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Jeff Dray
(19 results)-
Downloads
10 things that should be on your new-user checklist
May 7, 2009, 12:00am PDT
Getting new users off on the right foot is good for them and for the organization -- and it will certainly make your support tasks more manageable and less frustrating in the future. Jeff Dray...
Provided by Jeff Dray
-
Downloads
10+ things you should know about providing great customer service
November 1, 2006, 12:00am PST
Building a strong tech/customer relationship requires some diligence on your part, but the results are worth it. Veteran field tech Jeff Dray offers a list of the practices that have helped him...
Provided by Jeff Dray
-
Downloads
10 things you can do with unwanted computer equipment
February 21, 2008, 12:00am PST
If it can be used, use it. If it can't, get rid of it. That's what veteran tech Jeff Dray advises when it comes to your stockpile of obsolete equipment. Here are his suggestions for dealing with...
Provided by Jeff Dray
-
Downloads
Jeff Dray's top 10 help desk calls
July 14, 2009, 12:00am PDT
Having spent a number of years fielding help desk calls, Jeff Dray has accumulated quite a collection of clueless user stories. Here are 10 of his favorites.This download is also available as an...
Provided by Jeff Dray
-
Downloads
The 12 most dangerous species of help desk callers
September 19, 2001, 12:00am PDT
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...
Provided by Jeff Dray
-
Downloads
10 things they didn't tell you about mobile working
October 7, 2009, 12:00am PDT
Jeff Dray reflects on the role of mobile networking in his work as a roving IT support pro and shares some of the mobility "rules" he's discovered over the years.This download is also available as...
Provided by Jeff Dray
-
Downloads
10 ways to seriously annoy your customers
November 14, 2006, 12:00am PST
Alienating customers is obviously not the way to build a healthy tech career--but understanding what might set them off will help you develop better relationships. IT pro Jeff Dray takes a...
Provided by Jeff Dray
-
Downloads
The 10 most dangerous species of IT team leader
February 12, 2008, 12:00am PST
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....
Provided by Jeff Dray
-
Downloads
10 ways to convince your staff to use the help desk
February 21, 2008, 12:00am PST
Convincing users to turn to the help desk for support can be an uphill battle. But if you strive to build rapport and improve your methods of client interaction, users will begin to feel...
Provided by Jeff Dray
-
Downloads
10 things to check before you start working on the help desk
November 11, 2008, 12:00am PST
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...
Provided by Jeff Dray
-
Downloads
Build a knowledge base that streamlines your support operations
December 21, 2006, 12:00am PST
It's senseless to invest a lot of time working out the solution to a problem without recording your findings for others to use when similar problems occur. Even a homemade knowledge base will make...
Provided by Jeff Dray
-
Downloads
10+ things users say (and what they really mean)
May 23, 2007, 12:00am PDT
Just like techs, users sometimes speak a language all their own. You've probably heard users say many of these things on numerous occasions. Well, now it's time to learn what they really mean when...
Provided by Jeff Dray
-
Downloads
10 things to remember when replacing a PC
June 13, 2006, 12:00am PDT
Getting a new system usually means better performance and reliability, up-to-date functionality, and a few interesting bells and whistles to play with. But it can be a major pain if you forget to...
Provided by Jeff Dray
-
Downloads
10+ things support techs say (and what they really mean)
April 18, 2007, 12:00am PDT
Before joining the help desk elite, unseasoned techs must master the hidden meaning of phrases used during a support call. To assist in this effort, Jeff Dray decoded common help desk expressions,...
Provided by Jeff Dray
-
Downloads
5 reasons customers get grumpy (and one way to deal with them)
June 20, 2007, 12:00am PDT
We've all faced our share of unpleasant, quarrelsome customers. They're a fact of help desk life. But as seasoned tech Jeff Dray observes, it helps to know why those customers are grumpy, so that...
Provided by Jeff Dray
-
Downloads
10 ways for support techs to stay healthy and safe on the job
April 2, 2008, 12:00am PDT
As winter gives way to spring, many people are struggling into work with colds and influenza, which they may pass along to co-workers -- and to you. In fact, as a deskside tech person, you could...
Provided by Jeff Dray
-
Downloads
10 terms from the alternative Geek-Speak glossary
June 3, 2009, 12:00am PDT
Not content with the standard definitions, Jeff Dray decided to stretch the meanings of several tech terms. You may have a few of your own to add to the list.This download is also available as an...
Provided by Jeff Dray
-
Downloads
The 10 most dangerous species of IT manager
June 18, 2009, 12:00am PDT
Having braved the tech wilderness for many years, Jeff Dray has been able to document the 10 most insidious types of IT managers. Find out if you or your manager fits into one of the species he...
Provided by Jeff Dray
-
Downloads
10 ways to improve your deskside manner
March 17, 2008, 12:00am PDT
When you go out of the office and meet a customer to resolve a fault or issue, using soft skills can help get the customer on your side. It's a given that you will have the technical skills, or...
