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...
Read MoreTag: TAC
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...
Read MoreTAC 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,...
Read MoreTAC 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...
Read MoreA 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...
Read MoreThe 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...
Read MoreTac 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...
Read MoreGoodbye 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...
Read MoreTAC Tales #4: Airline Outage
I don’t advertise this blog so I’m always amazed that people even find it. I figured the least-read articles on this blog were my “TAC Tales,” but someone recently commented that they wanted to see...
Read MoreTAC Tales #2: How to troubleshoot
The case came in P1, and I knew it would be a bad one. One thing you learn as a TAC engineer is that P1 cases are often the easiest. A router is down, send an RMA. But I knew this P1 would be tough because it had been requeued...
Read MoreTac Tales #1: Case routing
Before I worked at TAC, I was pretty careless about how I filled in a TAC case online. For example, when I had to select the technology I was dealing with in the drop-down menu, if I didn’t see exactly what I had then I would go...
Read More
Recent Comments