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Charlotte Roberts

Charlotte Roberts

As one of iland’s ITIL certified compliance officers, Charlotte coordinates activities in process development, IT service management, and problem management across multiple iland departments. Prior to this role, she was a member of the iland Support team, as a support technician. With more than 5 years of technical support experience, she brings a unique, technical and customer-centric perspective to compliance management.

Author's Posts

What’s the wait time on that ETA?

Charlotte Roberts

When I began my career in Technology, one of my three jobs was as a Student Consultant at my college ITS Helpdesk. My off campus gig was as a Hostess, Server Assistant and Bar Back at a local restaurant.  I noticed back then the similarities between my IT gig and the service industry. And today, these same parallels are still everywhere: the customer is always right, we always try to exceed expectations, and timing is always extremely difficult to guess accurately. That latter parallel is one of the more sensitive subjects in cloud service provider interactions with customers.

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Documentation: The Difference between Science and Screwing Around

Charlotte Roberts

Many MythBusters fans know Adam Savage’s famous quote, while showing his notes to prove their hypotheses, “Remember kids, the only difference between screwing around and science is writing it down,” but few in IT take this to heart in everyday activities.

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The Hitchhiker’s Guide To Cloud RCA

Charlotte Roberts

Douglas Adams’ Hitchhiker’s Guide to the Galaxy is held near and dear to many of us at iland, not just because of its unique expression of solicitous humanity in a galaxy full of mercilessly bureaucratic alien Vogons, but also because it highlights the different perspectives of individuals asking questions and those responsible for giving answers.

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Topics: iland Enterprise Cloud Services

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