Well first its been awhile. A lot has happened since the last. Installing a new pop with AT&T and Time Warner. Changes the whole network. But the reason for this post, the Motorola Xoom which I am using to post this.
My wife and I saw the ads, did some research and couldn't resist. So both of us have one now and have been working with them, adapting them for personal and work purposes. So here we go on my one week evaluation.
First, Android is short on apps designed for the tablet. There are some but most are phone apps that need to be upgraded by the devs. Some work well and some are tiny on the screen or just crash. That being said I set out to try to replace my laptop with it for work. I am not quite there yet but I have made surprising progress.
First for those who don't know, I use a Macbook Pro with Parallels and a Windows 7 guest for work. So to replace that with Android would be tough. So enter some apps and alternatives.
Windows 7 stuff. My wife found an app, Pocketcloud. Set it up and have a secure connection to other computers. So I set it for a Windows box and poof, a vnc like app to run those apps there. Other items I need are mostly web based so not an issue except no rj45 connection. So I have ordered a Trendnet travel wireless router and am waiting on it.
Email, SSH, vpn client etc seem to work well. Some minor issues with browsers have cropped up like working on this. After so much typing the cursor dissappears below the keyboard and I have to do something to see it again. But it seems most developers are really ready to work out problems. For instance, Printshare which allows Android devices to print had difficulties on the Xoom. Well, a few emails swapped and they had the issues worked out. Good guys there.
So all in all a good experience as long as you see that it is very early in the dev process for the tablrts. Man is this thing fast. I really like it.
Tk
Tuesday, March 8, 2011
Wednesday, August 11, 2010
On Small Town/Rural ISP
As a Network Engineer for a small town/rural wireless internet service provider, I run into different circumstances than most larger ISPs I think. So I thought I would throw some of my thoughts out there concerning the situations I find myself encountering.
The company is very small so I find that I am involved a lot more in other aspects of the business. So rather than being able to stay totally focused on the tech aspects, I find myself continuously being drawn into the customer related aspects. Providing a service to them, which the performance bar is continuously being raised. Now pair that with a very restricted budget and you have an issue or two. In our area, a lot of people have moved out of the larger cities to enjoy the rural life, albeit with a fine home etc, but they expect the same type of broadband service they would receive in the city. This has become increasingly more so in the past year or two. When I first starting working here, most people just wanted to check their email and surf the internet a bit. Now they want video, VPNs, work from home, VOIP, gaming and so on. So the service really needs to be good. That tends to collide with the very restricted budget and so hardware and software. But the demand is there. Along with the is support/service provided.
Previously, when it was only one small town, there wasn't much in the way of tech support readily on hand outside of the company for customers computing needs. So this company tried to provide it all. Well as you grow and the needs become more complex, your customer base becomes broader and more complex, costs go up, you may find that is no longer economically viable to provide that we do it all service and time availability is greatly reduced. You may also find that some folks in the company realize that and some don't. Some wish to continue that trend but again looking at the cost vs return you have to consider the gain.
Along with that is the small town/rural feel. Most in a community are taught that it is good to help a neighbor. But there comes a point in business where it is not viable and to continue to do so would cost the company more than it is worth. Multiply that by many customers and you soon find yourself going in the hole. So your company finds itself in the position of trying to balance between the money making business and the small town feel of help the customer. You are also left with changing the attitude of your employees to match that. They can no longer afford to give away so much and they have to realize that. Keep giving it away and there will be no company, no service to the customer at all, quality goes down the drain and again as a result no customers.
So it is a balancing act as well as a readjustment. We have to move from the good ole boy, give it away attitude to the business we need to make money to survive but don't kill the customer mode of operation and thinking. That is often a difficult thing to do which many small companies cannot accomplish.
tk
The company is very small so I find that I am involved a lot more in other aspects of the business. So rather than being able to stay totally focused on the tech aspects, I find myself continuously being drawn into the customer related aspects. Providing a service to them, which the performance bar is continuously being raised. Now pair that with a very restricted budget and you have an issue or two. In our area, a lot of people have moved out of the larger cities to enjoy the rural life, albeit with a fine home etc, but they expect the same type of broadband service they would receive in the city. This has become increasingly more so in the past year or two. When I first starting working here, most people just wanted to check their email and surf the internet a bit. Now they want video, VPNs, work from home, VOIP, gaming and so on. So the service really needs to be good. That tends to collide with the very restricted budget and so hardware and software. But the demand is there. Along with the is support/service provided.
