Tuesday Oct 16, 2007

Here in San Diego, we are still tied to setting proxies to connect our browsers to the internet. I recently switched over to Firefox from Mozilla and have been having intermittent problems connecting to various sites. Most annoying was not being able to connect to blogs.sun.com! In the past, it seemed I could muck around with the settings, then connect to a site, then I would have to reset the proxies to connect to another site. Last week, I was having problems connecting to just about any site, so I opened a Service Desk ticket. I got my first experience with one of the new Service Desk Improvements, where they connect to your session via VNC in order to diagnose and hopefully fix your problem. Service Desk seems to take a lot of flak for just about anything they do or don't do, so I am pleased to report that I was very impressed by this latest effort.

I got a call back from a Technician within two hours of opening my ticket and he quickly explained what I needed to do to set up a VNC session for him to use. He checked my proxy settings and made a couple of changes, then went into my Firefox profile directory and deleted a few files. I wish I could tell you what they were, but I don't remember. He had me try to connect to the sites that were giving me problems and together we verified that everything was working. Total time spent was about 5 minutes. Typically for the type of problem I was having, I would have expected there to have been numerous e-mails and phone calls back and forth with me trying to explain the problem and then hoping the Technician knew what I was talking about, so he could give me something to try, which probably would not work, whereby we would start the process all over again.

This new service is quick and painless and it gives you a chance to give immediate feedback as to whether or not the problem is really fixed. It also clarifies to the Technician that the problem has been fixed and that the ticket can be closed as resolved. Good job!

Tuesday Jul 31, 2007

This is news that I won't get tired of seeing. Jonathan Schwartz said this would happen and it did. Congrats to Jonathan and to all of us at Sun. A lot of people got so used to Sun losing money that they act surprised at each time Sun announces that they made a profit. Not sure how many more quarters of profitablity will it take to change the perception that Sun does not make money, but as long as we are making money, it is fine with me if folks still act surprised.

Friday May 04, 2007

Have not made an entry in a while. I have run across many topics I considered writing about, but started to realize that every single one of them involved some gripe I have about that topic. I'm hoping that my blog will be more than just a forum for me to vent about something I don't like, so I decided to wait until I could think of something to write about that was not totally negative. I have come to the conclusion that I must enjoy complaining a lot more than complimenting!

I completed the Power of Sun Survey and the Management Excellence Survey this week. I think it is best to do these surveys at a time when you are feeling pretty neutral overall and maybe at a time when you really had not planned on doing the survey. I was just going through my mail box and saw the note about the survey and just decided on the spur of the moment to go ahead and take it. I go back and forth on the surveys. Sometimes I think they can be really useful and sometimes I think they are just window dressing and a waste of time. Sun seems to be going more towards fewer fill in the bubble questions and more for filling in comments or context around your bubble answers. I think this is a good thing and kind of like the way that the requests for comments appears to depend on how you answered particular questions. In some ways they are calling your bluff. Let's say you answered a question like, "Would you recommend Sun" as "unlikely". In the old surveys you might have a place to make open ended comments at the end of the survey. Now, you are more likely to go to the next page to find a question like: Explain why your are unlikely to recommend Sun. Now you have to think or punt. Do I really feel that way? Why? Now that I know I should explain myself, maybe that really should not have been my original answer. Or, you might end up writing a novel about what you think is wrong with Sun. Either way, I think this is more helpful to Sun then just counting the number of bubbles filled in for questions and drawing conclusions from those alone.

My 14 year old daughter told me about surveys they give them at school. Some of them ask questions about whether or not they use drugs. She tells me that a lot of the kids don't take these very seriously and purposely put down answers that are far from the truth. She said one amusing question was at the end of a survey: "I have been truthful with my answers to this survey" True or False. She wonders who would fill out the survey making up answers then admit they were not being truthful with their answers? Having comments or context around certain questions can help determine how seriously someone is taking a survey. If I were to say I was unlikely to recommend Sun, and when asked why, left the comment blank, that could be telling. If I wrote a comment like, I would not recommend Sun because I don't like Jonathan's pony tail, that would also be telling. Telling someone that maybe I'm not taking the survey seriously or I have some serious hair issues. The latter might be closer to the truth. I'm jealous that Jonathan has enough hair to turn into a pony tail and I don't. :-(

In any case, I thought both the Power of Sun and Management Excellence surveys were worth taking. If you have anything to complain about Sun or if you want to say something nice, I would recommend participating in these surveys.

This blog copyright 2008 by trjfish