I'm Home!

Greetings from Orlando!

I know I have been pretty slack in keeping up with this blog lately but I have been both busy and not wanting to get on the computer. After being married to it for a month, it was good to have a break.

The trip home was mostly uneventful, thank goodness. I thought I was going to have a problem in Charlotte when they double-booked my seat to Orlando, but we quickly got it figured out and I changed seats. That was frustrating to be so close to home and almost not make it.

Of course the first thing we did on the way home was stop at Wendy's for a single with cheese and fries! It was much more food than I could eat but I did my best. I am not sure if it was the change in food or if I caught something on the plane, but I was feeling sick on Thursday. I actually felt worse than I did after eating at the IBM cafeteria.

Friday I was feeling better and tried to get my house cleaned. I am not sure what Steve did while I was away, but it had nothing to do with sweeping the kitchen floor. Cleaning proved more difficult than I thought because I was interupted all day by phone calls. I think everyone knew I was back in town and had to check in. There were also more announcements in Technology about job changes and I was in on conference calls for that.

Saturday some folks came by as we celebrated my return. We had chicken wings and beer by the pool. Oh, it is good to be home! Cream puffs for dessert!

On Monday we did more mock calls and I think we are feeling a bit more encouraged, but we know there is still work to do. It was interesting to be on this side of the calls.

Mock Calls

On Monday the IBM call center started taking mock calls from the group #2 papers. We arrived at IBM earlier than usual so Naham and Sophie could get their IDs, and we could make sure things were set up correctly.

There was a bit of excitement in the air as our team members started streaming in an taking their places. We tested the phones to make sure there would be no issues. It was good to talk to DeeDee on the test phone.

When 9am EDT, 6:30pm Bangalore time rolled around the phones started ringing. Sophie and I walked among the agents offering suggestions and directing them to the proper resources. We were also on a bridge call with Orlando and I was instant messaging with several folks there as well. (Talk about communication overload!) The agents were a bit nervous as some of them had never worked for a call center before. The calls were coming in fast and furious and I think it was a bit overwhelming for them at times.

After an hour the calls dropped off and we had a pep talk with the team. "Watch how much you put them on hold" and "Ask probing questions" and "The call should be wrapped up quickly."

Before long it was Chicago's turn and the phones started ringing again. Before that, I was asked whether it would be ok if they used the Orlando Sentinel Knowledge Base to troubleshoot Chicago calls. I said that as long as it was only used to determine what questions to ask and not how to escalate calls, that shouldn't be a problem. He said that he liked the fact that the Orlando Knowledge Base was organized that way, which made it easier for them. Alex, let's make sure it is all like that.

We got good feedback from the folks in Orlando who called. I think once the agents get into a routine of answering calls, verifying the caller's info and working with the Knowledge Base, things will start going smoother.

It's Sunday

I woke up this morning to a beeping sound in my apartment. Being that I have lived here alone for 3 weeks, I figured that it sounded like the microwave. I padded across the dining room into the kithen. There stood Sophie fixing her soy milk. Good morning roomie!

We had reservations at Leela Palace for brunch at noon. After I explained the shower to Sophie, we both got washed and dressed (in different rooms) and went for a walk. I showed her the little grocery store where they had an ample supply of soy milk if she runs out. I also showed her the gym where we both weighed in. It was in kilo, which I didn't realize at first. I'm thinking "Man, have I lost some weight!" Even after doing the conversion, it seems that I have. Karen, you may lose the contest.

We met at Peggy's apartment before leaving for Leela because I promised to cut her bangs. We had a different driver today because we needed a bigger car for the 4 of us. I realized that since we would need the bigger car until I left, Ramesh would no longer be my driver. I was very sad to know that. He has been such a great part of this journey.

At brunch both Naham and Sophie were able to find things to eat that they enjoyed. I was so happy to see that because they both seem very particular in what kinds of foods like like. After brunch we did some shopping at the Galleria inside the Leela. (Steve, I bought you another present!) I have to say, Sophie is a skilled negotiator and she gave me the confidence to talk them down.

We headed back to the apartment where Sophie and I went down for a nap. Sophie was awakened by Deepak at the door wanting to come in with the cleaning lady to clean the apartment. She told him no, to come back tomorrow, but I don't think no is in Deepak vocabulary. I slept through the whole thing. I guess they cleaned around me.

After the nap it was time to head back to Leela Palace for drinks and dinner (at a different restaurant) with Rob Rosenthal from Newsday, Avinash, Chandan and Narendra from IBM. I had a pineapple martini (yummy) and fixed Sophie's Blackberry so she could receive calls. (I am ALWAYS on duty!)