Previously, when it was only one small town, there wasn't much in the way of tech support readily on hand outside of the company for customers computing needs. So this company tried to provide it all. Well as you grow and the needs become more complex, your customer base becomes broader and more complex, costs go up, you may find that is no longer economically viable to provide that we do it all service and time availability is greatly reduced. You may also find that some folks in the company realize that and some don't. Some wish to continue that trend but again looking at the cost vs return you have to consider the gain.
Along with that is the small town/rural feel. Most in a community are taught that it is good to help a neighbor. But there comes a point in business where it is not viable and to continue to do so would cost the company more than it is worth. Multiply that by many customers and you soon find yourself going in the hole. So your company finds itself in the position of trying to balance between the money making business and the small town feel of help the customer. You are also left with changing the attitude of your employees to match that. They can no longer afford to give away so much and they have to realize that. Keep giving it away and there will be no company, no service to the customer at all, quality goes down the drain and again as a result no customers.
So it is a balancing act as well as a readjustment. We have to move from the good ole boy, give it away attitude to the business we need to make money to survive but don't kill the customer mode of operation and thinking. That is often a difficult thing to do which many small companies cannot accomplish.
tk
Friday, July 9, 2010
Tiered Mobile Data Pricing
For some time we have enjoyed the "all-you-can-eat" plan on data with the wonderful smartphone. Well, that is changing as AT&T has already rolled out their tiered pricing for data last month. So it just stands that other providers will follow suit. Here is a bit of an article; IBM on Tiered
I have seen discussions about people won't stand for it or they just won't pay for that and so on. Well, yes they will. Or I should say, most will because some will not be able to afford it. We have become used to having it, working or playing with it and we just need it. Along with that is the fact that may businesses are now relying more and more on mobile connectivity despite the increase in security risks. Besides, we already pay for by the minute on our voice plans so why not data. But there's another argument to made that we are not used to pay by the minute data. True, but somewhere down the road wouldn't just follow that there will be just one tiered service, voice and data rolled together. After all, it's all over one carrier. It's going to happen, just as the tiered data is happening now. Someone has to pay for all the hardware, software and maintenance for our connectivity. So guess what folks, that will be us.
So that's my short blurb on that subject. Get ready Droid and Verizon users, its coming.
I have seen discussions about people won't stand for it or they just won't pay for that and so on. Well, yes they will. Or I should say, most will because some will not be able to afford it. We have become used to having it, working or playing with it and we just need it. Along with that is the fact that may businesses are now relying more and more on mobile connectivity despite the increase in security risks. Besides, we already pay for by the minute on our voice plans so why not data. But there's another argument to made that we are not used to pay by the minute data. True, but somewhere down the road wouldn't just follow that there will be just one tiered service, voice and data rolled together. After all, it's all over one carrier. It's going to happen, just as the tiered data is happening now. Someone has to pay for all the hardware, software and maintenance for our connectivity. So guess what folks, that will be us.
So that's my short blurb on that subject. Get ready Droid and Verizon users, its coming.
Tuesday, June 29, 2010
Outsourced Techsupport
Well, the saga continues. Been some time since I have done anything here so thought this would be as good as anything.
Our outsourced tech support is actually going very well I think. We had a bit to do, introducing them to the technical aspects of a wireless ISP as we are the first they have had. But I must say, they have done well with us. Of course we have to add in there the workflow issues that arise when implementing something like this. That being said, sometimes I wonder if it is more of a an issue with our local folks or with the tech support folks. I think sometimes some folks are not so willing to let go. So our local folks tend to read more into the cases escalated than there really is because they want to trouble shoot or do a quick diagnoses. Thats kinda of funny since those same folks would complain about all the work they are having to do on tech support.
