Fandotech IT Business Solutions

Undercover Boss Assignment; TAC

So I get up like it’s any other day today. I go to work. But instead of going to the corner office I make a left-hand turn into the Technical Assistance Center – the TAC. I have my crazy glasses with the exaggerated mustache and nose to make light of the fact everyone knows I am there to see how the work really happens. Immediately, because it is a holiday/vacation week, I am asked to get moving. There is a firm schedule of tasks to be completed and with vacation schedules leaving the TAC short this week, I was put immediately to work on tasks I had no idea how to do.

The good news,?we have a company wiki with all our processes detailed, and I was promptly directed to open up the wiki and read. So off I go to do the offsite tape rotations. Success! I read, follow instructions and all went fairly well. I was able to find the tapes, codes, keys and proper transport containers and get it all done. A little behind the normal schedule – our W.B. Meyers Vaulting courier was tapping his watch as I came through the door!

Next, getting on the phones to help answer the questions coming in from clients… Help with resetting passwords, re-registering certificates, updating disk quotas and remotely assisting with upgrading a desktop – all normal thing for our TAC. Everything took longer because I was there. Not a multi-tasker by nature, I wasn’t able to move from screen to screen while chatting about the weekend with the caller as ably as Chuck and Corey. (I can’t walk and chew gum at the same time either.) By the end, I was happy to know that we have capable, skilled team members assisting our clients (and that I could retreat back to my office!)

There are a couple changes the TAC has been asking management to consider to assist them in their daily tasks – now I see why. Armed with first-hand knowledge of why these items deserve top ranking on my to-do list, I now have my management job to do.

Where will the man with the crazy eyeglasses show up next?