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- Protecting your organization against ghost workers
- Ghost workers include former employees and contractors who are no longer on the payroll. These ghosts, however, are still able to access and use company resources, systems, and accounts. Here are strategies to address the threat.Ghosts of millions of former workers populate the databases of corporate America. The workers have...
- Tags: Brian Hook, Jeff Drake, ghost, company resource, Access360, worker, password
- Technical articles 2002-07-17
Additional Resources
- A new mount (Help an orphan and get a new pet)
- Nether Drake questsI found a good guide to the Nether Drake on Ten Ton Hammer. Looks like you will need epic flying talent before you can run the quests (5000g cost). Better start saving your coppers!!!! LisLink to Nether Drake quests guidehttp://wow.tentonhammer.com/index.php?module=ContentExpress&func=display&ceid=737
- Tags: Workforce management, ddemoya@..., Nether Drake
- Discussion threads 2007-06-01
- Drake Bell Toolbar (exe)
- Amazing IE toolbar features band logo, quick links to Drake's Web sites, and an exclusive search box that links into Drake Bells official search and win engine. Every search is a chance to win autographs from the band. This version is the first release on CNET Download.com.
- Tags: Toolbar
- Software downloads 2007-06-26
- Dental Product Manufacturer Increases Functionality With Flexible Licensing Model
- Drake Precision Dental Laboratory in North Carolina manufactures custom dental prosthesis. Since 2004, the company has operated its business using Microsoft Dynamics GP. While the company was pleased with the solution, to support future growth and rising industry demands, Drake Dental Lab needed a cost-effective way to add additional accounting...
- Tags: Microsoft Dynamics, Microsoft Corp., Business Ready Licensing, Pricing, Product Marketing, Customer Relationship Management (CRM), Marketing Research, Marketing, Enterprise Software, Software
- Case studies
- Miracles take a little time: We do the impossible at once
- Jeff Dray discovers that, although he does his best to meet his customers' expectations, sometimes he can't produce the miracle that they seem to be asking for. by Jeff Dray
- Tags: Smell, Printers, Hardware, Peripherals, Jeff Dray
- Blog posts 2008-09-22
- Seeing the help desk from the other side
- Jeff Dray recently got an insight into the workings of an IT help desk from a completely different point of view. It was fascinating to hear users from other organizations discussing their support team. by Jeff Dray
- Tags: Help Desk, Call Centers, It Operations, Jeff Dray, Patient, Information Technology, Nurse, Strategy, Management
- Blog posts 2008-10-20
- Can you take your customers seriously and laugh about them?
- Is it possible to laugh about your work and do it properly as well? Is it necessary to be totally straight faced about your end users in order to provide the correct level of service? Jeff Dray explores these questions. by Jeff Dray
- Tags: Customer, Jeff Dray, Help Desk, Call Centers, It Operations
- Blog posts 2008-07-07
- Offshoring the help desk
- If you think it is hard to understand people on off-shored support lines, spare a thought for those of us who get to do house calls in the more rural parts of Merry England. Blogger Jeff Dray illustrates how a common language can divide a nation. by Jeff Dray
- Tags: Language, Offshoring, Help Desk, Call Centers, It Operations, Jeff Dray
- Blog posts 2008-12-01
- Fixing computers or fixing people?
- Jeff Dray has been a support specialist for twenty years and has found that even when technical knowledge fails, possessing the right soft skills can help you become a successful help desk analyst. by Jeff Dray
- Tags: Computer, Help Desk, Call Centers, It Operations, Jeff Dray
- Blog posts 2008-10-06
- Resist bad decisions that will waste your client's money
- If you're in a position where you believe a client's time and money is going to be wasted because of mismanagement or micromanagement by another consultant, Jeff Davis offers advice about what you should do. by Jeff Davis
- Tags: Consultant, Leader, Client, Leadership, Management, Jeff Davis
- Blog posts 2008-07-03
- 10 things to check before you start working on the help desk
- If you're getting ready to jump into the help desk fray, you'll probably want to iron out a few things first. Veteran tech Jeff Dray learned this the hard way, and he shares some advice on what you should do before you take that first call. by Jeff Dray
- Tags: Help Desk, Call Centers, It Operations, Jeff Dray, Job, Call, Team Leader
- Blog posts 2008-11-11
- Take advantage of wireless connections on the road
- This sample chapter, taken from Jeff Duntemann's Wi-Fi Guide, Second Edition, discusses how Wi-Fiworks and how to locate and use hotspots on the road. Learn how Wi-Fi works and how you can take advantage of wireless connections away from home.This sample chapter from the Jeff Duntemann's Wi-Fi...
