Tuesday, April 15, 2014

On Blogging... And Itching

So, let me recap the last bit and why I don't really exist anymore.

I took a job with a giant software company and stopped blogging and writing for the most part.  I just didn't have time any longer.  I found myself working 12 and 14 hour days just to keep up.  Things were busy.

I've left that job, a large part so I could have a life outside of work.  I wanted to spend time with my kids without feeling that I would be punished for not producing.  It was a LOT of work harder, not smarter.

Think of it like this, I had my boss who reviewed what I did and I was assigned cases daily.  Once I got my cases, they were added to my backlog.  Also daily we had a "Crit Watch" for cases the customer deemed "Critical".  Every day we would get a "Critical" case escalated and those of us in the watch during that time period would do a version of Rock, Paper Scissors to decide who would work it.

None of us had the bandwidth to ever take it.

So, that's fairly stressful, but the kicker was the group of "Technical Account Managers".  Their job was to be advocates for the customer.  That's a good thing, except, they had the power to hit us up directly and demand we work on their customer's case now.  90% of the guys were good, but the 10% who were unreasonable drove me insane.  If we didn't work according to their satisfaction, they would raise the severity, ping my boss etc...  So the reality was a user who had a problem in the big picture was cosmetic or an annoyance, would get more attention than a customer with problems making actual calls.

I was pretty depressed.

Some of the guys stood up to them and my boss backed them.  It didn't seem to work that way for me.  It seemed like when I took a stand I got bit.

I moved to another job with a smaller phone manufacturer.  The hours are fewer, the stress is much lower and the work is filtered through my boss, so I don't have 500 bosses all telling me how their customer wants things fixed NOW!

The flip side is, metrics.  It's always metrics.  How many calls do you take, how long are you on the phone, etc...?  I could play the metrics game, but the question is how good is that?  I have seen some of the work from folks who play the game (and have been rewarded for it) and it sucks.

It's the age old struggle when you work for someone else.

Now that I have changed, I have an itch again.  The writing itch, the drawing itch, the itch that has been gone for so long.

Will I scratch that itch?  Will it get infected if I do?  Wait, maybe it's not the writing itch, maybe I caught something from the toilet seat?

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