2021: Note 1 -- The Great IT Guy

In early 2020, I had an issue with my work computer that affected my ability to access files that I needed for a big project. I tried to get help from a number of people in tech support, but nothing worked. It was pretty much a disaster, with various IT Support people spending hours taking over my laptop without solving the problem.

I reluctantly accepted that I would simply have to work around the situation. Fortunately, I didn't the files very often, so it wasn't that big a deal. Until...flash forward to another project, where I will need ongoing access to the files. The workaround -- getting colleagues to ship files to me -- was not a workable long-term solution. I had no choice but to "open a ticket" with IT Support.

I was dreading the process of dealing with this again. It took many hours last year and my laptop was unusable while people attempted to fix it. But it was different this time. The person assigned to my case did research on his own and came with new solutions to try. Each time we tried something, it was quick and gave him new information that he could work on behind the scenes and then come back to me with action steps.

It took a few tries, but the process was painless and the person who helped me was clear, efficient and professional. My experience with his help was so positive and I am filled with appreciation for his thoroughness and his expertise. What a relief!