jeff dray

Blog Post

How to get around version differences in ActiveSync

March 24, 2010 9:47am PDT

Jeff Dray found two drivers that helps him address what he sees as one of the major drawbacks of Windows Mobile and ActiveSync.

Blog Post

Tips for delivering presentations via your smartphone

February 8, 2010 9:36am PST

It's possible to give a PowerPoint presentation from your smartphone -- just make sure that you keep these rules in mind.

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Blog Post

Mastering the seven phases of a service call

October 27, 2009 6:48am PDT

Fixing the problem is only one part of the support visit. Jeff Dray outlines the seven phases of a service call. Following the same method for each ticket will help you tackle each task efficiently.

14 Latest comment by mohammed.poonawalla@...

Blog Post

Beware of carefully engineered, manipulative customer service surveys

October 19, 2009 12:40pm PDT

Have you ever thought that you have been manipulated into answering survey questions to reflect a predetermined outcome? Be careful how your help desk surveys are worded.

3 Latest comment by Lee77

Blog Post

How do you keep in touch with colleagues when you work from home?

October 12, 2009 11:06am PDT

Jeff Dray addresses the challenges of returning to work after a long absence. How do you get back in the swing of things?

Blog Post

10 things they didn't tell you about mobile working

October 7, 2009 2:11pm 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.

4 Latest comment by Oz_Media

Blog Post

Users in the wild: Some new species

October 5, 2009 1:16pm PDT

Jeff Dray loves to dissect the quirks and foibles of the customers he runs into during his support rounds. Here are a few "types" to add to the mix.

43 Latest comment by Royc_1

Blog Post

Coping strategies for difficult customers

September 28, 2009 12:07pm PDT

Sometimes I have to give myself a little more motivation to face the customers. Here's one of my coping strategies.

3 Latest comment by kevaburg@...

Blog Post

Technology is not always the answer

September 21, 2009 5:01am PDT

The real skill with using technology is to know when to rely on it and when to use the good old-fashioned human brain.

6 Latest comment by NotSoChiGuy

Blog Post

Covering all the bases when you're in the field

September 14, 2009 1:00pm PDT

What can you do when your cell phone is fried and you are miles from the nearest landline? Kick yourself for a lack of planning and hope that you don't miss too many deadlines.

Blog Post

Ten ways to ensure that you finish work on time

September 7, 2009 1:06pm PDT

Working life is about surviving the 9 to 5 and making sure that there is some of you left for the next day.

11 Latest comment by Chief-Tiff

Blog Post

Ten things they didn't tell you about mobile working

August 31, 2009 3:19am 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.

16 Latest comment by N4AOF

Blog Post

Jeff's top ten forwarded emails

August 24, 2009 6:31am PDT

Jeff Dray recounts his top ten forwarded emails. He's looking for your favorite candidates to add to the list.

25 Latest comment by lschick@...

Blog Post

Regrets of having a good spam filter

August 17, 2009 7:38am PDT

Jeff Dray finds that his ISP's spam filter is working so well, he's grown nostalgic for some of the more outlandish email pitches that he used to receive. Do you have a favorite spam mail or...

21 Latest comment by darpoke

Blog Post

It ain't what you do; it's the way you do it

August 10, 2009 10:12am PDT

Yet again, support pro Jeff Dray finds that he needs to fix the customer as well as the technology to completely resolve an issue.

11 Latest comment by NTRsupport

Blog Post

Listening skills apply in all walks of life

August 3, 2009 8:35am PDT

When you're expecting sympathy and help it can be a shock to be reminded that you are the end user and not the expert.

9 Latest comment by SF_Pat

Blog Post

Are you a technology early adopter or a wait-and-see?

July 20, 2009 2:17pm PDT

Our industry seems to divide into two camps: those who adopt every new thing immediately and those who are happy to wait until others have discovered or found fixes for the inevitable raft of...

29 Latest comment by LeonBA

Blog Post

Jeff Dray's top 10 help desk calls

July 14, 2009 11:46am 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.

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Blog Post

Get off on the right foot with support calls: How to begin

July 13, 2009 12:00pm PDT

If you bark at the users, they may bark back at you. If you want them to mew like pussy cats you have to give them a saucer of milk.

23 Latest comment by Roc Riz

Blog Post

Jeff's top ten favorite help desk calls

July 6, 2009 11:15am PDT

Jeff's been reminiscing this week. He got to thinking about all those lovely, silly calls he has taken over the years and how they made him feel. Do you keep your own list of favorite calls?

109 Latest comment by ania_dublin