Dinner was just as yummy. We had the biggest prawn I have ever seen as a starter. (Think lobster size.) There was plenty of lamb and chicken as well. Naham thought the starter was the whole meal but it was followed up with more lamb, chicken and lobster. There was also lentil soup, steamed rice and of course buttered naan! I don't know what dessert was, but it was good. This was my last big meal out in India, and boy did we do it right!

I leave soon and have to pack. I hope I can fit everything I bought in my suitcase.

They're Here!

We left IBM a bit early on Friday to pick up Naham from the airport. The class wanted to make sure I was coming back. I assured them I would be back on Monday. Then they wanted to know when I was coming back to India. That I couldn't tell them that.

We got to the airport and paid to enter the arrival area. What a racket the airport has going. They get you coming and going here. We passed by the long line for pre-paid taxi and took a seat in the arrival area. What a great spot to people watch. Rob Rosenthal from Newsday was on Naham's flight and we saw him first. We introduced ourselves and welcomed him to India. A short time later Naham appeared, looking a bit dazed, as we all did when we arrived. Ramesh took us back to the apartment where Naham moved in to Peggy's old apartment 2 doors down from me.

Saturday was strange because I have never spent a Saturday here and wasn't sure what to do with myself. I was able to sleep in until noon because Deepak put the paper under the door rather than ringing the doorbell to give it to me. That really felt good to sleep uninterrupted. We took Naham on a tour of the apartment complex and showed him the little grocery store. Later we gathered at Peggy's apartment and ordered pizza and fried chicken from Pizza Port. It wasn't KFC and Dominios, but it wasn't bad.

Sophie arrived on Saturday night just before midnight and I was happy to see her. She arrived safe and sound, and so did her soy milk! We got back to the apartment and I showed her around. Of course the first thing she wanted to do was have a cigarette. She asked about the balcony and I told her not to shut the door! We went our (my first time since "the incident") and talked about her trip and what we needed to do for Monday at IBM. When we attempted to get back into the apartment we both realized that we had shut the screen door, not the glass door, but guess what? We were locked out! I couldn't help but laugh. At least I had company this time. Again, both Blackberries were inside. The only "tools" we had were her lighter and cigarettes. The screen was metal and was very strong! We were finally able to get it by working the door back and forth! Not nearly as traumatic as last time! This called for a glass a wine! Welcome to India Sophie!

Last Minute Shopping

Before we left the apartment today I had a delivery. Flowers arrived from Kevin and Rosemary! It was a belated birthday present, but would brighten any day. They were gorgeous! Thank you Kevin and Rosemary! They may last a while so that means Sophie gets to enjoy them as much as I do. I took a picture because I won't be able to take them with me.

Leaving time is nigh and I am making sure I have everything I need to bring home with me. So that means more shopping! I was sad to see that my new ring had a chip in it. I so loved the ring but couldn't live with it that way. We went back to Asian Art and they were so very nice about the whole thing. He wanted to do whatever it took to make me happy. Unfortunately, he could not fix the stone, but he could offer me another ring. And boy did they offer me rings. I saw everything from diamonds to rubies to emeralds. I had my heart set on an opal and they only had one more in the store. It is now mine. The shape is a little different, but the stone is just as radiant! He told me that even if I was to come back a year later, they would have done whatever it took to resolve the issue. What great customer service!

From Asian Art we went to the Bombay Store which had even more hand craft items. I bought a few things for myself and others and we were on our way to an early dinner before work. Unfortunately, the restaurants we were thinking about were not yet open for dinner. We ended up at TGIFridays. Peggy apologized because I had said repeatedly in the past that I was not traveling halfway around the world to go to TGIFridays. When you're hungry though, it doesn't matter. Peggy had imported baby back ribs. I ordered an imported Budweiser, but they were out. It was worth a try.

We were late leaving for IBM because we had a hard time getting coffee and the bill at the restaurant. We are learning not to order coffee here. I am not sure what the problem is, but we always have a hard time getting them to give us coffee. What's up with that?

Since we were a little later getting in, it was getting dark and stores and temples were starting to light up. We saw this very festive light display of the god Ganesha. Throughout India and the Hindu culture, Ganesha is the first icon placed into any new home or abode. It is widely believed that wherever there is Ganesha, there is success and prosperity. By calling on him people believe that he will come to their aid and grant them success in their endeavours. Peggy feels a special kinship to this god. I think she even bought a small Ganesha at the Bombay Store.

