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Stranger in a Not so Strange Land

Monday, December 12th, 2011  |  by Audrey Plaskacz  |   No Comments

Guest author Brent Evans is an Office Administrator and esteemed music critic, based in our San Antonio office.  Recently he was given the opportunity to participate in the Employee Exchange Program. His office location of choice? Vancouver.

I landed in Vancouver at 2pm on a Sunday.  After a quick 20 questions with the customs agent, I had my bag and was on my way to the hotel.  I made it without any problems and by 3.30pm I had deposited my stuff and was ready to see the city.  After about 10 minutes of walking around, I realized I should have actually looked at a guide book or two before I landed.  With no idea where to go or what to do, I just started walking.  I wasn’t too worried because this is how I handle almost all of my adventures.  No clear plan and just an idea of what I want to accomplish.

At this particular point in time I wanted to accomplish two things.  See the city and get something to eat.  After checking the menus at several different places, I decided on the Vancouver Moose.  Ultimately, it was their $5.95 surf and turf that appealed to both my pocketbook and my taste buds.  I sat down at the bar and asked the bartender what was affordable and tasty, beer-wise.  His response was rather short in a great-another-cheap-tourist sort of way, but I didn’t let it ruffle my feathers and enjoyed my first meal in Vancouver.

After I was fed, I decided to continue my walking tour of the city.  I use the word tour in a loose sense because I had no clear destination in mind.  During this tour, I saw the sights, shared pints with complete strangers and found myself in, as I would later learn, the “worst” ghetto in Vancouver.  Worst is in quotes because it reminded me of my neighborhood back in San Antonio.  Anyway, the whole evening made me realize that each stop provided “single-serving friends.”

These “single-serving friends” act much like the little coffee creamers we have in my office.  Just like the coffee creamers cream exactly one cup of coffee, these people offer up conversation and comradery for exactly one visit.  You shake hands, have a few pints, exchange a bit of conversation and then go on your separate ways knowing full well that you will probably never meet again.  It’s a single point of contact that exists in a single moment of time.  I’m not the only barfly to experience such meetings, but since I was on a weeklong adventure in Vancouver, including a brief stint in the office, I wondered if all of my experiences with coworkers would be just as superficial.

I started work at 8.30am the next day.  I was a bit nervous about meeting everyone, but I knew that my mildly inflated ego, self-deprecating humour and general agreeableness would get me through.  All my worrying was for not because everyone was very nice and accommodating which was quite a refreshing contrast to the rather cold weather outside.

After my initial introductions, I worked during the days and saw as much of Vancouver as I could at night, usually with a Vancouver co-worker in the lead.  It was a great change of pace from the same ol’ San Antonio.  High rises, public transportation, craft beer and rather forceful panhandlers.  At first, I was rather hung-up on the differences between the offices and cities.  The Vancouver office, for instance, has high cube walls, plenty of space, beautiful views and walkable coffee shops on every corner while the San Antonio office does not.  But as the week wore on I realized that we weren’t all that different.  Everyone worked just as hard, dealt with similar drama, enjoyed good conversations and tried not to get too bogged down.  It was this realization that made my Vancouver counterparts much more than “single-serving friends.”

The sudden realization that everyone in the PEER 1 organization had similar ups and downs made it much easier to open up to different people and find those common interests and beliefs that make for a truly lasting connection.  Suddenly, anything and everything was new and meaningful.  Gone were the preconceived notions and ideas leaving you with people enjoying other people – their company, their conversation, their opinions.  It made the whole experience that much more special because the voices on the other end of the phone were no longer just voices.  They had faces, names, feelings, opinions.  These were people that I’d talk to again.  Sure I’d take care of business first, but then I could have a conversation about office politics, music or whatever.

Now, sitting at my desk back in San Antonio, I can say that my quick stint in Vancouver taught me a lot.  I learned about the ins and outs of H.R.  Nothing but hugs and kisses for those girls by the way.  I also learned that, deep down, we are all people and that no matter which office or country you work in, you will find similar opinions and experiences.  Ultimately, you will only meet “single-serving friends” if you really want to keep the experience single-serving.


