By Michael Miller, RPSGT
This tip comes by way of a third party. I was conducting a meeting last week with Sue Hoefs, hopefully she doesn’t mind the shout out but I like to give credit where it is due, and she suggested a tech tip that I had never heard of. (more…)
After a recent conversation with a colleague, who is a technical support specialist, I felt that this week’s tech tip of the week should be focused on the topic of troubleshooting. I asked to him to give me a percentage value for the usual type of technical support calls that he receives. His response was surprising to me. He informed me that 10% of technical support phone calls that he receives were related to sensor failures, 10% were associated to computer problems, 10% were linked to legitimate system software issues, 10% were connected to actual hardware malfunctions, and 60% of the calls that he fields were correlated with user error. I asked him to elaborate on the user error calls that made up more than half of his of his work load. He further explained that a majority of these calls came from new users of the equipment which was to be expected during the acclimation period of a new system. 
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