Once at IBM, we settled in for another day of training. Pinaki trained on the new phones the agents will be using so they will be familiar with it when they start taking mock calls on Monday. Rishi is pushing hard for the class to know where to dispatch each type of case. They are reviewing all the call types and corresponding support groups.

Peggy and I will be leaving from IBM tonight to go to the airport to pick up Naham. His apartment is ready and we are ready to welcome him. He will be taking Peggy's old apartment and she has moved into new digs on the 4th floor. She is so excited about her new apartment. Naham and Sophie will both be on the 9th floor, 2 doors down from each other. We pick up Sophie tomorrow. I can hardly wait!

In the Groove

I am just starting to establish a routine here and I know soon it will be over. I have tried to sleep in each morning, knowing I will be up until at least 4:30 am. This is a bit difficutl when Deepak insists on delivering the paper each morning around 9 am. He and the cleaning woman come back later to clean the apartment. I had a hard time getting back to sleep sometimes because I never know when he is going to show back up. It gets earlier and earlier each time. I try to be showered and dressed when they come, so I usually try to do that shortly after he leaves from delivering the paper. Peggy stressed to them today that we only need one visit per day and NEVER before 2pm. We'll see.

After I have my shower and get dressed, I usually get on the computer and check email, update the blog and take care of any work that I can without VPN. I have given up on VPN at the apartment. Working on the computer takes some of the awkwardness out of the fact that there are 2 people in my apartment cleaning and moving my stuff.

After they leave, I try to catch a nap, if possible, and fix myself some dinner. If I fill up on food at the apartment, I won't be tempted to hit the cafeteria at IBM. At 5:00 Peggy and I take a stroll around the apartment complex. It's more for me than for her. I need to get the blood flowing in my legs. At the Sentinel I am always moving and don't spend all day sitting at my desk. Here I am always sitting. I sit in the apartment and work on the computer or read. I sit in the car when we go to work or travel. I sit at IBM and work on the computer. I also try to take breaks at IBM and walk the stairs there.

After our walk it is usually time to leave for work. Ramesh is usually here by 5:30 and we hop in the car. He weaves his way through the Bangalore rush hour traffic with ease and finesse. I always have my camera out because you never know what you might encounter on the roads of Bangalore. Unfortunately some of the things I see pass by so fast that I have trouble capturing them. I have been able to capture almost 700 images in my time here, most from the window of the back seat of the car.

At IBM I stake my claim at the back table. I usually set up at 2 computers: my laptop to give me access to all my files, and an IBM desktop to give me access to Citrix and the Sentinel Intranet. On the ride in, I start checking in with folks at the Sentinel who have just started filtering in to work. Once at IBM I continue to stay in touch with email and IM.

Last night, Wednesday, the class was reviewing more Mac stuff. They were filled with questions and Rishi stressed that I would only be here until Monday so now was their chance to pick my brain. And boy did they! You can tell they are trying to relate the Mac to what they know on the PC. "How do you do an ipconfig on a Mac?" "How do you access the command prompt?" "How do you do a copy and paste?" All very good questions! This team is very committed to First Call Resolution and I get the feeling they will be very disappointed to have to dispatch any incidents. They are playing on the iMac and learning (the hard way) how to uninstall programs! The Photo Booth software inadvertently got trashed on one of the iMacs and the Trash was emptied. I viewed this as an opportunity to show them how to burn a disk. They chimed in that they could copy the file from the other iMac through Bluetooth. I agreed, but then wouldn't have a chance to show them about burning disks and accessing the optical drive.

More stuff is showing up on Citrix for the Sentinel which will give me a chance to share it all before I leave. Tomorrow Naham comes and Saturday Sophie is here! It has all gone by so fast. I am trying to think if there is anything I am missing that they need to know about the Sentinel. Alex has been great in getting all the info on Knowledge Base and I look forward to working with him more on this back in Orlando.

A Learning Experience

I was finally able to upload the videos of our IBM team members to the web and learned a little something along the way. My camera settings were way too high, resulting in file sizes of over 35MB on some of them. With a 1GB storage limit on the site and 26 videos to upload, I thought I was going to have to upgrade to more storage on the web.

Being that "research" is my middle name, I did a little digging and discovered a method to convert the files to .wmv and dramatically decrease their size in the process to under 1MB each. I was also able to configure it to batch process them all so that I could just set it up and walk away while they all converted. I then uploaded them to the web site. At the earlier sizes, one video took over 1-2 hours. After conversion, the whole 26 of them took less than 15 minutes!

