Problem solving

Being manager of a small business with a staff that can be counted on one hand means that I often have to wear a variety of different hats.

In addition to my editor’s hat, I have a janitor hat, an electrician hat, a plumber hat, a carpenter hat, an accountant hat, a human resources manager hat, a secretary hat, a supply manager hat, a photographer’s hat, a reporter’s hat, a page designer’s hat, a publisher’s hat and a bunch more hats.

One of those hats is labeled "IT Guy."

IT, or Information Technology, like it or not, has become a way of life for most businesses and households.

There are times when I’d give anything to have a real live capable and professional IT guy, who I could call whenever a technology problem raised its ugly head.

I often fantasize about a guy named "Bradley" who is always there to solve my technology problems.

"Bradley, my E-mail isn’t working, can you come over here?"

"Bradley, I can’t connect to the Internet, have you got a minute?"

"Bradley, my computer’s not doing what it’s supposed to be doing – little help?"

"Bradley, our web site is down – can you get it back online?"

Unfortunately, with an organization of our size – I’m Bradley.

Well, that’s not exactly true, other employees offer their technological assistance and expertise, and it is greatly appreciated, but ultimately, I’m the one who is responsible for keeping things running.

Last week, we had an extraordinarily high number of problems come up with technology, and these problems had to get solved – one way or another.

After what seemed like endless hours on the telephone with computer company technical support personnel, web site hosting company tech support and Internet Service Provider tech support, most of the major problems were solved.

There are still problems, but we’ve come up with some creative work around solutions that will keep us afloat – at least for the time being.

This technology is wonderful – when it works.

But when it doesn’t, it can be one of the most frustrating experiences imaginable.

"Hello, welcome to Nimrod technical support – please say your service tag number," the machine says to me after I’ve been on hold for 45 minutes.

"91C1LA4," I say.

"Great!" The machine says. "Do you need help locating your service tag number?"

"No," I say.

"Please say your service tag number," the machine says.

"91C1LA4," I say.

"Great!" The machine says. "Do you need help locating your service tag number?"

This goes on for a while…

It’s great fun, especially on deadline.

It’s stressful, and at times irritating, but like it or not, I think computer technology is here to stay, so we might as well just learn to be patient with it.

There are times, however, when all the problems start happening all at once, with multiple computers – and at the absolute worst of all possible times…

During those times, I can assure you that patience is a very scarce commodity.