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Video was brought to you by lane. Welcome back guys voic here and another are are slash tales from tech. Support it can often do some pretty amazing things.
But director apparently believes it can be in multiple places at once and they’ll suspend them unless they break the laws of physics don’t forget to like subscribe and hit that bell never miss an episode this story was called dialing phones for users is now i t’s responsibility the back story. I am one of only two it personnel at a dozen plus building facility with over one thousand endpoints naturally. They smash every it position into one role we issue multi factor authentication devices to management and some senior staff.
So they can do their work off site. Once the handoff of the device is complete our responsibility ends and the user has a packet with all the data to get them up and going. A separate remote team for mfa exists exclusively for support of these devices.
This has been protocol for years i clock in and find a nasty email from director one sitting in my inbox this morning about how unacceptable and unbelievable that one of their staff could not login from their home. This weekend due to uses mfa device not functioning. Correctly for months first.
We’ve heard of the issue director has been in their position. 10 plus years. My response cc to all directors all support for these devices is handled by the mfa team as stated when the devices are issued.
We have neither the tools nor ability to help in this matter in the future. Please have the user contact mfa team at number as explicitly stated in the documentation. Thirty minutes later i am called in to d.
One’s office d. One and two other directors day two and three start arguing with me. Why i didn’t solve the issue.
All support for these devices is handled by the external mfa team user can call the number provided for support.
As i said. We do not have the tools to do this d2 voice raising. What would you help you you aren’t you ig caught you solve simple problems all support for these devices is handled by the when you just do your job.
That’s exactly my point. He isn’t helping user with this i’m going to issue a corrective action plan and i will report this incident to hr me staring. What is it exactly you need me to do picture.
These three directors cursing and pointing at me for nearly ten minutes. I’m talking walls of vibrating with their screams. Other directors in the hole closed their doors as i’m getting verbally clobbered.
I stare through the wall. My anxiety is through the roof insult after insult about work performance. How this is typical of how shoddy.
We are as it professionals finally using question comes to the door do you’re done chub and get user setup. I’m visibly shaking at this point stunned breathing heavily i managed to walk over 2d ones desk phone on speakerphone and i proceeded to dial the off site mfa teams number. My voice comes on the line mfa guy can i help you i motioned to user to introduce themselves and speak their issue about 90 seconds.
Later user can log in tested works perfectly everyone is silent and staring at me i shake my head disgustedly and leave d one two and three have avoided eye contact with me all day. Continuing with part two of the story. I’m providing more backstory of a normal work week.
So that you understand what is going on we’re in the middle of an ongoing technology refresh among over a dozen buildings over 50 plus. Acres. Actually.
I really found out it’s closer to 1900.
Endpoints. Again. There’s only two of us.
And when someone has a helpdesk request since we’re either doing provisioning network administration or something else most of the time they call for site security to sweep the halls of the building and security physically escorts us to the user having the issue so 10 to 20 times a day i’ll try to do a deployment or work in a distribution frame. And i’ll hear radio chatter behind me. And uh got him and sometimes be led by the arm.
Two buildings a 10 minute walk away such reasons for being escorted this week. Have been one user forgot where the enter key was to user forgot password written in front of them on a post. It note.
I pointed it out there banged. My finger. 3.
A pencil sharpener wasn’t working it needed to be plugged in for user. Didn’t understand how to plug in a usb drive and 5 user having issues with air conditioning unit after the 12 minute escort. I informed user.
I was i t not facilities in addition to this we get scheduled to meetings both as standby and participant sometimes double booked has mentioned in previous posts standby is where we are summoned and requested to stay whenever. There is technology involved video conferences webex’s skype calls because the managers need it to be in the room with them in case. Something happens as such the past two days.
About eight hours each day has been dedicated to being present in those meetings this happens sometimes it was an administrative leemy ting heavy week. If we tried to duck from these meetings queue. The security sweep in escort.
