickets or more per day. Now, that’s not bad if you have a staff of 5 full time support techs who do nothing but handle support tickets, but we don’t have that many. We have a total of 8 technicians, not all of whom are taking calls and handling tickets all day. They also do installs, upgrades, reconfigurations, corrections, and internal support functions as well, so my staff is pretty busy.
The good news is, though, we’re looking to hire some new techs in the next couple of weeks, and the company is on the verge of releasing a new version of our software that addresses some pretty major issues that are currently flooding the support desk, so if we can just keep plugging the dyke until we can get the release done, I think the volume will slow to a more workable in the next few weeks.
More good news, the company is preparing to take on a new initiative called the Technology Services Division, which is expand our service offerings and allow us to increase our revenues and provide our customers with better product and service offerings. It will also allow us to solidify some processes and procedures that we desperately need to get addressed. The best part is, I wrote the business plan for the TSD, and I’m likely be tapped to head it up, so I’m pretty excited about that.
Lastly, I’m being tasked with writing a research paper for school and the topic I chose was Management versus Leadership, should be a fun topic. I’ll post my final paper when it’s complete.