“So what exactly does it sound like?” Asked the Honda mechanic.

“Well, it sounds exactly like a car alarm because that is what it is! Each time I lock my car, the car alarm sounds indefinitely unless I bring it within one mile of your dealership. Then it stops!” I told the mechanic for the fourth time this year.

Everyone of us has had an experience like this whether it is with our car or our computer. Stories like this are always a reminder of what we are up against as IT Professionals. As users, we don’t know why it does it or when it does it or how it does it, we just know that it does it! As support engineers, we are users first but have a few more resources at our disposal.

Our goal at Anchor Point is to remind ourselves of what it is like to be frustrated by the situation and then do our very best to explain the problem and do everything possible to make sure the issue doesn’t happen again.

We are also a group who read nerdy technology magazines, who can’t wait to tell one another about the implications of a new service patch, who get chills when we find the document that describes our event ID exactly. Thankfully, we aren’t just that type of a group. We are users first.