Gratitude

Wednesday, November 23rd, 2011  |  by Audrey Plaskacz  |   No Comments

Guest author Monica Cardenas is a Sales Operations Assistant, salsa dancer and aspiring author based in our Miami office. 

What is gratitude?

Gratitude is a feeling of thankfulness for blessings or benefits we have received. Grateful people are quick to acknowledge the kindness and help they receive from others around them.

Roughly one year ago, I started working for PEER 1 Hosting.  I remember how hard it was starting a new job. I was feeling clueless and frustrated when learning the systems and procedures of my new company. I wasn’t going to give up though, and nor were my PEERS. They guided and encouraged me along the way and it all started to sink in. It didn’t take long for me to really feel like I was part of a team. And by team, I don’t just mean a group of people. It’s so much more than that.

I read once that a team is a group of people coming together to collaborate. Their reason for coming together might be simple: to reach a shared goal or task for which they hold themselves mutually accountable. But what keeps a team together is when its members become deeply committed to each other’s personal growth and success. That commitment usually transcends the team. This has certainly been my experience at PEER 1 Hosting. The team that I have joined here would no doubt outperform any group or multitude of individual contributors. Teams here have a synergistic effect—one plus one equals a lot more than two.

When I reached my one-year milestone, I sent a thank you note to my team of PEERS to make sure they understood how significant this date was for me. I’ve never felt more like a team and I couldn’t have made it without the help of my colleagues, who have offered me support day after day, not just during working hours but at all hours.  

To say that I am grateful for this may even be an understatement!


BROGA MANIA Sweeps 15 People, Also the World

Friday, November 4th, 2011  |  by Audrey Plaskacz  |   No Comments


There’s a movement going on at PEER 1 Hosting and its name is BROGA. All your favorite yoga poses with a slight twist – NO GIRLS ALLOWED!

BROGA surfaced in Vancouver during this year’s edition of PEER 1 Hosting’s wellness challenge. Rob Station, Solutions Engineer, created it out of a desire for dudes to be totally awesome at not having body problems from sitting at a desk all day. According to Rob, to get a workout like this, you would usually have to look like a drunken person in front of dozens of women in stretchy pants. Not anymore boys, not anymore.

Their instructor, Alex Mazerolle , takes their wussy baby bodies and navigates them through the labyrinth of tight muscles and leads them to a galaxy of holy crap, I feel great! They enter as co-workers, they exit as bro-workers.

Notable BROWORKERS include PEER 1 Hosting’s Executive VP and CFO, President and CEO, Accounting Gurus, Network Operations Center (NOC) Jocks, Datacenter Operations Superstars, Marketing Whizzes and even Mr. Station, a Sales Bro.

BROGA’s not for everyone – especially girls. Luckily, Rob developed a fail-proof test to help you identify whether you have what it takes to survive the BROGA trenches. Thinking about exploring the ying to your muscles’ yang amongst your favorite work compadres? Take this test.

I WANT TO BE ABLE TO PUNCH THE INTERNET WHEN IT BREAKS (FACE AREA PREFERRED)

[ ] wouldn’t that hurt your hand?
[ ] somewhat agree
[ ] STRONGLY BROGREE

I WANT A POWERFUL ENOUGH CORE TO FLING THESE EXCEL SHEETS INTO OUR HOT, YELLOW SUN

[ ] I feel like this is an overreaction and impossible
[ ] somewhat agree
[ ] STRONGLY BROGREE

I WANT TO GET RID OF MY NORMAL DESK AND GET A RACECAR DESK (ACTUAL 400hp RACECAR)

[ ] isn’t that dangerous?
[ ] somewhat agree
[ ] STRONGLY BROGREE

RAAAUGHHHHHHHHHHHHHH

[ ] that isn’t even English
[ ] somewhat grrr
[ ] MURAHHHHHH BROGA RUUUGHHHHH

If you answered “STRONGLY BROGREE” to any of these questions, you are right for BROGA. And if you join the movement, I guarantee you will be happy with the outcome. Our monthly classes are full of BROWORKERS, and the formerly male-devoid “regular yoga” class at PEER 1 Vancouver now holds about 50% “brogis”.