My opinion, the local person should just call the customer and schedule the service call. No trouble shooting or any other headaches, just send the field tech. Since I review every escalated case that comes through, I automatically see what is happening and can coordinate or correct issues with the tech support.
That being said, issues I think everyone will face are logistics and trouble shooting. Both the locals and the outsourced have to learn the capabilities and limitations each has. This may be more so on the local side since we would like to see everything handled by the outsourced. Also the local scheduler may not be privy to everything the tech support did or does since they get a synopsis of the case. So part of this learning process is education of your staff that they don't necessarily need to know every little thing and that if there is a question on the handling of a case, then ask whoever is in charge or watching over the process. That could be a bit of an issue in a small company since that person may have been in charge of everything and now is not. Again, workflow. Seems that is the hardest thing for everyone to grasp. That and documentation in our case.
We are terrible in documentation and the outsourced support is much better at it. Another learning issue. Document to coordinate between the two. Sure helps if everyone will do it. Takes someone to oversee the transition and workflow. I am not sure if that will continue to be the case but I think that given the past performance here, it will.
So we move forward and for the most part, I and the other executives are pleased.
tk
Our outsourced tech support is actually going very well I think. We had a bit to do, introducing them to the technical aspects of a wireless ISP as we are the first they have had. But I must say, they have done well with us. Of course we have to add in there the workflow issues that arise when implementing something like this. That being said, sometimes I wonder if it is more of a an issue with our local folks or with the tech support folks. I think sometimes some folks are not so willing to let go. So our local folks tend to read more into the cases escalated than there really is because they want to trouble shoot or do a quick diagnoses. Thats kinda of funny since those same folks would complain about all the work they are having to do on tech support.
My opinion, the local person should just call the customer and schedule the service call. No trouble shooting or any other headaches, just send the field tech. Since I review every escalated case that comes through, I automatically see what is happening and can coordinate or correct issues with the tech support.
That being said, issues I think everyone will face are logistics and trouble shooting. Both the locals and the outsourced have to learn the capabilities and limitations each has. This may be more so on the local side since we would like to see everything handled by the outsourced. Also the local scheduler may not be privy to everything the tech support did or does since they get a synopsis of the case. So part of this learning process is education of your staff that they don't necessarily need to know every little thing and that if there is a question on the handling of a case, then ask whoever is in charge or watching over the process. That could be a bit of an issue in a small company since that person may have been in charge of everything and now is not. Again, workflow. Seems that is the hardest thing for everyone to grasp. That and documentation in our case.
We are terrible in documentation and the outsourced support is much better at it. Another learning issue. Document to coordinate between the two. Sure helps if everyone will do it. Takes someone to oversee the transition and workflow. I am not sure if that will continue to be the case but I think that given the past performance here, it will.
So we move forward and for the most part, I and the other executives are pleased.
tk
Wednesday, April 21, 2010
Outsourced tech support... saga continues
This will be a bit short but I thought I had a need to post something on this. I have been working with our new tech support trying to smooth out the bumps, providing better tech support to our customers. Well I am finding a few things out along the way.
First, we are the first Wireless ISP this support company has ever had. Now that is really not a bad thing it just introduces a bit more complexity into the equation. We get to introduce new terminology to them so that they talk with intelligence to the customers. Another part to that is we had to decide to what level their tech support went to and when they then escalated to us. Now that is some fun. We were looking to provide good tech support and cut our cost. Cutting our cost came in the form of cutting a few employees and they were replaced by this service. You might say well how did that work out cost wise. Actually, it worked out well. With the old way, we provided tech support from 8 to 8 and voice mail after that. With the new way, we provide tech support 24/7 and by cutting a couple of people we covered the cost. Not too shabby.
