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Comment: Re:I remember seeing a carpool club in the 90's... (Score 1) 333 333

Scale, and an explicit transaction. The carpool club's manager doesn't get a cut for facilitating the carpool club. Someone can't facilitate a dozen carpool clubs and take a percentage. That's why Uber is a taxi company and not a carpool club.

Comment: Re: Codeword (Score 1) 479 479

I'd much rather hire and keep good T2 and T3 support personnel. When T2 support has to deal with an unending cavalcade of "Oh, it wasn't plugged in, thanks for the help!", they are going to leave right quick.

It sounds like what you need for your situation is metrics, not eliminating T1 support. The point of tiered support is that the higher-level support people are supposed to be using their time that isn't answering the phone fixing the underlying problems that the support system is perhaps only mitigating. They can't do that while they are answering the phone. Surprisingly, people are only capable of concentrating on one thing at a time.

And I frankly don't give a shit if you feel like you're dumb because a T1 support answered your problem. The entire world does not exist to cater to your feelings. Maybe stop acting like an idiot would make you stop feeling like one. Or maybe stop trying to feel superior to T1 support whose job it is to help people, even blowhards like you.

Comment: Re: Codeword (Score 4, Insightful) 479 479

I am an IT professional, and even I make simple mistakes sometimes. There is a reason rubber-duck debugging is a thing. Tier 1 is a rubber duck. Deal with it, you self-important asshole.

Most people younger than me know exactly shit about how their black monoliths (with brightly colored protective cases) actually work.

Comment: Re:Powerpoint is not documentation (Score 1) 327 327

My team produces libraries that other teams use, and I keep having to tell my coworkers this: It is not our users' job to fix our documentation (though we can ask them to point out where our documentation is inadequate). Wikis are where documentation goes to die.

Good documentation starts with the author of the code.

Overload -- core meltdown sequence initiated.