Allow me to take a brief moment to introduce myself to you, as the new author of Help Desk Notes. My name is Phil Gerbyshak, and I've been working in the Help Desk and Customer Service area for the last 20 years (yes, that takes me all the way back to age 13, for those scoring at home).
Currently I manage an IT Help Desk at a financial services company in Milwaukee, WI, where our team of 7 supports more than 2000 desktops in many states and a variety of countries. We are responsible for hardware and software support, and we are not yet down the ITIL path. It's a fun time, and I learn a lot of new stuff every day.