Provided by Jeff Dray
-
Downloads
10 things they didn't tell you about mobile working
October 7, 2009, 12:00am PDT
Jeff Dray reflects on the role of mobile networking in his work as a roving IT support pro and shares some of the mobility "rules" he's discovered over the years.This download is also available as...
Provided by Jeff Dray
-
Downloads
Jeff Dray's top 10 help desk calls
July 14, 2009, 12:00am PDT
Having spent a number of years fielding help desk calls, Jeff Dray has accumulated quite a collection of clueless user stories. Here are 10 of his favorites.This download is also available as an...
Provided by Jeff Dray
-
Downloads
10 terms from the alternative Geek-Speak glossary
June 3, 2009, 12:00am PDT
Not content with the standard definitions, Jeff Dray decided to stretch the meanings of several tech terms. You may have a few of your own to add to the list.This download is also available as an...
Provided by Jeff Dray
-
Downloads
10 things that should be on your new-user checklist
May 7, 2009, 12:00am PDT
Getting new users off on the right foot is good for them and for the organization -- and it will certainly make your support tasks more manageable and less frustrating in the future. Jeff Dray...
Provided by Jeff Dray
-
Downloads
10 things to check before you start working on the help desk
November 11, 2008, 12:00am PST
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...
Provided by Jeff Dray
-
Downloads
10 ways for support techs to stay healthy and safe on the job
April 2, 2008, 12:00am PDT
As winter gives way to spring, many people are struggling into work with colds and influenza, which they may pass along to co-workers -- and to you. In fact, as a deskside tech person, you could...
Provided by Jeff Dray
-
Downloads
10 ways to improve your deskside manner
March 17, 2008, 12:00am PDT
When you go out of the office and meet a customer to resolve a fault or issue, using soft skills can help get the customer on your side. It's a given that you will have the technical skills, or...
Provided by Jeff Dray
-
Downloads
10 ways to convince your staff to use the help desk
February 21, 2008, 12:00am PST
Convincing users to turn to the help desk for support can be an uphill battle. But if you strive to build rapport and improve your methods of client interaction, users will begin to feel...
Provided by Jeff Dray
-
Downloads
10 things you can do with unwanted computer equipment
February 21, 2008, 12:00am PST
If it can be used, use it. If it can't, get rid of it. That's what veteran tech Jeff Dray advises when it comes to your stockpile of obsolete equipment. Here are his suggestions for dealing with...
Provided by Jeff Dray
-
Downloads
The 10 most dangerous species of IT team leader
February 12, 2008, 12:00am PST
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....
Provided by Jeff Dray
-
Downloads
The 10 most dangerous species of IT manager
June 18, 2009, 12:00am PDT
Having braved the tech wilderness for many years, Jeff Dray has been able to document the 10 most insidious types of IT managers. Find out if you or your manager fits into one of the species he...
Provided by Jeff Dray
-
Downloads
5 reasons customers get grumpy (and one way to deal with them)
June 20, 2007, 12:00am PDT
We've all faced our share of unpleasant, quarrelsome customers. They're a fact of help desk life. But as seasoned tech Jeff Dray observes, it helps to know why those customers are grumpy, so that...
Provided by Jeff Dray
-
Downloads
10+ things users say (and what they really mean)
May 23, 2007, 12:00am PDT
Just like techs, users sometimes speak a language all their own. You've probably heard users say many of these things on numerous occasions. Well, now it's time to learn what they really mean when...
Provided by Jeff Dray
-
Downloads
10+ things support techs say (and what they really mean)
April 18, 2007, 12:00am PDT
Before joining the help desk elite, unseasoned techs must master the hidden meaning of phrases used during a support call. To assist in this effort, Jeff Dray decoded common help desk expressions,...
Provided by Jeff Dray
-
Downloads
Build a knowledge base that streamlines your support operations
December 21, 2006, 12:00am PST
It's senseless to invest a lot of time working out the solution to a problem without recording your findings for others to use when similar problems occur. Even a homemade knowledge base will make...
Provided by Jeff Dray
-
Downloads
10 ways to seriously annoy your customers
November 14, 2006, 12:00am PST
Alienating customers is obviously not the way to build a healthy tech career--but understanding what might set them off will help you develop better relationships. IT pro Jeff Dray takes a...
Provided by Jeff Dray
-
Downloads
10+ things you should know about providing great customer service
November 1, 2006, 12:00am PST
Building a strong tech/customer relationship requires some diligence on your part, but the results are worth it. Veteran field tech Jeff Dray offers a list of the practices that have helped him...
Provided by Jeff Dray
-
Downloads
10 things to remember when replacing a PC
June 13, 2006, 12:00am PDT
Getting a new system usually means better performance and reliability, up-to-date functionality, and a few interesting bells and whistles to play with. But it can be a major pain if you forget to...
Provided by Jeff Dray
-
Downloads
The 12 most dangerous species of help desk callers
September 19, 2001, 12:00am PDT
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...
Provided by Jeff Dray
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