- Tags: Chapter, Wireless LANs, Wi-Fi, Wireless
- Book chapters 2005-10-21
- Fixing the fault, fixing the customer
- Jeff Dray finds that it's easy to get caught up in the fix for a problem and forget to focus on the user's other concerns. What should you do when you fix a problem but still have an unhappy customer? by Jeff Dray
- Tags: Customer, Training And Certification, Jeff Dray
- Blog posts 2008-06-15
- Video: Astrobiology as explained by a rap star
- Generally speaking, you're surprised when a rap video namechecks the Drake Equation, the Goldilocks Zone, and the WOW Signal. Check out the next best thing to the Large Hadron Collider rap. by Jay Garmon
- Tags: Video, Corporate Communications, Marketing, Jay Garmon
- Blog posts 2008-10-02
- TR Member Spotlight with Old Mycroft
- The TR Member Spotlight shines a bright light on Brian Drake, better known in the forums as Old Mycroft. Learn how Old Mycroft got started in IT, his education background, work history, musical claim to fame, and many more entertaining stories. by Sonja Thompson
- Tags: TR Member Spotlight, Strategy, Management, Sonja Thompson, Member, Podcasts, Internet
- Blog posts 2008-07-07
- Require help desk analysts to make the most of down time
- During this 16-minute podcast, help desk guru Jeff Davis and TechRepublic Section Editor Bill Detwiler explore the issue of help desk time management. Should help desk analysts be allowed to do whatever they want when they're not answering and documenting calls? Or should they be asked to...
- Tags: TechRepublic Inc., Jeff, Help Desk, Call Centers, It Operations
- Download resources 2006-05-02
- See Windows Home Server and Sonos in action
- on10.net has a new video series called "Show Us Your Tech" where they let Microsoft employees show off the technology they are using in their homes. The first video in the series shows off Jeff Sandquist's Windows Home Server which we covered here, Sonos Digital Music System...
- Tags: Microsoft Windows Home Server, Server, Video, On10.net, Corporate Communications, Microsoft Windows, Marketing, Operating Systems, Software, Shawn Morton
- Blog posts 2007-11-01
- Get some answers on Ubuntu Linux with this review and interview with Jeff Waugh
- Contributor Jaqui Greenlees had a few problems with his attempt to install Ubuntu Linux so he decided to confront one of the developers for some answers. Not all Linux distributions are the same. In fact, each distro has its own personality and presents its own set of...
- Tags: Ubuntu, TechRepublic Inc., Jeff Waugh, Ubuntu Linux, Linux, UNIX, Open Source, Operating Systems, Software
- Download resources 2006-04-28
- Top support tech resources: Best of Jeff Dray
- Jeff Dray has been in the help desk and tech support field for more than 15 years and has shared his experiences and expertise in numerous TechRepublic articles. Here's a sampling of some of his practical, often-droll advice on a variety of tech concerns. Topics include: 10 things to...
- Tags: Network, Tech, Jeff Dray, Help Desk, Call Centers, Networking, It Operations
- Download resources 2007-05-03
- Take advantage of wireless connections on the road
- Learn how Wi-Fi works and how you can take advantage of wireless connections away from home.This sample chapter from the Jeff Duntemann's Wi-Fi Guide, Second Edition discusses some Wi-Fi points to keep in mind when networking on the road. The chapter covers the following topics:Finding Public HotspotsHotspot Networks and AggregatorsConnection...
- Tags: HotSpot, Jeff Duntemann, networking, Wi-Fi, Wi-Fi Guide, wireless, wireless connection
- Download resources 2005-10-21
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