Learn that one the hard way director of our department.
T1 from previous story has been asking for updates regarding the deployment of new units and establish report on how many old units remain across over a dozen plus building complex our network itself is locked down by our governing body. I previously informed t1. We have no access to sweep the network across this sprawling site.
With my bit of info. Sec background. I try things like nmap scans and nce scripts.
So here we go into. Today’s story. D1.
Calls me into their office. And asks me to shut the door. How many units were deployed the past two days.
We were scheduled as standby for meeting 1 2. 3. Both days and where is the status report.
I asked for on the outstanding endpoints. We have not been able to physically go around to all of the sites. We are scheduled for these meetings and escorted for various helpdesk requests ic seed you on all of the tickets generated i get the feeling you are deliberately disobeying my requests as i mentioned we are requested to be in multiple places at once what you are asking for is physically impossible right now d1.
Now yelling i explicitly asked you to complete this report. How can i walk around the site inventory in units while scheduled to standby french firms and deploying units and being escort around to non it issues d1 stares at me with the intensity that i insulted death family me pleading can someone else please just be trusted to set up conferences and webex’s. But you rit could we get area managers to report back how many old units are in their locations.
I’m just trying to offer solutions so that we can execute on schedule.
D1 seething leave. My office now a few minutes later i get a call from hr requesting. I made with them on my way to hr.
I hear another ganim and was again escorted by security to a user three buildings away the issue. A monitor was turned off a simple power button. Press fixed.
It finally in hey chou’s office. I’m presented with a written warning for multiple accounts of insubordination. Along with a day of reflection.
One day suspension without pay. I refused to sign off. I was told to cd one after reading my warning so i returned to d ones office.
I think you misunderstand why we had to do this i don’t like having to take disciplinary action. Actually i don’t understand at all well. Now you have an extra day to think about it.
And i expect a report first thing on your return. That’s not possible i have to be here physically to inventory. The site he went dismissed.
I stood up and thanked e1 for their time and walked out place mikey’s id card and fob on the desk took all personal items. With me. Then left to the site.
I still had an hour left in the day.
Didn’t even clock out update. Oh man this could not have been better timed side wide network outage prompts d1. To call me the morning after we’re experiencing a site wide outage i need you to come in and find the problem.
I’m currently suspended without pay per your orders. I understand but you either come in or you’re fired okay so are you coming in i took a long pause to think about how i worded this no i don’t think i will if you go into my office. You will notice all of my company issued things are already on my desk director.
One doesn’t say anything it’s been a pleasure working with you d1. I wish you the best in the future. I blocked every director blocked every site phone number.
I knew that’s it i guess sometimes businesses fail. Just simply because of market demand competition comes in and out innovates them whole people just don’t want what they’re selling anymore. Other times businesses fail.
Because of reasons like this. The director has no idea what’s going on and things he does his solution is basically to bully it into doing whatever he wants them to do whether it’s possible or not it’s physically impossible for the it guy to be everywhere at once and yet that’s what they expect out of them a good director would take the time to listen to it to see what it is they need to best do their job properly this story was called i didn’t change the password you did recap for those of you who don’t know i’m a technical adviser for cctv products. Which includes a lot of it most of our customers have adequate it knowledge to being able to do their job.
General. It knowledge such as understanding subnet masks use of pcs etc. Etc.
But the small percentage. Does not the back story customer calls. Me.
And tells me one of the cameras is broken.
I tell him to send the device to me before shipping. It over to rma. So i can have a closer look.
I check the device i find out the firmware got corrupted probably caused by a bad file. I flashed the device works again nice and dandy i reset the device and send it back over to him two weeks later. I get a call.
Hello. Me. Speaking.
Yeah. Telling me. How do i access.
The web. Page of this device. Oh you just look onto the default ip address of the camera.
It’s x. I did it’s not working did you send me a broken camera strange no let me check through teamviewer please. I teamviewer his pc.
