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- TechRepublic Author Biography
Sometimes the users drive you mad but would we have it any other way?I work as a field service engineer in England. My experiences of Helpdesk and customer service date back over 15 years and I have personally experienced every helpdesk 'Urban Legend' there is. When I was the Helpdesk...- more about Jeff Dray »
TechRepublic Resources
- 10+ dangerous species of help desk callers
- During my years working in IT support, I have become more and more interested in the many types of people who call IT help desks. Like a biologist, I have found that having a classification system is critical in understanding the users I help on a daily basis. With this...
- Tags: Caller, Species, Computer, Expert, Userus, Pig Pen, Help Desk, Call Centers, It Operations, Jeff Dray
- Blog posts 2008-04-25
- Beware: The seven most dangerous types of network administrators
- Jeff Dray is back from his latest journey into the IT junglesand he's come back with yet another classification list. This time he's identifiedthe seven most dangerous types of network administrators. Are you among the most notorious of this species?Beware: The seven most dangerous types of network administratorsAs with any...
- Tags: classification, dangerous specy, dangerous type, Jeff Dray, server, species
- Technical articles 2004-10-28
- The 10 most dangerous species of IT manager
- My present manager is a true gentleman in every sense of theword and even buys me breakfast on occasion. However, in my travels through thewilds of the information technology field, I have come across many differentspecies of IT manager. All are from the genus 'Procurator' and are verydangerous in captivity....
- Tags: species, Jeff Dray, P. Martyrus, United Kingdom Prime Minister Tony Blair
- Technical articles 2004-08-13
- Best of 2001: Beware dangerous species of help desk callers
- The new year is the perfect time for lists. (Resolution No. 9: I will not eat more than four lunches at my desk each week.) For our part, we are offering a list of the top five most-read Support Republic articles of 2001. Click through and enjoy!Needless to say, the...
- Tags: Call centers, Network technology, Mike Walton, Jeff Dray, dangerous specy, help desk caller, help desk, Support Republic, species
- Technical articles 2002-01-07
- Additions to our classification of species of help desk callers
- End users come in all shapes, sizes, and personalities. With this in mind, one tech created a classification system that might have made Darwin proud. This list of help desk caller species was such a hit that we had to expand it.Many thanks to everyone who responded to my article...
- Tags: Call centers, Jeff Dray, help desk, help desk caller, species, Nice User, classification
- Technical articles 2001-05-23
Additional Resources
- The 10 most dangerous species of IT manager
- From the wilds of the IT jungles, TechRepublic columnist Jeff Dray takes an offbeat look at the 10 most dangerous species of IT manager. Find out if your manager or you fit into the species he describes.This download is also available as an article.
- Tags: Species, IT manager, Strategy, Management
- Download resources 2007-08-02
- The 12 most dangerous species of help desk callers
- Support techs are well aware that end users come in all shapes and sizes. Thanks to IT pro Jeff Dray, they now can be classified. Download this list of help desk caller species for a lighthearted look at the folks who keep the help desk hopping.
- Tags: TechRepublic Inc., Species, Help Desk, Call Centers, It Operations
- Download resources 2001-09-19
- 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
- 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
- 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
- The 10 most dangerous species of IT team leader
- After yet more research into the various species that inhabit the world of IT, Jeff Dray returns with a new set of taxonomic classifications. This time, he turns his attention to the team leader. Since competent and sociable team leaders don't make for great storytelling, he's selected some of the...
- Tags: Team, Information Technology, Leader, Species, Team Leader, Team Management, Leadership, Management
- Download resources 2008-02-12
- 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
- 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
- The 7 most dangerous species of net admins
- Jeff Dray is back from his latest journey into the IT jungles and he's returned with yet another classification list. This time he's identified the seven most dangerous types of network administrators. Do you recognize yourself in any of these profiles? If you're lucky, most of your...
- Tags: Administrator, Network, Information Technology, Network Administrator, Jeff Dray, Networking, Network Administration
- Download resources 2005-10-28
- Download our list of help desk caller species
- Help desk callers come in all shapes and sizes. One IT support pro finally sat down and created a classification system Darwin would probably be proud of. Check out this lighthearted look at the species of end users who drive us mad.IT pros deal with end users of all types,...
- Tags: Call centers, Bill Detwiler, Train Spotter, help desk, species, help desk caller
- Technical articles 2001-09-20
- Is it okay to earn a bit extra in your spare time?
- What are the ethics of taking on private work? Do you stay faithful to one employer or do you feel it's okay to freelance? by Jeff Dray
- Tags: Job, Recruitment & Selection, Taxes, Human Resources, Workforce Management, Financial Planning, Finance, Jeff Dray
- Blog posts 2008-08-25
- How does your workplace cope with disability?
- Access for the disabled is a big issue here in the UK and often the simplest solutions are overlooked. Here are a few thoughts based on my experience. by Jeff Dray
- Tags: Workplace, Disability, Wheelchair User, Disability Awareness, Recruitment & Selection, Productivity, Notebooks, Human Resources, Workforce Management, Hardware, Notebooks & Tablets, Jeff Dray
- Blog posts 2008-06-30
- AstroN Launcher (exe)
- This game is online SF shooting game MMORPG. There are three species, Acron, Bellico, and Shrewdo. You must choose one of them and fight for your own species. Upgrade your flight and weapon. Kill monsters. Accomplish your mission. Protect your species against other species. You can enjoy all these features...
- Tags: Species, Games, Personal Technology
- Software downloads 2007-07-18
- AstroN online (exe)
- This game is Sci-Fi MMORPG Massively Multiplayer Online Role Playing Game There are three species: Acron, Bellico, and Shrewdo. You must choose one of them and fight for your own species. Upgrade your flight and weapon. Kill monsters. Accomplish your mission. Protect your species against other species. Enjoy yourself. Version...
- Tags: Species, NEOACT, Games, Personal Technology
- Software downloads 2008-04-02
- Learning to say no!
- Harping again on the subject of stress and burnout, I recently learned about the art of saying no. You will find that regularly taking on any job that you are asked to do will result in more tasks and projects coming your way. by Jeff Dray
- Tags: Job, Hour, Recruitment & Selection, Human Resources, Workforce Management, Jeff Dray
- Blog posts 2008-07-28
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