But still, no stretchy pants – they keep it strictly professional.


PEER into our newest office, in Sofia, Bulgaria!

Thursday, October 13th, 2011  |  by Audrey Plaskacz  |   No Comments

As far as population size goes, Sofia is tops in Bulgaria. Of the 1.2+ million that live and thrive in Sofia, four are proudly part of the PEER 1 Hosting family.

Where exactly is Bulgaria?  Before we opened shop there last year I could only point in Europe’s direction, but now I know that Bulgaria is a country situated in South-Eastern Europe, bordering Romania, Serbia, the Republic of Macedonia, Greece and Turkey. Summers are hot and dry, and winters are cold and wet – often with heavy snowfall. Weather permitting, residents and tourists get to splash about in the Black Sea! I have also heard from a couple of sources that there are harmless wild dogs roaming the streets. However, no one seems to want to talk about the über threatening Bulgarian nyan cats.

Depending on where you live, our newest office may seem like a world away, but members of the Bulgarian monitoring team stay linked to their PEERs in Canada, the US and the UK by actively participating in wellness challenges, engaging in employee forums and tuning in to company-wide webcasts. The integration of the monitoring team into the PEER 1 Hosting family is exactly why I love working here – Our company gives opportunity for so many different cultures to thrive. Each office has a unique personality; every department has its quirks and every single PEER brings something to the table.

I learn from the people I work with everyday, and everyday I see the people around me learning from one another. Take Kevin Lee, for example, who manages the monitoring team in Bulgaria all the way from Atlanta, GA. When Kevin visits Sofia, the team takes him hiking up Mount Vitosha, teaching him about the city’s history while taking in its stunning views, and then helping him expand his beer-drinking horizons over Bulgaria’s native beer, ариана.

Seeing how well this medley of PEERs work together always gets me excited about what’s next. We’re already a global company and yet each day we expand our horizons a little bit more. For this reason, my inner-geographer has been stirred up. How incredible would it be to travel to one of our other PEER 1 Hosting locations? Sofia fits the bill – the city is chock-full of parks to get lost in, sociable alfresco bars, fascinating museums and gorgeous old churches set beside modern architecture. I’m crossing my fingers that I’ll get to jet off before too long as part of our employee exchange program, which sends staff members to visit an office in a different city and often even a different country.

Maybe I could teach them a thing or two about how to drink a maple latte, knock someone’s teeth out with a hockey puck and use the word “eh” an unnatural number of times in a sentence?

 


Don’t get Tangled in the Grapevine

Monday, September 26th, 2011  |  by Brian Daffern  |   No Comments

When the newly minted managing director was told that there was unfavorable “corridor talk” about him and his organization, he asked, “Which corridor?” He was wise enough to know that it didn’t matter if there was a bit of “noise” about him; what mattered was who was listening to what. People often think that where there’s smoke, there’s fire, but that’s not always true of office gossip.

Whenever human beings are grouped, they talk—and often complain—about each other. At work, such chatter is usually simple background noise, but at times it can tip off leaders to critical problems in the organization. Learning to distinguish important talk from inconsequential noise is not easy, but it is well worth the effort. When confronted with a troubling piece of information, leaders should do the following:

Consider the speaker’s motivation. Is he or she just trying to be the center of attention, perhaps at the expense of a rival? Or is the speaker reasonably impartial?

  • Be careful not to take information as the truth about someone, even when it comes from a trusted place, like your human resources department. Remember that a particularly juicy piece of gossip may spread throughout your organization very quickly, so information that seems to be corroborated by many people could all come from the same faulty source.
  • Model the behavior you want to see in your organization. You don’t want others to overreact or jump to conclusions, so don’t let your followers see you doing so. Keep your comments about people objective, neutral, and related to work. Pay attention to noise as an early warning, but don’t get flustered or obsessed by it.

