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Comcast, Firefox, google, youtube

Maybe it's just my attitude, but I won't put up with they're attitudes
or their policies of dealing with Tech Level 1.  In cases like this
where they are having a network wide problem and I'm trying to help them
I've always been escalated to the network team.  I also don't waste my
time trying to explain to them what I've found out, I make it very clear
that they are wasting everyone's time by not putting me in touch with
who they need to.

Matthew Shields
Sr Systems Administrator
NameMedia, Inc.
(P) 781-839-2828
mshields at

-----Original Message-----
From: markw at [mailto:markw at] 
Sent: Tuesday, September 26, 2006 3:03 PM
To: Matt Shields
Cc: Jeff Kinz; discuss at
Subject: RE: Comcast, Firefox, google, youtube

> As I've worked in the internet industry since 1995 at major isps and
> webhosting companies, I always precede my intro with I'm a sysadmin
> me talk to a network engineer

Well, I do that as well, but the technical "support" people don't have
qualifications to understand my qualifications.

Tech support, im experience, is useless because I "understand" the
and I have to communicate it to someone who does not, who will then
attempt, in his own words, to describe it to someone who may. Imagine
explaining how to change a spark plug to a 5 year old and then have that
year old explain it to a mechanic. Sure it makes for cute television,
it isn't tech support.

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