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I worked as a Technical Support Engineer at a Call Center in 2000.

We were contracted to supply Technical Support for the Microsoft Networks Internet service (MSN.) We helped people get connected via dialup (phone) lines.

The job was very rewarding. I took great delight at helping even the most "Technically Challenged" people solve their problems.

One thing became abundantly clear to me. Our computers are totally dumb.

Computers do not think. They only do what they're told. They'll keep doing the wrong thing till a human steps in and stops them. The human must provide the proper directions for the computer to follow.

One classic example involves area codes for "local" numbers.

There have been so many new phone numbers over the years that many cities have more than one area code.

Many people are required to dial an area code for a "local" call, even within their own city.

Every computer that uses a dial up modem must dial the phone number of the ISP (Internet Service Provider), and get connected to the ISP's server.

Even the best "terminal program" (Dialing software) probably won't know whether you need to dial the area code for a local call. You must give your computer the proper instructions.

I've encountered many different MSN customers who had been trying desperately to get connected for days or weeks. They were frustrated and baffled.

I would listen to their descriptions of the symptoms, and quiickly analyze the situation. I'd ask them if they needed to dial the area code for a local number. The diagnosis and solution were that simple.

My customers always loved my sense of humor when I said:

"Your computer is dumb. It will keep doing the wrong thing till the cows come home. You need to step in and give it the right instructions!"

Tags: 95, knights, microsoft, msn, networks, ron, support, technical, windows

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Ron Knights Comment by Ron Knights on March 4, 2009 at 7:09am
Thanks for the offer, Eric. I really don't want to be a trucker, for a "real job." I'm "retired" now.

Once and awhile I see some info about truckers, and think it might be fun.

I feel the same about bikers riding on Harleys. But I don't want to be a Hell's Angel "in Real Life."

I do think it might be fun to ride along with a trucker one day. Get the experience of being on the open road, stopping at truck stops, etc.

I grew up with a Dad who loved to drive long distances. We often drove from Ohio to Vermont, to visit relatives, etc.
Eric L. Comment by Eric L. on March 3, 2009 at 11:58pm
Ron, I to am glad that we are able to continue communicating and put our differences aside. I never hold a grudge over difference of opinions. I understand that you have your reasons and experiences, and I hope that you understand I have my reasons and experiences. It doesn't mean that either one of us is right, just we experienced the same thing from two different view points, that's normal, and is OK, neither one of us should have attacked the others view points, which I believe we can both admit we did to each other, and we're both guilt of. Maybe in the future, you and I should watch a little closer to how we disagree with each other and make sure the other one will not get offended by the other ones replies. It seems you and I have a lot in common and maybe we could both benefit from a friendship, we just need to learn to understand one another a little better before jumping the gun.

OK enough of that talk... especially if your headed to bed and wont reply to it till moning.....lol

If you wanted to drive a freightliner, then you shouldn't let anything hole you back. I'd be more than happy to teach you how to drive a standard, it's not as hard as some make it look. OK it is a double clutch, but I'll teach ya how to power shift it. More and more trucks are now being replaced by automatics, which is something else for you to consider. I don't personally care for them, I personally like to have control over the drive shaft especially in the snow. The problem is that once those tires lock up on ice, because they have so much weight on them and they weigh a ton themselves, that they wont start spinning again till they hit something for traction, leaving you in a slide till they do grab. Having a standard gives you more control over this, than with an automatic.

If those are the only to things holding you back and it's something you always wanted to do, then those aren't good enough reasons. As long as you can pass a DOT exam, and I imagine you already know the basics.... learning the big rig is nothing. And don't worry about sliding in the snow...it can be fun... just do what I did yesterday... when you start sliding, let off the break and rub up against the guard rail... thats what it's there for, isn't it? just kidding... but it works, slows ya right down... not to mention people back off of ya, because they finally realize just how heavy that truck really is. Your BIPap machine, well they make converters for that stuff to work on 24v systems.

Well I need to get going to... my kid will be looking for a ride to work soon, and the other one for a ride to school.

Take Care,
Eric
Ron Knights Comment by Ron Knights on March 3, 2009 at 11:23pm
Eric, I'm so glad you and I have put aside our "past difficulties," and been able to have a civil conversation.

You're actually a pretty interesting fellow!

I have romanticized what it would be like to live a Trucker's Life. But I am terrible with any stick shift car, let alone a big rig.

And I need to use a BIPap machine to keep me breathing while asleep... That limits my mobility somewhat I guess.

***

My Dad and I haven't necessarily been incredibly close. But we do have some good moments.

I'm working on an idea to do a blog post containing two photos of us together.

Those two photos will illustrate very nicely 2 aspects of our relationship.

One photo is with my Dad and I, and my first car.

The second one shows my Dad and I at an Army base. Both of us are in our dress uniforms.

It's late now, and I should get myself to bed.

So I'll stay away from further talk of Family Dynamics for now.
Ron Knights Comment by Ron Knights on March 3, 2009 at 11:16pm
You're so right, Bren.

I remember one woman who insisted that I come to her house to fix her computer. Oh, she lived a long distance away.

I said "You pay $19 a month, and you want me to hop on a plane, and fly to your house, and fix your computer?!"

***

When I first got together with my ex-wife, she had some problems connecting to the Internet.

I overheard her swearing at the tech support of her ISP.

I offered my advice... buy a US Robotics modem. She said there was nothing wrong with her computer, and swore at me.

I'd had this kind of experience with another woman. I thought for a time that she "was the woman for me." It took a few months for me to admit she wasn't.

I should have known this was a bad sign for the woman I was about to marry. But I kept my mouth shut.

One day we were in Walmart, and she said "Maybe we should buy a US Robotics modem!" I just about fainted, and grabbed one!

