A Compassionate Geek

Time management training for today’s IT workplace: This practical time management training course helps IT professionals reduce chaos, handle interruptions, prioritize effectively, and protect focused work time. Learn proven strategies for managing tickets, messaging systems, task lists, and daily workloads while improving productivity, customer service, teamwork, and communication. Designed for…

TLDR: Certification is Important for IT Careers • Certifications help IT professionals fill knowledge gaps and strengthen troubleshooting skills. • Customer service certifications improve communication, empathy, and professionalism with end-users. • Technical skills alone aren’t enough. The best IT pros combine competence with people skills. • Certifications paired with real-world experience…

Nick was the CEO of a manufacturing company in Lenexa, Kansas. I sat next to him on a flight out of Kansas City. As often happens, we talked about what we do for a living. “I work with IT people on people skills,” I said. Nick jumped in, “You can’t teach people skills. Someone’s either got ‘em, or they don’t!”  This happens so often. I hear IT managers, CIOs, and MSP owners say they hire for…

How a Lost Necklace Won a Customer My friend Deb wasn’t trying to get her money back. She bought a necklace from Solstice Designs, a small jewelry shop in Seattle’s Pike Place Market. Less than 24 hours later, the clasp broke, and the necklace was gone. Frustrating? Absolutely. But she didn’t fire off an angry message demanding a refund. She simply emailed the store to let them know the clasp…

Robert was a network administrator. He was competent on server software including Windows, Linux, and UNIX. He held Cisco certifications. His networks were fast and reliable. His people skills, however, were lacking. For example, if you asked Robert a question that he thought was stupid, he’d squint at you, cock his head like a dog, and go back to what he was doing without saying a word. You can…

What do end-users actually want from IT support? Consider this. Jan was the administrative assistant to the general manager. When I answered her call, it was clear that she was frustrated. Her computer had bluescreened right in the middle of a big project for her boss. Actually, she was more than frustrated, frantic would be a better word! She needed her system working immediately, and she was…