techrecovery | Parting is all we know of heaven and all we need to know of hell.

Earlier this week I accepted a position in our Information Security department. This officially ends my 10 year run of technical support/customer support jobs. I did start in humble beginings of Convergys, back before it was even Convergys and I have the shirt to prove it. I am strangely feeling a sense of loss. I may have to deal with the occasional asshat who didn't fill out his user account request correctly, but my customers will mainly be servers admins. June 5th is my official start date. So, right now the count down clock is 11 working days... I've saved some of my favorite calls from this last service desk job to share with you over my last few weeks...

I'm trying to remote control her computer either through NetMeeting or Wndows XP Remote Assistant:

Me: What is your IP address?
Her: 16020515086
Me: Uh, could I get it with the periods?
Her: Oh, sorry, I'm new to this computer thing

How the heck can you be new to "this computer thing"? Know where to find your IP address, but be stupid enough to EDIT OUT THE PERIODS?!?!

Next, when resetting passwords per corporate policy we have to ask a verifications question and get the answers that that people put into the system themselves when they first get hired.

Me: WAVE!
Her: "I'm a network engineer."

In order to reset someones password we have to ask them some verification questions that THEY give us when they are requesting their account. Here is a snippet of the conversation:

Me: What is your dogs name? Your first dog?
Her: Fluffy
Me: No, that is not what is down here. Maybe it's your current dog?
Her: Fluffy
Me: Again, that is not correct. I am not asking for what your password is, I am asking your verification questions.
Her: So many passwords... Fluffy?
Me: Uhm, no, Ma'am. This is not what your password is. This is the verification information that you entered into our system.
Her: Hrm.. So. Many. Passwords. F-L-U-F...
Me: What's your social security number? And DOB?

I ended up using an alternate method of verifying her identify and resetting her password. Oh, joy! I won't miss this.