My Philosophy

My primary skill is the ability to solve a problem without having to "throw out the baby with the bathwater". My favorite bit of wisdom comes from my father, who taught me much about troubleshooting problems. He maintains that one should not "make a hard job out of an easy one." What he was referring to was the tendency of people to assume the worst-case scenario when encountering a problem, and to select the most drastic solution at hand.

I am not of the "nuke and reinstall Windows" school of thought. It may be a simple up-front solution, but tends to be overkill. Personally, I abhor this approach. I've rarely had to resort to this method. Even then, I advise the customer of all viable options before resorting to such drastic action. Yes, "nuking" will remove a problem. But this doesn't take into account a customer's email, photos, documents, and other files.

My tenure with Dell Technical Support further honed my troubleshooting skills. I place great emphasis on using a logical process to find the root cause of a computer problem as quickly and accurately as possible. Another valuable skill I learned at Dell is how to research a problem. It is a given that somebody else out there has encountered this problem, and found a solution. It would be disingenuous of me to state that I know everything. It would be more accurate for me to say that I know where to find answers.