Now the interesting part. I knew there were tech support issues in the past but I didn't realize how much of an issue it was. You might ask why. Well I was not directly involved in that part of the business but kept hearing we were having "network" issues. With this new system/company, I kinda became the head honcho in directing and establishing procedures etc. Low and behold it seems our old tech support/service call methods were not good. Items got dropped, lost in the reschedule, service calls not made and no one really knew and so on and so on. I am now finding that out, just how bad our keeping track of calls and our methods are in handling these things.
So not only do we deal with the new tech support company, we also get to review and change our procedures. One of the main issues is lack of records and accountability. Awfully hard to know what is done or not if no one enters their notes on these calls. So we end up with mud on our face because we appear, and actually can't, take care of business as we should.
Well, we will muddle through hopefully. I think some folks will have to change their attitude to make it.
First, we are the first Wireless ISP this support company has ever had. Now that is really not a bad thing it just introduces a bit more complexity into the equation. We get to introduce new terminology to them so that they talk with intelligence to the customers. Another part to that is we had to decide to what level their tech support went to and when they then escalated to us. Now that is some fun. We were looking to provide good tech support and cut our cost. Cutting our cost came in the form of cutting a few employees and they were replaced by this service. You might say well how did that work out cost wise. Actually, it worked out well. With the old way, we provided tech support from 8 to 8 and voice mail after that. With the new way, we provide tech support 24/7 and by cutting a couple of people we covered the cost. Not too shabby.
Now the interesting part. I knew there were tech support issues in the past but I didn't realize how much of an issue it was. You might ask why. Well I was not directly involved in that part of the business but kept hearing we were having "network" issues. With this new system/company, I kinda became the head honcho in directing and establishing procedures etc. Low and behold it seems our old tech support/service call methods were not good. Items got dropped, lost in the reschedule, service calls not made and no one really knew and so on and so on. I am now finding that out, just how bad our keeping track of calls and our methods are in handling these things.
So not only do we deal with the new tech support company, we also get to review and change our procedures. One of the main issues is lack of records and accountability. Awfully hard to know what is done or not if no one enters their notes on these calls. So we end up with mud on our face because we appear, and actually can't, take care of business as we should.
Well, we will muddle through hopefully. I think some folks will have to change their attitude to make it.
Friday, April 9, 2010
VOIP, SIP and the Droid
Some may know that I have Droid now. I was on AT&T and the phone that I had was having issues and so was the coverage/service. So after some research I decided to go the Verizon/Droid route even though I really wanted the Iphone. I will have to say that I am very happy with both the Droid and the service. Coverage seems to be much better in the areas of Texas that I frequent which just happens to include my home so I am not looking back.
So as work is allowing me a bit of time, I have started playing, ok testing is really what I meant, with apps on the Droid. One of these I am just starting to look at is sipdroid.
We use an Asterisk VOIP server for work and I have a softphone at my home office. So naturally I am "tethered" to the computer on phone calls when working in the office. I thought, wouldn't it be nice to have something "cordless" so I could walk around. Now there are SIP phones out there for purchase but I really didn't want another piece of hardware to purchase and have on my desk. So I looked at apps for my Droid, no rooting required, and came across sipdroid.
It was very easy to install on the phone via market. Since I am somewhat knowledgeable on void setup, I admin the asterisk server, it was no problem to set up the app to use our server. First test was to set the app to use wlan only and low and behold it worked great both dialing out and receiving calls. No Verizon minutes used that way since it was wlan. Now there are settings in it to use 3g network and I thought what happens if I want receive or send calls that way like I am out in the field. Low and behold, that works very well also. That is convenient since I can set the phone to do it, don't have to mess with follow me or other settings on the phone server and can send or receive calls either via cell or voip on the Droid as I choose.
Since I am just starting with this then there is more exploration/testing to do. But I have to say I am impressed initially with the way this is going. Along with that and me being the network sort of dude I am, I can see more and more use of our services in the future by our customers. Ok, some may say that is a bit over the hill for the rural user but I would say look where we were last year in use and look at us now. What a change!
I will try this a bit more and let y'all know how it goes.
tk
So as work is allowing me a bit of time, I have started playing, ok testing is really what I meant, with apps on the Droid. One of these I am just starting to look at is sipdroid.
