jeff dray News and Other Resources

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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

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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

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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

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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

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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

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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

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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

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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

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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

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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

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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

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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

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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

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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

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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

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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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The 7 most dangerous species of net admins

October 28, 2005 12:00am PDT

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...

Provided by: TechRepublic

Discussion Threads

Jeff Dray's top 10 help desk calls

July 17, 2009 11:46am PDT

Jeff Dray's top 10 help desk calls article root I remember this one.... Where a lady call the help desk and said that her coffee cup holder on her PC had broke. Which was the CD-Rom tray. I...

1 Started by waynec800 |

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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

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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