And see that he’s connected to the webpage. Okay well the webpage is working right no. It’s not what’s the problem well.
I can’t login to the device.
If you change the password right me when did i do that when the camera. We sent to you i definitely reset the device standard practice for us. No no it was liked it when i already got it.
Sir i guarantee you i did not change your password. The device should prompt an installation process that tells you to put in a password yourself. No you change the password did you get a prompt to do so i don’t remember.
But you definitely changed the password. The device went to you look once again i guarantee you that i did not well. I did two tests.
I see so type in the password you changed it to no i changed it to test certain things. But afterwards i reset the entire device. No not possible clearly you already put in a password.
Okay put. In a password. You usually use for your devices.
Yeah. Oh yeah. Won’t work trust.
Me. Just. Give it a go fine.
I’ll try a password we’re logged into the camera.
I was that everything sir yes. Sorry i must have initialized it without really understanding what i was doing all right have a nice day sir needless to say i was more than annoyed. I would have thought most people would be familiar with the idea of resetting things back to factory default settings.
I’m trying to work out what exactly happened here he must have been prompted to put in a password and then didn’t use it for a while forgot that he put in his old password and didn’t even try it it just was like where what’s the password. I don’t know so rather than taking the 10 seconds to try his password he decided to waste everybody’s time. But you know what if he had a password manager.
Everybody’s time could have been saved a password manager like lane lane makes the internet way faster and more fun how often are you ready to buy something but you don’t have your credit card handy lane means you never have to have your credit card on you how often do you forget or reset your password you’ll never forget or reset. A password again with lane for anything that requires filling out forms online from checkouts to taxes from buying airline tickets to applying for a job lane has you covered with one click autofill. It also works across all devices and browsers so wherever you go your passwords go with you try lane for free on your first device by heading to lang comm slash voice’i.
Hear. This story was called i make the company money you don’t the back story. A couple years back.
I worked at a small community based health care organization. It was small enough that the entire. It department was three people and a person who took care of the electronic health record system wasn’t really it just managed the software itself it was near christmas time so everyone was on vacation.
Except myself and the software person to support the electronic records. We had a particularly explosive doctor around that was known for yelling at staff etc. So of course.
We were told to treat this person with kid gloves in the caster’s me and md mad doc. Thanks for calling helpdesk bla bla bla how can i help you this morning. I’ve got patients this morning and i can’t logon to the health records raagh me in now what do you mean you can’t log in did you change your password recently does it not load.
Meanwhile doing some basic troubleshooting making sure servers up etc.
I should log me in i have patients and i cannot wait sorry. But i cannot do that i don’t know your past what do you not understand log me in sorry. But again i don’t know your password.
I’m going to transfer you to the software support person hopefully they can help i already knew that they weren’t there as they usually came in an hour after so i knew to expect another call. Few minutes later like not even 2 or 3 minutes. Hey.
Md. Did they not answer. No.
I said. I need to login now to see my patients again. I’m sorry i cannot help i don’t know your password.
I don’t know why you would tech support 92 login now i make this company money and you spend it log me in at this point. Md. Was once again forwarded back to the software support person still knowing they hadn’t come in yet what transpired over the next half hour or so was repeated calls to the help desk that was sent to the holding queue and forwarded to the software person when they came in and finally got the doc squared away came over to me to ask why they had multiple angry voicemails.
The solution to it all the doc. Forgot the password for the record system. He had changed the day before and the software person changed it and logged him back in for those who may ask no we nit didn’t have access to the software.
Just the servers. It ran on if he’s the one who’s making the company all the money wiped with something so important just on that one person and his ability to remember the password i mean technically yes. It seems like southwest and also had access and was able to change the password for him.
But they don’t sound like a reliable person if they’re always getting in late and if you want help from somebody. Perhaps. The best thing to do is not just yell at them the whole time post your stories.
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