I never aspired to be deskside support, nor did I fall or get pushed into the information technology profession as many of others say happened to them. Back in the 50’s and 60’s, girls weren’t exposed to much technology, so I really didn’t think much about it. (well I did name my bike the USS Enterprise from the original star trek and there was that cute AV guy at school…. but I digress)
My hobby was (and still is) true crime and all its nuances. As a paralegal working for a law firm, I had huge dreams of running into court (Perry Mason style) with the astounding case solving tidbit, gleaned from the thousands of case law books, saving the day… not to mention the client and whole judicial system!
But as it goes with many dream worlds, reality soon smacked me awake, and I landed as a Foreclosure Paralegal with a mortgage company. Please don’t misunderstand, despite the FC word, I loved this job. I got to help people when they needed it most, while feeling like an essential part of the judicial system. When my job was outsourced to a national law firm I accepted a position as an administrative assistant in another department, and there, on my new desk, was a funny looking machine, sporting Windows 3.1 (and After Dark’s Bad Dog Screensaver). I sat down and stared…. then my life began anew.
I had no idea just how much this odd-looking thing would change my view of the world and myself. Somehow, computers made sense to me, from the very beginning I had no inkling of what an “IT” was, I only knew I wanted to be a part of “IT”. After earning associate degrees in software development and network management, and working in different areas of IT, I decided desktop support as the one and only place for me.
As it turned out, it was the absolute best professional decision I could have made, because the BEST thing… the single most significant thing I learned was this simple fact: assisting others is what makes me happiest.
But it was also this knowledge that kept me from transitioning from Desk-side to DaaS-side support earlier. I knew “about” DaaS…Desktop as a Service, but never desired to learn more because I thought this area would not be relevant to my job or skill set. A friend of mine had tried to point out the possibilities, but I just could not consider giving up the personal deskside lifestyle I’ve come to appreciate more and more in my work life.
FACT #1: The only thing that never changes…. Is the fact that everything changes. And my view of DaaS was no exception. Overall, there were a few different reasons why I began to think about DaaS Support, but the final trigger was the end users.
Over the years, I had developed a way to make users feel comfier around the technology they were forced to work with. I had transitioned my co-workers from IMB Selectrics to IMB Desktops, and while it wasn’t always a positive experience, nothing felt better than when one of my users would proudly tell me about the new “thing” they learned on their own. I realized those moments became fewer and fewer as time went on. My end user community had become less intimidated by technology, and took on new machines with attitudes ranging from pure excitement to demanding perfection. It truly had become a brave new world.
Today, most end users do not feel they are being “forced” to work with technology. They expect, nay, demand the use of a computer for most tasks. Even the old timers, closer to my age, are more comfortable with using computers in their day to day work.
My shine was off the brass as they say… I no longer gleamed as the hero who pointed out the easiest way to do something, or described analogies that related familiar machines to the uncooperative mystery sitting on the end user’s desk. I didn’t realize it, but I was feeling a tad outdated myself.
So, I started to read and learn about DaaS, and particularly how my set of skills might be useful in this brave new environment. Right away, I saw how DaaS could be the best solutions for the small business or entrepreneur. Most larger companies have the resources and need for an inhouse IT department. But what about the company with less than 10 employees? Just because they are small, doesn’t mean they won’t need the security of robust firewalls or infrastructure that meets all their Hippa\Sox or other regulating guidelines. And what happens if one of the employees blows up their hard drive? Going to Geek Squad or another local computer shop could be an expensive and time-consuming proposition, not to mention messing up that whole business continuity thing.
These are all issues\challenges that would be resolved by incorporating DaaS\IaaS into a smaller company, allowing it to focus on sales and production, without the overhead of maintaining a full IT staff, or having just one over stretched IT tech who never gets any off time. Great…. But how would I fit in? I decided to find out and moved to the DaaS-side. Second best professional decision of my life.
I have been working for an MSP since May. In that time, I have learned so much about DaaS. But I also feel I bring something unique to this environment. I have been lucky enough to have seen, and been a part of changing technology through nearly 20 years of its biggest advances. I’m especially lucky in having experienced those changes through the thoughts, fears and concerns of my end user community.
While I’m sure new DaaS users won’t be quick to distrust the technology, I believe having the same assistance and support experienced by my IBM Selectric III end users, will provide a comfortable and low stress transition from Desk-Side support to DaaS-side support. That is the dream anyway.
I’m starting this blog as a place to give and receive information, thoughts, ideas, about working in the cloud. I am new to not only the Cloud environment, but also to blogging, so please bear with me while I pick my way through the clouds and find my path.
I especially would like to hear from actual DaaS users and support agents, about their experiences, good or bad, what they think would be helpful for them, and\or whatever concerns they may want to express, etc.
I look forward to this new experience and hope it’s as good for all of you as it is for me. 😊