Devoted to Help Desk and Technical Support personnel and applications

Hi, I am Linda Marie, and I am the new contributing author of the Help Desk Notes Blog. I am so happy to have the opportunity to share my experiences with you.  For fear of aging myself, I almost don’t want to admit that my tech support experience began in an office full of Wang computers nearly 20 years ago.  The office had recently upgraded from a relic of a computer that occupied half of one room and used 8” floppy disks.  I believe the old relic computer was some sort of IBM from the 1970s, but to me it looked like a bad piece of furniture.  

About 8 years later, I landed my first real Help Desk job, even though I had already been doing tech support work unofficially for some time.  Those were the days in tech support when you could have a good personality and get hired by saying little more than, “I can turn a computer on and off!”  

I also helped start a home business around the same time where I learned to hard code an ecommerce website.  And Hey!  That was before you could find a half million manuals to show you how to do that!  I learned code on the fly and adapted to my changing environment quickly.  I had to become an expert in logistics, manufacturing, inventory, and research and development as well.  The experience groomed me to think and solve problems with speed and creativity.  Along the way I also wrote some killer press releases, which led to nationwide press, and included a people magazine article.

Later I worked my way up to a position as an Issue/Escalation manager on a fast growing, large, and very busy help desk.  I learned how to solve problems ranging from unhappy customers to crisis management.  I have probably never learned so fast in my life.  ;-)