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PROMOTING SELF EDUCATION
While in charge of Firs Call For Help LAN with users 24/7 reporting phantom or other situations interfering with their productivity, I proposed that each user should at least study the standard Windows Tutorial on their spare time; since their Manager opposed my idea, I built an intranet web page with that and other recommendations, set an icon on each terminal and invited them to explore it in their spare time; that picked the interest of most users and their problems decreased significantly.
MONDAY MORNING NIGHTMARE
First time Monday morning Buenos Aires office was sending corrupted data strings to The Leading Hotels in New York without apparent reason and no declared change during the weekend to their terminals; further analysis of the corrupted data string showed that the date variable was reversed. I sent a short routine to capture the setup of one of their terminals where I found that the language was set to Spanish, so I sent them written instructions with screen pictures to switch their PC language to English which solved the problem immediately.
TRANSPORTING LARGE DATABASE
To avoid thousands of records backlog during hurricanes while First Call For Help has to relocate to the EOC Emergency Operations Center, I was asked to determine if that was possible. Due to County security, I was not allowed to transfer the database via FTP File Transfer Protocol over the Internet; they don't have the same backup system, so the backup tape was not an option either. The only option left was to move the database in a large disk but portable disks were not large enough, so I took their LapTop, made enough space in its hard drive and transferred the database using LapLink. It took me several hours to transfer the whole database, but after that only updates were enough to keep the remote and local databases in sink.
TEACHING PATIENCE
Since Windows 95 started, most PC users I had to work got their computers frozen once in a while and they were used to power down using the power button; where I found it to be critical was in The Leading Hotels at about 1:30pm every day they had to put their current telephone reservation on-hold while restarting their terminals. Knowing that trend, their Supervisor let me experiment with some terminals first and once with all to make them wait and time the self recovery process; we determined that most machines continued working before the 5 minutes mark. Then I installed an automated elimination of temporary files and scanning to fix problems at startup which improved significantly their recovery time; anyhow, the Reservationists were told to continue logging their waiting times every day to keep the DP Data Processing department informed; with that proof, DP obtained budget approval for new Servers to improve their response time.
PREVENTING FAILURES
After observing several energy fluctuations; some of them shutting down breakers; I immediately requested an electrician's inspection and power backup systems for all First Call For Help terminals. After the electrical repairs, the power backup systems were denied, so I searched and found a Server log to show continuing power fluctuations and obtained the purchase approval.
RESPONDING ACCUSATIONS
To respond accusations of inaccurate information in the database I was responsible for at First Call For Help, I asked for a day or two to investigate; most of the time I found the right explanation; but on at least one situation I had to apologize for the mistake, offer a personalized attention to the information details and provided timely verification and follow up.
VERSION UPDATES TO AUSTRALIA
Every other week my department at the Leading Hotels sent software version updates to all their offices around the world and when the changes became critical, we checked for the current version before starting transactions; to our surprise, Australia was not updated; they claimed the update process on weekends over the network took too long for every terminal to comply. I wrote short routines with instructions to install an icon on each office master computer, used the icon to take the version update into a floppy disk and make it self executable. With that floppy all they had to do is power down their terminals and start them up with the floppy disk to obtain the update; after testing the process in New York, it was successfully adopted by all offices, saving processing time.
UNEXPECTED ACCESS VERSION
A temp agency sent me to a client to repair their database; to my surprise, it was a MS Access 97, a new version for me. With that monster in front of me, I went through its on-line help and in a couple of hours I was able to unlock it and do the crippled work it was doing before; I told them my lack of experience in that new version and if they wanted me there, I needed a book or two to learn more. I found what I needed on the web and they bought the books at lunch time. In about a Month they had their database configured as they wanted and even linked to Word form letters.