Everyone who’s worked in TAC can tell you their nightmare case–the type of case that, when they see it in the queue, makes them want to run away, take an unexpected lunch break, and hope some other engineer grabs it. The nightmare case is the case you know you’ll get stuck on for hours, on […]
Tag: TAC
TAC Tales #13: All Zeros
A common approach for TAC engineers and customers working on a tough case is to just “throw hardware at it.” Sometimes this can be laziness: why troubleshoot a complex problem when you can send an RMA, swap out a line card, and hope it works? Other times it’s a legitimate step in a complex process […]
TAC Tales #10: Out to Lunch
When you work at TAC, you are required to be “on-shift” for 4 hours each day. This doesn’t mean that you work four hours a day, just that you are actively taking cases only four hours per day. The other four (or more) hours you work on your existing backlog, calling customers, chasing down engineering for […]
TAC Tales #9: Left Hanging
When I was still a new engineer, a fellow customer support engineer (CSE) asked a favor of me. I’ll call him Andy. “I’m going on PTO, could you cover a case for me? I’ve filed a bug and while I’m gone there will be a conference call. Just jump on it and tell them that the […]
TAC Tales #8: The problem with data
My job as a customer support engineer (CSE) at TAC was the most quantified I’ve ever had. Every aspect of our job performance was tracked and measured. We live in the era of big data, and while numbers can be helpful, they can also mislead. In TAC, there were many examples of that. Take, for example, […]
TAC Tales #6: The best organization tool ever
I’ve come back to Cisco recently, and I think I can say that I haven’t worked this hard since the last time I was at Cisco. I remember my first manager at TAC telling me in an interview that “Cisco loves workaholics.” In an attempt to get more organized, I’ve been taking a second crack […]
A CCIE Goes Home to Cisco
In this article in my “Ten Years a CCIE” series, I describe my experience going to work at Cisco as a CCIE. Unlike many Cisco-employed CCIE’s, I earned my certification outside of Cisco. A CCIE leads to a job at Cisco I returned to my old job at the Chronicle and had my business cards […]
The CCIE Mystique
In my first article in the “Ten Years a CCIE” series, I discuss the mystique of the CCIE certification which made me want to attempt the test. Learning about the CCIE My first vague awareness of the CCIE certification came in 1999 while I was a Master’s student in Telecommunications Management at Golden Gate University […]
Tac Tales #5: MWAM
New Year’s resolutions are made to be broken, and I haven’t been keeping up with my resolution to do more blog posts. Now that I am back at Cisco, I am focusing on programmability and automation, and I do have a lot to say. However, in honor of my return to Cisco, I thought I would […]
Goodbye Juniper, Hello Cisco
I feel a bit of guilt for letting this blog languish for a while. I can see from the response to my articles explaining confusing Juniper features that my work had some benefit outside my own edification, and so I hate to leave articles unfinished which might have been helpful. In addition, WordPress is not […]