Question 1: Helpful – We work as one team for customer success
Describe a time where you helped a customer or colleague achieve a technical objective? A customer could be someone you have done work for in a job or at university for example.
1. What was the situation?
2. What did you do?
3. Why did you decide to help?
4. What obstacles did you encounter and how did you overcome them?
5. What was the outcome?
6. What feedback did you receive?
Please keep your answer within 350 words.
A client for a company I worked for had a server in the main office, and some users/computers at a remote site VPNing into the main office. The performance was unbearably slow when logging in, resolving computer names, and opening small documents. The question was whether performance could be improved without needing to spend money to license Terminal services.
In order to not have to directly control the clients computer during office hours, and thusly remove their ability to work, and to keep our costs low, I setup a test environment so that I could understand the conditions and test solutions. This involved using an external internet connection, and vpning into our own company server.
I decided to help because the client wasn’t happy with their current setup and client satisfaction is important for building loyalty and a good reputation. It was also a good opportunity for me to develop my own knowledge and experience, especially given that VPN is a useful and commonly available technology.
I had issues with verifying that changes I made to the etc/HOSTS file were actually in effect. I googled it and the tools I was using were designed to ignore hosts. Static name ip addressing vastly increased speed of login. Default gateway was local router so the internet browsing was fast. Outlook however was picking up domain of local network, not the domain over the VPN link. Researching VPN found that what I was trying to do was split tunnelling and a security risk, therefore not a good idea.
The client was advised of the risks involved with split tunnelling and given the option to try it, but were strongly advised against it and shown a Microsoft article explaining the common usage of VPN was for short periods only (not full days) and suggested that they used terminal services.
Feedback was that they understood, were happy with the approach we were taking and that they felt we were competent.
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