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Overseas IT support


Mensan

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This is an ACTUAL CONVERSATION I just had with someone who works in MY COMPANY'S IT department:

 

 

:cool: - 'Hello this is IT support'

 

http://www.columbusracing.com/forums/picture.php?albumid=695&pictureid=5572 - 'Hi, my VPN password expired, can you help?'

 

:cool: - 'Of course, here is the Citrix website where you can change it'

 

:confused: - 'But I need to be ON the VPN to do that, and I can't log into the VPN'

 

:cool: - 'No problem I can change your password. I've sent your new password to your email on file.'

 

:nono: - '...wait, I can't access that email unless I'm on the VPN...'

 

:cool: - 'Yes sir, will there be anything else?'

 

:mad: - 'Yes, there will. How can I complete the work that I need to do now?'

 

:cool: - 'Call this number and someone will help you'

 

http://www.columbusracing.com/forums/picture.php?albumid=695&pictureid=5584 - 'But that's the number I called you on...YOU are supposed to help me.'

 

:cool: - 'OK sir I have created a ticket for you. Here is your reference number, someone will call you in approximately five hours. Maybe.'

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When I worked for Nationwide, this was something I hated dealing with, except it was reversed. People from out of the country would call us for support, and you can't understand a word they are saying. Very glad I don't have to deal with that anymore.
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A friend of mine took off work for my wedding last year, he was supposed to work from home on Thurs and Friday and he couldn't get logged in, so he called IT. They said they would have someone call him (this was Thursday around 9am), they called him back Saturday night at 10pm :gabe:
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Sounds like your company needs to setup your Citrix environment correctly. Who uses VPN anymore?

 

Almost everyone still uses VPN. Most people are switching to SSL VPN though, instead of doing the traditional Client Based VPN model.

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Almost everyone still uses VPN. Most people are switching to SSL VPN though, instead of doing the traditional Client Based VPN model.

 

We use SSL, but only as an absolute last resort.

 

Mensan, you're at world wide company that doesn't have an account self service option?

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We use SSL, but only as an absolute last resort.

 

Mensan, you're at world wide company that doesn't have an account self service option?

 

Of course we do! Of course, I would need to be logged into the VPN to access it.

 

Not only is this a worldwide company, we are a HUGE worldwide company. ~150K employees. We are still using Lotus Notes. http://www.columbusracing.com/forums/picture.php?albumid=695&pictureid=5565

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Of course we do! Of course, I would need to be logged into the VPN to access it.

 

Not only is this a worldwide company, we are a HUGE worldwide company. ~150K employees. We are still using Lotus Notes. http://www.columbusracing.com/forums/picture.php?albumid=695&pictureid=5565

 

Lotus products are the ultimate :gabe:

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Almost everyone still uses VPN. Most people are switching to SSL VPN though, instead of doing the traditional Client Based VPN model.

 

I was just about to say the same thing. I do a lot of consulting work and its mainly with large companies. Everyone still uses VPN. SSL is getting more popular by the day but VPN is not going anywhere for a while.

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Of course we do! Of course, I would need to be logged into the VPN to access it.

 

Not only is this a worldwide company, we are a HUGE worldwide company. ~150K employees. We are still using Lotus Notes. http://www.columbusracing.com/forums/picture.php?albumid=695&pictureid=5565

 

Lotus :dumb:

 

I'm the Exchange admin for my company. It's hard enough to move from one version of Exchange to another. I can only imagine doing it from Notes to Exchange with that many people.

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