A few months later, I was working as a Tech for MSN.

My wife was in between jobs, and decided to get the same job as me.

She was very good at the job. She is a real People Person. She kept her cool!

One day she looked at me, and said "Now I know what it's like!"

I looked up and said "Thank you Jesus."

She smiled a bit.

We've since departed "on friendly terms." We divorced.

Some days I look back and tell myself I should have told her to take a flying leap.
SassySweetBren Comment by SassySweetBren on March 3, 2009 at 10:00pm
This has been fun to read since there was a time, when I was that woman on the other end of the phone. hee hee

Gosh, that has been a long time ago. One thing is certain. People can learn if they want to.

The problem is that so many people want others to do it for them. Like not mowing their own grass when they could. They want someone else to do it for them. Well, it just doesn't work that way with computers. Now does it Ron?
Eric L. Comment by Eric L. on March 3, 2009 at 9:48pm
Yeah I remember you saying you had the same PC. How did that switch between your dad and your brothers computer go? did your dad keep his?

Have you tried the speech to text programs with your dad to try and help his speed? I'm sure you already thought of that, but I would think he would be a good candidate for something of that nature. Maybe typing keeps him Mobile. What's your thoughts?

82 and still on the up and up on technology... there is something to be said for that. I often wondered the age of the two of you. It's rear that you see someone in their.... hmmm how do I say this nicely cause I'm not getting any younger.... but someone that is getting close to up there, that still speaks about their living parents. Your dad must have been a very healthy youth, I'm kinda jealous... my dad died when I was 17, he was 49, and no one in the family but me was talking to him at the time that he got sick. So it was up to me with no medical background that had to decide when the right time to pull the plug was... I regret that day every day I wake up, there isn't a day that goes bye that the look on his face doesn't haunt me. My older sister is on her death bed and no one but my mother talks to her in this family, she has 6mths to a yr. I know, I should bury the hatchet and talk to here but, she did something to my immediate family that is unforgivable... I feel for my mother who is going to bury one of her own kids, I could only imagine what that feels like, since I have two kids myself. Wow I didn't mean to take this in that direction.... What I wanted to say is enjoy every minute you have together, I like how you talk about your relationship with him, I think it's kewl to have a that kind of relationship.

And............. yeah ...... your just old enough to fit in that age bracket, there look like there is a 23 yr gap between you and I. No male live past 49 on my father side though, so I'll never know what it's like to hit the 50. I know that sounds so definite, but every male in three generations dies at 49, so I got 14 years of life left in me, I need to do something outrageous before then.

Well I'll give you a chance to reply here before I say any more. Oh.. I know what I wanted to ask you... so what are you going to do with your extra $100 a month, any plans? going to treat yourself to something?

--Eric
Ron Knights Comment by Ron Knights on March 3, 2009 at 8:32pm
Eric, as my Dad says: "Thanks for sharing." No problems!

There's an interesting contrast here. If I understand you correctly, I'm old enough to be your father. I'm 58.

My Dad is 82. In his professional circle, he's considered a Resident Computer Guru. Yikes!

I make some slow progress with my Dad.. but it's all long distance. And the lessons don't last long.

My Dad only has the use of one hand when it comes to computers. He types one-handed. I have to give him credit for that.

He has troubles with all the left and righ-clicking stuff, for obvious reasons.

I swear my Dad doesn't always want to take my advice.

I think he's trying to install an old version of Skype. That's why he's having troubles with his own Beast PC.

Remember I installed and used Skype just fine on the same PC!
Eric L. Comment by Eric L. on March 3, 2009 at 7:27pm
I'd love the ones that would call up crying, I'd tell them to stand back and look at what there crying over..... it's a piece of metal, plastic, and glass. Or how about the ones that call saying they were checking their e-mail and their computer died, only to find out they hit the switch on the power strip with their foot.

Those were some good days. I must say though... I don't miss it much...lol

When they came to me with my promotion to Network Engineer, it' couldn't have come at a better time. I was right at the edge of snapping, I remained professional and polite at all time, but something about that department broke me, I just don't have the patients for stupid people anymore.

My wife and I started our own computer company after the company I was working for moved to Virgina. I took care of the computers/networks... but my wife for the most part took over the customer service end... obviously there was some on my part... being at the customers home or business but being there in person is so much easier to deal with in person than over the phone.

We still have our company on the side, but I have people working for me now... and now I drive a rig which I must say I like the loneliness of the road, being my own boss, no one watching over my shoulder, and most of all other than traffic, loading and unloading... I don't have to deal with anybody. I tell ya that first IT job really changed me.

For instance, I just bought my 60yr old mother her first laptop. She called up this past Saturday, first she couldn't figure out how to turn it on, then I needed to walk her through getting on the net, then as I'm showing her how to get to her e-mail, meanwhile I hear paper wrinkling in the background, I ask what she's doing and she's looking for a web site in last weeks paper she wants to visit.... I'm like do you want to learn to do this or are you just going to call me every time you want to use the damn thing? Well she was having problems left clicking and right clicking... finally I'm like what the hell is your issue... you know how to use a computer... this isn't your first time in the ball park, it's just a laptop instead of a desktop, she says, but it's so much different. That was that... I threw the phone towards my wife and said here deal with this... my wife was listening to the conversation prior to me passing the phone to her and she was cracking up laughing... not so much when I handed the phone to her though :)

Oh well. Sorry for chatter. You brought up some old memories, I know you didn't ask but I thought I'd share.....lol... I must be tired

--Eric
Ron Knights Comment by Ron Knights on March 3, 2009 at 6:49pm
You bet.
medinamatt Comment by medinamatt on March 3, 2009 at 6:40pm
Reminds me of P.E.B.C.A.C(problem exsists between computer and chair)

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