I would like to introduce IBM Group #2, or as I like to call them, The Orlando Sentinel Team:

http://picasaweb.google.com/kojennings/OSCTeam

There are 27 on the team but only 26 videos. Bijon was absent but I will add his as soon as I get it.

The Orlando Sentinel Team

Ok, it's the Chicago, Orlando, Ft. Lauderdale, Newport News, team, but I am claiming them as ours since I have been working with and getting to know them the last couple of weeks. It's a large group, 27 strong. They have been working hard learning our processes and procedures. It is no small task learning the ins and outs of a newspaper's technologies, let alone 4 newspapers. They are rising to the challenge.

Monday we did mock calls, with no phone. I sat at the front of the room and reported all kinds of problems with my computer and accounts. Each call was "answered" and questioning and troubleshooting began. Every once in a while I would try to throw them a curve ("this is a Mac") but they persevered and eventually all my computer problems had been solved!

I met with each of the team members and got a bit of video of each on introducing themselves. (I did not solicit any comments concerning myself!) They are all so very excited to be working for Tribune. I am trying to figure out how to get the videos posted to a web page. Evidently my camera settings were too high and the videos are huge! As soon as I get that technical glitch figured out, you'll get to meet the team.

On Tuesday Peggy and I went shopping for all the souvenirs I promised. She had Ramesh take us to Asian Arts, a hand craft store. There were so many interesting and handcrafted items. The sales staff were very attentive and gave us the red carpet treatment. Heck they gave us the brown, green, and gold carpet treatment as well. They showed us so many beautiful rugs, each one meticuloustly knotted by hand. Peggy loved to watch the presentation of each rug as it was ceremoniously presented and unrolled. I ended up buying a small one that will look nice in the entry of the den.

I bought stuff for the kids (yes, Matthew, I bought you something!) and a beautiful pashmina for my mom. I just know she's going to love just touching it, as I did. My favorite purchase of the day though was an Indian Opal ring that I purchased for myself. Thank you for the birthday present Steve!

After shopping we went to lunch at Mozaic Cafe at the Taj Residency Hotel. Peggy had been looking forward to eating thier pizza. After quite a while we were waited on and soon informed that they were out of pizza! We had to go back to the menu and decide again. I went for the club sandwich and she opted for the Philly Cheesesteak, which wasn't too bad considering how far we were from Philly. From there the service went downhill. We sat for quite a while before they cleared the plates. We decided we would like some coffee since we were going to be up so late at work. If it was only that easy. When the waiter finally came back we asked him for 2 coffees and Tiramasu. He seemed confused about the coffee part, but repeated Tiramasu, or so we thought. After another long pause, he appeared at the table with Tomato Soup! Talk about a communications breakdown. Peggy and I had a good chuckle, but we never had any coffee. Finally Peggy walked out and told them we had to go and to give us the bill. They were quick (now!) to tell us the Tiramasu was ready, but they never did mention the coffee. She paid the bill, without dessert, and we headed to IBM.

Rishi has been under the weather the last couple of days, so after the group took another assesment, I took over the class. I went over the particulars for calls for the Orlando Sentinel. I started with a satellite map of Florida so they could get a feel for where we are. I then moved to a road map of the Central Florida area and pointed out how widespread our coverage area is and where the bureaus and distribution centers are located. I then moved on to my PowerPoint presentation, highlighting our most common calls and how to handle them. After that we poked around in the Knowledge Base. I gave them the URL since the link is not on Citrix yet. That way when they have time they can go in and take a look for themselved and become more familiar with the entries. I stressed that it was a work in progress and I will be tackling it even more so when I get back to Orlando, right Alex?

After a break they brought in the iMacs. This group hadn't played with the them yet and were eager to get their hands on them. There were 26 students in the class that day and only 2 iMacs. I had everyone gather around while I explained the basics: System Preferences, folder structure, account settings, etc. We then gave them time to rotate through and each have one on one time with them. One of the students even uploaded a photo of his dog from his phone to the Mac through Bluetooth!

Before I left for the night I got word of voluntary and involuntary separations back at the Orlando Sentinel. It is always sad to hear some of your co-workers may be leaving. Most of the cuts, I understand, are in the newsroom. Since I came to technolgoy from the newsroom, I feel especially sad. I have worked most closely with this group and hate to see any of them go. I will be back next week so have time to say any good-byes I need to say.