jeff dray

ZDNet Resources

• sort by:
• Relevance
• Date
• Popularity

10 things they didn't tell you about mobile working

Jeff Dray reflects on the role of mobile networking in his work as a roving IT support pro and shares some of the mobility "rules" he's discovered over the years.This download is also available as an entry in our User Support blog.

Tags: Mobile, Jeff Dray, Advertising & Promotion, Marketing

Download resources 2009-10-07

Jeff Dray's top 10 help desk calls

Having spent a number of years fielding help desk calls, Jeff Dray has accumulated quite a collection of clueless user stories. Here are 10 of his favorites.This download is also available as an entry in our User Support blog.

Tags: Jeff Dray, Help Desk, Call Centers, It Operations

Download resources 2009-07-14

The 10 most dangerous species of IT manager

Having braved the tech wilderness for many years, Jeff Dray has been able to document the 10 most insidious types of IT managers. Find out if you or your manager fits into one of the species he describes.This download is also available as an entry in our 10 Things blog.

Tags: IT Manager, Species, Jeff Dray, Blogging, Internet

Download resources 2009-06-18

10 terms from the alternative Geek-Speak glossary

Not content with the standard definitions, Jeff Dray decided to stretch the meanings of several tech terms. You may have a few of your own to add to the list.This download is also available as an entry in our User Support blog.

Tags: Jeff Dray, Blogging, Internet

Download resources 2009-06-03

10 things that should be on your new-user checklist

Getting new users off on the right foot is good for them and for the organization -- and it will certainly make your support tasks more manageable and less frustrating in the future. Jeff Dray offers 10 checklist items that will help you cover all the bases.This download is also...

Tags: Checklist, Jeff Dray, Blogging, Internet

Download resources 2009-05-07

10 things to check before you start working on the help desk

If you're getting ready to jump into the help desk fray, you'll probably want to iron out a few things first. Veteran tech Jeff Dray learned this the hard way, and he shares some advice on what you should do before you take that first call.This download is also available...

Tags: Jeff Dray, Help Desk, Call Centers, It Operations

Download resources 2008-11-11

10 ways for support techs to stay healthy and safe on the job

As winter gives way to spring, many people are struggling into work with colds and influenza, which they may pass along to co-workers -- and to you. In fact, as a deskside tech person, you could easily become infected yourself and then pass the bug on to the next user...

Tags: Job, Jeff Dray, Blogging, Recruitment & Selection, Strategy, Internet, Human Resources, Workforce Management, Management

Download resources 2008-04-02

10 ways to improve your deskside manner

When you go out of the office and meet a customer to resolve a fault or issue, using soft skills can help get the customer on your side. It's a given that you will have the technical skills, or you'll know where to find them. But the way you deal...

Tags: Customer, Jeff Dray, Training And Certification, Blogging, Internet

Download resources 2008-03-17

10 things you can do with unwanted computer equipment

If it can be used, use it. If it can't, get rid of it. That's what veteran tech Jeff Dray advises when it comes to your stockpile of obsolete equipment. Here are his suggestions for dealing with the accumulating junk in the most beneficial ways.This download is also available as...

Tags: Equipment, Computer, Jeff Dray, Productivity, Blogging, Internet

Download resources 2008-02-21

10 ways to convince your staff to use the help desk

Convincing users to turn to the help desk for support can be an uphill battle. But if you strive to build rapport and improve your methods of client interaction, users will begin to feel comfortable with help desk operations. Here are 10 practices your help desk can use to improve...

Tags: Jeff Dray, Help Desk, Call Centers, It Operations

Download resources 2008-02-21

The 10 most dangerous species of IT team leader

After yet more research into the various species that inhabit the world of IT, Jeff Dray returns with a new set of taxonomic classifications. This time, he turns his attention to the team leader. Since competent and sociable team leaders don't make for great storytelling, he's selected some of the...

Tags: Team, Information Technology, Leader, Species, Jeff Dray, Team Leader, Team Management, Leadership, Management

Download resources 2008-02-12

5 reasons customers get grumpy (and one way to deal with them)

We've all faced our share of unpleasant, quarrelsome customers. They're a fact of help desk life. But as seasoned tech Jeff Dray observes, it helps to know why those customers are grumpy, so that we can handle them as professionally as possible. This download is also available as a...

Tags: Customer, Jeff Dray, Help Desk, Call Centers, It Operations

Download resources 2007-06-20

10+ things users say (and what they really mean)

Just like techs, users sometimes speak a language all their own. You've probably heard users say many of these things on numerous occasions. Well, now it's time to learn what they really mean when they say, for instance, "Of course everything is plugged in! Do you think I'm stupid?" and...

Tags: Jeff Dray, Microsoft Windows, Operating Systems, Software

Download resources 2007-05-23

Top support tech resources: Best of Jeff Dray

Jeff Dray has been in the help desk and tech support field for more than 15 years and has shared his experiences and expertise in numerous TechRepublic articles. Here's a sampling of some of his practical, often-droll advice on a variety of tech concerns. Topics include: 10 things to...

Tags: Network, Tech, Jeff Dray, Help Desk, Call Centers, Networking, It Operations

Download resources 2007-05-03

10+ things support techs say (and what they really mean)

Before joining the help desk elite, unseasoned techs must master the hidden meaning of phrases used during a support call. To assist in this effort, Jeff Dray decoded common help desk expressions, such as "It would probably be best to re-install the software" and "We have passed the problem on...

Tags: Jeff Dray, Help Desk, Call Centers, It Operations

Download resources 2007-04-18

Build a knowledge base that streamlines your support operations

It's senseless to invest a lot of time working out the solution to a problem without recording your findings for others to use when similar problems occur. Even a homemade knowledge base will make life easier for the support team. When IT pro Jeff Dray first joined a help...

Tags: Knowledge, Knowledge Base, Jeff Dray, Strategy, Management

Download resources 2006-12-21

10 ways to seriously annoy your customers

Alienating customers is obviously not the way to build a healthy tech career--but understanding what might set them off will help you develop better relationships. IT pro Jeff Dray takes a light-hearted look at behaviors that will put you on the fast track to the unemployment line--things like missing appointments,...

Tags: Look, Jeff Dray, Professional Development, Product Marketing, Customer Relationship Management (CRM), Career, Marketing, Enterprise Software, Software

Download resources 2006-11-14

10+ things you should know about providing great customer service

Building a strong tech/customer relationship requires some diligence on your part, but the results are worth it. Veteran field tech Jeff Dray offers a list of the practices that have helped him develop an effective and rewarding customer rapport. Among his suggestions: Always communicate with the customer, even if...

Tags: Customer Service, Jeff Dray, Product Marketing, Customer Relationship Management (CRM), Marketing, Enterprise Software, Software

Download resources 2006-11-01

10 things to remember when replacing a PC

Getting a new system usually means better performance and reliability, up-to-date functionality, and a few interesting bells and whistles to play with. But it can be a major pain if you forget to transfer what you need from your old system. After approaching the process the hard way, IT pro...

Tags: PC, Jeff Dray, Performance Management, Desktops, Strategy, Human Resources, Workforce Management, Hardware, Management

Download resources 2006-06-13

The 7 most dangerous species of net admins

Jeff Dray is back from his latest journey into the IT jungles and he's returned with yet another classification list. This time he's identified the seven most dangerous types of network administrators. Do you recognize yourself in any of these profiles? If you're lucky, most of your...

Tags: Administrator, Network, Information Technology, Network Administrator, Jeff Dray, Networking, Network Administration

Download resources 2005-10-28