Often the most valuable message in office chatter is not about the person being discussed. For instance, suppose someone who has done a great job for you is now talked about as sucking up or having a leg up. Maybe you said something positive about him in public or thanked him without thanking others. The real message in this chatter is for you: Don’t make so much of a fuss over one person’s contribution that others feel let down.

Sometimes, though, office gossip or its written equivalent—the anonymous letter—can let you know that someone’s work behavior is unacceptable. If someone is taking bribes, for instance, or having an affair that affects his or her coworkers, there is a compelling need for you to investigate, even though the complaint was not made through official channels. One company saved itself from serious consequences when it acted on an anonymous tip that a company attorney was harassing female employees in China. The investigation forestalled a threatened class-action lawsuit at the company’s U.S. headquarters.

There are times to pay attention to office “noise” immediately and times to watch and wait, times to question and times to squelch gossip. Wise leaders learn to tell the difference.


Magento Canada Ecommerce Forum Sept 15, Toronto

Thursday, September 15th, 2011  |  by Serra Boten  |   No Comments

Calling all Toronto based Magento users! Tonight, along with the good folks over at Demac Media, we are sponsoring the first ever Canadian Magento eCommerce Forum, and we would like to extend an invitation your way.

This free forum is designed as an opportunity for business owners, technical decision-makers and entrepreneurs to see how the Magento eCommerce platform can help you build a profitable online business by turning more browsers into buyers.

The event will include a technical demonstration, case studies highlighting past success stories, as well as an opportunity to mingle with personnel from Magento, Demac Media, PEER 1 Hosting, and attendees from other companies with ambitions similar to your own.

Date: 15 Sept 2011
Location: The Ballroom – 145 John Street
Time: 6:oopm check in
Event: Appetizers and Drinks

Register Now!

 


Comfort Zone is Out, Drop Zone is In

Friday, September 9th, 2011  |  by Audrey Plaskacz  |   No Comments

Guest author Christian Bingham keeps things up and running in PEER 1 Hosting’s Vancouver datacenter. Also on his bucket list of things to do in his adrenaline-packed 30′s: Ferrari driving in Vegas, caving in South America and deep sea diving anywhere in the world.

Hi, my name is Christian and I’m a comfort zoner.

What is a comfort zoner, exactly? Well, basically it’s a made up term that describes someone who lives life in their comfort zone, too afraid to push their boundaries or take any risks. Yes, that’s me. But it won’t be me for much longer, because the first step in my comfort zoner treatment program is to exit this “safe” area. And it’s all happening next Tuesday, when I ring in my 30th birthday.

Before I get into my birthday present to myself, let me describe how exactly I became a comfort zoner in the first place. I’m a datacenter technician here at PEER 1 Hosting, which means that I monitor and maintain the datacenter infrastructure, assist customers and run cable for a living. It’s a perfect job for me because I’ve always been a conservative, risk management type of guy. When faced with a decision, I run through 15 different scenarios in my mind before choosing, just to make sure I’ve truly chosen correctly. I’ve thought of pushing my boundaries before, by skydiving or rock climbing, but I’ve always waited for my friends to jump on board with me. When they inevitably bail for one reason or another, I’m forced to abandon these limit-pushing ideas as well. But last week, I made a decision to take accountability for my comfort zoner tendencies and nip ‘em in the bud!

My change of heart happened when I picked up the newspaper and saw an ad for the Easter Seals Drop Zone challenge. The proposition was simple: raise $1,500 for kids with disabilities and you’ll get to rappel down a 20-storey building in downtown Vancouver. And the icing on the cake? It was all going down on September 13th, which happens to be the day I enter my 30’s.

At this point, I hadn’t put much thought into how I wanted to celebrate this milestone, but I knew that I wanted to do something different. Reading about the Drop Zone challenge made me think, “Why am I holding back? I’m turning 30, it’s time to wake up!”  I made a gut decision to push myself and go for it. Since then, I’ve started fundraising and preparing myself for the moment I step off the ledge of 999 West Hastings and into a new decade of dreaming big and tackling new challenges.

I realize that I’m still walking on the inside of office buildings and not jumping off of them quite yet, but being involved in this cause already makes me feel liberated. It’s been such a positive experience that I’ve caught myself encouraging others to push their own boundaries and explore new things.