We use an Asterisk VOIP server for work and I have a softphone at my home office. So naturally I am "tethered" to the computer on phone calls when working in the office. I thought, wouldn't it be nice to have something "cordless" so I could walk around. Now there are SIP phones out there for purchase but I really didn't want another piece of hardware to purchase and have on my desk. So I looked at apps for my Droid, no rooting required, and came across sipdroid.
It was very easy to install on the phone via market. Since I am somewhat knowledgeable on void setup, I admin the asterisk server, it was no problem to set up the app to use our server. First test was to set the app to use wlan only and low and behold it worked great both dialing out and receiving calls. No Verizon minutes used that way since it was wlan. Now there are settings in it to use 3g network and I thought what happens if I want receive or send calls that way like I am out in the field. Low and behold, that works very well also. That is convenient since I can set the phone to do it, don't have to mess with follow me or other settings on the phone server and can send or receive calls either via cell or voip on the Droid as I choose.
Since I am just starting with this then there is more exploration/testing to do. But I have to say I am impressed initially with the way this is going. Along with that and me being the network sort of dude I am, I can see more and more use of our services in the future by our customers. Ok, some may say that is a bit over the hill for the rural user but I would say look where we were last year in use and look at us now. What a change!
I will try this a bit more and let y'all know how it goes.
tk
Thursday, April 1, 2010
Outsourced tech support
One of the things my company has struggled with is providing tech support 24/7. Small company, small budget, really can't do it well hiring people to do that on demand. So we tried working it with live during the day and into the evening with voice mail "after hours". Well things get lost, people are not happy because there is no help on hand right then. So we did a bit more research into the outsourcing it.
We are now in our third week of live support with the company we decided on, and I have to say it is going well I think. The folks doing it for us put on a nice demo when we approached them and all I could think was why can't I get our folks to do their stuff like that. These guys are in New York, accent and all. There was some setup time, getting the troubleshooting trees put together and so on. And as you might imagine, there is tweaking going on now as we make adjustments in workflows and info. There have been some oops in the early stages here but all in all, it has been good. I have to say these guys have been good to work with and are putting the effort into it. To be blunt about it, I have seen more effort, progress and documentation (history) from these guys than I every have from our own folks. And some of our folks is another story. Some are not very happy at all with the way it is going. Not because it is bad but because it is happening.
We have weekly meetings right now to go over items and I email them issues in the interim to either fix because it needs to be done quickly or so they can have it for the meeting. There is no blame from either side on items. Its just lets get this ironed out, what can we do to make it better. So I have to say, even though it has been some work and still is for a bit, it is turning out to be a good thing working with the folks at Fused Solutions.
So, while I am initially impressed with them I have to do the smart thing a reserve judgement for a bit to see if we continue this way or is it one of those "lets get um hooked" deals.
tk
We are now in our third week of live support with the company we decided on, and I have to say it is going well I think. The folks doing it for us put on a nice demo when we approached them and all I could think was why can't I get our folks to do their stuff like that. These guys are in New York, accent and all. There was some setup time, getting the troubleshooting trees put together and so on. And as you might imagine, there is tweaking going on now as we make adjustments in workflows and info. There have been some oops in the early stages here but all in all, it has been good. I have to say these guys have been good to work with and are putting the effort into it. To be blunt about it, I have seen more effort, progress and documentation (history) from these guys than I every have from our own folks. And some of our folks is another story. Some are not very happy at all with the way it is going. Not because it is bad but because it is happening.
We have weekly meetings right now to go over items and I email them issues in the interim to either fix because it needs to be done quickly or so they can have it for the meeting. There is no blame from either side on items. Its just lets get this ironed out, what can we do to make it better. So I have to say, even though it has been some work and still is for a bit, it is turning out to be a good thing working with the folks at Fused Solutions.
So, while I am initially impressed with them I have to do the smart thing a reserve judgement for a bit to see if we continue this way or is it one of those "lets get um hooked" deals.
tk
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