Documentation That Actually Gets Used: Notes Your Future Self Will Thank You For
For a long time, I treated documentation like homework. I knew I was supposed to do it, but it always felt less urgent than the next ticket in the queue. When things were busy, notes became an afterthought. When things were calm, I assumed I would remember the fix next time. I was wrong. Repeatedly. […]
Calm Under Pressure: How I Fix IT Problems Without Stressing Anyone Out
If you work in IT support long enough, you learn that most tickets are not really about technology. They are about stress. A computer is frozen. An email will not send. A login fails five minutes before a meeting. By the time someone reaches out, they are already frustrated, embarrassed, or worried that they broke […]