Before you come up with another excuse to avoid doing something you’ve always wanted to but haven’t had the guts to try yet, ask yourself this. What’s preventing you from moving out of your comfort zone and into your personal drop zone? Identify the answer and tackle it, I guarantee you will surprise yourself along the way.

Not only will Christian jump off a building on Tuesday, he’ll do it dressed as a crime-fightin’, victim-savin’, ridiculous costume-sportin’ superhero! But the exact identity of that superhero is yet to be determined. Who do you think he should dress up as on Tuesday? Share your ideas below and don’t forget to check out his fundraising page.


Multiple Sclerosis and Golf: Who Knew They Mixed?

Wednesday, September 7th, 2011  |  by Audrey Plaskacz  |   No Comments

Maria Lunden is Paralegal for PEER 1 Hosting. An active supporter, educator and fundraiser in the MS community, her dream is to one day open the doors to a lifestyle training center for people living with MS.

If I asked you to recall the moment when you first learned the value of acceptance, how would you answer?

“It happened when my boyish voice cracked for the first time.”
“It was when I was handed my first detention.”
“It must have been when I lost my first relationship tiff.”

It’s a tough question. And to be honest, I don’t know that I can pinpoint the exact moment the lesson sunk in for me. Who knows, maybe I haven’t even gotten there yet.

For my colleague Maria Lunden though, this lesson came at her loud and clear on June 27, 1991. There she was in the office of her husband Derek’s doctor, hearing the words ‘Primary Progressive Multiple Sclerosis’ followed by “there is nothing more I can do for you.”

“In that moment, we realized the importance of acceptance,” she once explained to me. “Acceptance of the situation, acceptance of others and of ourselves. It’s still a lifelong journey, but I know now that you can only change yourself.”

Together, she and Derek accepted the hand they were dealt and embarked on what they now call their ‘Journey of Discovery’ with Multiple Sclerosis. It hasn’t been easy, considering Derek has faced a number of physical challenges over the past 20 years that have led him to use a wheelchair and catheters. But this incredible duo hasn’t let their circumstances bring them down. Instead, they focus their energies on staying healthy and getting involved in the MS community.

The Lundens do it all – ski, fundraise, educate and launch charities. And to top it all off, they’ve set out to achieve their loftiest goal yet this September in recognition of Derek’s twenty years of living well with MS: raise $20,000 for the MS Society of Canada and participate in the 100 Hole Golf Challenge.

No, that’s not a typo. In just a few short weeks, Derek will complete 100 holes of golf in a specially adapted golf cart. Makes your usual 18 holes seem like peanuts doesn’t it? Well if I’ve learned anything from the Lundens, it’s that we shouldn’t look at things this way. With a little determination and the right attitude, 18 holes can quickly become 100. A scary diagnosis can instead be viewed as a world of opportunity. Don’t focus on your limitations – shift your gaze to possibilities and you are guaranteed to, as they put it, “live well.”

To learn more about Derek’s quest to raise $20,000 for the 100 Hole Golf Challenge, visit his fundraising page. See what other incredible stories our PEERS have to tell by following us on twitter @peer1careers.


Leadership Means Caring About Developing Your People

Wednesday, August 24th, 2011  |  by Brian Daffern  |   No Comments

General Electric didn’t just “bring good things to life”; it brought good leaders to light. When former employees of the company got together for a reunion recently, they found that many of their old colleagues were now heads of large and small businesses across North America and the globe. They toasted GE and their great upbringing there.

A product of GE, even after he left his training ground, Larry Bossidy had a passion for talent. When he was CEO of Allied Signal and Honeywell, he ended each business review with a look at key talent. Standing across from Bossidy and his top team, the president of a subsidiary might summarize the numbers and do a quick analysis. But that was not enough. Methodically, Bossidy would ask questions about how good the talent was. Bam, bam, bam—he would go down the list of the business’s top players. The underlying question to the person in charge was “How good are you at being critical and objective about your own people?” The meeting continued with probing questions, specific to the business yet broad enough to act as a barometer for how the leaders were developing.

On the basis of the answers, Bossidy would make long-term decisions about the top business leaders as well as his key talent and where they might move for development.

Success at all levels was measured by more than business trends and analysis: it depended on people and their development. A passion for talent became part of the corporate DNA at Allied Signal/Honeywell, just the way it had at GE. Nurturing talent can become part of your corporate culture as well:

  • Regularly include a discussion about people when business discussions occur. Whenever you have a formal or informal meeting about organizational goals, try to include an ancillary discussion about the people who are implementing the objectives. How are they doing? How could they do better? What could get in their way? How should they deal with these things? What experiences would help them develop their skills and knowledge?
  • Ask probing questions of the leaders who report to you. To determine how they are handling business issues, ask about what they’ve done with problems and standards. How is so-and-so dealing with quality control in outsourcing? Did the consultant he brought in fix the problems? To find out if they understand changing market conditions, ask what they know about the competition. To find out if they are being developed properly, ask what could make them fail. And don’t forget to ask how they are developing the people who report to them!

Keeping your eyes on people as well as numbers is the best way to ensure the success of your organization. Very few organizations can run without people. Make sure that you find and develop the right ones to lead both now and in the future.

Nurturing talent is part of our corporate culture.


A Day in the Life of a Network Engineer, Part 2

Monday, August 8th, 2011  |  by Serra Boten  |   No Comments

It’s 9:38 and you have barely read a third of the 56 new e-mails. That’s not counting ticket updates that need attention or all of the group e-mails – counting those brings the total to over 200 unread messages in your inbox. Good thing many of those are group emails, although everyone in the group has been sitting with you in this meeting for the better part of the last hour.

Before heading to your meeting, you let the NOC (Network Operations Center) know to call the conference room instead of the regular group extension for the next hour. Any time you’re away from your desk for an extended period of time, it’s good practice to ensure the NOC knows how to reach you. Of course, lunches are ok since the group staggers them to ensure someone is always in the Engineering department during business hours. Well, usually that means that when you see someone eating at their desk you answer the calls for a while.

“So, does that work for you?” The question was directed at you. You stumble for a second to remember what the initial question was. That’s right, the NOC discovered a link running with errors on it. No customer impact as of yet, but you need to act quickly on those before they crop up into dozens of clients calling in at once. Most likely it will amount to some prep work, a network optic swap, some testing, then packing up. Worst case it’s not the optic and the troubleshooting and testing change from 30 minutes to 2 hours. Pretty standard stuff.

Ben solving more problems while he's taking a break

“Yup. Tomorrow night at eleven o’clock PM pacific time works for me. I’ll take care of the emergency change control when I get back to my desk”. You are glad it is tomorrow night. Tonight you have a hockey game and you’ve already missed a few this season while out of town for work. That’s the same reason you’re glad it’s not the night after next. You don’t want to miss another Thursday night date night with your significant other. It’s tough enough making the date nights work when you’re on call. Having to rush home to allow ample prep time for a late night maintenance just isn’t going to cut it. Yes, Wednesday night would do just fine.

“You’re sure you don’t want to pass this one off? This morning was a long one for you.” Your manager always offers to take these emergency changes, even if he’s already got a maintenance that same night. It’s good to work with someone who has your back.

“Nah. You guys all have a maintenance this week. And you have two.” You gesture with a nod of your head right back to your manager to acknowledge that you’re well aware of what his work load is like.

“Good. Because we wouldn’t have helped you anyways” one of the other Engineers says with a smirk. You grunt to acknowledge the light-hearted humour. Sometimes it’s tough love on this team, but not without a healthy level of respect among the group. Being a small team that juggles large scale projects, tight dead lines, and daily fire fighting, respect is of the utmost importance to ensure all resources are working perfectly in unison.

“Anyways,” your manager interjects. “Let me know if you change your mind.” Just another reminder that that door is always open.

By the end of the meeting you have a note to create an emergency change control to correct some link errors as well as another late night maintenance that you have to do next week to increase some link capacity in one of the other datacenters. Again, technically someone else could take care of this one, like the on call engineer, but he’ll be busy enough with the day to day work of being on call. But the main reason is that each of the Network Engineers on the team have their own projects and specialties. Each knows the ins and outs of certain datacenters more than any of the other members of the team. This works needs to be done on your turf, so you’re the one that takes care of it.

One thing people don’t realize is what each datacenter network means to you. Each one is a unique thing of beauty that you have either built or inherited. Even the inherited networks are eventually looked upon as your adopted creations. Over the years you have shaped, sculpted, and moulded these networks with your hands and knowledge, and each reflects the intense pride you take in your work. You won’t let these pieces of art fall to ruin – not because you are paid to take care of them, but because you could never mentally, emotionally, or physically bring yourself to neglect that which you have created.

So yes, you’ll do the maintenance next week.

It’s 5:30pm. You begin to pack up and make a mental list of what you’ve accomplished during the day. Doing this helps you make your to do list of the following day. You:

1) Took some traffic off a transit link that was running above your commit rates. You did a quick calculation and if that traffic had run for more than 36 hours of the month then the 95th percentile bill would have kicked up about $5,000. Not a nice number when technically that traffic had already been running somewhere else, so we’d already committed to pay for it on that link. Essentially double billing you for the traffic. Good thing the NOC had caught it and called down to alert you.

2) The usual calls from the NOC to help out with client requests. You cleared the ARP for a colocation client who had swapped out a switch and didn’t realize that they needed to let us know about it. Another colocation client needed a static route changed at a specific time during the day.

3) You had a quick call with a client and their client relations manager to help them on configuration tips of their network gear. The client was very nice and appreciative, a good combination.

4) You wrote and replied to countless e-mails. Some were about new network gear that is being tested and you needed clarification on some specifications from the Vendor’s rep. You can’t make any assumptions on gear you haven’t used before. If something goes wrong with that gear in production guess who’s on the hook, you. Another e-mail was to answer a question from one of the members of the sales department. A customer was wanting to try something a little funky and weren’t sure if Peer1 was the right fit. So some questions needed to be answered. Another e-mail was an update to a large e-mail trail updating the group about your progress on a release for a new product. Without the network piece in place the product is non-existent as well as being off the deadline. So you need to make sure you get everything in place for that. Having network hold up the release of a product does not look good.

5) You updated a few tickets to let the NOC and the rest of the department know what the progress is. The few tickets that are on your plate are lower priority ones, so you can take a little while to get all the pieces in place. Which means it’s ok if you work on them a bit here and a bit there.

6) You created a couple change controls for a couple important late night maintenances that needed to be done. During the change control creation you double then triple check your logic behind the procedures you’ve outlined so that you can be confident in what you predict the impact will be. That’s a big part of working on service impacting maintenances. If you tell the client base that all they will see is momentary slowness, then you’d better be sure that that’s the worst that they see. Anything more than that is very bad.

7) You had a talk with the team about some upcoming upgrades. A discussion needed to be had on what different scenarios we could come up with to complete the upgrades. Future talks will be needed to work out what each scenario will cost, and which is the best idea, taking costs and benefits into account.

It’s 5:45pm get a call from the NOC – they have a misguided client requesting things that the Internet isn’t capable of. It’s not a big deal though. The internet is a complicated beast, and not one that is easily tamed. You put on your teaching cap and do your best to break things down into bite size pieces that are easy for the client to digest. In the end the initial request was actually spawned from something else entirely. Once you dissect and explain all the options you drop off and let the NOC handle the rest.
They’ll go on to explain common tools to use and the best way to approach troubleshooting a network issue, which, they remind the client, can always be brought to the attention of the NOC. You know if they encounter any issues, or even if they just have a question, they’ll call you up later. That’s what you’re there for – to ensure the NOC has access to as much knowledge as possible. This sometimes means you get a call while you’re out for dinner to explain the nuances between iBGP and eBGP. But you know knowledge is power. The more you pass on to your front line soldiers, the more time you can spend strategizing your army’s next move as opposed to fighting small skirmishes.